Coming soon
SHINY NEW THINGS
In the sections below, you can find all Conversations improvements and new features we plan to publish for the BEIGE release on December 13, 2023.
| Whats New? | Learn More |
|---|---|
| All Work | Bringing enhanced performance and improved user experience to All Work |
| Email channel | Introducing user experience enhancements |
| Agent experience | Hiding confidential customer information from agents
Expanding the macros with new actions |
| Calls | Background blurring for WebRTC calls
Ability to type in chat during WebRTC calls |
| Mobile app (Early Access) | Bringing TOTP to the Conversations mobile app to be used as a two-factor authentication |
| Live chat | Audio and video call capabilities along with screen sharing |
All Work
With this release, we will bring enhanced performance, improved user experience, and a couple of new features supporting multiple levels of views and access to them. This update enhances the existing All Work feature and introduces new functionalities to improve the supervisor experience and address complex access and view management requirements for agents.
This update aims to enhance the overall user experience for agents when handling email interactions with customers. Here's what you can expect from this release:
- Streamlined email interface
- Conversation thread view
- Attachment management
Agent experience
Sensitive data masking
This release will introduce an enhancement aimed at safeguarding sensitive customer data. To illustrate, in scenarios where a customer engages with a bank and shares sensitive information with the chatbot, agents will not have visibility into this data. Instead, sensitive values are either concealed or masked, or the entire message containing such data is hidden.
Macros
The repetitive actions will be automated to help agents increase their efficiency. Some of the actions include:
- Assign agent to conversation
- Set the queue for conversation
- Set the tag for conversation
- Set To and Cc/Bcc for email
- Set the email subject
Calls
Background blurring for WebRTC calls
The agents will have the option to blur their background during audio/video calls and insert a branded picture if needed.
Ability to type in chat during WebRTC calls
While the customers already have this option, with this release, agents will also have the ability to send files or messages in the live-chat session during a call.
Mobile app
TOTP as a a two-factor authentication
NOTE
This feature is released as Early Access.
In this release, security enhancements will be implemented for the mobile app, which includes the implementation of two-factor authentication. This measure aims to provide the same high level of security for mobile clients as is currently in place for the portal.
Live chat
With this release, agents will be able to utilize audio and video calls, have a chat and a call in parallel through the Live chat in-app, as well as the option to share the screen from user to agent and from agent to user.