---
title: "Release 5.2.1"
description: "New capabilities for topics, operator workload, working hours and ticket analytics."
---

# 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.