This is a major release featuring a completely new design for Conversations available to those utilizing the Spark interface as well as many important improvements.

Conversations

This release features a completely revamped and redesigned Conversational experience for Spark. This redesign more closely aligns with the Spark interface aesthetic and is designed for ease of use and a simplified user experience.

The key new features include:

• Separation of the Inbox from Active conversations

• Increased functionality of Inbox, most notably the ability to sort inbox items by Tag

• Revamped customer look and feel

• New "chat entry" functionality

• New "right side bar" functionality for active conversations

• New feature to export conversations directly from Monitor (in Classic)

• If your organization utilizes a "push queue", we now display the number of customers in push queue and active team member count

• Added ability for an admin to put an team member on break manually

Broadcasts

• For Spark customers, you now have the abiliity to send MMS from a broadcast. To utilize this functionality, click the paperclip icon in the compose window to bring up a file selector where you can upload the file for MMS delivery.

• When exporting large broadcast metrics with conversational history, a new progress indicator shows that the system is processing the request.

Contacts

• After an import from a CSV, if you export the errors, now all data (for example name) from the import is included.

Channels

• We now allow provisioning SMS numbers from outside North America. 🚩 This feature is only available via feature flag — please speak to your account manager if you need this enabled.

Analytics

• Ability to group by hourly over an entire week

• Added grouping by team member and group for Agent Activity Report

• Added ability to group by multiple channels in Messaging Report

Integrations

• Increased performance and reliability of NationBuilder imports

Notable Bug Fixes

• Ignoring a conversation was too aggressively ignoring if it had been in more than one agents inbox

• Fix issue with monitor conversation timestamps appearing to be 2am

• Fix messages with timestamps similar to "-1 seconds ago"

• Conversations were not properly counted as closed depending on timezone of org

• Custom system names/icons were not working in all live chat messages