April 2024 Release Notes

New Features

WhatsApp Templates BI Report

The Template Dashboard enables clients with the BI module to gain insight into the template delivery, exposure, and response. WhatsApp templates are cross-referenced by account (brand), name, channel, and delivery status to present an accurate picture of template response and general success or failure.

Note that only template messages that have an object ID are included in the report. When generating templates via an API, include the Object ID when sending and verify the creation of conversations within the platform.

Flow Builder Permissions

The management of the Flow Builder is now enhanced with specific user permissions. Admins and team leaders can control the creation, editing, and publication of the different flows by deciding 

which agents will have read-only privileges and which agents will have editing and publication rights. This flexibility enables admins to delegate some of the responsibilities involved in the bot's creation while maintaining control of the entire process.

The relevant agent permissions are set in the General and Automation sections on the Permission Profiles screen.

AI Permissions

Admins and team leaders can now control the usage of the AI Conversation Summary and the Improve Message capabilities by setting specific permission profiles for the agents.

Set the agent’s permissions in the General settings on the Permissions screen.

Enhancements

Improved Digital Conversation Routing

Agents who transfer conversations to a channel where they only have View-Only Permissions can now assign themselves as Participants, while the conversation is assigned to someone with greater permissions in that channel. This manner of handling the conversation transfer prevents customers from “falling through the cracks” and improves customer service.

Automatic iFrame Maximised within Dynamics CRM

Admins can now enable the CIF iFrame to be maximised for all available agents on the Channel for new conversations or exclusively to the assigned agent. This capability helps lower agent response time and improve the SLA since it enables the agents to concentrate fully on the CRM task without the need to check the inbox.

To activate this capability, navigate to Settings, and at the specific communication channel, expand the Dynamics CRM connector, and toggle the Activate embedded UI integration. Choose whether to toggle the iFrame based on the assignment (default) or to all available agents.

Note: For this capability to work, agents must be Active in the Cirrus platform with the iFrame minimised in the CRM - not hidden.