Synthetix Cloud v4.10.0

Transfers & Metrics Updates

User Stats – Type Switch Request Fix
Fixed an issue where switching the type in User Statistics did not trigger a backend request, ensuring data now updates correctly.

Metrics Dashboard – External Knowledge Pin
Improved the behaviour of the External Knowledge pin on the Metrics dashboard for better visibility and stability.

Live Chat – Transfer System Enhancements

We’ve delivered a major upgrade to the chat transfer system, giving agents more clarity, control, and better handover tools.

Updated Terminology

To better reflect functionality and align with industry standards:

• Invite ➝ renamed to Agent Transfer

• Transfer ➝ renamed to Queue Transfer

Agent Transfers

Two clear transfer paths are now available:

• Conference Transfer (formerly Invite)
  Invite another agent into the conversation so multiple agents can collaborate with the customer in real time.

• Direct Transfer
  Pass the chat directly to another agent. Once transferred, the original agent automatically leaves the conversation.

Context Messages

Agents can now include Context Messages during transfers to provide a concise summary of the customer’s issue, ensuring smoother handovers.

Whisper Mode

We’ve added Whisper Mode for conference chats:

• Allows private messages between agents

• Hidden from the customer

• Enables internal collaboration without disrupting the client experience