June 18, 2022

We are pleased to announce new features in our 16th Buzzeasy release of 2022.

This release introduces changes to the email channel's configuration, email signatures and email templates. The stability and scaling of the workflow is improved by a migration to Kubernetes, in addition to all the usual enhancements to stability and security.

Email

Email Channel Administration

Administrators will find that the email channel's configuration has moved to Buzzeasy's new portal. An administrator or supervisor may also configure email templates in the new portal.

Email Templates

Email templates are standard messages that may include customer information, such as the customer's name or job title. They are of great value when a standard message is to be sent to multiple customers.

Placeholders may be used to customize each template with customer information such as the customer's name, phone number, and other details.

If the customer information does not exist in the system the placeholder will format in red, providing a warning to the agent that a placeholder can't be replaced.

HTML as well as plain text is supported in the email templates, this extends the flexibility of template creation and allows customers to re-purpose any existing code they may have.

Email Signatures

Email channel messages, may now have an email signature attached to each email. This ensures a unified experience for customers, when agents communicate with them through this channel.

The agent's name and other details will be displayed to customers on the signature, presented in a uniform way across the organization. Placeholders may be used to automatically customize each signature with the agent's name, display name or Job Title, in a standardized, customizable corporate format.