Synthetix Cloud v2.1A

Chat & Collaboration Improvements

• Group Chat Notifications: Leaving a group chat now correctly notifies the remaining agents.

• Group Typing Indicators: Agents can now see when another agent is typing during group chats.

• Invite Status Accuracy: Pending chat invitations now update correctly, even if the invite notification is closed before being accepted.

• Customer Message Reactions: Customers can now “like” messages during a conversation.

Queue & Timing Accuracy

• Improved Queue Timing: Queue times now more accurately reflect the true duration an item has spent in the queue.

• Timezone-Aware Chat Start Times: Live chat initiation times are now correctly adjusted based on the agent’s timezone when first accepting a chat.

UI & Experience Fixes

• Avatar Display: User avatars now correctly appear in the main navigation bar.

• Spellcheck in IE: Live chat messages now retain correct spelling when using the spell checker in Internet Explorer.

Permissions & Administration

• Permission Groups: Permission groups now correctly apply and enforce user access levels.

• Support Ticket Management: Added support ticket management capabilities directly within the platform.

Knowledge & Reporting Enhancements

• Reporting Feedback: Reporting searches now correctly submit user feedback.

• External Knowledge Metrics: Added metrics and visibility for external knowledge base performance.

• Reliable Comment Handling: Comments no longer appear to disappear when being created or deleted.

Chat History & Transcripts

• Enhanced Transcripts: Chat transcripts have been restyled and now include richer detail.

• System Messages in History: System messages are now correctly included in both chat history and transcripts.

Security & Safety

• Two-Factor Authentication (2FA): Added two-factor authentication for improved account security.

• Experimental – Profanity Filter: Introduced an experimental profanity filter to help maintain professional conversations.