Ok so y’all know how this goes. Every few weeks we publish a post on smaller things you might’ve used. These are new features or updates to existing features that may or may not apply to your workflow but good to know that they exist nonetheless. This is Issue #5 of What You Might’ve Missed!
Search
We’ve made a few important adjustments to the indexing process for search logic so that searching for emails and domains is now more consistent for what you’re looking to find. For example, consider the case of the email address “alex@reamaze.com”. Searching for “alex”, “reamaze”, “alex@reamaze.com”, or “*reamaze.com” will now return all messages that match. Those of you that like searching for domains should find this to be a great improvement for text based searches. You might also enjoy knowing that wildcards in general are now supported as well.
Archived Sort Order
We’ve made some changes to the archived filter view to help organize conversations a bit better. Currently, the time stamps are sorted from the latest message but conversations are sorted by time when the customer last updated the thread. We’ve changed this to a descending sort based on when the conversation status was updated (changed from “Resolved” to “Archived” for example).
API Updates
New `sent_by` parameter in `GET /messages`
This makes it possible to use API to drill down on messages sent by a particular customer.
New `sort` parameters in `GET /conversations`
This allows users to ask for conversations via API based on a couple of sort options. Sorting with a value of ‘updated’ will return conversations in descending order of last customer update. A value of ‘changed’ will return conversations in descending order of any update or status change. The default sort order is by ‘conversation create_at’
Both POST /conversations and POST /messages now have suppression options: ‘suppress_autoresolve’ and ‘suppress_notifications’
This allows you to, for example, post a staff response via API but suppress the default autoresolve behavior which will leave the conversation open.