July 2025
Airdrop APIs & Webhooks
ADaaS
This enhancement brings a comprehensive upgrade to the ADaaS ecosystem, focusing on improving developer resources, system architecture, observability, and support tools. It aims to create a more developer-friendly environment while boosting system reliability and support efficiency.
The following improvements have been implemented:
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Error handling enhancements: Fixed issues related to momentary connection failures by implementing retry mechanisms.
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Attachment download reliability: Resolved challenges with attachment downloads in SDK and template snap-ins to ensure consistent performance.
Conversation and Ticket Workflows
Internal Tickets:
You can now create Internal Tickets to manage customer-related tickets without exposing them to the customer. This allows your team to collaborate privately before choosing to share the ticket externally.
Key Capabilities:
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Private by Default: Internal tickets remain hidden from customers, even if customer fields are included.
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Controlled Visibility: Convert to an external ticket when you’re ready to share. This action is permanent.
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Simplified Creation: Select Create Internal Ticket from the Ticket Creation dropdown.
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Focused UI: The Customer Messages tab is disabled on internal tickets to prevent unintended communication.
This feature supports internal workflows while giving you control over when customer engagement begins.
For more information about Conversation and Ticket Workflows, refer to the following articles: ‣ Auto parts to conversation | Automate | Snap-ins ‣ Automatic customer reply | Automate | Snap-ins ‣ Tickets | Support ‣ Routing | Support ‣ Conversations | Support
Marketplace
We've introduced an marketplace in our workflow builder that lets you access and install nodes from marketplace directly within the workflow builder. This enhancement streamlines your workflow by allowing you to search and add actions without leaving your current task, making the process smoother and more efficient. Currently, you can install Slack actions, with more coming soon!
For more information about Marketplace, refer to the following article: Convergence | Automate | Snap-ins
PLuG
Ability to Insert an Article in RTE:
Users can now add an article link via the Insert Article button in the RTE, allowing them to hyperlink the article for customer communication. Ensure that customers have access to the article before sending.
For more information about PLuG, refer to the following article: PLuG
