18th Jan 2025

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.