---
title: "Release 5.18.6"
description: "Editing, deleting and colouring internal notes, clear delivery error texts, screenshots inside the email text, a command palette, a tickets list and dialog closing statuses in native statistics, durations in hours and minutes, a role right for creating tags, colleagues' names at cursors in Scenario Builder, and fixes for search, Fast Line, quality assessments, the Fast Line Pro knowledge base and user settings."
---

# Release 5.18.6

Release 5.18.6 is built on version 5.18.5 and includes all changes of releases 5.18.4 and 5.18.5. Neither of them was deployed separately, so instances move to 5.18.6 directly from 5.18.3. The changes that 5.18.5 did not yet contain — the AI Assistant "Stop" button, interrupting the current request with a second Enter, and an explanation instead of an empty reply — arrive with this release; they are described in the [release 5.18.4 notes](/en/releases/5.18.4.md). For the rest of 5.18.4 and 5.18.5, see the [release 5.18.5 notes](/en/releases/5.18.5.md).

This release brings several operator panel improvements (editing, deleting and colouring internal notes, clear delivery error texts, screenshots inside the email text, search by the chat id from an export), new native statistics cards, a role right for creating tags, colleagues' names at cursors in Scenario Builder and a number of fixes. Some features are off by default, and two changes take effect right after the update — see "Please note".

## Please note

- **Some new features are off by default.** The command palette, screenshots inside the email text, and the tickets list and "All requests" tab in native statistics appear on an instance only after they are turned on. Contact your ConnectiveOne manager. Until they are turned on, nothing changes.
- **Creating new tags from the dialog panel is now a role right.** After the update, the right is turned on for roles that can save tags in the operator panel settings (**Tags → Save**). Users of other roles can only pick existing tags in the "Tags" field and no longer see "New tag". New roles are created with this right off. Check your roles in **Settings → Roles** if managers should keep creating tags.
- **Deleting your own internal note requires the message deletion right.** Users whose role does not have it see "Edit" for their notes but not "Delete".
- **The main menu shows only the sections allowed by the role.** For users whose role has only part of the permissions set, the main menu could previously show every section. Now it shows only the allowed ones, and opening a section that the role does not allow redirects the user to the first available menu item.
- **The operator count for a period includes deleted operators.** An operator who accepted dialogs in the period stays in the count for that period, even if they were deleted later. Previously such an operator dropped out of the count. Test, root and service accounts are not counted, as before. The cards with the current number of operators show only users who still have access.

## Operator panel

**New**

- **Edit, delete and colour your internal notes.** Previously, editing and deleting were available only in some channels, and a mistaken note could not be fixed.
  - Your own note can be edited in any channel. All operators see the **"✎ edited at HH:MM"** mark without reloading the page.
  - Your own note can be deleted within 48 hours if your role has the message deletion right.
  - A new note can be marked with one of five colours before it is sent. All operators see the colour.
  - Notes of other operators cannot be edited or deleted.
- **A screenshot inside the email text.** When replying to a letter, an operator can put an image right where the cursor is: with **Ctrl+V** (**⌘V** on Mac), by dragging a file into the text, or with the **"Insert image into email text"** button. The client sees the picture between paragraphs, not as a separate file. The paperclip still adds an attachment.
  - PNG, JPEG, GIF and WebP are supported.
  - The feature is off by default and is turned on for an instance on request.

**Improved**

- **Clear texts for delivery errors.** Previously, when an operator's message did not reach the client, the operator saw a raw channel code such as `notSubscribed` or `Forbidden: bot was blocked by the user`. Now the error notification and the system line in the feed explain the reason in the interface language: the client unsubscribed or blocked the bot, more than 24 hours have passed since the client's last message, the message is too long, the channel rejected the file, and so on. For an unknown code the text is "Delivery error via {channel}". The original channel code is still available in the tooltip. Only one error notification is shown instead of two.
- **Global search finds a request by the chat id from the NPS export.** Both the full value (for example, `email_1a08b52b3384f7df`) and the code without the channel prefix work. Requests that were already in search before the update and have not changed since then become findable by this code after their search entry is updated.

**Fixed**

- **The Fast Line folder with grouping by topic is no longer empty.** If a Fast Line folder was grouped by topic, the list could show 0 chats, although there were dialogs in it.
  - **Before:** the folder was empty.
  - **Now:** the folder shows Fast Line dialogs to users who have the right to view Fast Line.
- **A reply to an unavailable Instagram or Facebook comment shows a clear reason.** If the comment was deleted, hidden or restricted, the operator saw a raw technical text. Now the notification and the system line in the feed say: "Comment is unavailable: it was deleted or hidden, so it cannot be replied to."

## Scenario Builder

**Improved**

- **Colleagues' names at cursors.** During co-editing of a process, a colleague's cursor on the canvas now shows their first and last name, and the circles on nodes and in "Active in this process" show their initials. The name is taken from the user card; if the name and surname are not filled in, the email is used, as before. A renamed user is shown with the new name after the page is reloaded.

**Fixed**

- **Block search "in all sections" opens the found block.** Block numbers are unique only within a section. Previously, a click on a result from another section could open a different section and select a block with the same number there; the arrows and highlighting behaved the same way.
  - **Before:** a different block with the same number was opened.
  - **Now:** a click and the arrows open the section of the found block and select exactly that block. In the "all sections" mode the canvas highlights only the matches of the open section.

