Release Notes 34.12.0
This release focuses on improving visibility, control, and user experience across the platform. Key highlights include enhanced WhatsApp capabilities with retry tracking and audit logs for template changes, improved audit log accuracy with second-level timestamps and timezone alignment, and a cleaner Live Chat interface with customizable panel visibility. Together, these updates strengthen operational transparency and usability. The release also includes multiple bug fixes to improve system accuracy, routing logic, and overall reliability.
New features and enhancements#
Added the retry count column in WhatsApp reporting#
#KR-10506, #enhancement, #whatsapp, #retry-mechanism
Enhanced WhatsApp reporting by introducing a new column that displays the number of retry attempts for each message. Building on the previously released retry mechanism, this update provides better visibility into message delivery performance by showing how many times a message was retried before success or failure.
This allows clients to more easily monitor delivery issues, analyze retry patterns, and make informed decisions to improve communication reliability, especially for high-volume messaging scenarios.
New option to hide tags and profile panel in Live Chat by default#
#KR-10504, #enhancement, #livechat, #handover, #setting
Introduced a new setting under Settings > Handover > Hide tags panel by default that allows clients to hide the tags and profile panel by default in the Live Chat interface. Previously, this panel was always visible when accessing Live Chat.
With this enhancement, when the setting is enabled, the panel will be automatically hidden each time users open Live Chat. This provides a cleaner interface, reduces visual clutter, and allows agents to focus more on conversations while still having the option to expand the panel when needed.
Enhancement: Added audit logs and history tracking for WhatsApp message templates#
#KR-8238, #enhancement, #whatsapp, #auditlog
Introduced audit logging for WhatsApp message template actions, including create, update, and delete. This allows clients to track who made changes and when, improving visibility and accountability.
A new message template history view has also been added to the dashboard, enabling users to review past changes and maintain better control over template management. Additionally, warning indicators are shown for templates with missing or inconsistent history, helping users quickly identify potential issues.
This enhancement strengthens governance, improves traceability, and reduces risks when managing WhatsApp templates.
Improved audit log timestamp precision and timezone alignment#
#KR-10310, #enhancement, #auditlog
Enhanced the audit logs to include seconds-level timestamps and align time display with the user’s dashboard timezone settings. Previously, logs only showed time up to minutes, which made it difficult to distinguish events occurring closely together.
With this enhancement, users can now clearly track event sequences—such as auto vs manual assignment or status changes happening at the same time—with greater accuracy. This improves traceability, reduces ambiguity in investigations, and provides more reliable audit insights.
Bug fix#
- [#KR-10427] Fixed mismatch between evaluation row colors and answer score calculation
- [#KR-10492] Fixed maintenance banner configuration not saving properly
- [#KR-8245] Fixed issue requiring multiple clicks on “Show more conversation” in Monitor tab
- [#KR-10451] Fixed incorrect routing to after-hours due to office hours configuration
- [#KR-10451] Fixed custom tag search not working in Monitor Chats
- [#KR-10499] Fixed issue allowing empty required file attachments to be submitted