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WhatsApp Viber SMS Push Release Notes edna Pulse Chat Center Log in RU BY KZ Log in RU BY KZHotfixes Версия 6.7.2 (22.02.2024) SME API SME API: Instant Messengers Introduction Sending Messages (imOutMessage) Getting Message Status (imOutMessageId) HSM Request (imOutHSM) Getting List of HSM Templates (getOutMessageMatchers) Get List of Subjects by Their Type (by-apikey) Callback Functions Message Processing Statuses edna Chat Center Getting Started What is edna Chat Center Supported Content How to Upload Broadcast Messages from edna Pulse to edna Chat Center (WhatsApp) How to Report Bugs Agent Operations Getting Started System Requirements Logging Into Agent WP Starting Shift Going Inactive Finishing Shift Using Mobile Version Configuring Web Push Notifications for Mobile Version of Agent WP on Android and iOS Managing Personal Queue Thread Modes Personal Queue and Thread Categories Thread Indicators in Queue Navigating Threads Processing Threads Client Messages in Threads Editing and Deleting Messages Assigning Tags to Threads Closing Threads Using Hotkeys Using Agent Commands Leaving Internal Comments for Threads Working with Response Templates Managing Pinned Messages Transferring Threads Adding Black Carbon Copies (Bcc) to Emails Blocking Clients Tracking Agent’s Inactivity Working with Client Profile Enabling Client Profile Modifying Client Profile Retrieving Client’s Environment Data Sending Outgoing Messages Searching for Clients Using Other Features of Agent WP Reviewing Personal Statistics Reviewing Notifications Changing Profile Information Bug Log Supervisor Operations Getting Started System Requirements Supervisor Role Logging Into Supervisor WP Setting Up Profile Monitoring Working with Monitoring Tab Queue Widget Agent Status Widget Threads Widget History Using History Tab Deleting Messages in Threads Filtering Threads in Threads List Reviewing Chat History Viewing All Threads with Client Transferring Threads Closing Threads Sending Messages to Clients Editing Client Profile Managing Agents’ Ratings for KPI and Reports Downloading Chat and Routing History Reports Report Configuration Generating Reports Workload Report Operational Performance Report Agent Status Log Report Processing Performance Report Summary Report of Incoming Threads Messages Report Survey Results Report Pinned Messages Report Feedback Report Dashboards Default Dashboards Default Graphs and Tables Users Creating New Agent Accounts Editing and Blocking Existing User Accounts Settings Configuring Agent Sessions Agent Work License Information for Supervisor Notifications Approving/Declining Blocking Requests Approving/Declining Agent’s Profile Changes Creating Notifications Admin Operations Configuring Web Widget Web Widget Features How to Create and Connect a Web Widget How to Configure Web Widget Settings How to Customize the Web Widget Design How to Configure Web Push Notifications Settings.json Editor Features How to Create a New Web Widget and Transfer Outdated Web Widget Settings How to Install a Web Widget on a Website Information Agent Work License Information for Administrator Getting Started System Requirements Admin Role Logging Into Admin WP Configuring Password Policy Configuring Routing Settings Segmentation Adding Segments Routing Creating Routes Configuring Agent Workplace Configuring Agent Sessions Managing Response Templates Adding Response Templates to Directory Working with Existing Response Templates Managing Tags Creating Tags Selecting Tags for Departments/Skills Editing Existing Tag Structure Enabling Mandatory Tag Assignment for Agents Setting Up Numerical Values Timeouts Defining Client Chat Settings Setting Up Channel Working Hours Configuring Notifications about Personal Data Collection Working with Client Notifications Adding Default Client Notifications Adding Special Client Notifications for Segments Working with Service Scenarios Configuring Chat Invitation Scenario Managing Integrations Creating Agent Commands Connecting Chatbots Managing Email Settings Managing JIRA Settings Connecting Instagram Channel Connecting Facebook Channel Managing User Accounts Creating New User Accounts Editing and Blocking User Accounts Chatbots Using Chatbots Bot Connect Information edna Chat Center Passes to Chatbot Chatbot Capabilities Quick Reply Buttons Other Chatbot Features How to Connect Chatbots How to Check Chatbot Operation SDK Capabilities Chats in Mobile Apps Additional Capabilities How to Route Threads to Personal Managers API edna Pulse API Introduction General Information Messages Sending Messages Examples of Messages for API Receiving Message Statuses Message Errors Receiving Messages Sending message read confirmation Requesting Recipient’s Message History Channels Receiving List of Channels Cascades Retrieving Details of Cascades Cascade verification errors Templates Creating Operator Templates Receiving Template Registration Status Retrieving List of Templates Audience Creating Clients Registering Push Devices logout Method Requesting Client Data Updating Client Data Removing Clients Receiving List of Tags Callbacks Setting Up Callback URLs edna Chat Center API Authorization Login Request Configuring Token Lifetime in edna Chat Center Agents Create Agents Update Agents Get Agent’s Status Set Agent’s Status Get Agent’s Skills Log Out Agents Ping System Get Agents by Status Get Agent’s Sound Notification Setting Turn on Agent’s Sound Notifications Supervisors Create Supervisors Update Supervisors Users Block or Unblock Users Clients Get Client Profile by External ID Update Client Profile by External ID Replace External Client ID Update Client Profile by Internal Client ID in edna Chat Center Get Short Client Info by Phone Numbers or External Client IDs Get Client Profile by Internal ID Block Clients Threads Update Settings Get Thread Details Get Open Threads Get Threads by Status and Agent Logins Get Filtered Threads Assign Threads to Agents Transfer Threads Resolve Threads Close Threads Close Threads with Comments Get Average Handling Time (AHT) for Threads Within Provided Period Unassign Threads Bulk Close Threads Quality Settings Create Quality Survey Update Quality Survey Send Survey Messages Send Outgoing Messages Send Messages to Existing Clients Send Email to Client’s Email Address Send Messages to Specific Devices Send Messages from Agents to Existing Clients in edna Chat Center Send Messages from Agents to Existing Clients in edna Chat Center in the Routing Queue Commands Send Template Routing Queued Threads Inactivity Reasons Add Inactivity Reasons Update Inactivity Reasons Get List of Inactivity Reasons Distribution Threads Create New Distribution Thread Get Distribution Threads edna Chat Center API for Bot Connect Introduction Bot Connect API Description Quick Start Init Chat Webhook Message Webhook Hints Webhook Client Сontact Provided Webhook Customize ClientData in Webhook Content Greet Post Answers Hints Chat History Close Threads by Bot Close Threads by Bot with Comment Create New Distribution Threads Creating New Client Stub StubGreet Additional Channel Info WhatsApp Maintaining WhatsApp Channel Quality How to Verify WhatsApp Account in Facebook Business Manager Moving from HSM to Conversation-Based Pricing Commerce Messages for WhatsApp Creating Click-to-WhatsApp Ads Adding Click-to-WhatsApp Button to Facebook Page Deflecting IVR Calls to WhatsApp Enabling Notifications for Missed Calls Promoting WhatsApp Among Clients New WhatsApp Conversations Categories Push Retrieving Apple Push Certificate in P12 Format iOS Interruption Levels Android push library manual initialization Registering App in Firebase Obtaining Sender ID and API Key in Firebase Downloading google-services.json File from Firebase Registering Apps in Huawei AppGallery Obtaining Client ID and Client Secret Parameters in Huawei Console Downloading agconnect-services.json File from Huawei Console How to Fill In Data Collection Statement Possible Errors in...