This release update provides an overview of the new features and improvements added to the Ticketing & Messaging product.

Single Conversation Mode in Messenger 

When this option is enabled, visitors will experience a continuous conversation thread, rather than receiving multiple, fragmented tickets. This makes it easier for visitors to follow the full conversation history in a single thread, reducing confusion and ensuring smoother issue resolution.

AI Agent & AI Copilot in Messenger 

You can now configure AI Agent and AI Copilot for the Messenger channel to automate routine inquiries, assist agents in real time, increase response speed and case resolution efficiency. 

Mobile SDK Integration for Messenger  

Messenger can now be embedded directly into your mobile app using our new Mobile SDK, allowing your customers to initiate queries anytime from within the app.

In addition, you can configure Push Notification by setting up a request to be sent to a specified webhook URL whenever a new message is delivered to a user. Your receiving system can then process this data and trigger a push notification to alert the appropriate app user.

If you’d like to install Messenger in your mobile app, please reach out to your Comm100 Account Manager or contact our support team.

Outreach for Messenger  

Outreach is now available on the Messenger channel. You can proactively reach out to specific customer segments using personalized messages, making it easier to launch targeted campaigns and engage with users at scale.

To learn more about Outreach Management, see this article.

Internal Ticket Linking  

You can now create an Internal ticket to link the related existing ticket together. This allows your team to maintain a clear overview of ongoing cases, document internal progress, and improve transparency for internal tracking and coordination.