{"id":273201,"date":"2025-07-15T05:06:22","date_gmt":"2025-07-15T05:06:22","guid":{"rendered":"https:\/\/www.revechat.com\/?post_type=product-updates&#038;p=273201"},"modified":"2025-08-31T05:14:23","modified_gmt":"2025-08-31T05:14:23","slug":"reve-chat-v5-7-3","status":"publish","type":"product-updates","link":"https:\/\/www.revechat.com\/product-updates\/reve-chat-v5-7-3\/","title":{"rendered":"REVE Chat V5.7.3: Advanced Routing, Canned Responses &amp; SLA"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<p>We\u2019ve rolled out several powerful enhancements across routing, reporting, canned responses, SLA calculations, ticket templates, and third-party APIs \u2014 all aimed at improving flexibility, personalization, and operational efficiency. Here&#8217;s what\u2019s new:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Advanced Routing with Sub-Channel Support<\/h2>\n\n\n\n<p>Previously, businesses using advanced routing could only filter based on the main channel (e.g., WhatsApp, Facebook, Instagram). However, there was no support for filtering by sub-channel, such as specific WhatsApp numbers or individual Facebook Pages.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">With this update:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A new system attribute has been introduced to capture data for multiple sub-channels.<\/li>\n\n\n\n<li>Businesses that integrate multiple Facebook Pages, WhatsApp numbers, or Instagram accounts can now:\n<ul class=\"wp-block-list\">\n<li>Filter routing conditions by specific sub-channel IDs (e.g., WhatsApp number, Facebook Page ID, Instagram handle).<\/li>\n\n\n\n<li>Create advanced routing rules targeting specific sub-channels.<\/li>\n\n\n\n<li>Route conversations from each sub-channel to the most relevant department or team.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p>This gives businesses much finer control over routing logic and enhances multi-channel management.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. Business Hour-Based Chat Routing Priority<\/h2>\n\n\n\n<p>Previously, Outside Active Hours chats were always treated with lower priority, meaning:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>They were segmented in a separate \u201cUnassigned\u201d queue.<\/li>\n\n\n\n<li>When agents came online, inside active hours chats were assigned first.<\/li>\n\n\n\n<li>Outside hours chats were picked later, even if they arrived earlier.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">With this update:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A new configurable option allows businesses to set priority for outside active hours chats:\n<ul class=\"wp-block-list\">\n<li>Lower Priority (default behavior): Continues the previous logic \u2014 outside hours chats are handled after active hour chats.<\/li>\n\n\n\n<li>Higher Priority: All chats, whether received during or outside active hours, are treated equally in terms of routing priority.\n<ul class=\"wp-block-list\">\n<li>This means outside active hour chats will not be deprioritized \u2014 they\u2019ll be routed along with active hour chats based on FIFO or other rules.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><em>Note: Once you change the settings, the changes will take effect in all future chats.<\/em><\/p>\n\n\n\n<p>This update empowers businesses to handle missed chats more strategically and ensures important conversations aren&#8217;t delayed simply because they arrive outside working hours.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Sub-Channel Filtering in Chat History Reports<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\">Previously:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the Chat History section (My Chats, Agent Chat, Bot Chat, Abandoned Chat), businesses could filter reports by channel type (e.g., WhatsApp, Facebook, Instagram).<\/li>\n\n\n\n<li>However, there was no ability to filter data by sub-channel, such as a specific WhatsApp number or Facebook Page.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">With this update:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A more granular filter option has been introduced.<\/li>\n\n\n\n<li>Now, when a business selects a channel (e.g., WhatsApp or Facebook), a dropdown appears allowing them to:\n<ul class=\"wp-block-list\">\n<li>Choose a specific WhatsApp number, Facebook Page, or Instagram handle.<\/li>\n\n\n\n<li>View and export reports specific to that sub-channel.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p>This enhancement brings greater visibility and reporting accuracy to multi-account\/channel setups and helps businesses evaluate performance per page or number more effectively.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. Canned Response Enhancements<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\">Previously:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>No folder segmentation for canned responses \u2014 all responses appeared in a flat list.<\/li>\n\n\n\n<li>No department-level access control \u2014 every agent could view all canned responses regardless of their department or channel assignment.<\/li>\n\n\n\n<li>No media file support \u2014 canned responses were limited to plain text only.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">New Updates Introduced:<\/h4>\n\n\n\n<h5 class=\"wp-block-heading\">Department-wise Access Control<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Businesses can now categorize canned responses into folders.<\/li>\n\n\n\n<li>While creating or editing a canned response, admins can now:\n<ul class=\"wp-block-list\">\n<li>Assign departments to the response.<\/li>\n\n\n\n<li>Ensure that only agents from the selected department(s) have visibility and usage rights.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>This is especially useful for businesses managing:\n<ul class=\"wp-block-list\">\n<li>Multiple teams (e.g., Finance, Marketing, Support).<\/li>\n\n\n\n<li>Multiple channels (e.g., different Facebook Pages or WhatsApp numbers).<\/li>\n\n\n\n<li>Different canned messages for different contexts.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\">Media File Attachment Support<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Canned responses can now include media files like:\n<ul class=\"wp-block-list\">\n<li>Images<\/li>\n\n\n\n<li>Videos<\/li>\n\n\n\n<li>PDFs<\/li>\n\n\n\n<li>Other supported file types<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>During a live chat:\n<ul class=\"wp-block-list\">\n<li>If the channel supports the file type (e.g., Facebook Messenger supports images), it will be sent automatically.