Release 5.3.35

What Changed

  • Chat export to PDF. Operators can export chat history to PDF for archiving, sharing with colleagues, or printing. Option to include ticket fields and client contact details.
  • Email templates. For each email address, you can configure HTML header and footer (logo, contacts). Messages from operators or scenarios automatically receive consistent branding.
  • HEIC/HEIF support. The system accepts iPhone photos (HEIC/HEIF) in the widget, Operator Panel, Email, and Kwizbot. Files are automatically converted to JPEG when saved.
  • CSAT notifications. Operators receive instant notification when a client leaves a satisfaction rating. Separate settings for browser and sound notifications.
  • Business hours statistics. Operator response time metrics (timeConnectingToChat, target_5) now count only within working hours per the bot calendar — nights and weekends no longer skew the metrics.
  • QA assessments list state. Filters, page, sorting, and search are preserved when navigating to assessment details and back.
  • Messages in chats. Improved display of text and system messages; fixed sender name length limit for Viber.
  • FileManager errors. Clear, specific error messages from the system when uploading or deleting files instead of a generic "error".

How It Changed

Chat export to PDF

Before: Operators could not export chat history in a convenient format; context had to be copied manually or screenshotted.
Now: The active chat menu includes "Export to PDF". You can add ticket fields and client contacts. The file is saved as chatroom-{id}.pdf.
Why it matters: Easy archiving, sharing context with colleagues, and printing for internal procedures.

Email templates

Before: Messages were sent only with the text entered by the operator or generated by the scenario; there was no unified branding (logo, signature).
Now: In Settings → Email templates you can set HTML header and footer for each address. All messages from that address automatically receive this formatting.
Why it matters: Consistent brand and contacts in emails without manually adding signatures.

HEIC/HEIF support

Before: iPhone photos (HEIC) were rejected or saved without conversion; preview did not work in some places.
Now: HEIC/HEIF is accepted in all channels. Conversion to JPEG is performed on the server. Preview displays correctly.
Why it matters: Convenience for iPhone users who often take photos in this format.

CSAT notifications

Before: Operators did not receive instant notification when a client left a CSAT rating; they had to refresh the page or check the chat manually.
Now: When a CSAT rating is received, the operator immediately gets a browser and/or sound notification. This notification type can be enabled or disabled separately in settings.
Why it matters: Quick response to client feedback and ability to adjust approach for future chats.

Business hours statistics

Before: Wait time was calculated as absolute difference (wall-clock); night and weekend chats produced falsely high values.
Now: timeConnectingToChat and target_5 metrics count only milliseconds within working hours per the bot/topic calendar.
Why it matters: Realistic statistics for clients with working schedules.

Other improvements

QA assessments state: When returning from assessment details to the list, filters, page, sorting, and search are preserved.
Messages and Viber: Improved formatting of text and system messages; sender name for Viber limited to 27 characters to avoid API errors.
FileManager: When upload or delete fails, specific error messages (e.g., from S3/MinIO) are shown instead of a generic "error".