New Feature

• Omni-channel Interactions: Voice + WhatsApp
  • Agent can simultaneously handle Voice (Inbound or Outbound) and WhatsApp interactions in Blended Mode.
  • Refer here for details.
• Templates for WebChat
  • Admins can now create Templates for WebChat.
  • Agents, when interacting with customers on WebChat, can use the templates.
  • Refer here for details.

Improvements

• Abandoned Calls Details Report is now added in CloudAgent Live Reports.
  • Access here for the report.