This release note provides an overview of the new features and enhancements in Comm100's Ticketing & Messaging and Contact Management. The new features and enhancements allow you to send WhatsApp media, forward email tickets, block senders, and display inline images in the email ticket channel. Additionally, for Contact Management, a Webhook feature is now available, allowing users to transfer data to their own system.
Webhook Triggers for Contact Management
Contact Management Triggers allow you to apply webhooks to contact-related events. By applying webhooks, you can send contact data to your own system in real time whenever a contact is created, deleted, updated, deleted, and so on.
To learn more about using webhook for Contact Management, see how to create a webhook, how to use Contact Management Triggers.
WhatsApp Send Media
Comm100 Ticketing & Messaging supports two types of WhatsApp accounts: WhatsApp Cloud and Twilio WhatsApp. You can now send WhatsApp media files to your contacts.
On the WhatsApp page of the Comm100 Control Panel, you must select the Allow agent to send media files check box to send media files.
On 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 on the chat bubble.
Supported File Types and Size
The Twilio API for WhatsApp supports sending and receiving the following media formats and sizes:
| Media | Supported Types | Size Limit |
| Images | JPG, JPEG, PNG, WEBP* | Up to 5 MB |
| Audio | MP3, OGG**, AMR, AAC, MPEG | Up to 16 MB |
| Documents | PDF, DOC, DOCX, PPTX, XLSX | Up to 16 MB |
| Video | MP4 (with H.264 video codec and AAC audio.), HEIC | Up to 16 MB |
| Contacts | vCard (.vcf) | 100 KB |
The Cloud API for WhatsApp supports sending and receiving the following media formats and sizes:
| Media | Supported Types | Size Limit |
| Images | JPEG, PNG (Images must be 8-bit, RGB, RGBA.) | Up to 5 MB |
| Audio | MP3, OGG (Only Opus codecs), AMR, AAC, MPEG. MP4 | Up to 16 MB |
| Documents | PDF, DOC, DOCX, PPTX, XLSX, Open XML Format | Up to 100 MB |
| Video | MP4 (Only H.264 video codec and AAC audio codec are supported.) | Up to 16 MB |
Forward Email Ticket
In Comm100 Ticketing & Messaging, you can forward email tickets to people within and outside your organization.
The feature helps streamline the customer's query where an email ticket requires suggestions or further analysis from other agents within an organization or from a user who does not have an account within Comm100.
To learn more about forward email ticket, see this article.
Block Contact Identities
The Comm100 Ticketing & Messaging allows your agents to block contact identities across different channels from Agent Console and Control Panel. By blocking contact identities, you can prevent unsolicited ticket messages from receiving to your agents.
To learn more about the block contact identities, see this article.
Inline Image
Comm100 Ticketing & Messaging supports the inline image within the ticket messages of the Email channel. On the Comm100 agent console, having an inline image in the Email ticket message helps in understanding the context of the message that your contact wants to share with you.
You can choose to show or hide the inline images within the message. You need to select the Show Image icon against the image link. The image link is removed and replaced with an inline image.
To learn more about an inline image, see this article.