Release 3.3.3 (08.09.2021)

Hey guys!

We’ve prepared for you many useful updates to make your Nectar Desk usage as pleasant and convenient as possible. In Release 3.3.3 you’ll get to know about the last enhancements in Messaging, Reporting, and the following options:

• New Complete Conversation Logic;
• Assigning Contact for Live Chat;
• Displaying Previous Conversations for Facebook Visitor ID;
• Uploaded File Preview;
• Showing Contact Name for Live Chat Mandatory Login;
• Live Chat Blocked visitors page;
• Inbound Disposition Report by Numbers;
• ActiveCampaign updates.

Here we go ?

Messaging: New Complete Conversation Logic

We’ve added the possibility to see who exactly completed the Live Chat conversation, adding automated internal notes, which are also displayed at the Messaging History and Show History button in the contact block.

Moreover, if the chat was closed by the user, it won’t be automatically closed for the agent so he could close the chat on his end once he made sure the user’s issue was really resolved.

Messaging: Assigning Contact for Live Chat

When you receive the message in the Live Chat channel from the unknown user who is contacting you for the first time, you can assign him to the already existing contact or create a new profile.

Messaging: Displaying Previous Conversations for Facebook Visitor ID

When a new chat comes to Nectar from Facebook, we used to receive only Facebook Visitor ID, which is unique for each Facebook user.
From now, once there is a new incoming chat, it fetches the Previous Conversations with the same visitor in the right section of Messaging so the agent could refer to the previous chats if needed without time-consuming filtering.

Messaging: Uploaded File Preview

Before Release 3.3.3 we simply showed the link in the text field whenever the file was uploaded.

We now introduce the Uploaded File Preview option for WhatsApp, Facebook, and Live chat files attaching.

Users are now able:

• to attach multiple files using Messaging at once;
• to see the progress of File Uploading;
• to see the Preview option when the file is uploaded prior to sending it;
• to see the name of the file when hovering overs the previewed file;
• to delete the uploaded file before sending it.

Messaging: Showing Contact Name for Live Chat Mandatory Login

Live Chat Mandatory Login option (when the website visitor is obliged to log in before starting the conversation) requires 2 fields to be filled in:

• name;
• email address.

Recently, Nectar Desk was creating a new contact once the client initiated the chat but, still, we were saving only his email address and not the name.

Now the system creates a new contact with the provided name and email if there is no such contact yet. In case we find the existing contact with the same email address, the system automatically adds the name provided in the chat.

Messaging: Live Chat Blocked visitors page

Under Messaging Settings, we’ve added a separate Blocked Visitors tab in order to manage banned visitors.

Now the agents can see the visitor’s Name (or ID), IP Address, the Reason he was blocked by, his Email, the agent this visitor was Blocked by, Date, and Unblock option under the Action column. Once they press Unblock, Nectar Desk shows the confirmation message: Are you sure you want to unblock the visitor?

Reporting: Inbound Disposition Report by Numbers

You now can extract the new report which is showing the incoming calls filtered by specific dispositions.

 

ActiveCampaign Lite updates

We keep improving our ActiveCampaign Lite integration.

Previously we were storing only ActiveCampaign Lite Contact ID in Nectar Desk. We now pull also client’s First name, Last name, and Email address to give you access to all the information directly from Nectar Desk.

These are the last but not the least updates for Release 3.3.3.

If you guys have any questions or suggestions, please contact us via Live Chat and we will be glad to assist you ?