Release in progress: This release is in the process of being rolled out. It can take several working days before it is available to all clients. This note will be removed when this release is available to all.
Splitting conversations in Omni now adds the new conversation to Active list
We have made several improvements to the way the systems tracks changes to conversations from merging or splitting them. Most of this is invisible to users, but it does mean that splitting an outbound event like an email to a separate conversation will cause the new conversation to be added to the agent's Active list.
How to use it
- In an active conversation, click to select outbound events.
- Click the Move to button and select New conversation.
Bug fixes and functional improvements
- Outbound - Changing a contact's number in progressive calling now handles international format numbers as intended, preserving the "+" at the start when the agent clicks Save and call or Save and move to next contact.
- Outbound - Fixed an issue with sending SMS messages after an unanswered call in progressive dialing. The progressive dialing now pauses until the agent finishes dealing with the SMS.
- Outbound - Fixed an issue where public callbacks would not be finalised if the callback resulted in a busy tone and there was no contact associated with the callback. It now finalises correctly.
- Admin - Improved handling of special characters when exporting contacts lists that contain special characters. Exporting to an Excel file now ignores characters that cannot be represented in the legacy Excel character encoding, instead of allowing them to make the entire exported file empty.
- Omni - The conversation associated with an outbound call will now be preserved if the agent transfers the call to another agent.
Follow release notes to keep updated
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- Go the LeadDesk Software version history section of the support pages.
- Click the Follow button to the right of the section title.
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