Adding an external channel to the widget

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If an external channel is connected to the channel, then in the Settings > Widget + Online chat section there will be an option to add it to the widget on the site.

After adding an external channel to the list of available messengers, the system will ask you to specify an icon and a link that will be redirected to when clicked in the widget.

Icon restrictions:

The image size is no more than 1 megabyte.
Supported formats: JPG, PNG, GIF.
IP filtering for API
Now, API requests can be configured to run based on a list of allowed IP addresses, which is specified in the company settings.

IP filtering via API is disabled by default. You can enable the option and configure the list of addresses in the Settings > Security and access rights section .

After applying the settings, all requests from addresses not on the “white” list will receive a response with the error “ Unauthorized IP address (see ip filtering setting) ”

Recording first and last name from Telegram into the client card
Now, when creating a dialogue with a new client who wrote to the Telegram number, the client's first and last name will be recorded in the client's card instead of username.

Self-connection of WhatsApp in test mode
The new release adds the ability to connect WhatsApp using a trial panel. This means that if you have a trial period connected, you can independently connect a test WhatsApp without contacting technical support. Only one WhatsApp number can be connected via the trial panel.

How does this work?

Go to the trial panel via the Free mode > Connect messengers section and select Connect WhatsApp .
Enter your phone number and click Next .
You will see the notification Connecting WhatsApp .
A QR code will then be displayed. You need to scan it to complete the connection.
Online monitoring
A new subsection has appeared in the Reports section - Online monitoring beta .

Online Monitoring is an interactive analytics dashboard that displays real-time malaysia whatsapp data information about key performance indicators and metrics in Chat2Desk.

The service combines data and summarizes key information on various parameters. You will be able to identify and analyze trends and changes in the work of the contact center.

Available charts

number of received chats;
chat statistics;
NPS and FCR — customer satisfaction index and response index;
top 10 topics;
hourly chart of the number of requests received;
average response time per hour;
average reaction time per hour;
average service time per hour;
hourly SL chart ( Service Level - the percentage of requests that operators or managers managed to receive during a certain period of time).


It will be useful for those who use advanced statistics and a large number of operators.

Please note: the Online Monitoring panel is ready to use, but we continue to improve it, so the menu shows the Beta status.

To open the panel, go to the Reports section and click Online Monitoring beta . Next, in the new tab, you need to enter your Chat2Desk login and password and enter a one-time code if two-factor authentication is enabled.

Access to the section for operators and supervisors is disabled by default, but can be configured.

You can test the capabilities of the interactive online panel for free for 14 days, and for a full connection, write to us in the widget.

Redesigned report on message delivery and reading statistics
We have revised and supplemented the Message Delivery/Read Statistics Report.

New name - Message Delivery/Read Report .
In addition to Viber Business and Viber Public, WhatsApp Business API (360dialog) and Instagram* API are now supported.
The report can be generated for all available messengers at once, or you can customize the selection.
The report now includes new parameters: Messenger — the name of the messenger and Total — the total number of messages sent.
The report is available without enabling the Extended Statistics option .



Link to Google spreadsheet for mass work with clients in the section "Mailings and mass operations"
The new release adds a link to a Google Sheet that will allow you to perform bulk operations with contacts. With its help, you can upload contacts to Chat2Desk, create dialogues with new clients and assign tags.

For more information about the table's capabilities and how to work with it, read our article .

Hiding system messages from operators and supervisors
The Display system messages setting allows you to disable the display of system messages for operators or supervisors. It is enabled in the Settings > Security and access rights section .

By default, access to system messages is enabled for both roles.

Display number of days for current balance
Now the administrator has access to a forecast of how many days the balance will last and when it will need to be replenished.

If there is less than one day left before payment, the warning about this is highlighted in red.

Updating operator statuses in real time
Operator statuses are now updated in real time, meaning operators no longer have to refresh the page every time they transfer a chat to another operator.

Previously, when transferring, the chat could go to an operator who was on break or had the status "Busy" - to avoid this, you had to manually reload the page to double-check.