This release update provides an overview of the enhancements made to Comm100 Ticketing & Messaging.

WhatsApp Template Messages Can be Sent after 24-Hour Service Window

For conversations between businesses and customers, WhatsApp closes the session if it has been longer than 24 hours since a customer's last message. Prior to this release, if agents failed to reply to a customer's WhatsApp message in 24 hours, they could not reply to the ticket from the Agent Console. The new enhancement in WhatsApp allows agents to send Template Message to users outside the 24-hour service window, ensuring that important messages are delivered efficiently.

When handling WhatsApp tickets outside the service window, agents can see the notice indicating that they cannot send free-form messages, and have the option to send pre-approved template messages.

Ticket Count Visible in a View

Views in Ticketing & Messaging help agents organize tickets based on predefined conditions. When agents handle tickets from the View tab, the total number of tickets in the View is displayed. 

When tickets are selected in a View, the system shows the number of selected tickets instead.