# ABOUT {% hint style="info" %} [Mluvii](https://www.mluvii.com/) is an application that serves as a tool for **omnichannel online communication** with a client via the web, mobile device, or a point of sale. Mluvii is based on **WebRTC** technology and enables online connections through all browsers with no setup needed. You can also **easily integrate mluvii into your call center** thanks to our **Public API**. We are happy to help you with the settings. **Chatbot integration** is a piece of cake. {% endhint %} {% hint style="success" %} The application allows **instant messaging between an operator and a client via** * **chat,** * **Audio/Video call,** * **video call invitations,** * **phone call,** * **e-mail** * **and social networks (Apple Messages for Business, WhatsApp, Facebook Messenger, VKontakte)** {% endhint %} As we develop mluvii primarily for users, we think of both the convenience of operators and website visitors. **Operators like auto-tags, template suggestions, or a timeline with a complete history of the specific client.** There is also a contact directory full of information. The main advantage of mluvii is the inexhaustible amount of **settings and automation** so everyone can be happy. {% hint style="info" %} During WebChat session, an **operator can** * **share files,** * **share full-screen, application windows,** * **send Hero Cards (for example for quick identification of a client).** * He can also request a **screenshot** from the client or ask a client to **upload a file from their computer or mobile.** An operator can also **invite some of their colleagues to a session** to help solve a problem with a client. {% endhint %} In mluvii, we have developed **advanced reporting, where you can easily watch the performance of your call center, analyze teamwork, or monitor real-time occupancy.** An integral part of the application is the **security (two-factor verification, whitelisting, etc.).** # UPDATES MLUVII We are passionate about agile development, and you can look forward to news from our product team at regular intervals. Here you can always find the current application version containing the last changes and the deployment date. * [2.128](/en/updates-mluvii/2.128) * [2.127](/en/updates-mluvii/2.127) * [2.126](/en/updates-mluvii/2.126) * [Archive](/en/updates-mluvii/archive) # 2.128 Deployed on 10. 9. 2026 ## **Mluvii News** 🌟 **Selecting the Output Device for Audio Notifications** 🌟 If your agents can’t wear headsets all day, this feature is designed just for them. They can now set their preferred default output device for audio notifications as they see fit. For example, when a call comes in, the ringtone will play through the laptop’s speaker, and the call itself will proceed as usual using headsets. Of course, you can use the same feature for other channels as well. 🌟 **New API for Chatbots** 🌟 The API is easier to use. For example, you no longer need to save the chatbot ID; instead, you can use a conversation token. The existing chatbot API remains fully functional, and no changes are needed. We’ve also updated and documented the sending of Rich Cards in the new API. ## 🛠 Minor but Significant Adjustments 🛠 * For API keys, the API secret is displayed only upon creation. You won’t be able to access it later. * Fixed a random error that occurred during client authentication using a Google or Facebook account * We’re continuously working on optimizing the app’s performance and stability **Thank you for your feedback, which helps us to continuously improve the mluvii :)** # 2.127 Deployed on 4. 5. 2026 ## **Mluvii News** 🌟 **Conference calls with external participants** 🌟 Starting with this version, you can invite an external participant to an ongoing conference call, even if they aren't logged in to mluvii. 🌟 **Forwarding emails to offline agents** 🌟 Need to forward an email to a colleague who is currently offline? That’s no longer a problem—offline agents now appear in the list of available agents. 🌟 **Images available in e-mail signatures**🌟 Email signatures can now include images, such as a company logo or other graphics. ## 🛠 Minor but Significant Adjustments 🛠 * The list of operators when forwarding a phone call now includes only operators with an active phone channel * When forwarding an email between operators, the list will also display the operator whose colleagues in the group are all offline. * Optimization of application performance and stability **Thank you for your feedback, which helps us to continuously improve the mluvii :)** # 2.126 Deployed on 15. 9. 2025 ## **Mluvii News** The new version includes a number of optimizations that will help ensure smooth use and operation of the application. **Thank you for your feedback, which helps us to continuously improve the mluvii :)** # Archive Here is a complete news archive and minor fixes for older application versions. Release * [2.125](/en/updates-mluvii/archive/2.125) * [2.124](/en/updates-mluvii/archive/2.124) * [2.123](/en/updates-mluvii/archive/2.123) * [2.122](/en/updates-mluvii/archive/2.122) * [2.121](/en/updates-mluvii/archive/2.121) * [2.120](/en/updates-mluvii/archive/2.120) * [2.119](/en/updates-mluvii/archive/2.119) * [2.118](/en/updates-mluvii/archive/2.118) * [2.117](/en/updates-mluvii/archive/2.117) * [2.116](/en/updates-mluvii/archive/2.116) * [2.115](/en/updates-mluvii/archive/2.115) * [2.114](/en/updates-mluvii/archive/2.114) * [2.113](/en/updates-mluvii/archive/2.113) * [2.112](/en/updates-mluvii/archive/2.112) * [2.111](/en/updates-mluvii/archive/2.111) * [2.110](/en/updates-mluvii/archive/2.110) * [2.109](/en/updates-mluvii/archive/2.109) * [2.108](/en/updates-mluvii/archive/2.108) * [2.107](/en/updates-mluvii/archive/2.107) * [2.106](/en/updates-mluvii/archive/2.106) * [2.105](/en/updates-mluvii/archive/2.105) * [2.104](/en/updates-mluvii/archive/2.104) * [2.103](/en/updates-mluvii/archive/2.103) * [2.102](/en/updates-mluvii/archive/2.102) * [2.101](/en/updates-mluvii/archive/2.101) * [2.100](/en/updates-mluvii/archive/2.100) * [2.99](/en/updates-mluvii/archive/2.99) * [2.98](/en/updates-mluvii/archive/2.98) * [2.97](/en/updates-mluvii/archive/2.97) * [2.96](/en/updates-mluvii/archive/2.96) * [2.95](/en/updates-mluvii/archive/2.95) * [2.94](/en/updates-mluvii/archive/2.94) * [2.93](/en/updates-mluvii/archive/2.93) * [2.92](/en/updates-mluvii/archive/2.92) * [2.91](/en/updates-mluvii/archive/2.91) * [2.90](/en/updates-mluvii/archive/2.90) * [2.89](/en/updates-mluvii/archive/2.89) * [2.88](/en/updates-mluvii/archive/2.88) * [2.87](/en/updates-mluvii/archive/2.87) * [2.86](/en/updates-mluvii/archive/2.86) * [2.85](/en/updates-mluvii/archive/2.85) * [2.84](/en/updates-mluvii/archive/2.84) * [2.83](/en/updates-mluvii/archive/2.83) * [2.82](/en/updates-mluvii/archive/2.82) * [2.81](/en/updates-mluvii/archive/2.81) * [2.80](/en/updates-mluvii/archive/2.80) * [2.79](/en/updates-mluvii/archive/2.79) * [2.78](/en/updates-mluvii/archive/2.78) * [2.77](/en/updates-mluvii/archive/2.77) * [2.76](/en/updates-mluvii/archive/2.76) * [2.75](/en/updates-mluvii/archive/2.75) * [2.72](/en/updates-mluvii/archive/2.72) * [2.71](/en/updates-mluvii/archive/2.71) * [2.70](/en/updates-mluvii/archive/2.70) * [2.68](/en/updates-mluvii/archive/2.68) * [2.67](/en/updates-mluvii/archive/2.67) * [2.66](/en/updates-mluvii/archive/2.66) * [2.65](/en/updates-mluvii/archive/2.65) * [2.64](/en/updates-mluvii/archive/2.64) * [2.63](/en/updates-mluvii/archive/2.63) * [2.61](/en/updates-mluvii/archive/2.61) * [2.60](/en/updates-mluvii/archive/2.60) * [2.59](/en/updates-mluvii/archive/2.59) * [2.58](/en/updates-mluvii/archive/2.58) * [2.57](/en/updates-mluvii/archive/2.57) * [2.56](/en/updates-mluvii/archive/2.56) * [2.55](/en/updates-mluvii/archive/2.55) * [2.54](/en/updates-mluvii/archive/2.54) * [2.53](/en/updates-mluvii/archive/2.53) * [2.52](/en/updates-mluvii/archive/2.52) * [2.51](/en/updates-mluvii/archive/2.51) * [2.50](/en/updates-mluvii/archive/2.50) * [2.49](/en/updates-mluvii/archive/2.49) * [2.48](/en/updates-mluvii/archive/2.48) * [2.47](/en/updates-mluvii/archive/2.47) * [2.46](/en/updates-mluvii/archive/2.46) * [2.45](/en/updates-mluvii/archive/2.45) * [2.44](/en/updates-mluvii/archive/2.44) * [2.43](/en/updates-mluvii/archive/2.43) * [2.42](/en/updates-mluvii/archive/2.42) * [2.41](/en/updates-mluvii/archive/2.41) * [2.40](/en/updates-mluvii/archive/2.40) * [2.39](/en/updates-mluvii/archive/2.39) * [2.38](/en/updates-mluvii/archive/2.38) * [2.37](/en/updates-mluvii/archive/2.37) * [2.36](/en/updates-mluvii/archive/2.36) * [2.35](/en/updates-mluvii/archive/2.35) * [2.34](/en/updates-mluvii/archive/2.34) * [2.33](/en/updates-mluvii/archive/2.33) * [2.32](/en/updates-mluvii/archive/2.32) * [2.31](/en/updates-mluvii/archive/2.31) * [2.30](/en/updates-mluvii/archive/2.30) * [2.29](/en/updates-mluvii/archive/2.29) * [2.28](/en/updates-mluvii/archive/2.28) * [2.27](/en/updates-mluvii/archive/2.27) * [2.26](/en/updates-mluvii/archive/2.26) * [2.25](/en/updates-mluvii/archive/2.25) * [2.24](/en/updates-mluvii/archive/2.24) * [2.23](/en/updates-mluvii/archive/2.23) * [2.22](/en/updates-mluvii/archive/2.22) * [2.21](/en/updates-mluvii/archive/2.21) * [2.20](/en/updates-mluvii/archive/2.20) * [2.19](/en/updates-mluvii/archive/2.19) # 2.125 Deployed on 13. 5. 2025 ## **Mluvii News** 🌟 **Gmail G-Suite mailbox connectivity is fully functional again** 🌟 Following the tightened security requirements from Google, we have implemented support for OAuth authentication. This allows you to process emails from Gmail G-Suite mailboxes in Mluvia as conveniently as before. 🌟 **GPS location detection for API chatbots** 🌟 Your chatbots can now get the GPS location of the device and adjust the communication with the client based on it. This allows them to, for example, offer products and services relevant to the client's specific location. 🌟 **Display the client's IP address in the webchat** 🌟 Communication in webchat can go in different directions, and in some cases, you need to know the client's IP address. We are currently debugging this feature to make its setup as simple as possible for regular administrators. If you would like to see the client's IP address now, please do not hesitate to contact us. ## 🛠 Minor but Significant Adjustments 🛠 * Telephony configuration is now easier and clearer * We've added several optimizations to keep the app running smoothly **Thank you for your feedback, which helps us to continuously improve the mluvii :)** # 2.124 Deployed on 20. 2. 2025 ## **Mluvii News** 🌟 Customizable message ordering in email thread 🌟 Working with email threads in mluvii is now even more convenient! If you've encountered a situation where you have to scroll down to the latest message after receiving an email, we have great news for you. You can now choose to sort your messages in Tenant's settings so that the most recent message is always displayed at the top. This will get you to your reply faster and more efficiently! 🚀 ## 🛠 Minor but Significant Adjustments 🛠 * Two-factor authentication when logging into the app is fully functional again * We've added several optimizations to keep the app running smoothly **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.123 Deployed on 18. 10. 2024 ## **Mluvii News** 🌟 **Telephony adjustments**🌟 The modifications made will ensure greater stability and reliability of the telephony channel. ## 🛠 Minor but Significant Adjustments 🛠 * When a phone number is redialed, the correct contact ID will be used in the campaign * Adaptive cards will appear again in the HTML session transcript * DTMF dialing on outbound calls is functional again **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.122 Deployed on 14. 8. 2024 ## **Mluvii News** 🌟 **Link to the video invitation** 🌟 We have improved the functioning of infinite links. Clients can now send a link to CallShow with unlimited validity. 🌟 **Operators** 🌟 We've added status indicators to the Operators table for each channel. The status display is now more accurate and reliable. ## 🛠 Minor but Significant Adjustments 🛠 * We have extended the backend tests * We have improved coverage for some languages **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.121 Deployed on 18. 7. 2024 ## **Mluvii News** 🌟 **Information about the banned number in the campaign**🌟 You will now see information about the banned number in the campaign. If your campaign contacts include a client who has been banned by the operator, this will be visible directly in the campaign. 🌟 **Chatbot API extension**🌟 Chatbot will now receive information about the end of the session. This can be when a client leaves a session or when a session is redirected to another operator. Contact our support for more information. ## 🛠 Minor but Significant Adjustments 🛠 * **Campaign:** We fixed the contact filters in the campaign * **Front-end:** We cleaned up and increased the version of some libraries for React, which brings better performance and stability. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.120 Deployed on 12. 6. 2024 ## **Mluvii News** **🌟 Individual message on WhatsApp 🌟** Now you can initiate communication directly from the operator interface and do not have to wait for contact from the client. Right next to the invitation, press the new button with the "+" sign and select the channel in which you want to start the new session. **🌟 Logout after inactivity 🌟** Finally! If your operator has gone on a break and hasn't logged out, mluvii will do it for you. You set this feature in your company's general settings. You can choose the idle time and disconnect in case of a screen lock. An operator who has gone on pause no longer draws a mluvii license. **🌟 Session notes in the client's history🌟** Your operators who look up information in the client history will now also find the notes that operators record for the session that ended in the history. Until now, it was necessary to view the session details outside the history. This is now eliminated and operators have everything at their fingertips. **🌟 Phone recordings 🌟** Phone call recording is now simply turned on in the tenant/app / general settings. This will take effect immediately from the next phone call with the client. ## 🛠 Minor but Significant Adjustments 🛠 * **Profile:** You can access your user profile again by clicking on your status on the top right. * **Settings:** we fixed saving rules in group settings * **Banned Clients:** Dialing phone calls responds in real-time to if a client is banned or freshly banned. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.119 Deployed on 14. 5. 