Release 5.18.5
Release 5.18.5 is built on version 5.18.3 (which is the same as 5.18.2, see the release 5.18.2 notes): all of its changes are included. Release 5.18.4 was prepared in parallel, and from it this release contains only the persistent keyboard in Scenario Builder and the date filter in quality assessments; the other 5.18.4 changes will arrive with the next release — see the release 5.18.4 notes.
This release brings the Telegram persistent keyboard, a "Today" filter and custom dates in quality assessments, several chat improvements in the operator panel (client reaction time, an icon for messages typed on the phone, collapsing of Copilot suggestions, a system message filter) and two fixes. The persistent keyboard and the system message filter are off by default — see "Please note".
Please note
- Two new features are off by default. The Telegram persistent keyboard and the system message type filter appear on an instance only after they are turned on. Contact your ConnectiveOne manager. Until they are turned on, nothing changes.
- Quality assessments: default period and an invalid value in the address. If the address of the "Assessments" page contains an invalid period (for example,
period=abc), the page now opens with the "7 days" period instead of "All time". A custom number of days in the address (for example,period=14) works as before.
Quality assurance
New
- A "Today" filter and custom dates on the "Assessments" page. Previously the period could only be one of "7 days", "30 days", "90 days" and "All time". Now the "Period" block has a "Today" option, and under the list there is a "Or pick dates" field with a calendar.
- Pick one date in the calendar to see the assessments of that day, or two dates to see the assessments from the first to the second, both days included.
- The day is counted in your browser's time; no hours need to be set.
- Picking an option from the list clears the calendar, and a cleared calendar brings back "7 days". The "Reset" button also returns "7 days".
- The filter is applied with the "Apply filters" button, and the CSV export of assessments uses the same dates as the list.
Scenario Builder
New
- Telegram persistent keyboard. Buttons under the input field in Telegram that the client sees at every scenario step, including steps with an inline menu: for example, "Main menu", "☎" with the client's number, and "Start". Inline buttons under messages stay as they were.
- The buttons are built in a visual editor in the "Telegram persistent keyboard" card of the process settings: up to 4 rows of 3 buttons, and the button action is to go to a scenario step, restart, or just send text to the chat. No code is needed.
- A scenario variable (for example, the client's phone) can be inserted into the button text; while the variable is empty, the button is not shown.
- It works only in Telegram and only in private chats. If no button can be shown, the bot works as before, without a keyboard.
- The feature is off by default and is turned on for an instance on request.
Operator panel
New
- A filter for system message types in the dialog feed. System lines such as "Operator joined" or "Closing with CSAT status" can be hidden from operators. Messages are not deleted or changed, neither in the database nor for the client — only their display in the operator panel is hidden.
- In Settings → Settings for all operators, an administrator chooses which types to hide for each role and marks the statuses after which the client receives a rating request (CSAT/NPS).
- An operator can set their own list: in the profile, in the "Which types to hide" panel, or in the dialog menu "⋯" → "System messages…" — their list then fully replaces the role's list.
- An operator sees role changes after reloading the panel. The "Show / Collapse / Hide" mode works as before. E-mail history dividers, delivery errors and broadcasts are always shown. The "Show message list" window in the client history does not apply the filter.
- The feature is off by default and is turned on for an instance on request.
Improved
- Client reaction time next to the emoji. The bottom row of a message now shows the reaction emoji and the time it was set on the left; on the right, as before, is the time of the message itself. A reaction set on the same day shows only the time; on another day, the date too. Hover over a reaction to see who set it. Old reactions may have no time — then only the emoji is shown.
- Answered Copilot suggestions collapse. Previously Copilot suggestions stayed expanded after the operator replied, and the feed kept growing. Now, as soon as an operator message to the client appears after a suggestion, it collapses to a line: "Copilot AI · time · Show suggestion"; a click on the line expands it, and "Collapse suggestion" collapses it back.
- The last suggestion that has no reply yet stays expanded. Internal notes, system messages and bot messages do not collapse a suggestion.
- A manual expand is not remembered: after you go to another chat and come back, suggestions that have a reply are collapsed again.
- A "typed manually" icon for messages from the WhatsApp app (Maytapi). Messages that a manager typed directly in the WhatsApp app or WhatsApp Web on the Maytapi channel number have a phone icon next to the name in the chat, with the tooltip "Written manually by an operator via messenger" — the same as already existed for e-chat. The icon also appears on phone messages recorded earlier.
Channels
Fixed
- A reply from another Gmail mailbox no longer fails with an error. If a client's letter arrived at one mailbox of the channel and the operator replied from another mailbox of the same instance, Gmail returned the error "Requested entity was not found", and the operator saw a sending error.
- Before: the letter was not sent.
- Now: the letter is sent as a reply to the client's letter.
Fast Line
Fixed
- Dialogs that stayed with the Fast Line type become regular chats again. If linking the client failed during a handover from Fast Line to an operator, the dialog could stay with the Fast Line type. Such a dialog counted toward the operator's limit of simultaneous dialogs (for example, "6/6") but was not visible in "My chats".
- Before: the dialog took a place in the limit and was not shown to the operator.
- Now: when connecting to an operator, the dialog becomes a regular chat and appears in "My chats". Dialogs that got stuck earlier are not changed by this fix.
- A change for scenarios: in case of such a failure, the Fast Line handover node now leaves through the "no Fast Line operator" exit instead of the error exit. If your scenario has only the error exit connected, no transition happens in this case — make sure both exits are connected.