Release 5.2.1

What Changed

Stable topics for reporting and integrations. When a new topic is created, a unique identifier is generated automatically.
Active dialogs in the client card. The client side panel now shows a block with active dialogs.
Operator workload norms. Settings for operator touch (contact) count targets have been added.
Operator working hours. Flexible configuration of operator working time is now available.
Product dashboard for tickets. A dedicated dashboard with ticket statistics has been added.
Quick replies fix. The issue where quick replies could not be added or edited has been resolved.

Before: Topics could lack a stable unique identifier, which complicated integrations and analysis.
Now: When a new topic is created, the platform automatically generates a unique ID.
Why it matters: It is easier to build reports, integrate with external systems and avoid confusion between similar topics.

Active dialogs in the client card

Before: To see whether the client had other active dialogs, the operator had to look for them separately.
Now: The client side card shows a list of the client's active dialogs.
Why it matters: The operator quickly sees the full picture of communication with the client and can avoid duplicating responses across several chats.

Operator touch-count norms

Before: Norms for the number of client contacts per operator were managed outside the system.
Now: The platform allows you to set touch-count norms per operator.
Why it matters: It becomes easier to track plan execution in terms of workload and service quality.

Operator working hours

Before: Operator working hours were not formally configured in the system.
Now: Operator working time can be configured in the platform.
Why it matters: The system better understands when operators should handle conversations, which reduces queues during off-hours.

Ticket dashboard

Before: Ticket statistics had to be collected from different sections or even outside the platform.
Now: There is a dedicated product dashboard with key ticket metrics.
Why it matters: Managers can more easily analyze workload, handling speed and the efficiency of working with tickets.

Quick replies

Before: Some users could not add or edit quick replies because of an interface issue.
Now: Adding and editing quick replies works reliably.
Why it matters: Operators can maintain an up-to-date set of templates and reduce response time for clients.