What’s New

• Role-based scheduled assignment for Chat Widgets — Widgets can now route new conversations to an Agent Role on a schedule instead of to named agents. Admins must create Agent Roles per widget, assign agents, and build recurring shift schedules (daily/weekly/monthly/custom) using built-in templates (24×7, Business hours, Non-business hours). A new Notify Role routing rule alerts primary-shift agents first and, after a no-response timeout, falls back to backup-shift agents. The role name and avatar appear as the conversation assignee in QuincyCHAT, and the calendar supports a historical view, so past dates show the schedule exactly as it was configured at that time. 

To use this capability, the administrator:

1. Contacts support, as permission needs to be activated by QliqSOFT
2. Adds the Agent roles to the widget  - click on the Add Role button. The Add Role modal opens. Add a role and optionally add a description and upload an avatar.

3. Adds agents to the role in bulk - From the Agent Roles screen, click on the role name that you want to add agents.  Select Add Agent. A modal pops up that enables you to add permissions to agents assigned to the widget. Click Save.

4. Alternatively, if you are adding a new agent, from the Agent screen, select the user that you want to add as an agent by clicking on Add Agent. The add Agent modal opens. Select the Name of the user, select the role in the Assign Role drop-down and press save.

5. Defines Agent Schedules - From the Agent Roles screen, select the Agent Role you wish to edit. Select Schedule.

6. Assigning roles to shifts is required.  To use a shift template, navigate to Shift Samples and click on the copy button.  The shift schedule will be applied to the calendar.

6. To edit the shift, click on the desired shift in the calendar. An Edit Shift screen opens, where you can configure the schedule  to meet your specific needs and then press save.
   
   • Enter a shift name
   • Select the color to be displayed on the calendar
   • Select the start date and the start and end time for the shift
   • Select the repeat frequency
   • Select the days of the week that the role will support
   • Select an end date
   • Select the primary shift members
   • Select the backup shift members
   • Select the amount of time during which the primary shift members do not respond before the recipient is redirected to the backup shift member

8. To create a custom shift, click on the Add Shift button.  An Edit Shift screen opens, where you can configure the schedule  to meet your specific needs and then press save

9. To edit a particular shift, click on the day the change is effective.  An Edit Shift screen opens, where you can edit. Press Save. The Apply Changes screen opens. Select Only This Date if the change is limited to the selected date, or select Whole Shift if the change is effective going forward.

10. Finally, assign the widget's routing rules. Open Conversation Rules and Activate Notify Role.  Assign the primary role that will be used. Administrators can escalate to a chatbot or assign to a role.  Only roles with active shifts and assigned members can be selected. Unavailable roles will appear greyed out. For this first release, one role can be assigned per widget.  QliqSOFT plans to add chatbot routing in a future release.

• Once the roles and schedules are configured,

•  The administrator can view the schedule details by selecting the date(s) and desired timeframe. Additional schedule details can be viewed by clicking on the configured schedule.

• When a new conversation is initiated by a visitor or patient:
  
  • All primary‑shift agents in the selected role with an active schedule receive a notification.
  • If no agent responds (no one takes over the conversation) within the defined timeout:
    
    • Notifications are sent to backup‑shift agents within the same role.

• Agents who are not part of the role:
  
  • Can see the conversation in the All tab.
  • Will not receive a notification
• Notification behavior follows the existing logic used for new messages, escalations, and assignments in agent‑initiated conversations.For each notified agent:

• If the agent is online in QuincyCHAT (All Conversations tab open):
  
  • Play a chime
  • Show a red notification indicator
• If the agent is not online in QuincyCHAT but Quincy is open:
  
  • Send a web notification
• If Quincy is not open:
  
  • Check if the agent is logged into QliqCHAT
    
    • If yes, send a QuincyCHAT notification
    • If no, send SMS and/or Email notifications

• The agent can access their schedule in QuincyCHAT 
  
  • by clicking on the View Schedule button.

• By clicking on the schedule icon

• The agent can view the dates and times that they are scheduled and if they are primary or back up.

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• Video support on Chat Widget launcher and splash screen — Customers embedding widgets on external websites must be able to use video instead of static images to increase trust and engagement. 
• Admins can upload desktop and mobile splash videos and optionally reuse them as the launcher background (autoplay, muted, looping). The splash player supports full controls, including play/seek, volume, speed, and fullscreen. To configure the Splash Screen in the widget, navigate to Customize, select Landing Page and follow the prompts.

Improvements

• Call action on Chat Widget landing page splash — Admins can enable a Call button that, on mobile, opens the phone dialer prefilled with the widget's number; on desktop, displays a readable "Call us at …" line. This action transfers the caller to an organizational number outside of Quincy.

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