We made some exciting enhancements to the platform last month, which we hope you enjoy!
You can now choose your own tunes to entertain customers while they are in queue! To add custom wait music, open your existing call flows > click edit on each queue action > click “enable” under the custom wait music field > and choose or upload a new audio file.
You can now see exactly how each email from a customer looks, including formatting, images, links and all. When viewing an email, simply click on the menu icon on the right, which will allow you to select the “View original email” button to view the original contents of each email.
Additionally, we have improved the way we handle incoming emails so they are rendered more accurately in the conversation view. Technically, we now convert the HTML to markdown for a more consistent agent experience across all text based channels.
Agents can now set their own default outbound phone number, which will override the organization’s default phone number. To change your default outbound phone number go to Settings > Profile > Select default number and choose from any of your organization’s numbers.
Our engineering team has been working overtime with our phone provider for the last several weeks to reduce the latency some of you have experienced on certain calls recently. This has mostly affected outbound calls and we apologize to those of you affected for the inconvenience. The issue has been resolved due to some core changes on our operator’s end and we should now see a significant improvement on latency for both inbound and outbound calls.
Spell check has been added to the desktop app with a default language of en-US. On MaxOS the spell check language is detected while typing. On Windows the spell check language changes based on the previous messages in a conversation.
This way the spell check language can adapt automatically when navigating between conversations.
This feature is simply to allow customers with a lot of chat widgets or phone numbers to see all of them.
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