2024 ## **Mluvii News** **🌟 Chatbot can now send its own file 🌟** We've improved the chatbot feature so you can now send a file that is not saved among the files in Mluvii. For example, if the chatbot creates a personalized quote or other message based on the data it detects, it can send it directly to the client in the conversation. **🌟 Tighter link between chatbot and Contact Directory 🌟** Now the chatbot has the ability to create contacts in the address book. It can even select the most appropriate contact to start a conversation if the contact is already saved in duplicate. **🌟 Operator interface improvements 🌟** Parameter values (e.g. Client's name, Client's phone number, ...) are now displayed in bold, making it easier for operators to navigate and improve visibility. **🌟 Tracking the status of contacts in a campaign 🌟** Through the API, you can quickly get detailed statistics about a specific campaign. You will immediately know, for example, how many clients have been contacted or how many contacts are waiting to be processed. **🌟 Tenant Settings 🌟** We've made adjustments to the general settings of the app to make it clearer and easier to work with. ## 🛠 Minor but Significant Adjustments 🛠 * **Texting:** We have modified some of the texting in the mluvii settings. * **Dashboards:** We fixed errors in the settings when adding metrics. * **Phone Modal:** You can now move it around all corners. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.118 Deployed on 23. 4. 2024 ## **Mluvii News** **🌟 Filters in Campaigns 🌟** Now you can easily search for campaigns by their status or channel. You can work more quickly with campaigns according to your needs, for example only those that are currently running. **🌟 Hidden input field during communication with chatbot 🌟** The client will no longer try to type into the chatbox when the field is inactive. The moment the chatbot turns off the input field (e.g. when selecting from the options offered), the field will disappear completely and reappear at the right moment. ## 🛠 Minor but Significant Adjustments 🛠 * **Hero Cards:** the operator can again confirm a Hero Card on behalf of the client * **Telephone channel configuration:** fixed bug where mluvii froze when switching between multiple open cards * **Group Settings:** Fixed checkbox ticking option * **Infinity chat:** You now have infinite client history (within a given text channel) with the operator enabled automatically **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.117 Deployed on 10. 4. 2024 ## **Mluvii News** **🌟 Infinity chat🌟** By automatically retrieving historical sessions, operators now get an overview of past conversations with the same client within a given channel without having to switch to the History tab. With the new auto-load historical sessions feature, they can easily browse past conversations directly in the chat. **🌟 Rotating the image from the client 🌟** Now operators can easily handle situations where a client sends invoice images turned upside down. With a click of the mouse, the operators can rotate the image as they need, making their work more efficient and keeping communication flowing. 🌟 **Parameters for API chatbots🌟** If you're using an API chatbot to send WhatsApp templates, we have great news for you. Now with the template confirmation information, the chatbot will also receive information about the selected template, but also all the related parameters contained in the template. This update is especially useful if you are sending multiple templates and need to know exactly which one the client finally chose. 🌟 **Default group All operators🌟** Changes for the "All Operators" group are immediately propagated in routing. The routing state evaluation mechanism for the "All Operators" group has been fixed and changes to the permissions of assigned operators are immediately reflected in the routing operation. ## 🛠 Minor but Significant Adjustments 🛠 * **Missed calls:** we fixed a non-valid option in the rules settings for removing a contact from a campaign. * **Sessions:** long session alerts will persist after a refresh. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.116 Deployed on 25. 3. 2024 ## **Mluvii News** **🌟 Files in history🌟** If you're writing with a client and need to view a file from your history, now you can! You can simply click and view files from previous sessions in the history tab just like you are used to for ongoing sessions, including the ability to zoom, etc. **🌟 Focus text fields🌟** During a campaign call using call script, the focus of the typing may have suddenly shifted elsewhere. We have fixed this bug and also taken care of other isolated situations where this could happen. ## 🛠 Minor but Significant Adjustments 🛠 * **Sound notifications:** We have fixed the sound notifications for the new session. They again reliably reflect whether the operator turns them on or off. * **Campaigns:** Correct and complete data is always used when creating a new campaign. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.115 Deployed on 7. 3. 2024 ## **Mluvii News** **🌟 Calling mobile numbers🌟** Connecting two phone calls outside the Mluvii platform? No problem! Thanks to our API, you can easily connect your branch employee to a client, even if they're not logged into Mluvii. What's more, you can find a recording of that call in your app. Just use our API, even directly from your CRM system. **🌟 Click on the menu items🌟** If you often set up larger workflows in your app, you'll appreciate the new ability to click items directly from where you are. No more tedious switching between screens! 🌟 **Improved filtering of parameters** 🌟 Now you can easily filter even in your session parameters! Searching for sessions based on your specific criteria is now even easier. To activate this feature, just contact your sales representative.
## 🛠 Minor but Significant Adjustments 🛠 * **Sign off:** We have fixed an occasional problem with logging out of the app. * **Texting:** Some texting in the contact directory has been added. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.114 Deployed on: 14. 2. 2024 ## **Mluvii News** **🌟 API keys for a chatbot🌟** If you are creating a chatbot, the whole process is now much easier. The API key for the chatbot is now generated directly in the chatbot settings. So you're all set right away and can activate the chatbot automatically. **🌟 Info about the banned phone number🌟** Failed to make an outgoing call? Now you can immediately find out if the number is banned. The operator is informed by a system message and a warning next to the entered phone number. 😊 ## 🛠 Minor but Significant Adjustments 🛠 * **Session:** we have specified full-text search options * **Campaigns:** we've made major changes to the contact matching system for even greater reliability. * **Outbound Call:** no more worrying about the "phone" modal window hiding behind the top edge of the browser during handling. * We've added some translations for system messages to make them easier to understand. **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.113 Deployed on: 3. 1. 2024 ## **Mluvii News** **🌟 Chatbot and WhatsApp templates🌟** We are expanding the possibilities of sending WhatsApp templates via chatbot! You can now add specific parameters to templates, allowing the chatbot to personalize content for each client. In addition, the chatbot can send the appropriate language mutation of the template according to the language of the client's device. **🌟 Custom filtering in your Session table🌟** Searching and filtering in the Session table has undergone significant changes! You can now perform filters based on your parameters in the Sessions table. This useful feature makes it easier to find and work with relevant information. To activate this function, contact your sales representative and get access to even more convenient management of your data. 🚀 ## 🛠 Minor but Significant Adjustments 🛠 * Operator group settings: Fixed the saving of "client reception time" * WhatsApp: Templates with parameters in "template header and body" are fully supported within the campaign. This increases their flexibility and possibilities of use. * We added missing translations in the app for a better user experience * A contact (missed call) will be added to the missed calls campaign, even if they call repeatedly and have already been successfully called in history **Thank you for your feedback which helps us to continuously improve the mluvii :)** # 2.112 Deployed on: 11. 12. 2023 ## **Mluvii News** **🌟 You can finally set up your own Apple welcome message🌟** Now you can set up a welcome message for each language individually in your Apple Channel settings. Welcome your clients the right way, no matter which language they speak! :) 🌐✨ **🌟 Info on unsupported attachment for WhatsApp🌟** You will now be notified immediately when an operator sends a file with an unsupported type. Instead of the classic "pipe" icon to confirm reading, you will see a small cross in the bottom right corner of the file, meaning that the type is not supported. ❌📄 **🌟 E-mail sorting method🌟** You now have the option to decide whether to sort emails from oldest or newest in the operator interface. This option can be found in your tenant (general settings). Adjust the order according to your preferences and make your operators' work easier! 📧🔄 ## 🛠 Minor but Significant Adjustments 🛠 * Outgoing call: If you are calling a banned client, you will know about it thanks to a notification. * WhatsApp client conversation recovery: We fixed the feature of contacting the client 24 hours after the last communication **Thank you for your feedback which helps us to continuously improve the mluvii:)** # 2.111 Deployed on: 6. 11. 2023 ## **Mluvii News** **🌟Apple - Timepicker and Listpicker with photo🌟** Perfection is in the details! That's why we've developed a timepicker and listpicker for Apple devices that can now include a cover image. Think of it as an upgrade to first class - your clients get a visual experience right in their messages that takes their communications to a whole new level.
**🌟Top-level filtering in the contact directory🌟** Like a well-oiled machine, you can now use the contact directory with the REST API to add your own defined parameters to the filters. Forget about compromise - now you can connect your systems and mluvii with incredible precision. **🌟Banning clients under full control🌟** Our new rules for banning clients are like security codes for operators - they can only ban if they have permission. This means you can give operators control over sessions without risking misuse of this feature. ## 🛠 Minor but Significant Adjustments 🛠 * **AV call recordings:** these recordings are now like inseparable partners - they stay together in one piece, even when there's a transfer between chatbot and operator, ensuring that no piece of the conversation is lost in the digital ether. **Thank you for your feedback which helps us to continuously improve the language :)** # 2.110 Deployed on: 18. 10. 2023 ## **Mluvii News** **🌟WhatsApp Hero Cards🌟** For a long time now, you can send a client a Hero Card with a selection of multiple product and service options when communicating via WhatsApp. Now when the client presses the button in the Hero Card, the operator will receive a message in the chat with the client's last choice. The choice is also written into the session parameter. **🌟Connection failure alert🌟** We have improved the reliability of the notification. We will now only notify you if there is a severe connection failure. The notification is now more relevant and less intrusive. 🌟 **Status of contacts in WhatsApp campaign**🌟 For each contact, you can now see if they have received the message or even read it already. That's how you know the success of your campaign in real-time. **🌟 Chatbot API🌟** If a chatbot sends a Hero Card to a client, it now gets back information about the client's choice. Previously, it was only possible to track client responses via session parameters. Now the chatbot gets the response directly via webhook. ## 🛠 Minor but Significant Adjustments 🛠 * **Campaign contact states:** when the campaign is shut down, the contacts are switched to the correct state * **Added scrollbar:** In routing settings, we added a scrollbar when selecting from a long list of external contacts. * **More reliable forms:** We have refactored the form setup code to make it even more reliable **Thank you for your feedback which helps us to continuously improve the language :)** # 2.109 Deployed on: 11. 9. 2023 ## **Mluvii News** **🌟Revolutionary Update in WhatsApp Messages Status Tracking! 🌟** We're bringing you a major upgrade that will take your WhatsApp communication experience to the next level! Not sure if the client has read your message? Or whether it was delivered? Now you don't have to guess!
**🔥 Intelligent Message Status Monitoring 🔥** * Find out in real time if your message has been delivered or read by the client. * And it's all represented by the iconic "pipes" you're used to from your personal mobile phone. **👀 Transparent and Elegant Design 👀** * Functionality is designed to be intuitive and easy to understand, with your daily needs and habits in mind. **📈 Optimize your Communication 📈** * Thanks to this innovation, you can now streamline your communication with your clients and increase their satisfaction rate. ## 🛠 Minor but Significant Adjustments 🛠 * **Edit Metrics on Dashboard:** With an existing dashboard, you can already easily edit metrics to better fit your needs. * **Improved MAC Compatibility: O**perators on MAC can now use the "@" symbol without any restrictions. * **Flexible Campaign Data Import:** You can now add CSV files to your campaign that have a staggered column order. * **Fixes to Missed Call Rules:** We have improved the logic and fixed some rules to avoid unwanted errors. **Thank you for your feedback which helps us to continuously improve the language :)** # 2.108 Deployed on: 11. 9. 2023 ## **Mluvii News** ### 1) Missed calls straight to the campaign You can automatically add clients who don't get through on the first try to your campaign. Even on the run. Whether a client hangs up the phone in the IVR or in the queue, you're in the loop. All thanks to the new campaign rules. Plus, you can extend the rules with callparameters. You control the handling of missed calls yourself. You can pause your campaign at times when operators are at their busiest, then restart it when operators are free and pick up where you left off. ### 2) Number of operators online Now you can see how many operators are available online and for which channel. In the dashboards, you can select "Operator Sessions" and simply view the current status of the call centre on the screen, for all to see.