## Statistics

**New**

- **A tickets list and an "All requests" tab in native statistics.** The **Tickets** tab gets a **Tickets list** table with the tickets created in the period — as many rows as the **Tickets created** counter. The **Status**, **Priority**, **SLA**, **Request tag** and **Operator** (assignee) filters apply both to the table and to the ticket counters. The new **All requests** tab shows chats and tickets in one table with a **Request type** filter.
  - Both are off by default and are turned on for an instance separately, on request.
- **Dialog closing statuses on the "Dialogues" tab.** Native statistics gets a **Dialogs by closing status** pie chart and a **Dialog closing statuses** table next to it. Both follow all filters of the tab. Automatic closings get readable labels such as **Closed by client**, **Closed by operator** and **Closed by timeout**.

**Improved**

- **Durations are shown in hours, minutes and seconds.** Previously, native statistics showed durations as raw seconds (for example, `3725`). Now the screen shows `1 h 2 min 5 s`. CSV and XLSX exports still contain seconds.

**Fixed**

- **The total duration in the h:min:s format is correct.** In some cards the total duration in hours, minutes and seconds was shown 1000 times smaller (for example, `0:0:4` instead of `1:2:5`). Now the value is correct.

## Quality assurance

**Fixed**

- **A ticket without messages is no longer rated 100/100.** If a request had only system lines (for example, a status or topic change) and no messages from the client or the evaluated operator, the AI assessment gave it 100/100.
  - **Before:** such a request got the maximum score.
  - **Now:** the assessment ends with an error before the AI is called. In the bulk assessment report the reason is shown as "no messages in the dialog to evaluate". A dialog where the client wrote and the operator did not answer is assessed as before. Assessments made earlier are not changed.

## Channels

**Fixed**

- **Delivery failures of Telegram messages sent through e-chat are visible to the operator.** If e-chat refused to send a message to a Telegram number (for example, "Too many requests" for new recipients or "User does not exist"), the message stayed "sent" and the operator did not see any error.
  - **Before:** the failure was not shown.
  - **Now:** the message gets an error status, and a system line with the reason appears in the feed — the same as for Viber. The refusal itself comes from the channel side and is not removed by this fix.

## Fast Line Pro

**Fixed**

- **A clear reason when a knowledge base document or segment cannot be switched.** Right after a switch, a document is processed for about 10 minutes, and during that time it cannot be turned on or off; a document whose indexing is not completed cannot be turned off. Previously, the segments page showed "Service temporarily unavailable", and the documents list showed nothing while the switch stayed in the clicked position.
  - **Before:** the reason was hidden, and the switch did not show the real state.
  - **Now:** a notification explains the reason and what to do ("The document is being processed" or "Document indexing is not completed"), the list is reloaded, and the switch shows the real state of the document or segment.

## Settings and interface

**New**

- **The "Create new tags from the dialog panel" role right.** In **Settings → Roles → Additional settings of the Operator panel** you can choose who may add new tags in the "Tags" field of the request and of the client card. Without the right, users only pick existing tags. See "Please note" for how the right is set for existing roles.
- **Command palette.** Press **Ctrl+K** (**⌘K** on Mac) on any screen to open a palette with the main menu sections and the actions of the current screen: in the operator panel, for example, a new ticket, chat, message or email; in Scenario Builder, block search, auto layout, publishing, version history and running a test. The palette shows only the sections allowed by your role. Block search in Scenario Builder then moves to **Ctrl+Shift+F**.
  - The feature is off by default and is turned on for an instance on request. While it is off, **Ctrl+K** in Scenario Builder opens block search as before.

**Fixed**

- **The theme colour is kept after the browser is closed.** The selected theme (preset, primary and surface colour, dark mode) was reset to the default after closing the browser, although a page reload did not reset it. Now the selected colour stays.
- **Saving a user no longer fails with "role not found".** In **Settings → Users**, the "Role" field of some users was empty, and saving failed with the error "role not found".
  - **Before:** the role was not shown, and the user could not be saved.
  - **Now:** the table, the role filter and the edit form show the role of the user's account, and saving works.

## Related documentation

- [Release 5.18.4 notes](/en/releases/5.18.4.md)
- [Release 5.18.5 notes](/en/releases/5.18.5.md)
- [Edit, delete and colour an internal note](/en/operatorline/how-to/edit-internal-note.md)
- [How to reply to a client](/en/operatorline/how-to/reply-to-client.md)
- [Search requests globally](/en/operatorline/how-to/search-appeals-globally.md)
- [How to edit a scenario together with colleagues](/en/scenariobuilder/how-to/edit-scenario-together.md)
- [Find nodes on the canvas](/en/scenariobuilder/how-to/find-nodes-on-canvas.md)
- [Tickets and requests list in native statistics](/en/statistics/how-to/view-tickets-and-appeals-list.md)
- [Statistics metrics](/en/statistics/reference/statistics-metrics.md)
- [Configure roles](/en/settings/how-to/configure-roles.md)
- [Configure tags](/en/settings/how-to/configure-tags.md)
- [Create and edit users](/en/settings/how-to/create-edit-users.md)