Ruby
Last update February 22, 2023
| What's New? | Learn More |
|---|---|
| Answers | You can now integrate Answers with external contact center solutions |
| Conversations | Introducing macros to help agents in their everyday work Same input fields allowed multiple times in forms Upgrading the queue logic with automatic unassignment of the agent if they are not in the dedicated queue when the queue changes New CSAT score strategy in automations and SLA updates Introducing the Transfer to external number option Bringing the Hold option for mobile Enabling multiple languages strategy for automated messages Introducing alternative transfer types to Websocket Implementing the JWT authentication in the mobile app |
| People | Channel Events enabled by default |
| Custom return path address Deploying all email services to the Indonesia region | |
| SMS Compliance | Improvements to the overview and explanations of terminology |
| Apps & Integrations | New Adobe Commerce (Magento) Answers Blocks and Context Cards Improvements to the documentation for the following apps: Adobe Commerce (Magento) Messaging, Oracle Digital Assistant |
| Voice and Video | Use the new product, Call Link, to share meeting URLs with end users WebRTC SDKs 2.0 are now available for JavaScript, Android, and iOS New functionalities are available for Calls API |
| Extension of free messaging window |
Answers
Integrate with External Contact Center Solutions
You can now integrate Answers with external Contact Center as a Solution (CCaaS) or Customer Relationship Management (CRM) solutions. Example: You can use Answers chatbots with your ticketing system; or use the digital channels, which Answers supports, with your contact center solution.
Integrations with these external solutions use the Conversations API, which is available free of charge with Answers.
You need to have a translation layer that can be one of the following:
- Part of the CCaaS solution. The CCaaS solution must support integration with Conversations API
- A dedicated middleware application that enables integration between the CCaaS solution and Conversations API
For more information, refer to External Contact Center Solutions.
Conversations
Macros
EARLY-ACCESS
This feature will be released as Early Access, as it will not have related metrics. We plan to bring these in the near future.
Macros simplify the agent's work and enable automation of the needed steps for the same use cases by simply choosing the appropriate macro where all steps are completed automatically. Agents can search for and select macros from the list and apply them to existing conversations.
Learn more on how to configure Macros from the Supervisor's perspective and check how the Agent's experience looks like.
Form inputs improvements
Forms are now more flexible since the users are allowed to use the same input fields multiple times in the form.
Queue change logic upgrade
With this queue change upgrade, we are enabling the automatic unassignment of the agent when the queue changes if they are not in the dedicated queue by starting the Automatic Agent Assignment (if set) for the new queue.
CSAT score as a trigger in automations
The new Survey feedback received event-based trigger in automations immediately actives when customer feedback is saved in Conversations. You can configure it to activate upon receiving a Happy or Not happy response, or either of those (i.e., if any survey response is received).
Furthermore, the action to send a message to Slack is being expanded with the following options:
- If a rating is received, it is resolved as Happy or Not happy in a Slack message.
- If a comment is received, it is resolved as a textual comment provided as a feedback from a customer.
Conversation assignment update
This conversation assignment update prevents agents from assigning a conversation already assigned to another agent. For example, if one agent assigns a conversation to themselves and another agent does the same thing a few milliseconds later than the first agent, this solution prevents the second agent from assigning the conversation to themselves if the first agent already did so.
SLA updates
With this new update, a different SLA policy is assigned to the conversation when it transfers from one queue to another and where the second queue requires a different SLA policy. As a result, any prior breaches are recalculated using the newly allocated SLA policy.
Additionally, you can specify whether a queue or customer receives support 24/7 or just during working hours.
Call controls - Transfer to external number
EARLY-ACCESS
This feature will be released as Early Access, as it will not have related metrics. We plan to bring these in the near future.
Agents can now use the Transfer to external number option to transfer the call to a number stored in People or some other trusted number.
Call controls - Hold option for mobile
EARLY-ACCESS
This feature will be released as Early Access, as it will not have related metrics. We plan to bring these in the near future.
We are bringing the Hold option to the mobile app as well. This feature gives agents the possibility to put a caller on hold, where they are greeted with an audio prompt or pre-recorded message until the agent returns to the call.
