Synthetix Cloud v4.0.0

General Improvements

• Product-Wide Redesign:
  A broad visual refresh has been applied across the platform, alongside numerous performance and quality-of-life improvements.
  These changes are focused on making Synthetix Cloud faster, clearer, and easier to use day-to-day.

Knowledge – Useful Links (Revamped)

• Redesigned Useful Links:
  Useful Links has been rebuilt to act as a shared knowledge repository for websites, files, and important numbers.

• Global & Personal Areas:

  • Global links can be managed company-wide for commonly used resources.

  • Personal links allow agents to save their own frequently used sites, documents, and contact details.

• Live Chat Integration:
  When using Live Chat and Knowledge together, agents can now share links and resources directly with customers without requiring attachments or downloads.

Live Chat Improvements

Smart Placeholders

• When knowledge articles contain placeholders, agents are now prompted to replace them before sending, helping prevent mistakes in customer messages.

Phrase Replacement Dictionary

• Added Phrase Replacement support in Preferences:

  • Create shortcuts such as typing ETA to automatically expand to Estimated Time of Arrival.

Canned Responses Redesign

• Canned Responses refreshed based on agent feedback.

• Limit increased to 20 responses.

• Responses are now searchable by keyword for faster use.

Status Management

• New Status Controls:
  Your availability status can now be changed by clicking the Status bar, anywhere in Synthetix Cloud.

• Status updates now appear:

  • In Metrics

  • On your Profile

  • Across team visibility panels

This allows better transparency when you’re away, busy, or in a meeting.

Theme Improvements

• Themes Reworked Across .cloud:
  Themes now apply consistently across the entire platform.

• Accessibility-Focused Design:
  Additional attention has been given to accessibility, including improved colour contrast and visual clarity to support users with visual impairments.