Release Announcement May 31 - Conversations
Last update May 05, 2021
| Updates to messaging channels and social media
Find out more about rich text formatting messages, card buttons, and repetitive greeting options in Live Chat. See what's coming up with social media.
| Improvements for calls
Stay tuned for improvements for voice calls, channel calls and improved agent UX.
| Push notifications and voice recording
See what changes are coming to push notifications and voice recording.
| Workflows enhancements
Updates to existing workflows.
| Conversation forms improvements
Soon, you will be able to use Forms for social media conversations.
| Updates to JIRA integration, ticket attachments
New options for JIRA integration.
Here are all Conversations improvements and new additions scheduled for May 31, 2021.
Live Chat - Rich Text Formatting Messages
You can now highlight important information in your communication with the end users by rich text formatting styles. RTF options include text styles, structured bullet points, and hyperlinks.
Live Chat - Card Buttons and Greeting Repetitive Options
How you greet your customers is very important. Make an awesome first impression by sending the first welcome message - and use the card buttons to enrich the customer experience.
Configure repetitive greetings messages to be shown to the end user after the conversation has been closed. This way the end user has simple guidelines on how to start a new conversation in case they have any questions left.
Viber (Conversations only)
Using Viber in Conversations, currently, you can send only pictures as attachments (.png, .jpg).
With the new release, you will be able to send all supported formats by the Viber channel such as documents, PDFs, and spreadsheets.
Integration with People Module
Integrating the social media channels with the People module. Use the contact of the person who left the comment/tweet on the company's social media page for further engagement.
Private Replies for Facebook Comments
Agents will be able to reply over Messenger via private messages to end users who commented on the Facebook business pages. This option provides higher engagement opportunities and increases brand value.
Social Media Reports for Conversations
Conversations Queues reports will be richer with 2 new columns:
- Reviewed comments representing the number of comments handled by the queue and closed without any replies to the end user
- Replied comments representing the number of comments handled by the queue and closed with agents' reply to the end user
Conversations Agents report will contain 2 additional columns:
- Number of comments representing the comments from Facebook Posts/Instagram Posts/Twitter Tweets handled by the agent
- Number of reviews representing the comments from Facebook Posts/Instagram Posts/Twitter Tweets handled by the agent and closed without any reply to the end user
Improved Agent UX - Call Ringing
This release brings improved agent experience during calls. Now, agents can easily access all Infobip web interface products and features while on the call with seamless and smooth transitions. As long as the agent is logged in and available, they will be notified when there's a new call.
If they are browsing the web, they will still hear the ringing sound and the incoming call indicator will be shown on the Infobip web interface.
Voice and Video channels merged to a single Calls channel.
Push notifications will be automatically enabled in the mobile app. Agents will receive alerts when a new conversation is assigned to them and whenever there's a new message in that conversation.
With the new release, users will have the option to record voice notes and send them as audio files.
New conditions added to existing workflows. These conditions provide more flexibility in defining what triggers a specific action.
- Customer reply pending (existing option)
- Queue is Premium (new)
Some conditions need to contain the channel, direction (inbound or outbound), queue, tag, etc.
Conversation Forms Improvements
Adding Forms for Social Media conversations - users will be able to set triggers for social media conversations and see forms for those conversations.
When merging two conversations, form fields set in the initiator conversation (not in the recipient conversation) are merged.
Forms will be assigned when conversations from bots or flows are transferred to an agent.
Jira Integration – Attachments in a Ticket
We’re adding the option to upload attachments to tickets during their creation. You can do so for existing tickets, too.
For existing tickets, users will see all the attachments already attached to the ticket. You can also download these attachments.