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.

How It Changed

Topics (unique identifiers)

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.