Synthetix Cloud v4.11.3

User Experience & Chat Enhancements

User Preferences – Button Improvements
Improved the usability and behaviour of buttons within the User Preferences area.

Chat History – Timestamp Updates
Enhanced the display and accuracy of timestamps in Chat History for clearer conversation tracking.

Auto Suspend Timer
Introduced an automatic suspend timer to help manage agent availability and inactivity more effectively.

Chat Metadata

We’re excited to introduce Chat Metadata, a powerful new feature that adds richer customer context to your conversations:

• Admins can define custom business-specific fields in the Admin area

• These fields can be collected before or during live chats

• Agents can view and update metadata in the Customer Information panel during active conversations

This helps teams deliver more personalised and informed support.

Supervisor Controls

Supervisor Suspend Mode
Supervisors can now place agents into Suspend mode, improving operational control and team management.