13 posts tagged with "Email"

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 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 adds a small improvement and fixes issues with summaries, call recordings, integrations, and system reliability.

Change log​

New functionality​

1. Added read-only access to email conversation history during wrap-up.

Improvements and adjustments​

1. Fixed an issue where conversation summaries occasionally failed to generate after the conversation ended.
2. Fixed an issue where call recordings could fail to load in the portal.
3. Fixed an issue where click-to-dial interactions in ServiceNow were not automatically linked to the corresponding customer record.
4. Fixed an issue that could affect voice service redundancy.

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.