March 2024 Release Notes

New Features

Zendesk Integration

The new integration enables agents to easily create tickets in Zendesk directly from the inbox, providing superior service while avoiding dealing with two platforms at the same time. The created ticket on behalf of the customer will have information about the customer, including the transcript and the associated tags, and it can be directly accessed from the conversation inbox following the ticket creation.

Audit Trail Logs

Audit Logs provide a detailed chronological record of the activities within the organisation, which plays a critical role in security and compliance events. The audit log allows organisation admins to review the actions performed by members of the organisation and identify suspicious activities and potential violations. The logs are updated in real-time to reflect the latest system activities and changes. Admin can download reports in a CSV or Excel format for further analysis.

To view the Audit Trail Logs, navigate to Settings > Privacy & Security > Audit Trail Logs.

New Rules

The new Rules engine introduces a more intuitive UI and new parameters to the existing system. This automation reduces the need for manual intervention by performing different actions when certain triggers and conditions occur. Automating repetitive tasks such as tagging conversations, messaging customers, and other advanced functionalities like prioritising a conversation based on identified keywords or forwarding it to a specified channel can save agents time and effort, while increasing the team's overall efficiency.

Cirrus clients using the Rules module will have their data migrated to the new system. Starting with this release, existing Rules are accessible only in the new Rules platform. No further action is required. If you have any further questions or concerns regarding this topic, please contact your account manager. 

Navigate to the new Rules module by clicking the new Automation Hub icon on the main menu sidebar and select the Rules tab on the new screen. Alternatively, navigate to Settings and select the Rules module.

Flow Builder Drag & Drop Capabilities

Flow designers can now easily edit their Flows in our new Flow Builder with the new Drag & Drop capability.

When dragging the step, the number of steps in the branch appears at the corner of the moving step, and the attachment options appear in grey circles. To switch the order of children, simply drag the branch between the other branches.

Static Data Table in the Flow Builder API Step

The new Flow builder can now accommodate a Static Data Table that lets organisations make API calls from a static uploaded table. This functionality is useful when retrieving information from a simple data list that doesn’t require real-time updating.

Upload a CVS or JSON data file and use the API step for queries.

Enhancements

Dynamic Case Enrichment

The Dynamics CRM records will now include the Case Title populated with the customer’s name and the Case Origin listing all the available communication channels in Cirrus. This enhancement enables the CRM to accurately reflect the information found in the Cirrus platform, saving the agents the need to cross-reference between the two platforms.

WhatsApp Templates Delivery Status Notification

WhatsApp occasionally runs experiments to help assess the template's impact, user experience, and engagement. As a result of these experiments, about 1% of WhatsApp users will not receive marketing template messages sent to them by the business.

Cirrus is now advising agents when their messages to the customers were not delivered due to the WhatsApp experiment. The agents can then find alternate means to reach their customers, ensuring they don’t fall through the cracks.

SAP AIR Key Security Update

SAP implemented the Application Interface Register (AIR) Key security measure, which requires partners such as Cirrus to identify themselves in the header of the API calls. To streamline this process, Cirrus clients only need to notify SAP whether they use a production or non-production environment.

In the Cirrus console, navigate to Settings > SAP and select the type of environment you are using. Cirrus will then supply the proper AIR Key.