#### **Minor changes in the application:** * We fixed the inheritance of settings from the default package * The status of an email created via the API is now counted correctly * Removing a recipient while sending an email no longer causes a problem **We greatly appreciate all the ideas and comments from you, which allow us to continuously improve mluvii.** # 2.107 Deployed on: 17. 8. 2023 ## **Mluvii News** ### 1) Automatic message for the operator Now you can boost your clients' confidence by allowing them to instantly connect with an operator. As soon as an operator or any subscriber connects, a preset message with an operator icon is automatically sent. This increases the speed of communication and makes clients feel like they are at the center of your attention. ### 2) Missed calls from IVR We deepen your communication analysis by now being able to show missed calls that ended up in the IVR. This is a great tool to understand at which stages of the IVR customers may be struggling. If you are interested in using this feature, please contact your sales representative. ### 3) We have improved the REST API documentation Our technical specialists have gone through our entire REST API documentation and made some key improvements. In addition to clearer descriptions of each endpoint, we have added example response models. All this is to simplify the developers' work and make integration easier. These changes not only make our API easier to understand but also allow for faster and more efficient development on the part of our partners. This is the first part and the second will follow soon. #### **Minor changes in the application:** * The use of WA Templates can now be specified for a specific number. * Improved whisperer and email address validation increases efficiency and reduces the risk of errors. * Added a click-through from the detail in emails directly to the contact directory for quick access to information. * Fixed predictive campaign routing to ensure all campaigns run smoothly. **We greatly appreciate all the ideas and comments from you, which allow us to continuously improve mluvii.** # 2.106 Deployed on: 23. 7. 2023 ## **Mluvii News** ### 1) Emails to multiple recipients You can now send an email to multiple recipients. You can effectively communicate with your partners and leave the client one message. This way, everyone knows about the customer request together. The work is then much more efficient and promotes collaboration in solving the client's request. #### **Minor changes in the application:** * Fixed filling in some templates for WA * More reliable routing for Campaigns * Setting some parameters via API fixed. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.105 Deployed on: 18. 6. 2023 ## **Mluvii News** ### 1) Operator will know about a long session If a session with an operator is taking too long, the operator can be notified with a yellow or red alert (depending on urgency). It is up to you what times and conditions you set for the toasters. Conditions can be set for time, communication channel, or tag. ### 2) Operator is able to get a client location from WhatsApp In mluvii, you will now also receive the location sent by the client from WA. You can thus easily locate him and send a service, technician, or other service to him. #### **Minor changes in the application:** * Fixed some issues with the audio in AV sessions turning on unintentionally. * Added validations for hidden characters in outgoing phone number settings. * We've aligned the fields in the invitation validity time settings. * Modified the file selection modal in the Herocard settings. * The automatic message is no longer sent duplicated to chat. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.104 Deployed on: 25. 5. 2023 ## **Mluvii News** ### 1) Control your emails with our API Integrate your CRM or other systems with our platform and easily create new emails. When an event occurs in your CRM associated with a specific client, we automatically generate a new email associated with the operator. The address and content of the email are pre-populated according to the command from your CRM. With the help of our API, you can easily attach attachments to emails. The operator can even add custom attachments directly from the UI and further customize the email as needed before sending. ### 2) Take advantage of WhatsApp template categories We've added a new feature in Mluvii that allows you to differentiate WhatsApp templates by type (Marketing, Utility, and Authentication). The operator can now easily identify which type of template is already used within a particular session and which not to send to avoid unwanted costs. This allows you to use templates more efficiently in your WhatsApp communications and optimize costs. You can be sure that your messages are accurate and relevant to each client. ### 3) Update templates easily and automatically In Mluvii, we have introduced regular nightly synchronization of WhatsApp templates. Every night, the templates are automatically updated, meaning your operators will always have the latest versions of the templates. With automatic syncing, you don't have to update templates manually, saving time and ensuring your communications are always up-to-date and consistent. Your operators will be able to instantly send messages with the most up-to-date templates, making their job easier and reducing the risk of error when communicating with your clients. #### **Minor changes in the application:** * Fixed some bugs in the automated message settings. * A new user in Tenant can use the phone again immediately after adding it. * Fixed an issue with longer chat sessions. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.103 Deployed on: 11. 5. 2023 ## **Mluvii News** ### 1) Operator Dashboard You can now monitor the performance of your operators live. You have a detailed overview of how many operators are online or on pause, as well as how busy each operator is. You can also see exactly how many sessions each operator has. How long their sessions last on average and how long they are in the current state (pause, online, etc.). On the timeline, you can easily see how the operator has changed states during the day, how long they have been on individual breaks, and if they are busy enough. And much more...
#### **Minor changes in the application:** * Fixed some of the wording in the app * File thumbnails render correctly when pasted into emails * On a mobile device, it is possible to scroll through the web behind a minimized chat window * An operator can now view the detail of an email message in the All Emails table **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.102 Deployed on: 2. 5. 2023 ## **Mluvii News** ### 1) External contacts You can now store phone numbers you frequently call in mluvii. These can be colleagues from another department such as accounting, claims, or warehouse, but also partner companies, service teams, and more. You simply add external contacts in the company settings. Operators simply select the contact when forwarding to an external number. You no longer need to keep notes in another system or tickets on your desk. ### 2) You can set up an endless WhatsApp campaign through the API Also for WhatsApp, you can now set up an infinite campaign via the API. You can conveniently manage it as you are used to with a phone campaign. Add contacts, pause, drop, etc. You can find the documentation [here](/en/for-it-specialists/public-api/swagger). ### 3) Repeated reply to a new e-mail Even if the client has not yet replied to your email, you can send them another message with additional information. To return an email for another message, click on the ***"Contact Client"*** button in the table of all emails. ### 4) Operator recognizes WhatsApp lead from a campaign If a WhatsApp message arrives in mluvii where the client responds to a message sent out as part of a campaign, the operator will recognize it. In the client's history, it will track which campaigns the client was contacted in and which automated message they initially received. #### **Minor changes in the application:** * Fixed rendering of attachments in a new email * Unsubscribing from the app always succeeds the first time * Campaign pause information is displayed at the right moment **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.101 Deployed on: 30. 3. 2023 ## **Mluvii News** ### 1) Sort your clients in the chat room. You can now sort your accepted clients as you need them. Simply grab the client with your mouse and drag it to the desired position (for example, by priority).
#### **Minor changes in the application:** * Fixed the time for the greeting phrase if the client has a different time than the operator. * Email attachments with periods in the title are now displayed correctly **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.100 Deployed on: 9. 3. 2023 ## **Mluvii News** ### 1) Your clients won't know an automated message from another You can now send automated messages to clients that look like they were sent by an operator. This way, the client still feels that you are taking care of them! You set the messages as a chat rule, as you are already used to from classic automatic messages. ### 2) Deleting AV recordings Finally, a clearer detail of the session. If you delete some recordings or a linked AV call recording is generated, only this final recording remains in the session detail. ### 3) Public API for Campaigns You can now use "paging" when retrieving contacts from a running campaign. This way you don't have to retrieve all contacts at once. #### **Minor changes in the application:** * Fixed template to upload contacts to a campaign using CSV files * The "Contact Client" button behaves correctly in the All Emails table. * Fixed chat display on older iOS devices. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.99 Deployed on: 21. 2. 2023 ## **Mluvii News** ### 1) Auto-accept for e-mails You can now set operators to automatically receive e-mails. This way, they will always know what request to attend to and don't have to waste time manually selecting from the menu. Their e-mails will automatically appear in the "Accepted" section, according to the number of slots set at the user level.
### 2) Preview of the file in the e-mail attachment Finally! E-mail attachments in the inbox can be viewed by the operator in full size. Now they do not need to download the files and can view them directly in the operator console environment, just like the files used in chat sessions.
### 3) Operator search message The client no longer needs to see the "We are looking for an available operator for you" message. You can turn this message off in the WebChat settings of the WebChat widget. This gives the client the feeling that they are right on the line. #### **Minor changes in the application:** * Fixed some authorization errors where the user gets * The modal window for adding templates to e-mails now displays correctly * Campaigns now show live changes in stats as well as contacts **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.98 Deployed on: 13. 2. 2023 ## **Mluvii News** ### 1) Infinity invitation Finally, you can conveniently send an invitation to a client, which they can join repeatedly to realize multiple sessions with one link. Furthermore, you can limit the invitation to a specific time according to the appointment. A one-time invitation is still available, which expires as soon as you use it. ### 2) Chat minimization If the client minimizes the chat and switches between pages, the chat will remain minimized. This way, the client enjoys an undisturbed browsing experience through your site and can maximize chat again when they need it. ### 3) Repeated reply to an e-mail message When dealing with a more complex request, the operator can reply to the client first in general terms and later write back again within the same thread regarding the detailed solution to their needs. The operator simply invokes this repeated interaction from the email table in the details of the specific thread. ### 4) Default option in feedback form There is no longer a default value in the output form. If the client does not fill in an evaluation, a "blank value" will appear in the session table. ### 5) Deleting recordings by using Public API You can now easily delete specific recordings within individual sessions via the Public API. You can use this option, for example, to anonymize existing sessions according to your requirements. #### **Minor changes in the application:** * Fixed partial overlapping of chat column during AV call * Supervisor can edit a campaign uninterrupted even if another campaign is running * Fixed bad chatbot autostart behavior in some situations * Campaign status is now correctly displayed for a completed campaign * Fixed click through from routing settings to the campaign where routing is used **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.97 Deployed on: 18. 1. 2023 ## **Mluvii News** ### 1) **WhatsApp campaigns** You can now reach all your clients via WhatsApp in mluvii. You can import contacts from your contacts directory or CSV, just like you know from phone campaigns. Interactive templates you create in 360Dialog's portal can be sent out in a campaign with automatically filled-in parameters such as name, product, or client contract number from your CRM, for example. Clients can then respond. Sessions are then created, which are routed to operators according to the routing connected to WhatsApp. ## 2) Chatbot may have inputfield disabled For a better user experience, we've enabled the chatbot to turn off the inputfield right at the start of the session. If you set this for the chatbot, the client enters the queue and cannot type anything. You save the client work and he can click on the buttons the chatbot offers him. The chatbot is able to enable and disable the inputfield freely during the session. ## 3) Chatbot API The Chatbot API now returns the timezone for timestamped activities to the webhook. ## 4) Videocalls without interruption During a video call, the client can navigate between pages and the call continues. The "Continue here" option is no longer displayed. #### **Minor changes in the application:** * In forms, we fixed language switching, which in some cases was behaving non-standardly. * More reliable operator slot settings. In some cases the settings were being overwritten with a delay. That's over now. * Fixed filtering of sessions by queuing time. * Setting the allowed number of operator slots is now overwritten without delay. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.96 Deployed on: 8. 12. 2022 ## **Mluvii News** ### 1) **Audio/Video calls** The client can now switch between all front and rear cameras on the mobile device. At the same time, we have completely redesigned the AV call code for greater reliability and convenience. ### 2) Chat height settings on the client's mobile phone Chat can also leave room for web browsing, just set the "mobile height" in the package settings. ### 3) **REST API extension** We have extended the API to include group creation. Now you can use external systems to create groups in mluvii and assign users to them. This allows you to automatically respond to your staffing capacity and call center utilization. #### **Minor changes in the application:** * For clients who have left the session by closing the browser, the widget does not open spontaneously when they re-enter the site. * For webhooks, we now check the delivery of individual messages, preventing them from being lost in the event of an unstable connection. * Fixed failures in sending the opening sentence **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.95 Deployed on: 26. 10. 2022 ## **Mluvii News** ### 1) **More stable and faster applications** Are you used to having audio-video calls with clients, but would like more freedom on the desktop? You've got it. You can easily detach the operator and client windows from each other and move the client to any place on your desktop or even to a second monitor so that it doesn't interfere with the view in the bottom right corner. Just click on the client's preview window and drag the mouse around the desktop. You can just as easily return the window to its original location with a single click. ### 2) **New technical documentation** Our technical documentation also got a new coat. At[ https://docs.mluvii.com/](https://docs.mluvii.com/v/en/) you will find updated manuals and instructions for operators, administrators, and IT specialists. As with the previous version, you can browse the documentation for system requirements, a glossary of terms, or the procedure for reporting incidents to the Helpdesk. You can rate individual pages according to their usefulness.
### 3) New tutorial videos for beginners Have you got a new admin or operator colleague joining your team? Or would you like to brush up on some areas of working with mluvii yourself? Then we've released a set of clear tutorial videos just for you. On our [website](https://www.mluvii.com/guides/?lang=en) and [YouTube channel](https://www.youtube.com/channel/UCA-UNS3Ee1OBNyYfDyNOIZQ), you can find training videos for operators and admins in beginner and advanced (Academy) levels.
