June 25, 2022

We are pleased to announce new features in our 17th Buzzeasy release of 2022.

This release introduces an outbound email feature, so agents may initiate conversations of this type in addition to responding to email messages.

There are some changes to the agents user interface, plus all the usual stability and security improvements we include on each release.

Outbound Email

We've added outbound email capabilities. The process the agent will follow to create these kinds of conversations is similar to the outbound call feature.

In Release 16 we introduced email templates. These are available for use in the outbound email. As templates address a single customer, we've ensured that you may only include one recipient in the outbound email. You may add multiple CC recipients in the usual way.

You may also add email addresses from your organization's Active Directory to the CC field, with a dedicated Directory button at the top of the outbound email.

To ensure a corporate uniformity a subject line is mandatory for outbound email, the send button is not activated unless the subject line is supplied.

Signatures are available for the outbound email ensuring a uniformity across all agent correspondence.

You can find out more about the feature here: https://docs.buzzeasy.com/agent/email/outgoingemail.html.

Agent User Interface changes

In the Agent application the outbound call button is now a + symbol. Hover over this control to display the outbound email and outbound call options. Note that this is only the case if agents are configured to use email. Note the administrator's note below.

Administrator Email Note

If the email workitem threshold is set to 0, the new + button is not displayed. The old outbound call option will appear instead.

Bugfixes and Stability Improvements

We've fixed an exception for the Queue management actor when failing to retrieve sorting.

We've introduced other technical enablers that reduce memory consumption and the volume of log entries, improving performance.