18 posts tagged with "Integrations & IT"

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

This release brings stability improvements, new public APIs and more!

Change log​

New functionality​

1. We've added a public API to programmatically update campaign records. Learn more about it in the developer documentation.

Improvements and adjustments​

1. Fixed an issue where the customer public API import job could time out under specific circumstances.
2. Fixed an issue causing agents to see an erroneous disconnected message.
3. Further resilience improvements for voice services.
4. The speech-to-text transcript is displayed for custom voice conversational bots as well.
5. Fixed an issue where customer record custom fields and email addresses were not merged when using the customer merge feature.
6. Fixed an issue where in rare occasions, rescheduled records were not dialed at the right time for predictive campaigns.
7. Fixed an issue where scripting would not allow dates beyond a specific date in the agent application.
8. Fixed an issue where tooltips were displayed twice in the directory.
9. We've made several improvements related to interruptions for Soniox STT, and updated to the latest API.

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 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.