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14 posts tagged with "Chat & messaging"

Webchat and messaging channels such as Instagram and Viber

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March 21, 2026

This release introduces new features and improvements across messaging, reporting, voice campaigns, and performance, along with several bug fixes to enhance stability and reliability.

Change log​

New functionality​

  1. Added a new Instagram channel integration (Instagram API with Instagram Login) enabling end-to-end messaging, media sharing, and customer interactions via Instagram.
  2. Added the ability to reschedule campaign tasks to a specific agent within the business unit, with agent availability and skills visibility and optional enablement via campaign settings.
  3. Added a setting for supervisors to disable translated customer audio for agents, allowing reliance on transcripts instead of audio translation.
  4. Added visibility of the last message received via the webchat widget, including timestamp and indication when no recent messages are available.
  5. Added the ability to select and switch between webchat widget versions in the portal.
  6. Added the ability to export filtered task history results to CSV, including all report fields and collected data in separate columns for further analysis.
  7. Added support for increasing the maximum number of parallel calls in voice campaigns from 20 to 100.
  8. Added support for configuring business unit–specific break codes, visible only to agents assigned to and enabled for that business unit.
  9. Added a breakdown of agent break time by business unit in the Agent states report.
  10. Added the ability to customize AI-generated task wrap-up notes, including length, tone, style, and content via configurable prompts.
  11. Added audit logs for agent assist configuration changes, including creation, updates, deletions, and feature modifications.

Improvements and adjustments​

  1. Fixed an issue where bot email replies incorrectly included “HTML body:” text in the message content.
  2. Fixed an issue where applying filters in Realtime Reports caused bots to appear and disappear and the filter section to flicker.
  3. Fixed an issue where customer exports could contain duplicated records in the CSV output.
  4. Fixed an issue where the conversational bot exited unexpectedly when a short silence timeout was set in voice workflows.
  5. Fixed an issue where voice bot workflows did not continue after a bot response and required additional customer input to proceed.
  6. Fixed an issue where agent messages were not visible to customers on Viber.
  7. Fixed an issue where V3 raw data returned agent data as a dictionary instead of an array.

February 28, 2026

This release introduces several new features and improvements, including enhanced agent insights, translation controls, and service hook configuration, along with fixes to improve the stability and usability of the Agent UI.

Change log​

New functionality​

  1. Added dictionary support for DeepL translations to control the translation of specific terms and names.
  2. Added support for channel-level service hooks in addition to tenant-level hooks.
  3. Added node ID and node name display in the Bot Insights view.
  4. Added read-only chat conversation view during wrap-up.
  5. Added agent KPIs to the Wallboard feed V3.

Improvements and adjustments​

  1. Fixed an issue where the Channel Holiday and Exception list UI elements were misaligned.
  2. Fixed an issue where a '0' was incorrectly displayed between the Settings and Log out buttons in the Agent UI.
  3. Fixed an issue where the Task History filter in the Agent UI was not accessible.

January 31, 2026

This release includes new feature enhancements, extended language capabilities for voice bots, and several resolved issues to improve system performance and user experience.

Change log​

New functionality​

  1. Added channel-level KPIs to the wallboard feed for outbound performance metrics.
  2. Added a “Wait for customer reply” node to chat workflows, enabling timed follow-ups and automated handling of replies or timeouts.
  3. Added configurable postpone duration per campaign, allowing supervisors to set custom processing delays between 1 and 72 hours.
  4. Added the ability to create Serbian language profiles for voice bots with ElevenLabs text-to-speech.

Improvements and adjustments​

  1. Fixed an issue with ElevenLabs TTS affecting Hungarian date pronunciation and audio quality.
  2. Fixed an issue where the Realtime Reports Agents view showed an endless loading animation when no agents were logged in instead of a no-data message.
  3. Fixed an issue where agent avatars in the AUI displayed incorrectly instead of showing the user’s initials when no profile picture was uploaded.
  4. Fixed an issue where auto-cancelled callback tasks were incorrectly marked as abandoned and lowered SLA performance.
  5. Fixed an issue where email templates in Send Reply and Forward workflow nodes were not displayed in alphabetical order.

January 17, 2026

This release introduces new translation and voice features and includes multiple fixes to improve reliability and overall user experience.

Change log​

New functionality​

  1. Inbound customer emails are automatically translated into the agent’s assigned language in the Agent UI, with clear indicators of the source and target languages, while replies are sent in the customer’s original language.
  2. ElevenLabs is now available as a text-to-speech provider for Workflow TTS, enabling consistent voice output across workflows.
  3. Voice Bot text-to-speech performance and audio quality have been improved, including under high-load conditions.

Improvements and adjustments​

  1. Fixed an issue where the documentation did not clarify that email categorisation is based only on the customer’s email and its history.
  2. Fixed an issue where predictive dialling call end scenarios were not documented, by adding clear explanations for all possible outcomes.
  3. Fixed an issue where the documentation did not explain that Conversation Summary availability depends on Agent Assist being enabled for the workspace.
  4. Fixed an issue where webcalls were not initiating when agents clicked the “Call customer” button.
  5. Fixed an issue where forwarded emails could get stuck in a workflow when no template was selected in the Forward node.
  6. Fixed an issue where attachments in inbound emails (IMAP and Exchange) did not open correctly in the Agent UI.
  7. Fixed an issue where duplicate chat and email templates could be created when the Save button was clicked multiple times.
  8. Fixed an issue where the conversational bot did not respond to the first customer greeting in outbound scenarios.
  9. Fixed an issue where AI conversation summaries excluded the initial part of the AI bot interaction.
  10. Fixed an issue where a Custom Question node could not be saved when using a TTS announcement message.
  11. Fixed an issue where the voice conversational bot failed when instructed to forget all its instructions.
  12. Fixed an issue where postponed workflow campaign records were not triggered after the default one-hour delay.
  13. Fixed an issue where rejected or unanswered calls in workflow campaigns were incorrectly marked as “Postponed” instead of “Unsuccessful.”
  14. Fixed an issue where workflow campaign records were marked as completed without any call being triggered.
  15. Fixed an issue where TTS announcements were not played after a voice conversational bot step in workflows.
  16. Fixed an issue where chat workflows could skip ahead to subsequent nodes before a Custom Bot node had finished running.
  17. Fixed an issue where email attachments did not open in the Agent UI.