Release notes 25.38 – LeadDesk Support

As well as security updates, this release contains:

The controls for Call/Email/SMS... now only appear on tabs where they are relevant. They will not be shown when the agent is on the History conversation table, or in a webchat, external URL, or any conversation that is not the active one.
For example, the "New conversation" is active here, so the tabs are available:

But if the agent switches to look at the previous "Friday message" conversation, while the New conversation is still active, the tabs are not shown:
Fixed a rare problem where calls could open in the old call dialog style.
Fixed an issue with searching that for people. Clicking on the person's name to add them to active now works correctly.
If agents are using the option to view message queues and choose which messages to take ownership of, agents can claim multiple messages without needing to refresh the page between selections.
Changed the timing of the mute microphone button so that it works as expected, even if the agent mutes the microphone immediately after the call opens.
Fixed an issue with call recording for agents using Omni in the Windows application. The setting to start the call with recording paused is now working as intended.

When a third party is included in a call, even if they are on hold, call recording will be only record silence. This is to meet privacy requirements.

A new setting enables Admins to turn off categories and categorisation options for Omni agents.
Settings > Global settings

Added the new Do not call page which defines a list of numbers and number patters that agents using Omni cannot call. This is distinct from a blacklist, as these numbers are not removed from the contact list so can still be recognised if an inbound call arrives from them. For more information see Do Not Call.
Contact lists > Do not call

Added additional information to the Activity overview, to explain that it does not include activities with a duration of less than a minute.
Overview > Activity log
Added new persistent historical table for agent queue exclusions. Allows admins to report on and audit queue exclusion history, supporting operational transparency and mode tracking for customers
Email message templates will again accept the "Name <email>" format as valid for email addresses.
Settings > Message templates
SMS message template will again accept valid phone numbers as the Template's sender.
Settings > Message templates
Fixed a problem which prevented reviewing manuscript results from calls for different projects.
Overview > Calls
Removed an unnecessary indent when setting a temporary password.
Users > User list

If an outcome includes the action to move a contact to a different contact list, you can now expand that to show the outcomes for the child project. If the child project has outcomes that move the contact, those will not be expandable.
Projects > Project list

When an agent misses too many inbound or robot calls, they receive a temporary ban. This release adds a clear on-screen banner informing the agent that this is the case.

Fixed an issue with call recording for agents using Talk in the Windows application. The setting to start the call with recording paused is now working as intended.

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