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.94 Deployed on: 21. 6. 2022 ## **Mluvii News** ### 1) **You can move the client window freely during an A/V call** Are you used to conducting audio-video calls with clients, but would like more freedom on the operator desktop? You have it. You can easily detach the operator and client windows from each other and move the client to any place on the desktop or perhaps to a second monitor so that it doesn't interfere with the view in the bottom right corner. Just click in the client's preview window and drag the mouse around the desktop. You can just as easily return the window to its original location with a single click. ### 2) **Email communication statistics now in Performance reports** We have good news for all users of corporate mailboxes in mluvii. You will have a clear overview of how your operators are doing in handling emails in the Performance reporting section. You can now add email processing statistics such as average processing time or number of emails per operator to your dashboards. ### 3) **Transcripts of conversations we've learned to speak Slovak** Do you often send chat transcripts and email to your customers? For this useful feature, we decided to break the language barrier and translate system messages for transcripts into Slovak as well. The language is determined by the primary language setting of the client's browser, of course the content of the chats remains unchanged. In case of setting a different browser language, the client receives system messages in English transcription. #### **Minor changes in the application:** * Sessions can only be redirected to an operator that has access to the channel * API fix in case of a phone call to a banned client * Fixed some complications with creating and deleting dashboards * Removed some unnecessary buttons to move between settings sections * The form that is used in the widget now cannot be deleted
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.93 Deployed on: 2. 6. 2022 ## **Mluvii News** ### 1) **The WhatsApp messaging revolution is coming to mluvii** We bring hot news for all WhatsApp communication lovers with clients. If you have already started with WhatsApp templates that we introduced in version 2.90, you will get the **the ability to contact clients on WhatsApp via a pre-approved Template Message even after more than 24 hours since its last message.** You can refresh the session using the Contact Client 💎 button from historical sessions, and in a newly opened session, you can send **one of the approved Template Messages** that you have synced with your WABA account in mluvii from the 360dialog environment from the operator role. Do you have questions about how WhatsApp Message Templates work or how to use the client contact feature? Email us at [sales@mluvii.com](mailto://sales@mluvii.com), in the chat on the [website](https://mluvii.com) or even directly on [WhatsApp mluvii](https://api.whatsapp.com/send/?phone=%2B420702800608). ### 2) **Filter contacts during a campaign** During a campaign, you can now filter contacts by status or the date the contact last changed. This gives you an overview of which contacts have already been called or whether the campaign is running as you want. ### 3) **Easier inbox connection using Microsoft identity** Before connecting a new inbox, simply create a Microsoft identity in mluvii by logging into MS Azure. You can then create an inbox in mluvii, which you connect using this Microsoft Identity. Everything is secure and fast. Read the instructions in our documentation. ### 4) **Operate multiple Apple Messages accounts from a single tenant** Do you use Apple Messages for Business or are you just considering this channel rich in exclusive formats? Then here's a nice new feature that will allow you to connect another Apple Messages account to Tenant. This allows you to serve multiple accounts for different brands, for example, while maintaining different routings, serving groups of operators, or special Apple Intent or Apple Group parameters. Curious about what signing up for a new Apple Messages business account looks like? Check out our documentation or contact us in the [web](https://mluvii.com) chat. #### **Minor changes in the application:** * Fixed automatic ignoring of emails * Correct operator click-through links from routing details in session or email * Fixed some complications with creating and deleting dashboards
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.92 Deployed on: 18. 5. 2022 ## **Mluvii News** ### 1) **WhatsApp Charged Messages Overview** WhatsApp for Business is growing in popularity and we are working hard to develop additional functionality. One of these is the ability to download a detailed overview of the charged and uncharged messages that have passed through your WABA account in the selected month. The report provides details of individual messages from Meta sources paired with session IDs from mluvii. The data starts to be stored with the deployment of version 2.92 and cannot be retrieved retrospectively. You can export billing directly from the Billing tab in your WABA account settings in mluvii. ### 2) **Synchronization of WhatsApp templates** Have you created a new WhatsApp template that has passed approval and want to start using it immediately? Now you can quickly upload such templates to mluvii using the Sync button in the WhatsApp settings in mluvii. The chatbot will also start the conversation itself in the mobile app ### 3) **Chatbot starts a conversation on its own and in the mobile app** Chatbots can now also start a conversation immediately after a client enters the chat in the mobile app. Your clients no longer have to delay typing in the chat, the chatbot will take over and offer help to solve their request. You can control this feature in the General chatbot settings section.
### 4) **Chatbot starts a conversation on its own and in the mobile app** If you are interested in how the routing of a particular session was done, you will be pleased to know that in the session details you will now find a transcript of the routing in chronological order from top to bottom. Investigating the routing progress of individual sessions will now be even easier for you.
### 5) **View media and files from session details** Want to see what files operators, clients or chatbots are sending to each other in conversations? Now you can conveniently view all sent files or play videos in the session details with one click.
#### **Minor changes in the application:** * Fixed campaign clicks from the rules used in the campaign. * When copying an email address into chat, it no longer displays "mailto:" but only the format of the address * Operator link in the Sessions table works again
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.91 Deployed on: 4. 5. 2022 ## **Mluvii News** ### 1) **A/V call recordings that won't get lost in the world** Audio and video recordings in mluvii have seen a significant shift. We have worked intensively on their stabilization and monitoring options for proper storage. In addition, you now have the option to **decide** whether you want to save **combined** or **separated** recordings based on the contents of the operator, client and shared desktop screens. This setting is configurable at the tenant level and you can request to modify it on our [helpdesk](https://mluvii.atlassian.net/servicedesk/customer/portals). ### 2) **Missed call data can be found in the API** We continue to extend [public API mluvii](https://app.mluvii.com/api/index.html) to make it easier for you to access custom views of call center operations. The latest addition is an extension that **allows you to get a complete call history from mluvii, including missed calls.** You can easily see how long clients waited in line before hanging up the phone, or what options they pressed in the IVR. ### 3) **Webchat transcripts are sent with attachments** Clients who have requested a transcript of a webchat session to be sent to their email address will now receive a recording of the conversation **including the attached files in their original size**.\*\* This feature will be disabled if you have enabled deletion of files after the session in your tenant settings. If you're not sure, check the Applications section and check the general settings. ### 4) **We've improved the states of the users you want to redirect sessions to** When a session is redirected to an operator or group of operators, you will get reliable information about their status and whether they can accept the session immediately or after the end of their own session. This allows operators to better work with the waiting client before they redirect them.
#### **Minor changes in the application:** * You can also blacklist bad clients from offline channels * Usability of system callparameters can be edited * Video from client in session transcript can already be played * The preview of an image sent via hyperlink will already be visible in its entirety
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.90 Deployed on: 21. 4. 2022 ## **Mluvii News** ### 1) **WhatsApp Message Templates for the first time in mluvii 🆕** We are pleased to introduce the WhatsApp channel extension that many of you have been craving and more will be craving. **Message Templates** are a format that will allow you to **use new content formats** and in the future, proactively contact clients on WhatsApp. It brings feature-rich communication to corporate whatsapp accounts. What can you look forward to in the Beta version?
Message Templates bring extensions to the content and features of the channel to mluvii. Templates are similar in composition to the Hero cards you use today in Webchat or Apple Messages. In communication with clients, you can now **from mluvii send** cards composed of: * text, * picture, * video, * document, * quick reply buttons, * call to action buttons, or * custom headers and footers.

Operators can insert their own text into the template text after variables such as customer name, contract number or other personalised data. We have ported this functionality to Hero cards in WebChat. We are happy to present you all the possibilities that Message Templates hide. Join the Beta version and discover new opportunities in customer care. Just drop us a line on [WhatsApp](https://wa.me/+420702800608/), [chat](https://www.mluvii.com/live-demo-2/) or ask your salesperson. ### 2) **Operators can also tag completed sessions** Surely there are situations in your call centre when the operator needs to leave information at the end of the session for further work with the client. That's why we have added a new permission that will allow operators to **tag sessions even after they have ended** 🏷️. For example, they can tag which sessions they have responded back to, or which missed call they handled. The settings can be found in \[user] administration(/en/for-administrators/company-management/users.html) in the Administrative Permissions section at the tenant level. ### 3) **You can also reconnect sessions via the public API** We've extended our [REST API](https://app.mluvii.com/api/index.html) with the ability to redirect live sessions. You will appreciate this if you need to integrate mluvii with other systems. ### 4) **Redirect search** As an operator, you can now quickly and easily search fulltext for a colleague you want to redirect a session to. ### 5) **Dial a number with one click** In the phone session details, you can now **dial a client's number** with one click, either by clicking the number link or by clicking the 📞 icon. This new feature will save operators time and help, for example, when retrieving missed calls. You can also quickly copy the client's number as you do with other parameters in the session details.

#### **Minor changes in the application:** * Modified sending of image links with text * Fixed duplicate fields when linking contacts * Visualization of routing - operator from deleted group can now be filtered out
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.89 Deployed on: 6. 4. 2022 ## **Mluvii News** ### 1) **Template messages support hyperlinks** Once again, we have heard your product requests and improved the functioning of template messages. You can now insert hyperlinks to any web pages in webchat and email templates. The link from the message is then displayed to the client in webchat, including a thumbnail image and information about the website. Along with this modification, operators have also gained the ability to insert and format links in webchat while communicating with the client. ### 2) **Improved public API** Our REST API continues to expand, and as of version 2.89, you can manage tenants and filter users by tenant ID through it. So when you create a user, you will immediately get information if the user already exists and their user ID. Now you can even switch sessions via the API. ### 3) **Extension of activities sent by webhooks** You will now get real-time information about all activities that happened in a session via webhook. You may use this new feature for example if you manage your own wallboards outside the mluvii app. ### 4) **Improved widget settings** If you create a new widget, the button will look even better on the page. We've adjusted the default indentation from the page edges. However, you can still set custom values for the size and indentation of the widget in the Webchat - Button section.
#### **Minor changes in the application:** * Fixed a case where the chatbot did not receive information about the availability of operators. * Improved infrastructure settings where there was an issue with connecting calls. * Filtering sessions in the table is now faster and reliable.
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.88 Deployed on: 23. 3. 2022 ## **Mluvii News** ### 1) **New session exports you'll love** If as a supervisor or administrator you frequently export from the Sessions report, we have great news for you. We've modified the behavior of the dialog window so that you can **immediately download all** the sessions you've selected in the filters. The possibility to download your own **number of sessions** still remains. As an added bonus, we've included the total number of sessions you'll be exporting in the bottom left corner. You can enjoy the new behavior in the case of exporting to CSV and HTML, both in the Sessions and All Emails sections. ### 2) **Operators will find Hero cards in the overview folders** Since version 2.87, administrators have been enjoying the order caused by the new folder system for forms and Hero cards. Operators now get the same enjoyment. Forms that operators use during sessions are neatly sorted into folders and subfolders. ### 3) **Play YouTube videos directly from WebChat** We have improved the display of links to YouTube videos for you. If an operator or client sends a link to a video to WebChat, just click on the video preview, and the video will be enlarged and played directly in the operator environment. The operator and client no longer have to navigate to YouTube.
#### **Minor changes in the application:** * Minor API fix for widget settings * Fixed routing getting stuck on a specific package in some rare cases * Scrollbar added when selecting parameters * Fixed operator table on mobile device
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.87 Deployed on: 9. 3. 2022 ## **Mluvii News** ### 1) **We are unifying forms and Hero cards and bringing a new folder system** We continue our efforts to make the mluvii user interface more convenient for you. That's why this time we've decided to get into Forms and Hero cards, which you love to use in webchat sessions. **Hero cards have been consolidated under Forms and in the administration** so you can create and manage them from one place. We've also newly added **new system for filing forms**. V jednotlivých složkách a podsložkách můžete nově filtrovat podle typu formuláře nebo kanálu, pro který byl vytvořen. Operators will still find the Hero cards they send during client sessions under the same label in the operator interface. ### 2) **One-click communication with chatbot** Automated communication is an important part of your customer care toolbox. So we've prepared a chatbot customization to get customers into the conversation even faster. **Customer** may, after arriving at the page, only **click once on the webchat widget to connect to the bot** without typing the opening sentence or clicking into the iframe. If you want to customize the behavior of your bots, please contact your sales representative or contact us via chat on [our website](https://mluvii.com). ### 3) **Extending Public API** We have extended the Public API to include comments in the email thread, redirection or automatic email ignoring. ### 4) **Chatbot settings section** We have redesigned this section to make it easier to set up the chatbot. Now you know immediately what state the chatbot is in.
#### **Minor changes in the application:** * Modifications to the infrastructure for higher reliability of the public API * Fixed overflow between groups in routing, in some scenarios * Fixed link to API key from chatbot settings * Users - fixed some scenarios in the bulk slot modifier
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.86 Deployed on: 23. 2. 2022 ## **Mluvii News** ### 1) **Welcome WebChat channel** The time is ripe for our chat channel to get a new name in the app. While you knew it as mluvii until version 2.85, we're now calling the channel WebChat across the interface. ### 2) **Email address whisperer** To make it even more convenient for you to work with emails in mluvii, we taught them to whisper. For newly parsed messages, the recipient field will begin to prompt you suggestions of client email addresses stored in the Contact directory. ### 3) **Clearer Pop-up settings** The banner notification above the chat widget, CTA, also got a name change. You'll now find it in the package under the better-fitting name Pop-up. But we didn't just stop with the name change. You'll find a new color palette in the pop-up settings. ### 4) **A new view of the operator workload** If you also monitor your call center operations in the Grafana analytics application, you will appreciate the new option to track call center utilization by operator and group.
#### **Minor changes in the application:** * Fixed some errors when ignoring email * Fixed issue with chatbot opening hours * Saving parameters with empty value will not cause an error * Routing conditions on channels fixed
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.85 Deployed on: 9. 2. 2022 ## **Mluvii News** ### 1) **Outgoing phone call via API** We know that the ability to connect mluvii to your internal systems is what it's all about. That's why you can now connect mluvii with your CRM even more. When working with your CRM, you can call our API and trigger an outbound call directly from your contacts in mluvii. ### 2) **Quick reply directly in Hero Cards** Introducing a new component for Hero Cards that will make the path to client reviews even easier. This is because the client can quickly reply to various interactions or provide feedback on various products during the session. The results of these responses can then be found in the selected session parameters.
#### **Minor changes in the application:** * RAM optimization for longer sessions, * Routing optimization, * Fixed click-through to chatbot from session table, * Automatically ignored emails can be returned for processing.
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.84 Deployed on: 26. 1. 2022 ## **Mluvii News** ### 1) **In mluvii you will receive an email even if you are in a copy** Your mluvii inbox will now also receive email messages where you have been copied ("Cc" or "Bcc"). You will then find the addresses of the other recipients in the email information.
