Awaiting Status
The new “Awaiting” status filter replaces what used to be called “Unresolved”. The original logic behind “Unresolved” simply pulled conversations that were unassigned. The new “Awaiting” status pulls not only unresolved conversation awaiting an agent to reply but also pulls new messages in an existing conversation where an agent is already assigned. This is far more useful for typical workflows where there are large volumes of conversations. This filter is now available right from your dashboard.
Channel Signatures
In response to popular demand, we’ve added an account-wide, channel (email) based, signature field. If you have multiple agents operating through multiple channels this can be extremely helpful in unifying the various branches of your business. Channel signatures are applied below a staff’s individual signature. To add a channel signature click on “Settings” and then “Channels”. Pick an email channel and scroll down to Channel Signature.
