November 12, 2023

We are pleased to reveal that additional functionality being added to the newly released Beta Agent application in this release as well as further configuration options in the Agent Workspace and additional webchat functionality.

RONA configuration per Agent workspace

The Agent workspace introduced earlier this year serves as an easy way to customize various agent-related settings and assign these to a queue. This time, through agent workspace we are enabling the RONA configuration for chat, voice, and email conversations. Configure the rona behavior per agent workspace and assign the workspace to a queue to benefit from different RONA settings for each of your queues.

Beta Agent new functionality

Email is now enabled in the Beta Agent. Agents can now enjoy a signficantly improved email experience through the Beta Agent application. We will add the first round of exclusive features for email in the upcoming release.

Additionally, we've added translation support to the agent application. The first two languages are, besides English, Hungarian and Romanian with more languages to be added soon. Need a language specifically? Reach out to us, we are happy to collaborate on adding more languages.

Webchat changes

• Earlier this year, we released the webhost for our widget, which allowed mobile developers to include our webchat widget into their Android/iOS applications. We are adding extra functionality to the webhost to allow passing customer & workflow data through it. This is done by passing it through the URL. The data that can be passed is First Name, Last Name, Email Address, Phone number and workflow data. See this URL as an example: https://webchat-qa.buzzeasy.com/?tenantId=xx&channelId=xx&customer_firstName=Webhost&customer_lastName=Testing&customer_email=test@buzzeasy.com&customer_phone=12345&workflow_myKey=123
• Passed that is now sent over through the widget into the workflow.
• Added widget animation on hover.