### 2) **New look of the email inbox** The email inbox environment has also undergone a visual change. You can also now find contact details in the message details. You can then assign the contact directly from the inbox to the Contact Directory or search for matches.
#### **Minor changes in the application:** * Further optimise RAM usage * Fix file sharing in the showroom * Fixed page refresh for chats lasting over 1h * Fixed "routing" tab in detail in the Emails table * Accelerated export of email messages * Contact detail, fixed scroll * Fixed YouTube video playback * Files opened in chat do not attach themselves to the cursor when viewed * Fixed duplication of rows in Contact directory
**Thank you for your feedback, which helps us to improve mluvii. :)** # 2.83 Deployed on: 12. 1. 2022 ## **Mluvii News** ### 1) **Screen sharing** We fixed some situations where the client was seeing an invalid modal window prompting for sharing. ### 2) **Overview of operators** We have improved the way data is updated in the operator overview. If you return to the mluvii tab after a long period of inactivity, you will still see the current status of the call center without having to reload the page. #### **Minor changes in the application:** * Fixed a bug where routing was terminated during routing changes. * Manual redirection of email to itself fixed * Extended logging from widget * Fixed display of phone call recordings * Chatbot messages sometimes displayed two paragraphs instead of one * For asynchronous channels, sessions now cannot be resumed if the client is banned Thank you for your feedback, which helps us to improve mluvii. :) # 2.82 Deployed on: 5. 1. 2022 ## **Mluvii News** ### 1) **Recall sessions via social networks** Whether a client has messaged you via Whatsapp, Facebook, Apple or VK, you can reply to them even after the session has ended. Simply recall the new session from the session table in the session table of the specific session. This way you can reply to the client after a long time with a solution to their request ### 2) **Chatbot API - Returns the number of clients in the queue** Through the chatbot API, you can now see the utilization of each group and the number of clients in the queue. This allows you to distribute client requests evenly across the call center. Instructions for this activity can be found here. ### 3) **Chatbot API - Apple Messages for Business** Through the Chatbot API, you can now display a typing indicator. This gives the client a more vivid session experience. Instructions for this activity can be found here. ### 4) **Chatbot API - Pre-filled Herocard** Chatbot can send a pre-filled herocard, you can make it easier for the client to fill it out if you already have some information about them. Instructions for this activity can be found here in our docs. ### 5) **Chatbot API - Send media** The Chatbot API can send images, audio and video files either as a link or directly from mluvii. Instructions for this activity can be found here #### **Minor changes in the application:** * Fixed duplication of rows in session and email tables * Fixed filters in some tables for "empty" value * Fixed routing settings - free slots condition * Alignment of attachment name in email * We removed the ability to share Youtube videos between operator and client in the sharing tab. YouTube link can still be sent to chat Youtube in chat will show a straight preview **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.81 Deployed on: 9. 12. 2021 ## **Mluvii News** ### 1) **Microsoft Exchange mailbox to connect to mluvii** Now you can connect a Microsoft Exchange mailbox to mluvii. Create a Microsoft identity in mluvii and then use is as authentication in the classic mluvii mailbox settings. See the documentation here. ### 2) **E-mail parameters now also in the table of all e-mails** You can now also view e-mail parameters in the All Emails table (threads tab). As an admin, you have a perfect overview of the parameters assigned to each e-mail thread and can export their values to a .csv file that can be further processed outside of mluvii. #### **Minor changes in the application:** * We fixed a bug with parameter storage in the mobile app that was manifesting itself in unusual situations. * We have fixed excessive RAM usage. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.80 Deployed on: 24. 11. 2021 ## **Mluvii News** ### 1) **Parameters for e-mail** Parameters are now also available for emails. Administrators can extend existing parameters to be used in email messages or create new ones. Operators can then work with the parameters in the email details just as they are used to in sessions. ### 2) **Extension of Public API with email parameters** You can now access email parameters via the Public API. The advantage for administrators is easier organization of work such as sorting messages to clients in CRM. ### 3) **We have improved AV call quality monitoring** To better monitor the quality of audio-video calls, we have improved the monitoring of the WebRTC technology on which AV calls are based. #### **Minor changes in the application:** * We fixed a behavioral bug in the SDK for the mobile app that caused the client to re-display the offline form after a long pause in the app chat. * Admin on a mobile device can see the "burger" button on the main menu again. * Restricted some characters when creating callparameters for better system stability * We also fixed the editing of columns to display on the mobile device * Fixed Hero Cards that were incorrectly displaying the timepicker **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.79 Deployed on: 10. 11. 2021 ## **Mluvii News** ### 1) **Chat widget can evaluate routing already on the web** To help you even better manage the availability of your chat operators, we've prepared new conditions for displaying the chat widget. You can now display the widget to clients based on the status of the specific group the request is to be routed to. For example, if an incoming client meets the condition of a specific group, the widget status will only be displayed to that client based on that group. You can set this live evaluation on the widget in the **'Button' / 'Behavior'** section. ### 2) **Status monitoring by channel in Dashboards** In the Dashboards section, you can now view the history of operator statuses in each channel. You can thus find out the time of individual operators, or why a WhatsApp message was not sent to an operator at a certain time, for example, and thus prevent similar mishaps. Would you like to learn more about setting up dashboards? Contact our [helpdesk](https://mluvii.atlassian.net/servicedesk/customer/portals) or request a [live demo](https://www.mluvii.com/live-demo-2/). ### 3) **As a Company Administrator, you have easier access to tenant settings** When you click on settings, you already have the same tenant pre-selected as in the toggle on the left panel ### 4) **Buttons to close blades for easier navigation** We have added crosses for closing sections. You'll appreciate them in case you are deeper into the settings. #### **Minor changes in the application:** * Operator status change notification is no longer displayed unnecessarily multiple times. * Fixed display of routing visualization section * Restricted some characters when creating callparameters for better system stability * Fixed background settings for camera operator * Fixed texting in routing details of ignored emails * Operator's "On Call" status is correctly cleared after AV session is over **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.78 Deployed on: 1. 11. 2021 ## **Mluvii News** ### 1) **Wallboards are slowly turning into Dashboards** In addition to the new look of the section, you will also find new options to **filter users** by permissions or their tenant or group affiliation. Another notable change is **moving slot management from the Groups settings to the Users section.** Slot settings can be made by users with Company admin permissions. Slot settings for live channels, offline channels and emails **can be changed in bulk for multiple users at once.** #### **Minor changes in the application:** * Fixed channel prioritization save * Error when editing values in contact detail fixed * Minor textual corrections * Improved navigation for company admin on mobile devices * Correct display of larger slot count values in the Operators table **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.77 Deployed on: 13. 10. 2021 ## **Mluvii News** ### 1) **Wallboards are slowly turning into Dashboards** Measuring call centre traffic and performance is what we are all most interested in at the end of the day. That's why we want to present you new Dashboards section (real-time traffic metrics). The scope of the metrics so far replicates the Wallboards section that you use to measure in your call centers now. For example, it projects the number of calls, chats and emails answered, operator statuses and their history, or the availability of individual channels. Future versions of the application should make it easier to expand reporting views. Dashboards are built on the Grafana platform, which forms the basis of live reporting for global brands. Interested in trying Dashboards or want to know more? Drop us a line on the [helpdesk](https://mluvii.atlassian.net/servicedesk/customer/portals) or in the [mluvii](https://mluvii.com) chat. ### 2) **More robust audio/video calls** Our A/V calls can now withstand even major internet outages. Both the operator and the client are informed about the instability of the internet connection by a pop-up notification. #### **Minor changes in the application:** * Fixed operator channel blocking * Fixed nomenclature in Contact directory * On Android in Chrome, you can now redirect sessions as an admin again **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.76 Deployed on: 29. 09. 2021 ## **Mluvii News** ### 1) **New navigation and administration** The mluvii user interface has undergone further changes to simplify the administration. The most obvious changes are in the administration of the whole Company, under which the sections Users and Settings have been moved. What new features are waiting for you? * The Company section is now marked with a settings icon ⚙️ in the left navigation. * Under Company you will find your company's global settings and now also the Users section, designed to manage user access and permissions. * The Company Settings section also contains Tenants and their settings. Click in the row of the selected tenant to manage channels, assets, routing settings, and groups. This will allow you to manage sections that were previously in a separate Settings section in the left navigation bar. * **Important for operators:** the user profile settings can now be found by clicking on the Company Settings, the section with the ⚙️ cog icon. In the same section, the user manages his files, templates and the signature or nickname he uses to introduce himself to clients. #### **Minor changes in the application:** * Fixed a routing error of wrong evaluation of two same targets. * Parameters with a dot in the name no longer cause errors. * Operator slot counts are counted well after the elapsed receive timeout. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.75 Deployed on: 16. 09. 2021 ## **Mluvii News** ### 1) **A new look at the application** We have prepared a new user interface for you so that you feel even more at home in it. The dynamic behavior of the application awaits you, a new Licenses section, in which you can control the use of your licenses over time, and, last but not least, the new location of the user profile. You will now find it in the upper right corner. ### 2) **Even smarter routing** When setting up routing, you can now add a condition to the number of free slots in its destinations. For example, if you have a senior group of operators that handles specific requests, but is now less busy, you can temporarily route more common requests to it. If you are interested in this feature, do not hesitate to contact us at . ### 3) **Public API extension** You can now get the routing history of a specific session or email via the REST API. There is also information on what groups the session was routed to or queued in. You can get the information by calling GET on the endpoints: `https://app.mluvii.com/api/v1/EmailThreads/{{threadId}}/routingHistory` `https://app.mluvii.com/api/v1/Sessions/{{sessionId}}/routingHistory` ### 4) **Live Routing Evaluation** You can add call parameters to the client while it is active on the page. Now, based on these parameters, routing is evaluated live and the state of the widget can be changed for a specific client. For example, a client logs into the e-shop and you have information about his purchases at that moment. Based on that, you can give him access to specific operator groups. #### **Minor changes in the application:** * Fixed operator statuses on outgoing call * Improved e-mail connection check **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.72 Deployed on: 24. 08. 2021 ## **Mluvii News** ### 1) **Information about groups via API** You simply get information about groups, their id and name via API. ### 2) **View files directly in the chat** With a single click, you can now view files directly in the chat and browse between them, from the perspective of both the operator and the client. #### **Minor changes in the application:** * .Webp files are already appearing in chat * The camera and microphone buttons are displayed correctly during an AV call on Android / Chrome * HTML export sessions in which was the chatbot are displayed correctly * The routing visualization correctly displays arrows between elements * Images and files are displayed in the chat history (past sessions) * Searching the table of all sessions now handle spaces at the end of rows correctly **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.71 Deployed on: 17. 08. 2021 ## **Mluvii News** ### 1) **History of operators** We have extended our REST API with a history of operator states. You can now get this data for specific periods and specific operators and use it, for example, for your own statistics. Here you will find information about the name of the status, time, note or whether the status is paid. #### **Minor changes in the application:** * Removed text formatting for FB Messenger * Stuck button in mail sending status * Filter in the users section * Receive two images of the same name in emails * Displays the ASCII character when the operator ends the message with a space **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.70 Deployed on: 10. 08. 2021 ## **Mluvii News** ### 1) **SLA based on call parameters** You can now monitor SLAs on wallboards according to call parameters. This can be useful, for example, for individual IVR options of your call centre. ### 2) **Predictive campaign routing** The predictive campaign now routes even if the operators have e-mail assigned in their mailbox. #### **Minor changes in the application:** * We have improved the UI in the e-mail detail when trying to forward part of a thread. We have improved the e-mail UI in the thread forwarding section. * Fixed phone icon scrolling when redirecting from the operator. * Minor fix to the client’s UI during an AV call on a mobile phone. * When editing Herocards, searching for call parameters works better. * You can more easily assign the generated API key for the chatbot API to a specific chatbot in a specific tenant. * Wallboards once again correctly display the number of operators with the Away status. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.68 Deployed on: 27. 07. 2021 ## **Mluvii News** ### 1) **The Chatbot API returns group occupancy information** Your chatbot can now get information from the talk about the number of free slots in each group. It can therefore evenly distribute the load between operators. You can find more information in our [public documentation](https://docs.mluvii.com/guide/en/for-it-specialists/chatbot-connection/supported-activities-events.html#getavailablegroups). ### 2) **Detailed description of the campaign** Finally, you can easily add a detailed description of the goal or product in your campaigns. #### **Minor changes in the application:** * The system message "redirected to phone" is already displayed correctly in the routing detail * The wallboard does not automatically reduce the display after a long time * You can use the “Custom Text” component within Performance again without restriction. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.67 Deployed on: 21.07.2021 ## **Mluvii News** ### 1) **Outbound call restrictions** Do not worry that your operators called unreasonably on paid lines or abroad. You can now whitelist allowed number formats in the phone channel settings using regex. ### 2) **Camera and video format selection during AV session** During an AV call, you now have the option to select the camera you prefer and also the picture format. The client now receives an image from the operator in the correct proportions. ### 3) **The operator can redirect the e-mail thread** Both the operator and the administrator can now redirect part of the e-mail thread. At any time, they can ask a colleague from another department or an external partner for help. ### 4) **Transparent background** The transparent background of the images is now transparent even in mluvii chat. #### **Minor changes in the application:** * The long name of the page from which the client enters the chat is displayed correctly on the operator's side again **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.66 Deployed on: 13. 07. 2021 ## **Mluvii News** ### 1) **We've expanded the public API** In the area of campaigns, you are now able to find out the status of individual contacts included in the campaign. You can also receive information about a planned retry call. You'll also get more detailed information for each contact listed in a campaign. Within the exported sessions, you will now also get a parameter containing the campaign id. Our REST API also provide you with information about users, especially groups they are members of, a profile note and the last change in their reason for absence. #### **Minor changes in the application:** * Performance Metrics - Correction of aggregation of the number of sessions per hour * The caller ID on the phone shows correctly * Fixed sender change for inbox **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.65 Deployed on: 07. 