Release Note v4.8.2.4

For versions:4.8.2

3Dolphins

3Dolphins is the applied AI (Artificial Intelligence) solution for companies and organisations to improve their customer’s experience across channels. We do this through our core products: Social CRM (Customer Relationship Management), NLP (Natural Language Processing)-based Chatbot and Mobile Workforce Management. 3Dolphins AI serves as the technology foundation of those products, combined by deep expertise and wide experience of the team. Built and delivered as enterprise-class solution, on cloud or on-premise, 3Dolphins is trusted by one of Indonesia’s largest bank. Our approach for improving customer experience through AI is by enabling seamless collaboration between machine and human. 3Dolphins solution is developed by PT InMotion Inovasi Teknologi (InMotion).

What’s New in Version 4.8.2.4

On March 03, 2020 InMotion has been announce the launch of features updates and bug fixes of 3Dolphins.


Features Update

Sync Direct Message (DM) & Mention

Sync Direct Message (DM) & Mention is new distribution logic for Twitter channel. Direct Message (DM) ticket will be assigned automatically to agent holding Mention ticket from same twitter account. This behaviour is configurable in Rule Management at each twitter rule.


To view update document, please refer to document Rule Management


Unmerged Ticket

Unmerge ticket function is to reverses the merging action and brings back the original tickets. ticket that has been unmerge will move to ‘pending‘ tab and it starts behaving like any other regular ticket. After unmerge ticket, SLAs will start working again.


To view process unmerge ticket, please refer to document Customer Support


Bug Fixes

  • Fix telephony ticket profile picture click action (View Customer 360) is inconsistent with other tabs.
  • Fix unassigned ticket not redistributed when ticket arrived without rule created

Stay up-to-date with what’s new at 3Dolphins by Following our Release Note.
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