AI Categories now cover your ticket Templates. This connection allows Replyco to intelligently recommend the most appropriate template based on the content of the ticket.

You’ll see the related AI Categories displayed within each template (they will be applied to the templates automatically, but you can edit/add/remove them manually as well), which helps ensure that the right suggestions are surfaced at the right time.

The system scans a ticket context and assigns AI Categories to tickets. Then, if there is an appropriate template with relevant categories, the following happens:

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Previously, all time-picking fields necessitated users to manually calculate timings to synchronise them with the server time, which was GMT+0.

Now, users can simply select the time using their local device time, and our system will automatically adjust accordingly.

Our advanced customers are already leveraging our OpenAPI to streamline ticket management and effectively address their business challenges.

We are pleased to announce that Replyco OpenAPI now seamlessly integrates with the LiveChat widget, empowering customers to take even bigger opportunities. For example, seamlessly connect their external AI agents with our widget.

If you are interested in accessing our OpenAPI, please contact the Support Team.

Users are now able to create ticket rules based on the "To:" field of an email that allows to cover more scenarios.

For example, you have one mailbox and one alias for it (sales@replyco.com as mailbox and billing@replyco.com as its alias), and you would like to affect tickets sent to billing@replyco.com only. In this case, we need to affect only tickets that have "To: billing@replyco.com" in the email's meta-data.

We have revamped the current access rights system to enhance its versatility, security, and ability to accommodate diverse scenarios involving sensitive information, particularly for large multi-brand teams.

The revised system comprises :

: Users with restricted access to a specific channel will be prevented from viewing tickets associated with that channel, similar to the approach employed in Instant Messages.

: Users with restricted access to a particular label will be excluded from viewing tickets related to that label. However, if a ticket contains multiple labels and at least one of those labels is accessible to the user, the ticket will be visible to the user. Conversely, if a ticket has multiple labels but the user has no access to any of them, the ticket will remain inaccessible.

It is that the “No Label” option is enabled by default in the labels list. Users with restricted access to this option will be prevented from viewing tickets that do not have any labels.

Replyco users can now automatically archive a ticket after a response.

This option is configured per user and can be found under:

This setting is turned off by default.

Replyco users can now edit Customer Details or even replace a customer associated with a ticket with a completely new one, all from within the in-ticket view.

This option is available for users with the following access rights:

Please note that this works only with email-based integrations.

This new feature enables users to perform the most popular ticket actions using key combinations, saving time during daily tasks.

The combinations are the following:

Send Message =>

Translate and Send =>

Previous Page / Next Unread Ticket =>

Archive Ticket =>

Resolve Ticket =>

This user-specific option can be enabled from the tab.

We have stopped the system from automatically creating new AI categories, allowing users to define their own categories. We also updated the list of default categories for new customers to enhance matching and organisation.

Additionally, we now update the ticket categories list each time a new message arrives in a ticket. This ensures that the categories list remains relevant.

Upon enabling this feature, Replyco synchronises all ticket-related notes from your integrated Order Management System (e.g., Linnworks) upon entering a ticket, ensuring that you always have access to the most up-to-date information at your fingertips.