07. 2021 ## **Mluvii News** ### 1) **Fixed Operators view** Fixed: Operator workload no longer disappears after filtering out all groups in "Operators" view ### 2) **Sortable session results** Admin can now define the order of *Session Results*. This order will be used when displaying the session result list to operators during After Call Work. ### 3) **Callparameter with dot** Fixed: Callparameters with dot can now be used when adding client data to contact directory. ### 4) **Call recordings after forward to external phone** Fixed: Recordings are now visible for sessions where forward to external phone number took place during routing. #### **Minor changes in the application:** * Minor translation fixes **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.64 Deployed on: 29.06.2021 ## **Mluvii News** ### 1) **Fixed operator status** When receiving a call, the operator is not switched to the "away" state. ### 2) **Performance** The number of sessions according to individual operators is now also correct for offline channels. This applies especially to cases where a session arrives in the evening and is handled by the operator the next day. ### 3) **Adding parameters to a session via API** Adding parameters seating is smooth again. #### **Minor changes in the application:** * ACW fix after refresh. You can see the countdown for the whole time * If you turn off all channels for the operator, it will no longer appear as fully occupied in the “Operators” table. * A HeroCard can be deleted even after use in a session **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.63 Deployed on: 22.06.2021 ## **Mluvii News** ### 1) **Consultations during a phone call** Finally! During a phone call, the operator can invite other colleagues for a consultation. At the same time, he can put the client on hold for a moment and consult with a colleague. Everything is recorded in the recording. ### 2) **The operator can redirect the session to a chatbot** Chatbot is a master in solving repetitive queries and also in collecting data about clients. The operator can now use the function of redirecting the session to the chatbot. Once the chatbot completes the task, the client can be redirected back to the operator or the session is ended. #### **Minor changes in the application:** * Tooltip fix for call parameters in client card * The operator is no longer affected by the setting from the tenant in which it is deactivated **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.61 Deployed on: 08.06.2021 ### **Mluvii News** #### 1) **Fixed CTA appearance when a widget is offline** Again, it appears in the correct user-set colors and not in the default settings. #### 2) **Login on iPhone** Again, you can administer mluvii from your iPhone as well. #### 3) **We have improved the WebRTC technology operation** The progress of A / V calls will now be more reliable. #### 4) **More pleasant user experience when sharing documents** If you share a larger document, the control buttons will not disappear from the screen. #### 5) **Widget rules** In the widget settings, you can again select the "none" rule from the menu of available rules. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.60 Deployed on: 01.06.2021 ### **Mluvii News** #### 1) **Missing sessions** Sometimes you accept a session, but you don't see the client and chat main panel. This is fixed. #### 2) **Busy widget statue** We fixed the broken state of the widget when all operators are in the call. The widget now looks correctly in the "Busy" state. #### 3) **Exported CSV file with emails** If you click through the link from the exported CSV to a specific thread in the mluvii, it will already be displayed correctly #### 4) **Random ringing** We fixed a bug related to the incoming session notification which was played even though no session was coming. #### 5) **Widget rules** In the widget settings, you can choose the "none" rule in case you had there some in the past. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.59 Deployed on: 25.05.2021 ### **Mluvii News** #### 1) **Group prioritization settings** In the prioritization section in the group settings, we fixed the order of priorities. These panels are now saved in the order in which you move them. #### 2) **Safer call transfer** For telephony, we fixed a connection error that sometimes occurred after transferring calls. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.58 Deployed on: 18.05.2021 ### **Mluvii News** #### 1) **Routing visualization is back in the game** We have optimized the routing visualization function so that it does not unnecessarily burden the server. #### 2) **Call parameters** You can now save an empty value in the call parameter. Thanks to this, you will receive information via webbook that someone has deleted the client info. #### 3) **Social networks** We've removed the ability to share client screens on social networks. #### 4) **Additional performance optimizations** Due to the growing interest in the function of emails, we have optimized some related back-end operations for even better mluvii response. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.57 Deployed on: 11.05.2021 ## **Mluvii News** ### 1) **We fixed audio and video synchronization in recordings** If the AV session participants turn on the microphone and the camera at different times, these tracks will already be synchronized. It does not happen, for example, that the sound in the recording is delayed by a few seconds compared to the video **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.56 Deployed on: 04. 05. 2021 ## **Mluvii News** ### 1) **Even better CSV file import** If you are importing a CSV to your contacts directory, use the file preview feature. Thanks to the preview, you will find out whether the file, which may be in an unusual encoding, is displayed correctly or not. You can then select another encoding to save the data in the correct format. #### **Minor changes in the application:** * A/V recordings store fix. * The IVR parameter selected by a client during an incoming call is again displayed in the session preview. * We have improved the functionality of DATE filters in some tables. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.55 Deployed on: 27.04.2021 ## **Mluvii News** ### 1) **New CTI bar** Operators should no longer miss the incoming session in the desktop version of mluvii. Whatever activity they are doing, our CTI bar will alert them to a new call. They can accept the request directly in the bar. If you are interested in the desktop application for your operators or would like to learn more about it, contact us via the chat. ### 2) **Transparent system of incoming sessions** We have set up a new system thanks to which operators can better orient themselves in incoming requests. Before answering the call, the operator will see which of the colleagues did not manage to answer the call and therefore proceed accordingly. They can be motivated to answer calls faster and supervisors are given another tool to measure their performance and the overall health of the call centre. ### 3) **Better visualization of recordings** After starting the call recording, administrators now have a better idea of when the person talking is the client and when it is the operators. ### 4) **Better visualization of recordings** If you use our API for session analysis, you will now also find information on whether a HeroCard have been used, as well as its other details. ### 5) **Adjusted chatbot buttons** We adjusted the design of the chatbot buttons for an even better user experience. #### **Minor changes in the application:** * Sound notifications will no longer be played to operators if they have them turned off on their side. * When sharing the screen alternately (client, operator), both parties see the shared content in all circumstances. * Correction of group status calculation in the Routing visualization section. * Correct identification of the status of the client's microphone and camera on the operator's side. * Possibility to ban clients connected via Apple Messages for Business. * Minor adjustments to the displayed data in the Operators section. * Fix filtering by tags in the Performance section **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.54 Deployed on: 23.03.2021 ## **Mluvii News** ### 1) **Channel prioritization** Select which channels, and how many of them, your operator will specifically manage. For example, reserve 1 slot for offline communication channels (social networks – WhatsApp and Facebook Messenger) and 2 slots for mluvii chat to ensure that requests are handled in a desirable ratio. You can now also set the priority of individual channels so that no client waits too long to be assigned to an operator. You can find more in our documentation. ### 2) **Sound notifications** Set a specific sound notification for each channel so that the operator immediately knows what kind of request it is. ### 3) **Possibility to set breaks at work** Get a complete overview of your team's work commitment. Breaks at work can now contain information on whether they are paid and how large their time allowance is. If the operator’s break lasts longer than it should, you can also set a specific status that will appear to the operator in their profile after the expiration of this time allowance. ### 4) **Uploading contacts directly to the campaign** Setting your campaigns is now pretty easy. If you don't have the necessary contacts in your Contact directory, you can simply upload them directly to the campaign as you create it. ### 5) **On hold** If you need to consult your colleague during a call, simply click On-Hold. Thanks to the music track, the client will know that the call is placed on hold. You can also redirect the client’s call as usual. ### 6) **Clearer course of the campaigns** We have adjusted the details of telephone campaigns to make the status of individual contacts and the overall course of the campaign even clearer. #### **Minor changes in the application:** * Minor visual adjustments to some buttons. * Even weekend sessions are now displayed correctly in Operator Metrics. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.53 Deployed on: 23.02.2021 ## **Mluvii News** ### 1) **Manage campaigns via API** Now you can administer campaigns via [API](https://app.mluvii.com/api/index.html) too. You can start your campaign and pause it, adjust as well as create a new one. Here you will also find information on all campaigns and their statuses. ### 2) **Campaign targets** Choose if your campaign should stop immediately upon cold calling all of its contacts or if it should remain active and ready for additional contacts added in the future. After that you can launch the campaign again. #### **Minor changes in the application:** * You can change default phone number in Phone configuration. * New differentiation of incoming and outgoing calls in the routing visualisation and supplementing the legend with new channels. * Operators who stay logged in mluvii inactively overnight will no longer be shown in the Operator Metrics. * If a client came from a website with a long URL address, a button will appear in the session Parameters and it allows to copy the URL address into the clipboard. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.52 Deployed on: 02. 02. 2021 ## **Mluvii News** ### 1) **Video call background** Your home office operators no longer have to worry about clients seeing directly into their flat during video calls. You can now set a uniform background for them at the level of the entire tenant; you can either choose a specific image or blur the real background. ### 2) **Attractive Offer cards** Use a new feature when creating your Hero Cards or forms, thanks to which you can increase sales via chat by up to 10%. Insert an image or video directly into the card, which will use a URL to guide the client to a specific type of goods or service. You can find the function when editing a card/form in the drop-down menu under **“Add”**. You can use this separately or incorporate it into already created Hero Cards/forms. ### 3) **Check the status of the call directly in the dial pad** During the call with a client, you can check the status of your call directly in the mluvii dialpad. You can easily tell if you are still in the ringing phase or are already connected to a live call. ### 4) **External telephone as a new destination in routing** If you need clients to call you in exceptional cases, for example outside working hours or on holidays, you can redirect the most important requests to an external telephone. Just add it in the routing as a destination. ### 5) **Possibility of selecting the number that the operator uses to call clients** If your company has more than one phone number set up in mluvii, the operator can now choose which one to use to call a client. But it’s up to you if you allow operators to do it. ### 6) **Automatically assigned parameters from the Contact directory** If the incoming client exactly matches the Contact directory, this entry is automatically assigned to the session and the client’s parameters are used in the routing for all subsequent sessions. ### 7) **Editing tags in the Public API** Automatic tag assignment is now also possible in chatbot conversations. You can edit tags in our API, even in bulk, and the chatbot can also work with tags via new endpoints in the REST API. ### 8) **We have slightly improved the integration with WhatsApp** Communication through WhatsApp is becoming more and more popular, so you can have more than one account connected to one tenant. For better clarity for both you and your clients, you can now add a company logo and an additional description of the company in the settings. To connect to a new WhatsApp account, contact us via the chat on [our website](https://www.mluvii.com). #### **Minor changes in the app:** * Columns you choose will now be saved in the session table even after logging in again. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.51 Deployed on: 05. 01. 2021 ## **Mluvii News** ### 1) **Common view of operators and groups** This new feature will please especially team leaders and call center supervisors. In the list of operators, you can now group the view by groups. Thanks to this, you can immediately see how much free capacity remains in individual groups, or how many operators are online. ### 2) **Chatbots can convey client requests with even more accuracy** Chatbot can now recognize what the client is interested in from the communication and assign a parameter to the session. For example, when a client responds to a chatbot that he wants to resolve a complaint about a particular item, the chatbot can add a parameter to the client with the name or type of that item. If the chatbot then switches the communication to the live operator, the parameter in the routing ensures that the client reaches the most suitable group. Wondering how this feature works in practice? Contact us via the chat on [our website](https://www.mluvii.com). ### 3) **We are ISO 27001 certified** We are pleased to announce that we have obtained the ISO/IEC 27001 certificate for Information Security Management System. We went through a demanding process in which we proved that our protection of customer and internal data is at the top level. #### **Minor changes in the app:** * Before reloading the page during a call, the operator will be notified that the call will be dropped. * As of 16 December 2020, Facebook no longer supports the download of a profile photo, this photo will therefore not be displayed in mluvii, even to an operator. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.50 Deployed on: 18. 12. 2020 ## **Mluvii News** ### 1) **More clearly arranged mluvii menu** We have a brand-new navigation in mluvii for you. The new menu is now even more clearly arranged thanks to specific descriptions of the icons. If you remember the individual sections, simply hide the descriptions to get extra space. ### 2) **You can also release busy operators as an Administrator** The Administrator role acquires a new tool to better manage operators during the operation of the call centre. If you need to release some operators for training, for example, simply switch their status to “away”. At that point, these operators can still finish their current jobs, but they will not receive any new requests. ### 3) **Keep client ban feature under your control** Decide whether or not operators can block clients in a particular tenant and keep the reasons for blocking under control. You can find the option in the expert settings. If you disable this option for operators, you can still ban clients as an Administrator. ### 4) **Editing users via API** You can now also create and deactivate users or reset their password via mluvii API. You’ll surely appreciate this when managing users across multiple applications. See the [documentation](https://app.mluvii.com/api/index.html) for more information. ### 5) **New Wallboard metrics** See how your call center handles incoming requests in real time. You can now find a new “average handle time” metric for all channels, and you will certainly appreciate the overview of the number of missed sessions, the so-called “abandon rate”, for incoming calls. You can therefore see how your call center handles incoming requests in real time. ### 6) **Call parameters in the Feedback form** You can now also add your own call parameters to the Feedback form, thanks to which you will get even more comprehensive feedback from the client. For example, add checkbox lists to your forms and the values will be copied to the parameters, similar to an input or offline form. #### **Minor changes to the application:** * Operators will no longer see a white screen with the information “Access Denied” after a long period of inactivity * Operators will see the notes for their sessions again * The session result and the note are saved automatically even if the ACW time passes * E-mail routing to the entire group now assigns e-mails also to operators who are not currently online * When dialling, it is no longer possible to minimise the dial pad **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.49 Deployed on: 10. 11. 