May 2021
Last update May 31, 2021
| What's New? | Learn More |
|---|---|
| Conversations | New features in Live Chat. Social Media integration with People module. Calls, Mobile App, and Forms improvements. JIRA integration attachments. |
Conversations
We are continuously adding new features to our contact center solution. Improvements are there for you to offer a stellar customer experience to your end users.
Messaging Channels
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)
Prior to this release, you could send only pictures as attachments (.png, .jpg) using Viber in Conversations.
Now you are able to send all supported formats by the Viber channel such as documents, PDFs, and spreadsheets.
Social Media
Integration with People Module
We have integrated 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 are now 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 is now richer with 2 additional 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 contains 2 new 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
Calls
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 whenever 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 in the Infobip web interface.
Calls Channel
Voice and Video channels merged to a single Calls channel.
Mobile App
Push Notifications
Push notifications are 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.
Voice Recording
With this release, users have the option to record voice notes and send them as audio files.
Read more about the Conversations Mobile App.
Workflows Enhancements
New conditions added to existing workflows. These conditions provide more flexibility in defining what triggers a specific action.
For example:
- 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 are 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 are assigned when conversations from bots or flows are transferred to an agent.
Read more about Conversation Forms.
Integrations
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, you will see all the attachments already attached to the ticket. You can also download these attachments.