Notification date 01/04/2025
Release date 13/04/2025
Communicates the new features and changes in OMNI Reach release.
2. About the Release
Changes made include:
2.1 API: Webhook changed Agent Assigned messages to include the Assigned Agent’s ID
Webhooks of type:
- AssignedToOther
- BulkAssigned
- Assigned
Will now have the agent’s id in the AssignedAgent property
2.2 API: Webhook of type: IncomingMessageArrived has chat contact assigned to the Username property
2.3 API: Message types now have an Attachment property that contains a URL and filename
The ‘Attachment’ type has 2 properties:
- Filename
- Link
The filename is the name of the file when attached and the Link is an HTTPS link to the file. The link is protected and you will need to use the bearer token at Settings -> Integration to access the file.
2.4 It is possible to change the group of a library response from the edit page
The library response group is now editable.
After choosing a different group and saving the library response it will be moved to the new group. Agents will need to refresh their browsers after any change is made to see the results.
2.5 Added a report on today’s file uploads
There is a new tab in Reports > Organisation called Received Files. All files received by Omni Reach are present, including files received by SFTP and any API uploads. API uploads have no filename.
Note that this list can include files that have failed validation.
2.6 Agent tile can now have an Idle status
To enable visit Settings -> Organization Settings and select the ‘Agent Settings’ tab. Next select the ‘Mark agents as idle after a period of time’ checkbox and enter the number of minutes of inactivity before marking an agent as idle. Click ‘Save’ to confirm.
Please note that if an agent is working on one chat for the idle timeout then they may be marked as idle depending on their activity within the chat.
Idle agents are represented with a purple tile
2.7 UI Change: Settings > Organisation to better accommodate 2.6
The paused statuses have been moved to the bottom of the page to support the vertical growth of the section and each of the individual settings is no longer surrounded by a line.
2.8 Export Library Responses
Requires ‘Reports’ role
There is a new button on the Library Response edit page called ‘Export’.
The export is CSV formatted and contains the following columns:
- Group Name
- Response Name
- Content
- Html (TRUE/FALSE)
- Locked (TRUE/FALSE)
- No Email (TRUE/FALSE)
- No SMS (TRUE/FALSE)
- No Live Chat (TRUE/FALSE)
- No Customer Inbox (TRUE/FALSE)
- Shortcut
2.9 Opening hours can be set in 15 minute intervals
2.10 Ignoring whitespace for values from upload files
The values imported from upload files will now ignore leading and trailing whitespace
2.11 Can restrict the library responses shown in the ‘Assigned to me’ queue
To enable visit Settings > Organization Settings and choose the ‘Agent Settings’ tab.
When enabled the library responses available to an agent will be limited by any queues that that chat appears in
3. Known Bugs and Limitations
None