2020 ## **Mluvii News** ### 1) **You shall connect your e-mail box much faster now** We have made the process of connecting your mailbox to mluvii much easier. We changed the user administrative environment for you in a manner that you can enter initial information for incoming and outgoing emails via a single spot without having to switch between tabs. ### 2) **You will like the icons in mluvii even more** Since we want you to feels as being at home when using mluvii, we addressed the issue of some cosmetic changes to the app based on the latest trends. Therefore, you can look forward to sets of new and improved icons thanks to which you will be able to orient yourselves in mluvii even better. ### 3) **We are saying goodbye to Internet Explorer** The website browser called Internet Explorer is only used by around 1 % of users worldwide these days. Even the parent organization (Microsoft) is terminating the support of IE 11, and we are thus following its steps. Instead of IE, the Edge browser is now being used, for it interconnects with mluvii’s functions at the 100% level. You shall find the support of individual browsers in mluvii in our documentation. #### **Minor changes to the application:** * we increased the stability of loading data in the Performance section; * we repaired the set-up of filters in the Contact directory in order that you are able to search through it even better. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.48 Deployed on: 20. 10. 2020 ## **Mluvii News** ### 1) **Outbound campaigns are even smarter** We can finally present predictive campaigns to you. You can set the outbound campaign so that it cold calls more clients by itself than the number of operators at your disposal at that moment. You only have to set the usual percent of the reachability of contacts and the campaign will easily cope. Thus you save the time of your operators on line, increase their efficiency and save money on the operation of the call center. ### 2) **Preview of websites in chat** Once again, our chat supports one more trick. If you send your clients links to the websites, both of you will see a nice preview in chat. The website title will appear as well as the heading, featured image and a part of the text. ### 3) **Improved Performance section** The Performance section is another step further to perfection. Now you can find the number of the sent offline forms there and you can also find out how many sessions there were in a given day. This pleasant improvement can be used by all our clients and we will be happy for their feedback. ### 4) **From parameters using one click-through to external systems** If you store all client data in your own external CRM, now you can insert a link in each session into the call parameter that refers to a specific place in this CRM. Since that moment, the link that you can click through always appears in the parameters of the incoming session so you do not have to look for the client tediously any more. ### 5) **The size of the group queue in routing is adjustable now** You will no longer have to deal with unlimited size of the queue on a group level. Routing “To whole group” has the same performance as routing “By operator utilization”. Now you can set a widget of which the state will change depending on the size of the queue from *online* to *busy* or *offline*. #### **Minor changes to the application:** * During user creation, you do not have to enter gender any more. It does not appear in the application any more. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.47 Deployed on: 29. 9. 2020 ## **Mluvii News** ### 1) **Differentiation of Wallboard metrics according to the channel** To give you an even more detailed overview of your call center traffic, we have modified the Wallboards section. You can now differentiate selected metrics by the type of incoming chat, voice, and video calls. You can respond to the changing workload of your call centre in real time. ### 2) **Export historical data to the Performance section metrics** With the last release, we introduced the new Performance section, which helps you monitor the performance of your call centre in clear boards. We have exported all data from 2019 to this section for you, which you can now include in the new reporting views. If you are not yet familiar with the Performance, e-mail us at or use the chat or WhatsApp on our website. ### 3) **VK connects to mluvii** Offer more ways your customers can communicate with you. You can now also handle messages from the [VK](https://vk.com) platform via mluvii. Linking messages into mluvii is as easy as with Facebook Messenger, and you can attend to all your customers from a single environment. VK.com is a social network popular especially in Eastern European countries. The Russia-based platform is similar to Facebook and has hundreds of millions of users in Kazakhstan, Lithuania, Belarus and Estonia. If your company is represented on one of these markets, there is nothing to wait for. Just contact your sales representative or e-mail us at , or use the web chat or any other channel. ### 4) **NTLM authentication protocol for mailboxes** You can now use the NT LAN Manager authentication protocol for outgoing and incoming e-mail communication in mluvii. ### 5) **Search in drop-down lists** If you didn’t like scrolling through the items in the drop-down list when creating a new form or Hero card, we have good news for you – you won’t see it again. We have provided drop-down lists with a search function. You can find it across the application wherever there are more than 10 items to choose from. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.46 Deployed on: 8. 9. 2020 ## **Mluvii News** ### 1) **New reporting of call-center performance** In mluvii, we established some modification which should predominantly be appreciated by supervisors and team-leaders of call centers. In the new section titled Performance, you may monitor the speed of inquiries being handled by operators, average evaluations by clients, average time of clients waiting in line, reactive periods of operators and even much more. The reports on performance may also be arranged in the board based on your needs. Furthermore, the data may be exported to the .csv format just as you can do with current reports. The **Performance** section is marked with the BETA status in the application. If you wish for your company to access this section, you can contact us via the chat on [our website](https://www.mluvii.com). ### 2) **New reporting of call-center performance** Are you using the IP telephony of mluvii including the planning of campaigns? Then you shall be happy to hear about the randomizer of phone numbers which are shown to your clients when you are contacting them. If your customers repeatedly don’t pick up the calls coming from your permanent phone line, you can choose several other variations and interchange them randomly in the course of the campaign. ### 3) **You can now also ban clients on Facebook and WhatsApp** Newly, you can also ban customers coming from Facebook Messenger and WhastApp. This way, you may reduce the spamming load on your call center by clients who, without any reason, renew the conversations and put a load on your operators. The removal of a ban proceeds in the same manner as with chat sessions. ### 4) **You can now also ban clients on Facebook and WhatsApp** In order to meet all the demanding requirements set by the GDPR, you can now set up your own periods for which the cookies files should be stored, since they include important information on the behavior of clients on your website, and you can do so through the mluvii application. #### **Minor changes to the application:** * You can now delete a widget even if, for example, any routing or pre-set rules are attached to it. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.45 Deployed on: 18. 8. 2020 ## **Mluvii News** ### 1) **Outgoing call campaigns** IP telephony in mluvii has reached another product goal in the form **of outgoing call campaigns.** You can set up an automatic client call system from the very beginning. Import your own contact list or use contacts from the Address Book. Create your own groups, routing, rules or call scripts and distribute outgoing calls to groups of operators. You can also pause or redial unauthorized clients at any time. As always, we welcome your feedback and interest in the new feature. Just write to us via the chat on [our website](https://www.mluvii.com). ### 2) **Outgoing call campaigns** In order for you to be able to comfortably handle communication from multiple Facebook pages, we have adjusted the process of connecting the page and the entire section for you. You can look forward to easier site connection and better work with communication routing. #### **Minor changes to the application:** * Hero cards are now sorted alphabetically on operator side **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.44 Deployed on: 28. 7. 2020 ## **Mluvii News** ### 1) **Automatic session anonymization** All past sessions can be anonymized automatically. You don’t have to worry about someone misusing sensitive data. You can set it in the Expert Settings section and it is possible to select a different time period for each tenant. ### 2) **Routing for Facebook Messenger and WhatsApp** Do you manage multiple Facebook pages or do you communicate with clients via multiple WhatsApp phone numbers? Then you will surely be pleased that we have created the option of custom routing settings for these channels as well. You can easily and clearly determine where the requests of clients from Facebook Messenger or WhatsApp will be routed to. ### 3) **Bots come to the rescue with Facebook Messenger and WhatsApp assistance** From now on, bots can also help you communicate with customers via the Facebook Messenger and WhatsApp platforms. You can make your operator’s work easier, for example by relieving them of the most frequently asked questions. Chatbots can communicate with customers on each of the platforms in supported formats. If you are interested in engaging the new helpers, contact us via the chat on [our website](https://www.mluvii.com). ### 4) **Chatbots can send Hero cards** And the chatbots have learned another new trick. Interactive Hero card forms, which you like to use for chat communication, can now also be sent by chatbots. You can get important data from clients even if they disconnect before the operator can attend to them. Just contact us via the chat contact your sales representative or contact us via the chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs) and we will be happy to introduce the new option to you. ### 5) **Extended reasons for ending a session** During a session, you can now follow more detailed reasons for its termination. For example, you will know if the operator disconnected or the client closed the browser window during the conversation. ### 6) **Routing timeline in session detail** You can now also find a timeline in the session detail that shows the detailed routing history of this session. For example, you can see when a session was created or when it entered the queue. Thanks to this, you will get an even better picture of the efficiency of your operation. ### 7) **Screen sharing and co-browsing for multiple operators in a session** We are coming up with a further improvement of the function thanks to which more operators can cooperate in a session with the client. During a group chat or video call, they can share the screen or use the co-browsing function as easily as they are used to from 1:1 communication. ### 8) **CTA is also displayed for widgets in the offline or busy status** Do you like to use CTA with text or image for your widgets? You can now display them with the widget not only when the widget is online, but all the time. You can make the settings using the rules for the button, which you then pin to the widget in the widget settings. ### 9) **Automatic tagging extension** Because we know how important an overview on sessions is, we decided to improve their tagging capabilities. You can now distinguish whether the tag came from a message from the operator or the client. You can also add multiple groups of conditions or the option to meet only some of them. ### 10) **HMAC authentication of encrypted data sent to mluvii** Additionally, you can now authenticate the data you send encrypted to mluvii from your system with an HMAC key. See the [documentation](https://docs.mluvii.com/guide/en/for-it-specialists/software-architecture/data-encryption.html) for more info. If you are interested in this feature, contact us via the chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs).
#### **Minor changes to the application:** * We named the bookmarks of the browser tabs according to the sections of the application * CSV import now takes less time **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.43 Deployed on: 7. 7. 2020 ## **Mluvii News** ### 1) **Multiple operators can work together in a video call** After our recent product innovation, the involvement of multiple operators in a chat session, there comes the next step. A larger number of operators can now also meet in a video call. The new function is suitable, for example, when the operator needs the assistance of a colleague orto connect the customer with another branch of the company. The operator who started the session can connect available colleagues at any time during the call. Would you like more information about the new feature or would you like to have it activated for your company right away? Contact us via the chat at [www.mluvii.com](http://www.mluvii.com) or write to us via the chat on [our website](https://www.mluvii.com). ### 2) **The administrator can make the Operator stats section available to an operator** An operator who has earned your trust can finally help you with the processing of reports thanks to access to Operator Stats. You can turn the permission on in the user settings in the Permissions section. ### 3) **The administrator can set the company parameters** We have made company settings, which include adding and setting up tenants, security management, allowed file types, and more, available to you. Permissions also allow you to choose whether the operators can switch from one channel to another themselves. You can have full control over how incoming requests are distributed. ### 4) **Operators can use mluvii dial also for IVR interaction** If the operator calls another company via mluvii and an IVR system responds, they can interact via the dial as easily as if calling from a telephone. ### 5) **The company administrator can define the form of the outgoing number** If you have multiple numbers for incoming requests in the company, you can define the form of the number that will be displayed to your clients when you call them. Need help setting it up? Write to us via the chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs)., we will be happy to advise you. ### 6) **The operator status is now located under the Profile icon at the bottom of the left bar** If the operator is absent, they can change the reason for the absence during the break, for example from “lunch” to “meeting” and do not have to go online in between. You can now find this setting under the Operator Profile icon. #### **Minor changes to the application:** * the button for sending a message on the client side has a new look * if there are more operators in one session, their link is also displayed in the routing visualization * date filtering is now optimized for more enjoyable use **Thank you for your feedback, which continuously helps us to improve mluvii. :)** # 2.42 Deployed on: 16. 6. 2020 ## **Mluvii News** ### 1) **Import contacts to Contact directory from CSV** Are you using our Contact directory and would you like to expand your client database with your own set of contacts? We have good news for you. You can upload contacts to mluvii via the CSV spreadsheet. Just open the Contact directory section and press the “Upload CSV” button. The interface allows you to use only selected columns from the CSV. From now on, you will not lose a single record of communication with your clients. You will especially appreciate this in other versions of the application. We are preparing a section for the management and operation of outgoing telephone campaigns, bringing you even closer to your clients ### 2) **You can now play audio notifications in a loop** You can set to play an audio loop to notify operators when they enter the queue. It will no longer happen to your operators that a client rings once and then forgets about it. Of course, the application still has the option of selecting the sound and combining sounds with other rules. ### 3) **You can now play audio notifications in a loop** If you forget to add groups to the routing, this routing cannot be assigned to a widget. It is also not possible to delete all destinations in the used routing. So you don't have to worry about incoming requests disappearing without being noticed. #### **Minor changes to the application:** * Pressing the chatbot button now looks like a message from the client. * You will no longer encounter old “stuck” sessions in live tables. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.41 Deployed on: 26. 5. 2020 ## **Mluvii News** ### 1) **More operators can cooperate in a session** The cooperation of operators in mluvii is even easier. If a client’s inquiry has got an operator stumped, they can newly invite another operator to the session. They can share files with the client or hold a collective chat conversation. You only have to click “Invite” in “Collaborators” section during a session. There the operator chooses a specific available operator or a group of operators and invites them to the session. Like in redirecting conversations, a short message that the client will not see can also be added to the invitation. In a collective conversation, operators are distinguished by user names and newly also by icons or profile pictures. ### 2) **Communication API for easier integration of chatbots** If you have a chatbot based on the third-party technology, you can connect it to mluvii now. We have prepared a communication API for you, thanks to which you can easily connect your chatbot yourselves in the chatbots setting section. You can read the details in our documentation.
