We updated the emoji library, added new features, and optimized the panel’s performance — making it easier for agents to use and enhancing client communication to be more friendly.
Key changes:
- +491 new emojis (with a total of 1773 available);
- added search functionality in both Russian and English;
- the editor now displays the emojis themselves instead of their codes;
- emojis are now available in macros and rule actions;
- the recently used list has been extended to 18
How it works
Emoji panel
1. We added 491 new emojis and updated the appearance of some existing ones. The panel now offers a total of 1773 emojis.
2. The panel displays nine emojis per row instead of the previous eight.
3. Added search functionality: now you can find emojis using keywords in both English and Turkish.
4. Emojis now display as images in the editor instead of their codes.
If you insert Unicode emojis, they will also appear in the style of the current emoji library.
5. The "Recently used" list is now shared across all scenarios (chats, email cases, bulk actions, macros, and rules) within a specific account. It stores up to 18 emojis in two rows.
Agents and administrators have separate "Recently used" lists. However, within the same account, the same list is used even if you log in from a different browser or device.
Usage and behavior
6. Emojis can be used in macros and rule actions that have a text field, including:
- add note;
- send message to chat;
- send email to user;
- send email to groups;
- send email to agents;
- schedule reopening.
7. You can copy text along with emojis.
Reactions to messages in chats can also be copied.
8. Emojis are recognized in stopwords, helping to restrict the use of responses that don’t align with the support team's communication style.
