Skip to main content

October 7, 2023

We are excited to announce the latest Buzzeasy release, featuring a new wave of enhancements to Supervisor & Administrator experiences. Here are the highlights:

Customer management​

Earlier this year we've introduced the option to browse, edit and delete your customer records through the portal. We are now taking a step further in that direction, introducing the option to bulk import customer records through the portal.

  1. Bulk Import: Qualified users are now able to upload customer records through the portal. To do so, navigate to Customers > Customers > Import. You will be asked to select a Business Unit if you are using any, this is so that the template provided for downloading is according to the custom fields you've created. Uploading is only supported if the CSV fields match the fields of your business unit.
  2. Import Jobs: As bulk import can often take time, we've introduced an easier way to track their progress. Navigate to Customers > Import Jobs. Here, a list of previous uploads along their creator's name and other essential details are displayed. Click an entry in the list to view advanced details about the status of the records that were uploaded.

We identified the next steps and we are looking forward to share even more customer management tools with you!

Agent Privacy​

We introduced a privacy feature for agents. Administrators can turn this feature on by navigating to the Portal > Configuration > Agents > Hide sensitive agent information. When this feature is turned on, the agent names will be hidden from Activity History of a particular customer record, in order for each administrator to comply with the regulations around this topic applicable for their country.

Portal Historical reports​

We reworked the way the Portal Historical report filtering works. Filters are now comprehensive, easy to use and understand. Additionally, we've added 2 new filters. Supervisors can now filter by the direction of the conversation, showing outbound or inbound only, or as set by default, show all conversations. The second filter added is the Completion Code filter allowing supervisors to filter by the codes applied by their agents.

Chat Response Templates​

We are taking steps towards introducing Chat Response templates also known as quick replies. In this release, we are providing the option to configure them. Agents may not use them as of now until we release the second part of this feature. We will share big news around this topic soon!