This release brings message status indicators for webchat, new campaign functionalities and additional agent management tools.

Change log​

New functionality​

1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.

2. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.

3. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.

4. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.

5. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
6. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.

Improvements and adjustments​

1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
4. Additional redundancy for voice services, rolled out gradually.
5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
8. Fixed an issue where cloning a workflow did not clone its containers as well.
9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
13. Fixed an issue where the recording was not available for calls initiated through the public API.

This release brings quality of life changes, a new feature for webchat and bug fixes.

Change log​

New functionality​

1. Added a presence indicator for customers on webchat. This will show to the agent if the customer is active, inactive, or offline when using the webchat widget. This feature is not available for other digital channels.

2. Agents can now add multiple attachments at once when responding to or initiating an outbound email. This quality of life change aims to reduce the number of operations an agent has to do to add multiple attachments to an email.

Improvements and adjustments​

1. Fixed an issue where supervisor monitoring for live calls could fail under specific circumstances.
2. Improved the stability of agent voice connections.
3. Fixed an issue where notifications were shown to the agent on login about their connection status, these notifications provide value only if a disconnect happened before, so for the login process, we removed them.
4. Fixed an issue where forwarding an email did not include the channel signature.
5. Improved the security of attachment handling in the webchat widget.

This release brings stability improvements, performance improvements, new node options and more!

Change log​

New functionality​

1. Improved the stability of campaign processing under high load.
2. Further resilience improvements for voice services, reducing the chance of stuck calls.
3. Added the option to mark a custom question node as sensitive data. Sensitive data is never stored and, by default, is not made available to other nodes or integrations. You may add a variable resulting from a custom question node as an exception to the voice's custom integration node or the JavaScript node.

4. Added a new voicemail node. This node allows administrators to configure paths where the customer can leave a voicemail, for example, after a CSAT node where the customer left a poor rating. Voicemail playback via the portal will be added in a future release.

5. Added the option to cancel all filtered campaign records, making it easier for campaign administrators to cancel an entire list of records at once. Simply apply your record filters, then click the Cancel all filtered records button.

Improvements and adjustments​

1. Fixed an issue where the outbound dial duration limit was applied per trunk, causing multiple call attempts in some specific scenarios.
2. Fixed an issue that could prevent stuck calls from being cleared.
3. Based on your feedback, we removed the announcement button when no agent announcements are configured.
4. Fixed an issue where greetings and agent announcements would not stream properly if the call was transcribed.
5. Fixed an issue regarding attachment handling for the agent in chat where in some rare cases, the attachment uploading did not work properly.
6. We've made several performance improvements to customer management targeted at users having more than 1000 customer records in a single business unit. Based on our testing, search results should now appear at least 2 times faster. We will continue to monitor the situation.

This release brings a new public API, the option to add multiple email addresses in the TO field and additional improvements.

Change log​

New functionality​

1. We added a feature that enables campaign record status updates to be populated in the OData feed. It can be enabled for your tenant on request.

2. We published an API to cancel a campaign record by the record ID. It allows cancelling records one by one or in bulk, up to 100 records per request. See the developer's documentation for more details.
3. We added the option to use workflow variables in the Redirect To Phone node, enabling dynamic population of the phone number field.

4. We added the option to add multiple email addresses in the TO field of an email, up to 50. Additionally, we now support the option to paste a list of email addresses in the To/Cc/Bcc field. The user interface will automatically prompt the user to verify the email addresses when doing so.

5. Predictive calls are now automatically answered on the agent side. This enables the agent to save a couple of seconds and improve the overall predictive campaign performance.

Improvements and adjustments​

1. Fixed an issue where the email conversational bot's conversation history window contained previous email segments, modifying the email bot behavior.
2. Fixed an issue where users could not change the translation engine or remove the dictionary, when there was a dictionary assigned to a Language profile pair.
3. Fixed an issue where invalid email addresses could be pasted into To/Cc/Bcc without a warning.

This release brings new integration possibilities, bug fixes and the agent announcements feature.

Change log​

New functionality​

1. You may now specify multilingual voice conversational bot welcome messages. This feature was previously available for all the voice workflow nodes with the addition of the Workflow TTS and multilingual support. It is now added to the conversational bot's welcome message, removing the need to create a separate announcement to be able to handle multiple languages for the same message.

2. You may now categorize calls based on the live transcript instead of the recording transcript. This is particularly useful when post-call recordings are not available due to corporate policies or licensing restrictions, allowing categorization to happen based on the live transcript generated by a conversational bot, call translation or call transcription.

3. We renamed the Conversational API tools to Bot tools and added JavaScript support as a bot tool. Previously, integrators were able to configure an API integration for conversational bots to use. Now they can select between API and JavaScript, JavaScript allowing integrators to write their integration directly into the portal without needing to create, deploy and maintain a dedicated middleware.

4. We now allow integrators to request access for the external webpages they choose to use as task addons in the Agent workspace.

5. We added the option for team leads to configure automatic greetings when the agent answers an inbound call. The greeting will be automatically played, saving the agent the effort to read a greeting, or disclaimer, word by word.
6. We added the option for team leads to also configure on-demand announcements the agents can use based on the Agent Workspace the queue is using for an inbound call. These act similar to canned responses for chat or email templates for emails, allowing the agents to simply click an announcement instead of reading it themselves from a script. The agent can stop the announcement at any time.

7. We published a new public API to initiate and drop calls on behalf of an agent. Read more about it on our developers' website.

Improvements and adjustments​

1. Fixed an issue where the administration portal showed incorrect error messages when browsing through the campaign listing interface.
2. Fixed an issue where the customer identifier could display incorrectly in some cases.
3. Fixed an issue where the JavaScript node incorrectly chose a successful path when the code itself had a syntax error.
4. Fixed an issue where the Conversation API from our developer website could not be tried out on the website.
5. Fixed an issue where the browser would erroneously show a Leave popup warning when downloading an attachment over chat.
6. Fixed an issue that caused an incorrect tab to be activated when the agent refreshed the agent application.
7. Fixed an issue where there was an erroneous validation error on the Bot tools creation page.