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February 22, 2025

This release brings enhanced customer feedback collection, improved conversation insights, expanded multilingual support, and important bug fixes.

Change log​

  • NEW New customer satisfaction (CSAT) snippet for email templates

    • Added a new feature that allows users to easily insert a CSAT (Customer Satisfaction) snippet into email templates using a dedicated button in the email editor.
    • This makes it easier to collect customer feedback by embedding a 5-point rating system within emails.

  • NEW New feature turn on Voice Transcript per Tenant

    • This feature allows global administrators to control voice transcription settings at the tenant level.
    • When voice transcription is OFF, the "Call transcript" section in the activity history will be completely hidden.
    • By default, this feature is OFF for all tenants.

  • NEW New Call Recording Playback in historical conversation reports

    • Users can now play back call recordings directly from historical conversation reports for better post-call analysis.
    • If call recording includes the customer side or both sides, playback will be available.
    • If only the agent’s side is recorded, playback will not be available.
    • If recording is disabled, the playback button will not be shown.

  • NEW New multi-language support for conversation summaries via API

    • Users can now define the language of the conversation summary when making API requests. The API request must specify the desired language for the generated summary.
    • The following languages are supported: English Croatian Serbian Slovenian German Turkish French Italian Romanian Hungarian
    • If no language is defined, the summary will default to English.

  • NEW New enhanced filtering and navigation in conversation insights

    • Date filtering now aligns with the tenant's time zone instead of the user's local machine time for consistent reporting.
    • All dates and times in insights will be displayed in the tenant’s time zone.
    • A notification will appear if the user is viewing data in a different time zone, preventing confusion.
    • New main category filter (if categorization is enabled) allows insights to be filtered by conversation category.

  • RESOLVED Fixed an issue where Spanish translations were displayed incorrectly in the Agent UI.

  • RESOLVED Fixed an issue where the Agent UI allowed agents to send emails to invalid email addresses from Lookup.

  • RESOLVED Fixed an issue where the Customer Satisfaction bot name was missing in Power BI.

  • RESOLVED Fixed an issue where supervisors were unable to create or delete chat templates.

  • RESOLVED Improved the documentation for the Agent Auto-Logout Mechanism to specify that both .log and .har files are required.

  • RESOLVED Fixed an issue where the email conversational bot failed when responding to emails with multiple questions from the knowledge base.

  • RESOLVED Improved the documentation for Campaigns and Statuses. It now specifies that campaigns cannot be deleted if there are unfinished records in the queue. Additionally, the Status Definitions section has been updated to include "Cancelled by Agent" and "Postponed".