This release note provides an overview of the new enhancements in Comm100's Ticketing & Messaging. The new enhancements allow you to send media files for tickets from Facebook and Instagram channels, and improve the experience for sending canned messages containing hyperlinks for Email tickets.

Send Media in Facebook and Instagram Tickets

Comm100 Ticketing & Messaging supports sending media files for tickets from Facebook and Instagram channels. You can send images, documents, audio and video files to your contacts through the Agent Console.

On the Comm100 Control Panel, you must enable the Allow agent to send media files option on the settings page of your Facebook or Instagram page.

On the Agent Console, an Attachment icon gets enabled in the replying area, where you can upload and attach media files while replying to the contact. The attached file then appears in the chat bubble.

Supported File Types and Size

For Facebook tickets, Comm100 supports sending and receiving the following media formats and sizes:

For Instagram tickets, Comm100 supports sending and receiving the following media formats and sizes:

Send Canned Message Containing Hyperlinks in Email Tickets

Comm100 improves the experience for sending canned messages containing hyperlinks in Email channel. For Email channel tickets, when agents insert a canned message containing hyperlinks, the hyperlinks are shown as clickable text on both the agent and contact side.