December 5, 2024

Templates are now available.

• App Admins can create and manage templates for frequent and standardized messages via the desktop app. For example, if you always want to end customer interactions the same way, you could have a “Thank You” template (e.g., “Thank you. Your request status has changed to Resolved. Please let us know if there is anything else you need help with.”).

• Users can click the template icon and select the appropriate template to populate the message text box with the standardized message. The template can be edited or immediately sent off to the customer.

Restore deleted messages on the Messages tab.

• You can now restore previously deleted sent or received messages from a conversation.

• Within seven days of deleting a message, click the Undo button to restore the removed content. After seven days, the message will be permanently deleted.