New Features

• Enhance Chat Reply with AI: Agents can rephrase or enhance replies during chat conversations to maintain response consistency. More details.
• Agents receive AI-powered suggestions for Disposition and Summary for Chats, reducing After Call Work (ACW) time. More details.
• New API: Delete Single Campaign
  • Deleted all numbers inside a campaign using CampaignName. API Reference.

Improvements

• Admins can bulk update Agents and Agent Groups details through the Bulk Update available under Configuration. For more details, check the Bulk Update page.
• Agents can schedule Pause Reasons while Busy/ACW state. There are two ways to do this:
  1. Enable the toggle button beside the Pause Reasons dropdown, and then select the Pause Reason.

     1. Pause Agent on Busy setting should be enabled from Agent settings.

        
        
  2. On Disposition Widow, select the Pause After Disposition checkbox, and then select the Pause Reason.

     1. By default, this option is enabled for all accounts & agents.