Release 5.13.3
When you mass-close chats from the queue, dialog duration starts at operator connect — waiting time is not included. The Dialogs table shows closed chats that had an operator again.
Operator Line
New
- One filter for queue, table, and board. Filters (N) opens the same conditions in all three views. Switching the view or reloading the page does not clear them. An administrator turns this on.
- Board view. Appeals are grouped by the field you pick (for example status). The count next to a group covers the full filtered result, not only the cards on screen.
- Search across all appeals. Search by appeal number, subject, client, tags, and message text across every appeal you can access. A temporary Global search folder appears in the folder list with the match count.
- Shared filters for the team. An administrator publishes a filter and chooses roles, skill groups, or specific operators. The filter appears in those operators’ menus with no action on their side.
- Channel receive mode on a status. In Settings → Operator statuses, a status can take new appeals from all channels, from none, or only from selected channels. Already open chats on other channels stay available. The status list shows Receives: N channels.
Improved
- Appeal and client details panel. Filled fields are visible at once; empty ones sit behind Show empty fields (N). You can pin, hide, or reorder any field.
- 7-day reply window on Facebook and Instagram. An administrator can turn the extended window on or off (7 days instead of 24 hours). In the chat, the input field and the warning show the same deadline.
Fixed
- CITATIONS for administrators. When the role has FastLine: View, the CITATIONS block under a Copilot suggestion and a Fast Line Pro reply is visible again. Previously only a root user saw it.
Clients
New
- Standalone client card page. From the clients table or the side panel you can open the card in a new tab: client fields on the left, Appeal history and Client channels tabs on the right.
- Advanced filters and segments. Filters on client fields, organization fields, and tags show an exact count. A saved set of conditions applies in one click.
- A client before the first appeal. You can create a client card from the list toolbar, without importing a file.
Fixed
- Email after editing a contact. When you save a registered contact’s email, name, or phone, the card keeps the value you just saved. It no longer diverges from the registration questionnaire answer.
Statistics
New
- Subject path. The Dialogs and Topics tabs gain Parent subject, Root subject, and Subject path. In the Topic filter, picking a parent includes every child topic.
- AI Categoriser separate from AI Answers. Requests to the AI Categoriser agent no longer count on the AI Answers card. They have a card of their own.
Fixed
- Duration after mass close. When you close a batch of chats from the queue (mass close or a macro), dialog duration starts at operator connect. Queue waiting time is not included. Single close already worked this way.
- Dialog closed at column. Shows the moment the chat was closed, not the time the customer answered CSAT.
- Comment, Outgoing dialog, and Status after mass close are filled again — same as after a single close.
- Dialogs table has rows again. Closed chats that had an operator show up in the table and in filter lists (Operator, Messenger, Skill group, Tags). The table could previously come back empty.
- Operator column. If the chat was transferred, Dialogs and the export name the operator who closed it, not the first one who connected.
Settings
New
- Package limits on screen. A root user sees usage of operators, Action blocks, AI Answers, AI Categoriser, broadcasts, and storage next to the package limit. If a metric has no limit, the row shows it is not limited.
- Banner when usage nears a limit. It appears on its own when the percentage crosses a threshold. Several metrics show together, most severe first.
- Invoice to expand the package. From the banner or the limits panel, a root user can request an invoice. A second request for the same metric while the previous one is still open does not create another invoice.
- Start menu and columns for a role. An administrator sets which folders and filters a new role sees after login, and which table columns open first. Personal settings of an operator who already works do not change.
Improved
- Operator limit at 100%. If an administrator turned enforcement on, Add user and Activate are disabled, with a tooltip. Edit and deactivate still work.
- Action blocks limit. A scenario save that would increase the number of billable Action blocks past the limit is rejected. A save that stays flat or reduces the count still succeeds, even when already over the limit. The canvas shows a warning; the “+” control stays enabled.
Please note
- New filters, board, global search, shared filters, and the standalone client card appear after an administrator turns them on. If they are off, the interface stays as before; saved filters remain.
- The limits panel and banner are visible to a root user when limits are connected. Blocking Add user or Action blocks happens only if an administrator turned enforcement on for that metric.
- Average handling time after mass close will drop from the release date: waiting time is no longer part of duration. Rows written before the release are not recalculated.
- In Dialog closed at, chats closed before the release may still show the CSAT response time if the customer left a rating.