Agent Workflows: Updates in Conversation Management

We're rolling out new features and fixes to improve your workflow and experience:

• Play Recording Directly in View Conversations: Listen to audio recordings without opening each conversation.

• Initiate Conversations Easily: Start calls, SMS, or WhatsApp messages from the View Conversations screen with a new plus icon.

• Call Quality Feedback: Rate call quality on a 1-5 scale and report any issues directly. Receive up to 4 feedback requests daily, customizable by the Contacto Support Team.

• Simplified User Input in Chatbots: Gather and validate user input more efficiently without the need for a branching component.

Fixes and Enhancements:

• Resolved headset detection issues on Windows during calls.

• Fixed audio permission screen display issues on Windows.

• Corrected the absence of new request notifications on the View Conversation screen.

These updates aim to streamline your process and enhance productivity.

Release Date:

These enhancements were rolled out on 15th October 2023, and we're excited to see how they empower you to provide exceptional service and take control of your customer interactions.

Need Assistance?

If you have any questions or need assistance with these new features, please don't hesitate to reach out to your dedicated sales representative or our customer success team. They're here to provide expert guidance and ensure a seamless transition as you make the most of these exciting capabilities.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo