Admin
- Admins can can define capacity rules for their agents working in the Omni interface. These rules allow you to define the maximum number of messages an agent should work on simultaneously. For more see the support articles Managing agent capacity, Creating agent capacity rules and Applying agent capacity rules.
- Additional functionality for the Overview's Conversations page. See the Conversations article for more.
- Streamlined the process of creating inbound routes for Facebook messenger. For more information see Creating an inbound route for Facebook Messenger.
- Extended the Search (beta) page in Admin so that search will now match results in the contents of messages.
Outbound
- If an Admin has added a campaign web address to an Outbound campaign, that web page will now use all available space to display, instead of only using part of the available space.
Omni
- Admins can activate a setting that will allows agents to handle multiple messages from the same contact. When the agent accepts the first message, if there are further messages still in the queue they will be prompted to accept all other messages. The agent can then see all messages from the contact and deal with them together.
- Agents can now search for old messages based on their contents. The search results can either be opened or added to the Active contacts list. Contacts added to the list this way will not count towards the capacity rules.
Follow release notes to keep updated
You can stay up to date with the latest releases by following the release notes section of the support pages.
- Go the LeadDesk Software version history section of the support pages.
- Click the Follow button to the right of the section title.
You will need to sign in. Once you have, you will receive emails whenever new release notes are posted.