Synthetix Cloud v2.3A

Bug Fixes

• Right Panel Stability: Prevented the right-hand panel from unexpectedly switching between Queue and Knowledge views.

• Group Chat Duration Accuracy: Fixed incorrect chat duration display on the live chat operator activity Gantt chart for group chats.

• Document Viewer: External documents now display correctly in the document viewer.

• New Message Notifications: Fixed an issue where new message notifications occasionally failed to appear.

• Personal Preferences: Prevented unintended clearing of personal preferences.

• Knowledge Timelines:

  • Knowledge agent timelines now display correctly.

  • Panels no longer get stuck in an infinite loading state when no default application view is available.

• Ticket & Support Fixes:

  • Ticket interaction sent times are now displayed correctly.

  • Support interactions no longer prepend unwanted slashes to quoted text.

  • Using the back button on ticket articles no longer resets previously found results.

• Emoji Button: Fixed missing emoji button in chat.

• Notification Handling: Removed close animations to prevent lingering notifications blocking interactions.

Knowledge & Content Improvements

• Deep-Linking in Articles: Articles now support #anchor link syntax to scroll directly to relevant sections.

• Resizable Panels: Knowledge, Queue, and category/view panels are now resizable.

Messaging & Permissions

• New Permissions:

  • Ability to disable sending internal messages

  • Receive-only mode for Internal Messaging

• Default Permissions: The permission to raise feature requests is now enabled by default.

Metrics & Reporting Enhancements

• Timeline Context: Clicking a timeline in Metrics now defaults to the current channel type.

• CSV Export Accuracy: CSV downloads for metrics now more closely match the on-screen table data.

• Date Formatting: External Knowledge Metrics now use dd-mm-yyyy format.

• Trigger Consistency: External Knowledge Metrics triggers now match the style and behaviour of Live Chat trigger metrics.

• New Metrics Panels:

  • Total number of chats in Chat History

  • Average chat duration by operator

  • Percentage figures added to feedback bars

• Metrics Performance Mode: Added a dedicated performance mode to improve metrics page responsiveness.

• Metrics-Only Mode: The Synthetix Cloud Portal can now be configured in metrics-only mode.

Authentication & Access

• Azure SSO (BETA): Added beta support for Azure Single Sign-On.

• Improved Redirection Logic: Optimised permission-based routing when loading pages.

• Permission Group Messaging: Removed unnecessary “permission group has changed” alerts on shared devices.

UI & UX Improvements

• Theme Stability: Themes no longer flicker when reloading or logging in.

• Panel Resizing: Added support for resizing key UI panels.

Live Chat & Transcripts

• Persistent Chat Counts: Total number of chats now displayed in chat history.

• Customer “Likes” in Transcripts: Chat transcripts now show messages liked by customers.