As well as security updates, this release includes:
Admin: Project emails
Agents working on Outbound call center projects can send emails by choosing outcomes linked to message templates. Previously, these emails could be sent from either the agent's work email address, or a specific outbound email address, both defined in their agent account.
With this update you can define multiple additional email addresses for the agent to send from, associating each with a different project. So agents selling on behalf of different companies for different projects can send from emails that match those companies.
There are changed in both the agent account information and email message templates:
- Added a new Project emails section to user accounts for Agents. This allows Admins to create multiple email addresses for outbound agents, each corresponding to a project.
- When creating an email message template, and selecting the Sender email address from the Dynamic fields drop-down list, you can now select Agent's project email address to use the Project emails mentioned above.
For more details, see the article Setting outbound email addresses for Outbound agents.
Admin
- A new setting for call queues allows Admins to define an announcement that is played automatically when an agent accepts a call. The announcement must be defined in a flow using LeadML. For more information, see Playing an announcement when a call is picked up.
- If you have access to Chatbot Studio, you can now find it through an icon in the top toolbar.
Outbound
- Fixed an obscure problem for contacts with multiple phone numbers that could result in the contact's primary number being overwritten.
Omni
- Notes in a contact's history can now be edited or deleted. Only the agent who originally added the note will have access to these options.
- Fixed a rare case where searching for a new contact could fail.
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