<\/li>\n\n\n\n<li>If the channel does not support a file type (e.g., PDF via Facebook Comment), the system will automatically exclude that file from being sent.<\/li>\n\n\n\n<li>This ensures smooth communication while respecting channel limitations.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p>These enhancements make canned responses more organized, secure, and media-rich, improving productivity and personalization across departments and channels. Access the Livechat attributes from <a href=\"https:\/\/app.revechat.com\/#settings\/custom-attributes\" target=\"_blank\" rel=\"noopener\">here in Livechat Attributes menu<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Ticket Templates with Dynamic Data<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\">New Feature Introduced:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Businesses can now use template messages while replying to support tickets.<\/li>\n\n\n\n<li>A new section under Settings \u2192 Ticket Menu allows users to:\n<ul class=\"wp-block-list\">\n<li>Create and manage ticket templates.<\/li>\n\n\n\n<li>Access saved templates easily during the ticket reply flow.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Key Benefits:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faster and more consistent replies to customers.<\/li>\n\n\n\n<li>Templates can be customized using system attributes, allowing for dynamic content insertion. Access the ticket attributes from <a href=\"https:\/\/app.revechat.com\/#settings\/custom-attributes\" target=\"_blank\" rel=\"noopener\">here in Ticket Attributes menu<\/a>.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Businesses can now:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reuse commonly sent replies across tickets.<\/li>\n\n\n\n<li>Send dynamic responses with minimal manual input.<\/li>\n\n\n\n<li>Reduce response time and human error during repetitive support queries.<\/li>\n<\/ul>\n\n\n\n<p>This update significantly enhances agent efficiency and ensures consistent and professional customer communication through templated responses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6. Improved SLA Accuracy with Business-Hour-Aware FRT<\/h2>\n\n\n\n<p>We\u2019ve fine-tuned SLA logic to deliver more accurate First Response Time (FRT) metrics that reflect real-world agent performance.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">FRT Pausing for Off-Hour Chats:<\/h4>\n\n\n\n<p>When chats arrive outside your configured business hours, the system will pause FRT calculation until business hours resume or an agent responds proactively.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Flexible FRT Resumption Logic:<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If an agent replies after business hours resume, FRT is counted from the start of business hours.<br><\/li>\n\n\n\n<li>If an agent responds before business hours start, FRT is counted from their first message \u2014 ensuring they are not penalized for early engagement.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Improved SLA Reporting:<\/h4>\n\n\n\n<p>Your SLA reports now reflect:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When chats were received<\/li>\n\n\n\n<li>When business hours resumed<\/li>\n\n\n\n<li>When agents responded<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Smart Edge Case Handling:<\/h4>\n\n\n\n<p>Scenarios like agent logins before hours, chat transfers, and hybrid schedules (e.g., weekends off) are now handled seamlessly in SLA logic.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Fallback Mode:<\/h4>\n\n\n\n<p>If no business hours are configured, the system defaults to a 24\/7 SLA tracking mode.<\/p>\n\n\n\n<p>This update ensures your SLA metrics reflect true agent performance, honors proactive support behavior, and avoids inflated FRT due to off-hour chats.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">7. Third-Party API Enhancements<\/h2>\n\n\n\n<p>We\u2019ve made it easier to retrieve data programmatically through improved APIs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chat API: Retrieve individual chat records.<\/li>\n\n\n\n<li>Ticket API: Fetch specific ticket details.<\/li>\n\n\n\n<li>Visitor API: Get detailed visitor info and lists.<\/li>\n<\/ul>\n\n\n\n<p>&#x1f517; Access the API Docs: You can explore our API library and usage guides here&#x1f449;<a href=\"https:\/\/www.revechat.com\/help-center\/api-documents\/\" target=\"_blank\" rel=\"noreferrer noopener\"> REVE Chat API Documentation<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve rolled out several powerful enhancements across routing, reporting, canned responses, SLA calculations, ticket templates, and third-party APIs \u2014 all aimed at improving flexibility, personalization, and operational efficiency. Here&#8217;s what\u2019s new: 1. Advanced Routing with Sub-Channel Support Previously, businesses using advanced routing could only filter based on the main channel (e.g., WhatsApp, Facebook, Instagram). However, [&hellip;]<\/p>\n","protected":false},"author":43,"featured_media":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"product-updates-category":[1851,1857,1862,1858],"class_list":["post-273201","product-updates","type-product-updates","status-publish","hentry","product-updates-category-inbox","product-updates-category-reports","product-updates-category-tickets","product-updates-category-ux-improvement"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/product-updates\/273201","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/product-updates"}],"about":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/types\/product-updates"}],"author":[{"embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/users\/43"}],"version-history":[{"count":2,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/product-updates\/273201\/revisions"}],"predecessor-version":[{"id":273212,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/product-updates\/273201\/revisions\/273212"}],"wp:attachment":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/media?parent=273201"}],"wp:term":[{"taxonomy":"product-updates-category","embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/product-updates-category?post=273201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}