What’s New In REVE Chat: Released 15 July 2025

We’ve rolled out several powerful enhancements across routing, reporting, canned responses, SLA calculations, ticket templates, and third-party APIs — all aimed at improving flexibility, personalization, and operational efficiency. Here’s what’s new:

1. Advanced Routing with Sub-Channel Support

Previously, businesses using advanced routing could only filter based on the main channel (e.g., WhatsApp, Facebook, Instagram). However, there was no support for filtering by sub-channel, such as specific WhatsApp numbers or individual Facebook Pages.

With this update:

• A new system attribute has been introduced to capture data for multiple sub-channels.
• Businesses that integrate multiple Facebook Pages, WhatsApp numbers, or Instagram accounts can now:
  • Filter routing conditions by specific sub-channel IDs (e.g., WhatsApp number, Facebook Page ID, Instagram handle).
  • Create advanced routing rules targeting specific sub-channels.
  • Route conversations from each sub-channel to the most relevant department or team.

This gives businesses much finer control over routing logic and enhances multi-channel management.

2. Business Hour-Based Chat Routing Priority

Previously, Outside Active Hours chats were always treated with lower priority, meaning:

• They were segmented in a separate “Unassigned” queue.
• When agents came online, inside active hours chats were assigned first.
• Outside hours chats were picked later, even if they arrived earlier.

With this update:

• A new configurable option allows businesses to set priority for outside active hours chats:
  • Lower Priority (default behavior): Continues the previous logic — outside hours chats are handled after active hour chats.
  • Higher Priority: All chats, whether received during or outside active hours, are treated equally in terms of routing priority.
    • This means outside active hour chats will not be deprioritized — they’ll be routed along with active hour chats based on FIFO or other rules.

Note: Once you change the settings, the changes will take effect in all future chats.

This update empowers businesses to handle missed chats more strategically and ensures important conversations aren’t delayed simply because they arrive outside working hours.

3. Sub-Channel Filtering in Chat History Reports

Previously:

• In the Chat History section (My Chats, Agent Chat, Bot Chat, Abandoned Chat), businesses could filter reports by channel type (e.g., WhatsApp, Facebook, Instagram).
• However, there was no ability to filter data by sub-channel, such as a specific WhatsApp number or Facebook Page.

With this update:

• A more granular filter option has been introduced.
• Now, when a business selects a channel (e.g., WhatsApp or Facebook), a dropdown appears allowing them to:
  • Choose a specific WhatsApp number, Facebook Page, or Instagram handle.
  • View and export reports specific to that sub-channel.

This enhancement brings greater visibility and reporting accuracy to multi-account/channel setups and helps businesses evaluate performance per page or number more effectively.

4. Canned Response Enhancements

Previously:

• No folder segmentation for canned responses — all responses appeared in a flat list.
• No department-level access control — every agent could view all canned responses regardless of their department or channel assignment.
• No media file support — canned responses were limited to plain text only.

New Updates Introduced:

Department-wise Access Control

• Businesses can now categorize canned responses into folders.
• While creating or editing a canned response, admins can now:
  • Assign departments to the response.
  • Ensure that only agents from the selected department(s) have visibility and usage rights.
• This is especially useful for businesses managing:
  • Multiple teams (e.g., Finance, Marketing, Support).
  • Multiple channels (e.g., different Facebook Pages or WhatsApp numbers).
  • Different canned messages for different contexts.

Media File Attachment Support

• Canned responses can now include media files like:
  • Images
  • Videos
  • PDFs
  • Other supported file types
• During a live chat:
  • If the channel supports the file type (e.g., Facebook Messenger supports images), it will be sent automatically.
  • If the channel does not support a file type (e.g., PDF via Facebook Comment), the system will automatically exclude that file from being sent.
  • This ensures smooth communication while respecting channel limitations.

These enhancements make canned responses more organized, secure, and media-rich, improving productivity and personalization across departments and channels. Access the Livechat attributes from here in Livechat Attributes menu.

5. Ticket Templates with Dynamic Data

New Feature Introduced:

• Businesses can now use template messages while replying to support tickets.
• A new section under Settings → Ticket Menu allows users to:
  • Create and manage ticket templates.
  • Access saved templates easily during the ticket reply flow.

Key Benefits:

• Faster and more consistent replies to customers.
• Templates can be customized using system attributes, allowing for dynamic content insertion. Access the ticket attributes from here in Ticket Attributes menu.

Businesses can now:

• Reuse commonly sent replies across tickets.
• Send dynamic responses with minimal manual input.
• Reduce response time and human error during repetitive support queries.

This update significantly enhances agent efficiency and ensures consistent and professional customer communication through templated responses.

6. Improved SLA Accuracy with Business-Hour-Aware FRT

We’ve fine-tuned SLA logic to deliver more accurate First Response Time (FRT) metrics that reflect real-world agent performance.

FRT Pausing for Off-Hour Chats:

When chats arrive outside your configured business hours, the system will pause FRT calculation until business hours resume or an agent responds proactively.

Flexible FRT Resumption Logic:

• If an agent replies after business hours resume, FRT is counted from the start of business hours.
  
• If an agent responds before business hours start, FRT is counted from their first message — ensuring they are not penalized for early engagement.

Improved SLA Reporting:

Your SLA reports now reflect:

• When chats were received
• When business hours resumed
• When agents responded

Smart Edge Case Handling:

Scenarios like agent logins before hours, chat transfers, and hybrid schedules (e.g., weekends off) are now handled seamlessly in SLA logic.

Fallback Mode:

If no business hours are configured, the system defaults to a 24/7 SLA tracking mode.

This update ensures your SLA metrics reflect true agent performance, honors proactive support behavior, and avoids inflated FRT due to off-hour chats.

7. Third-Party API Enhancements

We’ve made it easier to retrieve data programmatically through improved APIs:

• Chat API: Retrieve individual chat records.
• Ticket API: Fetch specific ticket details.
• Visitor API: Get detailed visitor info and lists.

🔗 Access the API Docs: You can explore our API library and usage guides here👉 REVE Chat API Documentation