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April 20, 2024

This release brings various improvements to the agent experience.

Changelog​

  • UPDATED Automatic Scripting: Scripting now opens automatically in the new agent application, saving more time for the agents.
  • NEW In-App Notification for Wrap-Up Timer: An in-app notification has been added 30 seconds before a task would automatically be closed by the wrap-up timer. This prompts the agent to save data, such as scripting data or task-related data, before the timer runs out.
  • NEW Widget API Attention Hook: A new method has been added to the Widget API that allows website developers to send an attention hook message. The attention hook message will not persist when the widget is open.
  • RESOLVED Chat Links Issue: Fixed an issue where links could not be opened in the chat user interface.
  • RESOLVED Agent Assist Replies Display: Fixed an issue where the Agent Assist suggested replies were displayed improperly.
  • RESOLVED Inbound Call Notification: Fixed an issue where the incoming call notification would not disappear after the inbound call had already ended.
  • RESOLVED Chat History Display: Fixed an issue where switching between multiple chat tasks rapidly could result in the same chat history being displayed in all chats.