Release notes for previous versions

It is now possible to configure the planning rules to allow concurrent appointments for the On Location meeting type. Previously this was only possible for the Office meeting type.

The functionality for On Location appointments works exactly the same as for Office appointments, except that the location (based on geolocation coordinates) must be identical to allow concurrent appointments.

Support has been added for background image and background blur in video calls. When available, Agents and customers can each choose to apply these features to their own video image.

Background blur is available by default.

Background image replaces the user's background with a default image. To enable this option, send the image you wish to use in your environment to CST. Images must be in PNG or JPEG format and 1920px wide by 1080px high.

9953

French, German and Spanish translations for the appointment Insights dashboards have been improved.

9866

CRM Integrations client can include languages and translations on creating/updating questions.

9831

Setting up Coverage regions for team members has a more intuitive UI, and allows CSV download.

9790

Listing.location has been added to the webhook payload.

9619

When a user does not have any external calendars synchronised, an extra button is shown to make synchronising these more intuitive.

9618

Context menus for day/week templates in the Appointment Hours screen are more accessible.

9617

Marking an appointment as ‘Cancelled’ or ‘Didn’t show up’ on the appointment Detail page is more intuitive.

9519

When viewing a calendar, the contrast between white and grey to indicate availability has been improved to support users with colour vision deficiency.

9468

Delete buttons are now accompanied by a consistent warning message throughout the Engage Backoffice.

9463

Various lists of resources are now ordered alphabetically, including listing Employees alphabetically by last name.

9247

Phone number of offices can now be as little as 4 characters long.

9205

When creating an appointment in the Engage Backoffice, if there is only one meeting type enabled for the enterprise, users are no longer shown a selector with only one choice.

8793

Conversion Analytics are now available in French, German, Danish and Norwegian.

9038

The marker of an office’s location on the map is more clearly visible, with less clutter.

9955

When searching for a team member (via Team > Appointments or Team > Scheduling), inactive Employees are not returned.

9942

Internal notes on appointments can now include line breaks, enabling improved formatting.

9918

Fixed an issue where reassigning Microsoft Teams video appointments to a different Agent would cause the customer URL to point to an incorrect meeting.

9904

When listing regions in the Coverage Region page, items without a postal code are now ordered alphabetically.

9895

When rescheduling an appointment through the Engage plugin, it is no longer possible to choose a time when the Agent already has another meeting.

9871

Fixed an issue where the Team overview would not show any appointments.

9868

Loading indicators are now all aligned centrally.

9856

Fixed an issue where the Outcome Remark of an appointment wasn’t shown in the appointment Detail page when the matching subject did not include a list of outcomes.

9842

Office Managers can no longer edit the External ID of an office.

9814

Fixed an issue where, when selecting Team > Team and then selecting an Employee, selecting a different office from the top left drop-down did not change the selected office.

9798

The link included within emails to edit or cancel an appointment now correctly directs the recipient to the appropriate language version of the Engage plugin.

9777

Fixed an issue where, when an Admin accessed the Calendar page and was not allowed to access the synchronised calendars of all Agents, the page still attempted to load, resulting in an error.

9739

Fixed an issue in the Engage plugin where asking the user to input their address for an on-location meeting resulted in the same questions getting asked multiple times.

9736

On loading the Engage plugin with presets, when a Listing is selected and the office step is hidden, the office linked to the Listing is now correctly applied to the context.

9735

Fixed an issue where, when loading the Engage plugin with a context that has a Listing with a single contact assigned to it, the timetable wasn’t loaded.

9713

When creating a day template in the Appointment Hours page, the name of a day is no longer shown.

9690

Outgoing appointments (requests) have the correct background colour when viewed in the calendar.

9674

Appointment Insights data is now displayed in the correct language.

9644

Fixed an issue where, when loading the Engage plugin with a Listing context where the Listing is linked to multiple subjects and one office, the plugin showed all subjects even when some subjects were unavailable in that office because of settings and / or no assigned Agent.

9634

Fixed an issue where deleting a subject would result in any Listings linked to only that subject being no longer bookable.

9624

Improved the UI so that opening the Team appointment list will pre-select all team members and show their appointments, rather than selecting no team members and consequently showing no appointments.

9591

When a user who has a different language than the enterprise is creating a new Subject, or updating an existing Subject, the UI now shows a clear indicator of the language in which the Subject name will be saved.

9578

Fixed an issue where the meeting type icon and text weren’t correctly aligned in the Engage plugin.

9576

Fixed an issue with input validation in the Engage BackofficeOrganisation > Subject > Planning Rules page that caused values that were not a multiple of 5 to be rejected.

9521

Fixed an issue where searching within the Engage Backoffice would return some incorrectly filtered results that were not relevant to the search term.

9432

Fixed an issue in the Engage plugin where questionnaire components marked as hidden were displayed.

8919

Fixed an issue in the Engage plugin where the name of the selected Agent wasn’t always shown in the office step.

8915

Fixed an issue in the Team > Scheduling > Assignments page where using the “Select all” or “Deselect all” options for all Agents wouldn't work when Agent prioritisation was enabled.

8703

Fixed an issue where rescheduling an appointment linked to a Listing allowed the customer to choose an appointment time outside of the Listing’s defined availability and instead based on the Agent’s availability.

9903

Fixed an issue where removing the last question of a questionnaire would result in an error, resulting in an empty screen.

The HubSpot Integration Service provides a one-way integration that forwards customers and related appointments from Pexip Engage to a HubSpot account.

