Product updates

Agent Desktop

WhatsApp During Calls

Agents now have the ability to send a text message during a phone call to the same WhatsApp number.

September 22, 2022

Agent Desktop Console

Outbound WhatsApp Messages

Agents can initiate and send new WhatsApp messages from the Agent Desktop.

September 13, 2022

Agent Desktop Console

Call Controls

New Agent controls for call recording start/stop, and pause; and call transfers.

September 1, 2022

Agent Desktop

Latest Customer Message

In this update, the active conversations listing at left includes the latest message from the customer.

August 26, 2022

Agent Desktop

New Channel: WhatsApp!!

New channel available: Agents can now receive and handle inbound conversations on WhatsApp

July 17, 2022

Agent Desktop

Customer Data Before Transfer

Crucial step added to the Agent workflow prior to transferring a customer conversation.

June 7, 2022

Agent Desktop Console

Agent Status

Small update on Agent Status for routing and reporting.

May 19, 2022

Agent Desktop

Pivot From Chat to Voice

Sometimes it is best to just "pick up the phone." Agents can quickly and easily switch from chat to phone call within the chat thread.

April 26, 2022

Agent Desktop Integrations

Customer Data In Sync

Enhancements for updating customer contact info.

April 20, 2022

Agent Desktop

No Integration Necessary

Agents can handle conversations without connection to a customer data system (CRM, ticketing, order management system, etc.).

April 13, 2022