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18 posts tagged with "Integrations & IT"

Public APIs, service hooks, SIP and other integration changes

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May 2, 2026

This release brings new features, improvements, and fixes to make the system easier to use and more stable.

Change log​

New functionality​

  1. Added portal-based testing of custom task wrap-up notes by work item ID, with validation and quick copy action.
  2. Added a configurable delay for auto-answering inbound calls, including per-agent override and countdown with manual pickup option.
  3. Added a tenant-level limit for parallel flow-controlled outbound calls with validation and start-blocking when limits are exceeded.
  4. Added the ability for supervisors to assign agents to business unit–specific breaks based on shared business unit membership.
  5. Added an option to disable automatic creation of customer records per channel for unidentified customers.

Improvements and adjustments​

  1. Fixed an issue where agent chat messages were not delivered or visible when customers backgrounded the conversation on smartphones, causing missing messages upon return.
  2. Fixed an issue where external web page links did not automatically open in a new tab upon conversation routing, despite being configured to do so.
  3. Fixed an issue where real-time reports experienced delays in loading data after login or page refresh.
  4. Fixed an issue where accounts could not be created when email addresses contained punctuation or non-English characters.
  5. Fixed an issue where end time fields (EndDate and EndDateUTC) were missing in OData feed tables for agent states.
  6. Fixed an issue where enabled auto-answer settings did not automatically present inbound calls to agents in voice configuration.
  7. Fixed an issue where outbound dial CANCEL requests did not include the required X-Tenant-Id header.

April 25, 2026

This release introduces new workflow automation capabilities, alongside fixes improving portal stability and reporting accuracy.

Change log​

New functionality​

  1. Added a JavaScript node to the workflow editor, enabling execution of custom code with access to variables, HTTP requests, logging, and configurable timeouts.

Improvements and adjustments​

  1. Fixed an issue where handled calls were not displayed correctly in Realtime reports, causing missing or inconsistent task counters.
  2. Fixed an issue where the RONA toggle text in the agent workspace incorrectly referred to emails instead of calls and chats.
  3. Fixed an issue where the Voice tab in Portal Configuration crashed, preventing access to voice settings.

April 18, 2026

This release brings new features for conversational bots and Wallboard V3, along with fixes to improve call handling, campaigns, and portal stability.

Change log​

New functionality​

  1. Added call translation support for ad hoc outbound calls, allowing agents to communicate with customers in different languages.
  2. Added data collection capabilities for conversational bots, enabling configurable variable capture at exit points with validation and retry handling.
  3. Added a 'fresh start' option for conversational bots, allowing them to ignore previous history and handle each interaction as a new conversation.
  4. Added agent-level KPIs to the Wallboard V3 Now view, providing real-time insights into status, activity, and call handling performance.
  5. Added average queue wait time for today’s queues in the Wallboard V3 Now view, enabling better monitoring of queue performance.
  6. Added queue timeout count KPI for today’s queues in the Wallboard V3 Now view, enabling tracking of conversations that overflow due to timeouts.

Improvements and adjustments​

  1. Fixed an issue where outbound calls that were not connected still showed talk time in the portal task history report.
  2. Fixed an issue where agents could get stuck in a call that never reached them, preventing proper call handling and release.
  3. Fixed an issue where some outbound conversations could get stuck.
  4. Fixed an issue where predictive campaigns did not include the configured X-Tenant-Id header when enabled.
  5. Fixed an issue where the widget URL was not visible in the portal, preventing webchat testing from the interface.
  6. Fixed an issue where the syntax for external URLs in the documentation was incorrect.

April 11, 2026

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.

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.