You can now select multiple parameters when filtering in your Conversations Overview. This means that you can filter: Sales Queue + Chat + Open, for example.
We also added in the ability to filter based on direction (Inbound, Outbound or Internal) and moved the Unassigned filter option under the Assignee filter. Your own conversations can be found by filtering under the Assignee filter.
Additionally, we’re currently working on the ability to filter based on multiple filter options within a single parameter (e.g. Phone + Chat), so stay tuned!
You can now transfer any conversation to a queue even if it has already been Closed (or is marked as Follow-up). This allows agents to act on Closed conversations that need more work.
When a Closed conversation is transferred to a queue, it becomes “Open” again and will be offered to available agents in that queue.
Conversations occurring in real-time are always prioritized over re-queued conversations when offered to agents.
When a call or chat has been closed, agents can start a new conversation by simply clicking “Make call” or “Compose email” at the bottom of the conversation. This starts a new conversation with the customer.
We are no longer automatically converting Follow-up phone conversations to “Callbacks.” This means that when you accept an offer for a Follow-up phone conversation, it will not automatically call back the customer as it has previously done. We've also made it clearer that it's a Follow-up conversation that is being offered.
You can now select which outbound callback number you prefer to call customers back from.
Go to: Call flow > Edit Callback action > Select callback outbound number.
In the next couple weeks, we will be rolling out a collapse feature for the left sidebar (that's the purple one) giving you more space to focus on the important stuff. Collapsing and expanding the sidebar can be achieved by hovering over the right side of the sidebar and clicking.
Your team list will be hidden once the sidebar has been collapsed, but clicking the team icon at the bottom will expand the sidebar and show your team list.
If you have any feedback on our newly released features, please don't hesitate to contact us. We'll be back next month with more news!
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