Multiple languages for automatic messages in Live Chat
This updated Live Chat feature allows for the setup of a multilingual automated message strategy on a single live chat widget, including:
- Welcome messages
- Repetitive messages
- Quick replies
- Buttons
- Eye Catcher messages
WebSocket alternative transfer types
Live Chat is now storing and using cookies in order to provide alternative transfer types to WebSocket. The ROUTE cookie manages proper communication routing for alternative transfer types.
JWT authentication in Live Chat
We are adding the possibility to use the JSON web token for user authentication in the Live Chat mobile application.
People
Channel Events enabled by default
Channel events functionality in People has been updated in order to streamline managing events for your various communication channels in Flow. Channel events are now available by default, so gone are the days when you had to enable events for a channel when you want to use them in Moments Flow or analytics.
Custom Return Path
Add a custom return path address when creating a new domain or managing an existing domain.
Previously, the return path included in the message header was set to a default address limited to the same domain as the sender. With this update, users can define their preferred custom return path for every message sent with that specified sender (domain) when they create or manage the domain settings. It helps clients to store bounces in their mailboxes.
New Indonesia Region Data Center
All email services are now being deployed to the Indonesia region (ID1) Data Center, ensuring faster response time to APAC clients` requests and faster email delivery. It provides an important competitive advantage for selling email in the APAC region. The benefits for this new region are:
- Faster email delivery
- Easy to scale email sending volumes
- Keep data securely in the region
- Fully compliant with regulations
This release supports the use of emails via the HTTP and SMTP APIs and all Infobip email services.
SMS Compliance
New US SMS Compliance Guide that describes the US compliance terminology and guidance.
Apps & Integrations
- Adobe Commerce (Magento) - Now includes Answers Blocks to connect your chatbots easily and Conversations Context Cards, which enhance agent interaction by including order, product, and customer information
- Adobe Commerce (Magento) Messaging - Improvements to the documentation instructions and rebranding Adobe Commerce
- Oracle Digital Assistant - Improvements to the documentation instructions for channels set up and details for ODA message types
Voice and Video
Use Call Link to Share Meeting URLs
A new product, Call Link (opens in a new tab), is now available. Call Link enables you to share meeting URLs with end users. When an end user clicks the link on either a mobile or desktop device, a web page opens. The web page contains a customizable theme and messaging. The end user can initiate an audio or video call to the predefined destination through the web page. The end user does not need to install any application.
Call Link supports the following destinations:
- Infobip Conversations
- Any webRTC identity, that is, any user in an application that has Infobip webRTC SDKs 2.0 integrated.
- Phone
WebRTC SDKs 2.0 are Now Available
WebRTC SDKs 2.0 are now available for JavaScript (opens in a new tab), Android (opens in a new tab), and iOS (opens in a new tab).
The following are some of the differences from WebRTC SDKs 1.x:
- There are changes to the names of WebRTC sessions that contain more than 1 participant. 'Conferences' is now called 'Rooms'.
- WebRTC applications need to be explicitly declared only if mobile users who use native mobile SDK need to receive inbound calls. There are changes to the methods for declaring these applications and their related mobile push configurations.
- Video and audio filters from the Infobip extensions JS library can be used on all types of calls.
- The call SIP method has been removed from the SDK. If you need to use both webRTC and SIP, use a combination of webRTC SDKs 2.0 and Calls (opens in a new tab) API.
- Dynamic Destination Resolution has been removed from the SDK. If you need to use this functionality, use a combination of webRTC SDKs 2.0 and Calls (opens in a new tab) API.
WebRTC SDKs 1.x are now deprecated. You need to migrate your applications to webRTC SDKs 2.0 on or before 25 October 2023.
New Functionalities in Calls API
The following new functionalities are available in the Calls API (opens in a new tab) platform:
- Speech capture API method: Convert short-duration speech to text in any call leg.
- A new Recording page is available under the Voice channel application in the Infobip web interface. On this page, you can find all call, conference, and dialog recordings that are performed over the Calls API platform.
Extension of free messaging window
When a conversation starts from Facebook or Instagram Ads that click to WhatsApp, or a Facebook Page CTA, free messaging window is extended from 24 to 72 hours.