February 2024 Release Notes

New Features

Sending GIFs on WhatsApp Channel

Until now, the capability to attach GIFs was limited to Email and Chat channels. This feature extension allows agents to send GIFs - soundless videos that loop continuously - in WhatsApp messages to customers, enhancing the expressiveness of communication on these platforms.

BI Tags Report

Managers and agents who have access to Custom BI Dashboards now have the capability to generate comprehensive reports that delve into customer behaviours, satisfaction levels, and organizational patterns, utilising tags from conversations.

This new Tags Board feature offers a deep dive into organizational and business trends. It provides explanatory tooltips for each item and the facility to view detailed breakdowns right down to specific conversations.

This analysis covers the listing of tags in each interaction, allows for the grouping of tags for comparative studies, and provides detailed key performance indicators (KPIs) related to the usage of each tag.

Enhanced Data Privacy - Agent-Tailored Access to Insights

This feature focuses on delivering more relevant and precise reporting by restricting agents and team leaders to accessing only data from the channels they use. This approach ensures more accurate and easy-to-understand reports.

It's important to note that access to these channels requires specific permissions. Agents and team leaders can only view reports from channels they are authorized to access.

To assign specific channels to an agent, go to Settings > Agents, and select the Permissions icon next to the agent's name. From there, you can choose the relevant channels for that agent.

Additionally, channels can also be assigned through the Permission Profiles, offering another convenient method for designating channel access.

CRM Connection Details Validation 

When integrating with Dynamics CRM, SAP C4C, or Priority ERP, an instant validation of entered credentials and connection details is now conducted post-save. If validation fails, admins receive an error notice, advising them of incorrect information and halting the integration process until corrections are made.

Enhancements

WhatsApp Template Admin Permissions for Agents

Administrators and managers now have the ability to assign specific agents the responsibility of managing WhatsApp templates. This includes creating, editing, and deleting templates. Admins can allocate these tasks by selecting relevant permissions within the system.

To enable these permissions, go to Settings > Permission Profiles, choose the desired profile, and in the General section, tick the necessary permissions before saving and applying the changes.

Be aware that modifying permissions in existing profiles will apply changes to all agents linked to those profiles. To limit these privileges to certain agents, it's advisable to create new profiles with the specified permissions or assign these permissions directly at the agent level for more targeted control.