Release notes 26.3 – LeadDesk Support

Admin

When creating customer service projects for Omni, you can choose to match contacts for calls either on the phone number, or from information gathered from the caller. You can now specify what to do with the gathered information if it does not match with an existing contact. A new contact will be created with or without the gathered information:

Projects > Project lists

Added the ability for call robots to direct calls to flows. This can be used for answered or dropped calls, allowing you to define how these cases are handled without involving an agent. Note that this feature is switched off by default, contact Support if it something you wish to use.

Overview > Call robots

The Contact lists page has been renamed to Contacts. The subpage remains Contact lists.

If, after the agent ends a Facebook Messenger chat, the contact sends further messages, the agent will be able to continue the conversation, as expected.
Added an on screen indicator when using searching for Notes, to show that the request is being processed.
Fixed a problem with merging contacts where messages arriving during the merge could be attached to the old contact rather than the merged one.
Fixed a problem with making outbound calls on the Outbound page of Omni, where disconnecting a call while it was still ringing could prevent the agent making further calls.
The ability to download via mini reports and project web addresses works as intended again.
Fixed a rare problem that could result in a no link being available for the call recording.
When searching for Notes, results will show the correct date and time stamp as intended.

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