November 2024 highlights
- Real-time customer online status in Unified Inbox
- SLA-based pending conversation tracking
- CX Studio notification flows for supervisors
- Webhook functionality for external integrations
Unified Inbox Enhancements for Agents
- Preview customer online status for faster response times
- Track pending conversations by SLA priorities
- Quick access to WhatsApp customer chats
- Facebook Comments Loader for post comment management
Supervisor & Manager Tools
- CX Studio notification flows for agent status changes and group readiness updates
- Real-time push or email alerts for critical events
- Enhanced email notifications for invitations, role changes, and subscription updates
Workflow Automation
Customer Status
See who's online for faster prioritisation
SLA Tracking
Monitor pending conversations by priority
Notifications
Real-time alerts for agent & group changes
Webhooks
Custom triggers for external systems
- Configurable webhook functionality with custom triggers
- API key generation and management within the platform interface
Platform Improvements
- Streamlined Workspace Hub navigation with dedicated tabs
- Improved system reliability and reduced redundant requests
- Enhanced conversation routing with better transfer/retry handling
- Updated webchat experience for clearer customer communication
User-Requested Changes
- Prevention of early conversation closure before first response per workgroup
- Removal of unnecessary daily email reminders
- Flexibility to create tickets for customers without predefined channels