When appointments are created in Pexip Engage (no matter where they originate from), the data is sent to HubSpot where it looks for a contact record matching the customer related to the appointment, based on the customer email (HubSpot uses the email as a unique identifier). If no matching contact record can be found, a new contact record is created with the first name, last name and email of the customer related to the appointment.

Next, a timeline event is created for the contact in HubSpot, indicating what happened (appointment created, appointment canceled, etc.) and including some information about the appointment.

HubSpot can also trigger workflows using these timeline events, enabling further automation of business processes.

The integration currently only supports English as a language.

Settings are now available to control the visibility of certain features in the Engage Backoffice, via the Enabled features page (Organisation > Settings > Enabled features).

The following fields can now be used in calendar event templates:

• customer.customer_number
• office.title
• listing.title
• appointment.initiated_from

When creating a meeting link, it is possible to pre-select the subject for the meeting.

Appointment insights can now also be filtered on subject category.

Office Managers cannot change Employee availability time slot settings related to other offices that are not managed by the Office Manager.

Past non-complete appointments can be completed directly from the Appointments view (using the Complete appointment button).

Administrators can now remove the default subject for their organisation (if one is configured under Organisation > Settings > General).

The page where Agents can manage their calendar synchronisation has been improved to be more readable and get a cleaner look.

Emails sent to customers no longer contain office details for appointments that take place via phone, video or on location.

The Engage Backoffice has been improved to better handle small widths or split screens.

In the Engage Backoffice the button for creating a new appointment will be hidden when viewing an office without Agents.

The organisation's logo will be included in emails sent to Agents (as well as in emails sent to customers).

The plugin will now show as unavailable any time slots where an appointment has been booked but not yet accepted (in addition to time slots already booked).

Office Managers who are not also Administrators can no longer invite new users to the Engage platform; they can only add existing users to their offices.

When an Administrator is assigning offices to an Agent, the office can be selected from a drop-down list (in addition to using a search box).

Some office details could not be saved.

• This problem was limited to offices located in time zones for which automatic resolution was failing. This has now been solved by requesting the user to manually enter the time zone in such specific cases.

Starting the plugin with an incorrect configuration resulted in the plugin not starting.

• The plugin will now start and ignore the provided configuration.

Creating an on-location appointment in the web app restricted the search to locations in the same country as the selected office. Now, locations in other countries will also be offered, although locations in the same country will be listed first.

Office Managers were able to change roles for an Agent, although the changes could not be saved. This option has now been removed.

By default, the renewed web application is started.

This is configurable per tenant upon request. That means that it is possible to still have the old web application started by default. Contact your Customer Success Manager for more info.

A user can switch to the non-default web application coming from the default web application. The non-default web application will only be used for that tab. When the user opens a new tab, the default web application will be started again.

It was already possible for an Agent to receive an email notification when Pexip Engage detects that the synchronisation with an agent’s external calendar is broken. This notification allows the agent to undertake appropriate actions to restore the synchronisation and resynchronise appointments that could not be pushed to the external calendar.

Up until now, this notification was only triggered when a write operation to the external calendar fails.

The notification will now also be triggered when a read operation to the external calendar fails. This means that Pexip Engage will now always notify the agent as soon as it sees that an interaction with the external calendar is not working properly anymore, which makes the system more robust.

Implies a breaking change (see Breaking changes section below).

Fetching schedulable subjects and offices is done in the Pexip Engage plugin and Partner Booking Application as part of the booking flow.

When using region coverage this does not apply (will be part of a future release)

Implies a breaking change (see Breaking changes section below).

The email address that is used to send emails to customers is configurable (e.g., noreply@mycompany.com). However, changing the domain name (e.g., mycompany.com) should always be coordinated with your Customer Success Manager to avoid deliverability issues.

A warning has been added to the renewed web application to indicate this.

An on-location appointment requires a fully qualified address.

The location search in the plugin however allows to only provide a city. This results in the appointment creation failing in the last step.

When there is no fully qualified address available, additional fields will be shown in the last step to make sure the missing information can be provided.

The conversion analytics could receive corrupt data when the plugin is accessed by a Google Bot session.

When the conversion analytics data ingestion detects a session event with a user agent that contains ‘googlebot’, then the session event will be ignored.

Existing corrupted data will be fixed manually by Pexip Engage.

Access and refresh tokens are returned when calling

/calendars?include=sync_account. (Our ref. SKED-8892)

The office manager relations with offices are now deleted in cascade when an office manager is deleted.

Implies a breaking change (see Breaking changes section below).

• If you are not sure if this applies to your current Pexip Engage setup or integration please double-check with your IT department or integration partner.
• Use the ‘provider’ attribute on the related calendar instead to retrieve the external calendar provider related to an external calendar event.

• If you are not sure if this applies to your current Pexip Engage setup or integration please double-check with your IT department or integration partner.
• Before this change, when schedulable subjects were fetched, only those subjects for which a translation exists that matches the requested language would actually be returned.
• After this change, also subjects without a translation for the requested language will be returned if they are schedulable.
• If this is a problem in your integration, please contact your Customer Success Manager for assistance.

• If you are not sure if this applies to your current Pexip Engage setup or integration please double-check with your IT department or integration partner.
• If this is a problem in your integration, please contact your Customer Success Manager for assistance.

• If you are not sure if this applies to your current Pexip Engage setup or integration please double-check with your IT department or integration partner.
• After deleting an office manager, you should not delete the related office relations anymore.