Our November 8^th 2023 release, v2023.22, introduces:

• A new Custom Alert for duplicated customer creations, available in your Dashboard

• A new Custom Alert for messages that were not sent, available in your Dashboard

• The ability to create custom Events for your Extensible Channel Controls, available in your Playbook

• The ability to view your message send rate, available in your Settings

• The ability to deactivate message sending, available in your Settings

For the complete list of changes, please read the Features Summary section, and for bug fixes please read the Bug Fixes section of this article.

Custom Alerts

Your Dashboard now has two new Custom Alerts that are available for configuration. The first is for duplicated creation of Customers. The second is for messages that have been queued but have not been sent.

The first alert is for duplicated customer creations. It has been introduced because duplicated customers can cause a number of complications within the Platform. If this is to occur, you will want to take action immediately. The threshold represents the number of customers and utilizes a Rolling Monitoring Period.

The second alert is for messages dispatched to a message provider, but not sent. Like duplicated customer creations, this is something that you would want to immediately action. You would likely want to action this by checking the message provider for any outages or issues with rate limiting. A message is considered “not sent” if the provider has not provided our Platform confirmation that they have dispatched a message within 30 minutes. If a message has been dispatched but was not successfully delivered, it is still considered sent, even if it was not received. The threshold represents the number of messages and utilizes a Rolling Monitoring Period. Both email and SMS are included in the count.

Extensible Channel Control

Introduced in our previous release, Extensible Channel Controls are a way for you to configure any method of communication with your Customers. This release extends the Extensible Channel Control to capture custom Events, which are critical for understanding the success or failure of the message delivery. Additionally, it allows for Customer engagement data to be stored directly within the Platform.

For this release, visibility to engagement Events within the Platform is limited and requires custom reports built by members of the Symend team. Therefore, the use of Extensible Channel Control Custom Events is limited to a small group of individuals for the time being. Please keep an eye out for a future release where this capability will be available to a broader audience.

Settings

We have introduced a new setting for Message Send Rate in your Channel Integrations. In this area, you will be able to deactivate or reactivate the sending of your messages if you have the Channel Admin role. You will also be able to view the rate that has been configured for your Organization. If you have the Channel Viewer role, you will be able to view this page, but you will not be able to modify the settings. If sending has been deactivated, all users when viewing your organization will see a notification at the top of the screen informing them. Those with the Channel Admin or Channel Viewer roles will also see a warning icon in their left-hand navigation menu within their settings. This setting will affect your SMS, emails, and anything configured for your Extensible Channel Controls.

You can see what a Channel Admin would see, where to find this, and the notifications when sending is disabled in the following image:

Open

Features Summary

Bug Fixes