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.
As well as security updates, this release includes:
Emergency state toggle in Inbound Routes
Sometimes you need to switch off all inbound calls at short notice, for example if there is a fire alarm in your office. Previously, Admins would have to switch off each route or queue individually. Now, Admins can switch all call inbound routes to Emergency mode with a single click.
How it works
- Switching on emergency mode will automatically route all inbound calls to a single flow.
- When the emergency has passed, switching off emergency mode will restore all inbound routes to their previous destinations.
How to use it
- Create a call flow which can handle calls in emergency mode. This might simply be a greeting to explain, followed by hanging up.
- If you encounter an emergency, in the Inbound routes page, click the pen icon next to Emergency mode to select the emergency flow.
- Click to confirm Turn on emergency mode.
- When the emergency is over, click the Emergency mode toggle again to restore all inbound routes to normal operation.
Improvements to webchat read/unread statuses
This release sees several quality of life updates to the read/unread statuses of messages and general handling of new messages arriving.
How it works
- If the agent manually marks a message as unread, it won't be marked as read by automatic methods,
- Opening a chat marks all unread messages in it as read.
- Introduced a "New messages" separator, displayed before the first unread message.
- Opening a chat always takes you to the most recent message. Thereafter, it will only scroll to new messages if the agent was already close to the most recent. If the agent manually scrolled back through the history, a new message will not immediately jump them to the newest.
Easier invoice payment on closed accounts - SSO users
In the last release we introduced a quick way to get going again if your account was closed because of an invoice not being paid. This same feature is now also available for Admins who log in using SSO.
Bug fixes and functional improvements
- Omni - When an agent closes a conversation, it is now recorded in conversation event data for reporting.
- Omni - When an agent takes manual ownership of a message from the Queue tab, the message will be selected in the conversation history as intended.
- Omni - Fixed an intermittent issue where outgoing chat messages, including automatic welcome messages, could be displayed twice in the active chat conversation.
- Omni - Fixed a bug where editing the recipient for emails could cause a crash.
- Omni - Fixed an issue where the email receiver field could be prefilled with the previous contact's address when contacts were added to active from search.
- Outbound - The call recording of outbound calls will no longer including the call ringing for agents using LeadDesk in a browser.
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