Release Announcement March 31 - Conversations
Last update March 02, 2021
What's New? | Learn More |
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Conversations | All new Conversations improvements as well as additions scheduled for March 31 can be found here. |
Knowledge Base in Agent Panel
Knowledge Base is a new application where you can create, manage and search knowledge documents. Located in Agent Panel, this provides an easy way for agents to access the knowledge base information they may need when resolving customer issues.
It comes fully supported with:
- Article management (add, edit, delete)
- Tagging
- Tag manager
- Attachment support
Agents will be able to explore the full benefits of the knowledge base as it supports the following:
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manual full-text search on articles - titles, content, attachment name and attachment content, as well as tag names
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setup per their preferences - compressed view, full view or preview
Conversations Mobile App
Now entering General Availability stage, the Conversations mobile app lets your mobile workforce support customers from anywhere and anytime, just using their smartphones.
Going global on March 31, the app will be available for Android and now iOS devices as well, supporting 5 languages: English, Spanish, Portuguese, French and Russian.
You can download the app from the Google Play store or the App store, and all you need are your agent credentials and Conversations license.
With full-scale text messaging being available, agents will be able to:
- use various digital channels, including SMS and all supported chat apps in Conversations
- create new conversations and reply to assigned conversations (they can manage this in the My Work panel)
- receive push notifications for incoming messages
- use WhatsApp templates
- send all supported multimedia types
- record and send audio messages
Visit our Documentation Hub to learn more about Conversations mobile app.
Introducing two-way email communication in Conversations. Conversation via email can be initiated by both customer and agent.
Email in Conversations will support the following options:
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attachments
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threading
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drafts
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forwarding
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CC and BCC
Additionally, two configuration options are available:
- use the default domain
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use other domains (requires setting up a DNS record)
Social Media (General Availability)
With social media channels agents can manage conversations on public Facebook pages, Twitter pages and Instagram accounts - directly from the Conversations agent panel.
One of the new features is that you can now configure the Answers chatbot to handle repetitive queries and resolve issues without agent's assistance.
Also, as part of new social media channels, the following features will be available:
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Analytics (for all social media channels)
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Channel activation (you will be able to add a new Facebook, Twitter or Instagram business page yourself via the APPS section)
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Routing support
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Auto-assignment support
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Displaying pictures in posts and comments
Learn more about Social Media channels on our Documentation Hub.
Conversations Forms
Conversations forms are fully customizable forms that agents can assign to each conversation and fill in while resolving an issue with their customer. Forms are assigned to conversations based on a set of rules defined by users.
Forms consists of multiple input fields of various types - each input field can be marked as mandatory which means that agents will not be able to solve/close the conversation if the mandatory fields are not filled, thus ensuring that agent will collect all relevant conversations info.
Other agents can use the collected data to get better insight into the existing or past conversations, as well as supervisors and analytics managers to learn about most common cases and situations occurring in the contact center.
Internal Conversations
Enables agents to create conversations and assign it not to the customer but to one of the existing queues. Doing so, an internal conversation is created with two agents as participants where they can collaborate together and provide assistance to each other in order to resolve an existing conversation with a customer or any other tasks they might have.
One of the features is that you can link conversations - meaning that an ID of one conversation can be stored in another one. This is usually done when there is a correlation or a dependency between two or more conversations - it often happens that several conversations cover the same topic.
Conversations Logs Page
A new page that allows supervisors to track and troubleshoot all major events for each conversation. Filtering the list also allows users to find the exact type of events they are looking for.
With Conversations Logs, the supervisor has an overview of what happened to each conversation where each change is tracked and displayed on the list.
Permissions
There are four roles available for Conversations:
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Conversations Agent – handling conversations assigned to the user with this role
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Conversations Manager – managing conversations regardless to whom they are assigned
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Conversations Analytics Manager – can check analytics and reports
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Conversations Account Manager – managing Conversations setup
Note that these roles can be combined which means that one user can have multiple roles assigned, thus fulfilling any specific permission needs the client might have.
Every user with any of the Conversations roles needs to have an active agent license.
Analytics & Reporting
Changes to the Conversations report will include new fields and metrics:
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More details on when the conversation was created/updated (year, month, day, hour)
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External Person ID added
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1st agent assigned at
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Survey info (Score & Comment)
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Number of messages sent (internal - notes; external - inbound, outbound)
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Number of conversation updates made by agents
Changes to Queues report:
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Number of messages sent (internal - notes; external - inbound, outbound)
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Number of conversation updates made by agents
Agent Profile Changes
An overview of agent’s information, settings and analytics profile with the ability to upload a profile picture that will be visible through the system.
Routing Capability Enhancement
Routing list has been improved with easier search and ordering options. Routing conditions are now grouped for easier access.
The groups are: Conversations, Person, Channel, and separated person custom fields.
Also, additional conditions are introduced regarding email as a channel (From/To, CC, Subject and Content can be used as routing conditions).
JIRA Integration Improvements
All conversations linked to a Jira ticket will now automatically be tagged with the jira_escalated
tag. Whenever somebody has commented in Jira, it will be synced and visible inside Conversations in the Note section.
Additionally, in the Conversations panel - each notification will show whether it's related to a Reply, Note, Email draft, etc.
Live Chat
Agent & Avatar Settings
Default agent and bot avatars feature allows for more flexibility in your widget layout configuration. Configure your default avatar which will override the agent avatar with a unified brand icon.
Sometimes businesses may have strict security policies that do not allow them to expose agents' names to the end user.
Now you can use the Hide agent identity option to configure a default public name for all agents, e.g., “Consultant” or “Support”.
Carousel Messages (over API)
Introduced support for carousels types of messages over API.
Live Chat carousel messages supports the following features:
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Image
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Title
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Text
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CTA buttons (URL / Postback)
Calls
Screen Sharing
Both agent and end user will be able to share their screens when talking over audio or video calls.
This feature helps end users explain their issue in a more clear and approachable manner with more details, which, in turn, helps agents offer possible solutions to the end user and resolve their issue quickly, or even to do a demo when/if necessary.
Bring Your Own Carrier (BYOC)
With BYOC for Calls, you will have the ability to use your existing PSTN Voice Provider and keep your phone numbers with that carrier and use them with Infobip Conversations.
BYOC allows you to control your voice connectivity, while utilizing our cloud contact center features.
Agent Experience
- Dial pad
With our upcoming release, when placing outbound calls from Conversations, agents will be able to access the dial pad to interact with internal or external IVR by sending DTMF codes.
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Early media
Also, included in our upcoming release is our new Early media feature.
This means that agents will be able to hear early media audio, such as busy signals, failure to connect errors, or other informational messages when making an outbound call.