Release 5.13.0

5.13.0 is for teams that turn Google Form answers into Operator Line tickets — and for operators who need folders, chat transfer, and search to stay within their skill-group access. It also fixes CC on scenario emails and adds the Brutal UI theme.

Highlights

Google Forms → tickets — form responses create Operator Line tickets and can start a follow-up scenario.
“Client (without internal note)” custom-folder filter — after a private note, the dialog no longer stays in a “waiting for reply” work queue.
Transfer to another operator — instead of a false “Success”, you see a pending request, banner, and cancel until the colleague accepts.
Search within skill groups — chats for subjects outside the operator’s access no longer appear in results.
CC on scenario emails works; BCC was removed from the mail node form.
Brutal theme in the constructor theme switcher.
More stable mass close / macros / mass send on large chat batches.
Links in ticket custom fields are clickable again; image URLs show a thumbnail.

Operator Line

More stable mass close and macros

Before: closing or running a macro on hundreds of chats at once could overload the instance — other requests slowed down or briefly stalled.

Now: mass operations (close, macro, mass send) run with limited parallelism and complete chat close correctly, so other operators’ work is less affected during a large batch.

Why it matters: you can process large batches of dialogs without risking the whole team’s session during that window.

“Client (without internal note)” filter in custom folders

Before: after a client message, an internal note could leave the dialog in a custom “waiting for reply” folder — even though the team had already taken it with a private note. The system “No answer” folder correctly did not reset.

Now: the custom-folder filter “Who replied last” includes “Client (without internal note)”. A dialog with a note after the client leaves that folder immediately; a new client message brings it back. System “No answer” and the client-wait timer are unchanged.

Why it matters: backup managers see only dialogs that still need a public reply — not chats already covered by internal notes.

More: Create a folder, Manage folders

Transfer chat to another operator

Before: in the new Operator Line UI, “Success / Dialog transferred” appeared right after clicking Transfer — even if the colleague had not accepted yet. Extra clicks created more attempts, and a repeat for the receiver could vanish silently.

Now: you see “Transfer request sent”; the dialog shows a banner with the recipient and a cancel button. Another transfer of the same chat is blocked while the request is pending. The receiver gets a repeat notification; you can transfer several of your dialogs to the same colleague. True success only after accept.

Why it matters: less confusion about whether the handoff finished, and fewer blind retries.

More: Transfer a chat to another operator

Search and lists — only skill-group subjects

Before: on instances where subject visibility follows skill groups, some users with an administrator role could see chats for subjects outside their groups in search, lists, and export (opening such a room was still refused).

Now: search, list, and export match open access — only subjects from the user’s active skill groups, with no separate administrator exception.

Why it matters: search results no longer expose other support lines (subject, client, timestamp) the operator should not see.

More: Configure skill groups

Links in ticket custom fields

Before: URLs in text custom fields on a ticket rendered as plain text in the new operator UI — operators had to copy and paste the address.

Now: links are clickable (open in a new tab). If the value is an image URL, a thumbnail is shown; if the image fails to load, the clickable link remains.

Why it matters: open attached material (for example a photo stored in a ticket field) without copying the URL by hand.

Scenario Builder

Google Forms trigger

Before: Google Form answers reached ConnectiveOne only via custom workarounds; Scenario Builder had no built-in trigger.

Now: under Start → Apps, Google Forms is available: the system accepts form responses, creates an Operator Line ticket (client by email, form fields → custom fields, files to storage) or passes data into a scenario for your own logic. Replaying the same response does not create a duplicate ticket.

Why it matters: form submissions become tickets with context and can start automation without manual copy-paste.

More: Configure the Google Forms trigger

CC on the mail node

Before: the CC field on the mail node form was unreachable, and even a configured CC could be dropped on send-only emails. BCC appeared in the UI but hidden copy was not actually supported.

Now: CC is visible in the main mail-node settings; CC recipients receive the scenario email. BCC was removed from the form (saved values on existing nodes are kept).

Why it matters: you can CC colleagues or a control inbox from the scenario without workarounds.

More: Send an HTML email notification

Interface

Brutal theme

Before: the constructor theme switcher offered four presets (Aura, Material, Lara, Nora).

Now: a fifth option, Brutal, adds a high-contrast look with thicker outlines and hard offset shadows; it works in light and dark mode. The choice is saved per user like the other themes.

Why it matters: another look for the workspace without changing product behavior.

Please note

After a mass macro that uses typing pauses, a large batch may take longer than before — expected: the system no longer starts every chat at once without a limit.
If subject visibility by skill groups is on and search narrowed after the upgrade — add the user to the needed skill groups or ask an administrator.
Google Forms intake needs a Scenario Builder trigger and a script on the form side; see the linked how-to.