#### **Minor changes to the application:** * We have changed the design of the session and e-mail details in the tables to make them better arranged * A minor change in the contacts list in the merge of two clients * We have fixed group filtering in the “Operators” screen **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.40 Deployed on: 5. 5. 2020 ## **Mluvii News** ### 1) **Live view of routing** We have good news for all attentive administrators in Mluvii. We have added a live view of incoming request routing for you. The new feature will help you confirm the correct routing settings and manage operator capacity. You can monitor incoming client requests from all channels in real-time and assign them to groups of operators or specific operators. You can also go back in time and see how traffic developed, for example, in the morning or evening. You can view the details of a specific session and other interactions, filter channels, or view links between requests and operators right in the chart. Would you like to use a view of live routing in your company as well? Write to us at or contact us directly through chat on [mluvii.com](https://docs.mluvii.com/en/updates-mluvii/archive/www.mluvii.com). ### 2) **Easy widget settings through Public API** You can now change widget settings through [Public API](/en/for-it-specialists/public-api) For example, you can turn the widget display on and off, and adjust its forms, colors, indentations, and more. You will certainly appreciate this much more if you already access our API automatically using your own scripts. Then you can edit this setting in bulk for multiple widgets at once without having to click through the app. You will find out how to do this in the documentation. ### 3) **Generating invitations through REST API** Using the REST API, you can now collectively generate invitations to the showroom in the form of a URL link. You can generate invitations for specific operators and then send them to clients. ### 4) **Chatbot with longer texts in the button** Chatbot now allows you to display buttons with longer text. You will not be limited by the small number of used characters. ### 5) **We have added an info message about the end of the session after 24 hours for the WhatsApp and FB Messenger channels** In view of the policy of [Facebook Messenger](https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/) and [WhatsApp](https://www.whatsapp.com/legal/business-policy/) client messages from messengers are automatically terminated after 24 hours, if the operator does not manage to process them within this period. So that your clients don’t go unanswered, we've added an automated message to the conversation that will be sent to the client. The request will not be visible in mluvii after 24 hours, but the client can remind you again at any time.
#### **Minor changes to the application:** * Major modification of routing for higher performance (volume of incoming requests) * Edits in database queries for faster tables in mluvii. * We unified the types of empty values in the API export. **Thank you for your feedback, which helps us to improve mluvii. :)** # 2.39 Deployed on: 15. 4. 2020 ## **Mluvii News** ### 1) **Audio-video and phone recordings are at your fingertips** As an administrator, you can play back recordings of sessions directly in mluvii. You can check both audio-video call and audio phone call recordings without the necessity of downloading them. Recordings can be found in the sessions table in the details of a particular session. ### 2) **New “Operator View” permission** As a company administrator, you can give your colleagues new “Operator View” permission. You can provide selected colleagues with the ability to check the status of the operators and their workload, as well as to edit the available channels without interfering with the settings of groups, widgets or other traffic parameters. Simply edit the permissions in the user detail in the Users section. ### 3) **Calls from the mluvii IP telephony without third party add-ons** Mluvii IP telephony has taken the big step forward once again. To make calls from mluvii to telephone lines, you no longer need to install third party add-ons on the operator stations to make the call. We are now using WebRTC technology for calling and there is no need to install and configure additional microSIP software. To make the change, simply select the “WebRTC” end device type in the telephone settings of the specific operator. ### 4) **Operators cannot delete a contact from the Contact directory during a session** Operators can no longer accidentally delete a contact, including its history, with a single click. Operators no longer have this option in the operator's main interface.
#### **Minor changes in the app:** * Operators calling through IP telephony to a client telephone number can turn on the ring tone. * We have improved adding notes to an e-mail while working in inbox. * A telephone call can also now be recorded in mluvii. * Operators can download or open a file directly from history sessions. * We have modified the “Users” section to simplify your work.
**Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.38 Deployed on: 31. 3. 2020 ## **Mluvii News** ### 1) **WhatsApp voice messages and video** Finally, you can use WhatsApp with all it provides. Now you can receive voice messages as well as videos. You can upload video and sound directly in mluvii, or download them into the operator’s PC. ### 2) **More space for sharing files and screen** To let your customers have as much comfort as possible while sharing screen or files, we have extended the space for sharing. The customer can further extend it by clicking the new button for hiding a chat window. Comfortably and in a well arranged way, you can share up to 3 files at the same time without zooming. ### 3) **Testing environments for our clients** We have also newly prepared testing environments for you where you can test any setting and functioning. Real data of your company are at your disposal there. However, you do not need to worry that your experiments would influence statistics in real operation or the operation itself. For more information, do not hesitate to contact your sales representative or contact us via the chat on [our website](https://www.mluvii.com). #### **Minor changes in the app:** * Adjustment of user interface in setting of the widget for easier work. * We have conducted a review of the SK language version. * Adjusted state in the sessions table when you wait for more intricately filtered data. **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.37 Deployed on: 25. 2. 2020 ## **Mluvii News** ### 1) **New interactive reports for your colleagues** Even your colleagues or superiors can read in reports without access to mluvii. In thetable of all sessions, you can now generate an interactive HTML report and send a link. The report displays data from the columns that are displayed in the session table, including the transcription of each session. ### 2) **Smart automatic tagging of sessions and e-mails** Tags help correctly evaluate communication with customers and further improve it. Therefore, we have decided to simplify their use. You can now choose one or more keywords for each tag. If a keyword appears in a chat session or e-mail conversation, mluvii automatically assigns a specific tag to it. You can also add or remove tags manually. You can use auto-tagging collectively also for past communications. ### 3) **You can now also see messages sent to the client directly from Facebook Messenger** You won’t miss a single message from Facebook. Whether you’re chatting directly in Facebook Messenger or in mluvii, all your messages are now stored in mluvii so you can continue the conversation smoothly. ### 4) **Get NPS score also through mluvii** You can’t manage what you can’t measure. Because we know how important a clientfeedback is, we have expanded the capabilities of the output form with a standardized NPS (Net Promoter Score) scale. In the table of all sessions, you can filter whether you want to see sessions rated by the NPS scale or the existing scale. ### 5) **You can receive video messages from clients via Facebook Messenger** You can now also receive messages in mluvii from clients via Facebook Messenger in .mp4 format. The operator can download video files to a PC, play them directly in chat or in a new window. These messages are stored in the session files in mluvii and you can return to them at any time. Operators can also access videofiles retrospectively. ### 6) **With LDAP, you can now manage mluvii users** You will never forget to add a new account for the team leader in mluvii. You can nowcreate accounts centrally using your Lightweight Directory Access Protocol (LDAP)directory service. ### 7) **Clear history of communication with customers across channels** Omnichannel in mluvii has come full circle. After Active Directory, we are adding saving of communication history with the customer across all available channels. In the Active Directory, just select a specific client and click on the History tab. The timeline shows all interactions that operators had with the client. You can find all past activities across all channels with the selected client and immediately get into context. You can also click-through to the communication history during a session or from a received e-mail. #### **Minor changes in the app:** * Enhanced Co-browsing support and client screen sharing options in Microsoft Edge (Chromium core) * We fixed a small bug in the Hero cards editor * Minor fix for clicking on the chat in Internet Explorer 11 **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.36 ### **Release 2.36** Deployed on: 4. 2. 2020 ### **Mluvii News** #### 1) **The administrator can redirect live sessions now** As the administrator, you have full control over sessions in process now. You can redirect live sessions to a different operator or group at any time. At the very moment when the conversation is redirected, the client is informed by an automatic chat notification. If you redirect the session to a group of operators, it operates in accordance with the setting of the routing of the given group. You will find the function in the detail of the specific session in the live sessions overview. #### 2) **Sound notifications can be used only where you want them to be** You will be no longer disturbed by sound notifications when you do not appreciate it. Now the administrator can set a “no sound” option for a client joining the queue, for accepting a client automatically or for a client joining the queue of a busy operator. You will find the function in setting sound notifications in the Application settings. #### 3) **Now the operator can receive pictures from the client from Facebook Messenger** It is already possible for operators to exchange pictures while having conversations with clients from Facebook Messenger. The files are accessible in chat, among files of the session and the operator can download them with just one click. During a session with a client who arrived from Facebook Messenger, you can work with pictures they send you. You see them in chat, in the files of the session or you can download them. #### 4) **Artificial intelligence helps to handle frequently repeated questions** If clients still ask you for similar questions and operators use some templates repeatedly, Mluvii will learn these scenarios itself. If the application is sure of the answer, it will offer the template to the operator, rather than having to look for it. The template suggestion appears above the chat input field. **Minor changes to the application:** * Only valid URL addresses are marked as hyperlink in chat now. * We have corrected the mistakes in the activities of the Contacts Directory during ACW. * “None” value was added in the chart with all emails in the “Operators” filter. * Chatbot is able to accept files from a client. * Chatbot allows a client to upload files only when it is required. **hank you for your feedback, which helps us to keep mluvii better and better :)** # 2.35 ### **Release 2.35** Deployed on 21. 1. 2020 ### **News in mluvii** #### 1) **Choose yourself what types of files get into mluvii** To make your and your client’s data more secure, we’ve added the option to limit the types of files you can work with in mluvii. Operators and supervisors may upload only allowed file types into mluvii. Format restrictions also apply to file sharing between the operator and the client. Higher security not only applies to chat, but also to mluvii e-mail client. If an e-mail with unwanted file type arrives in mluvii, the operator cannot download such attachment. This feature can be set by the server administrator for the entire company. If you are interested in restricting file types, we will be happy to set this up for you. Don’t hesitate to contact your sales representative or contact us via the chat on [our website](https://www.mluvii.com). #### 2) **Operators can download files shared by the client with one click** If the operator and the client work together with shared files, they can immediately download the client’s file using the new button. Files from mluvii showed in the share menu and session files can now also be downloaded. **Minor changes to the application:** * We fixed the view of conversation transcripts for ongoing chats in the Sessions table. * The introductory sentence in a chat on the operator’s side if the operator invites the client to chat via the Visitors section is no longer shown. * There are corrected values in the “Status” column in the e-mail thread table. They now correspond to how they are used in group settings. * Routing to the whole group respects the operators with the channel switched off and does not assign a client from this channel to them. **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.34 #### **Release 2.34** Launched: 17.12.2019 ### **News in Mluvii** ### 1) Contact directory as new part of mluvii Every version of mluvii means a new milestone for us. And it is no different with Version 2.34, in which we started paving the way toward a full-fledged omnichannel platform. We are pleased to introduce the **Contact directory**. The Directory of Contacts is a new part of the Operator Interface for mluvii and is used to manage contact information about users. All information is displayed in one place, even if clients are communicating with you from multiple devices or different channels, such as Facebook, WhatsApp, or email. Based on the client’s email or phone, you can easily find in the Directory of Contacts all conversations the customer has with your business. The information is loaded in the background and displayed directly in the operator interface. The operator can also browse the directory of contacts and manually assign the necessary information to the customer. We hope that you will be satisfied with your directory of contacts and provide us with feedback via the chat on [our website](https://www.mluvii.com) or via feedback directly in the app. #### 2) **Manage the availability of individual channels for operators** Do you need to better manage your operators’ workload in mluvii? Then you will surely welcome a new modification from the Operators section, to which we have added the possibility of changing the availability of individual channels for operators. All you need to do is click the switch for a specific operator to adjust its availability. #### 3) **Adjust sounds for incoming sessions** Based on your feedback, we've enhanced the app’s settings to customize sounds for incoming sessions. There are several preset sounds to choose from. You can change the ringtone of an incoming chat, the sound of automatically received customers, and notifications when the operator is unavailable. Finally, you can customize everything according to your preferences. :-) #### 4) **Ability to download email information using the REST API** We have expanded our REST API and now you can download information about email sessions. You will appreciate this functionality if you need to download e-mail sessions on a regular basis and work with this information. Learn more in our [documentation](https://docs.mluvii.com/guide/cs/pro-it-specialisty/rest-api.html). #### 5) **Redirection of assigned requests after the routing change** If you modify the conditions of the active routing, the changes will take effect immediately after saving. You no longer have to wait for newly created routing to be bundled into packages or emails to make changes. **Minor changes to the application:** * The opening sentence in the chat is already correctly displayed in the operator interface. * We fixed an incorrect SLA deduction for emails if you were entered more than 23 hours. * You must now define the conditions for storing the rule for ignoring emails. * We fixed condition evaluation for auto-ignore emails. The action is already performed correctly when all conditions are fulfilled at the same time. **Thank you for your feedback, which helps us to keep mluvii better and better :)** # 2.33 ### Release 2.33 Implemented on: 21 November 2019 ### News in mluvii #### 1) WhatsApp in mluvii We cordially welcome the latest addition to mluvii – **WhatsApp**. A communication application that is actively used by over 1.5 billion people worldwide, including your customers. Come try how easy it is to serve customers on WhatsApp from a unified operator environment in mluvii. E-mail us at , or [try WhatsApp yourself](http://bit.ly/2r8Ta2E) :-). #### 2) Automatic reply to messages when inactive To make it easier for your operators to communicate with clients, we’ve expanded mluvii with the option to send an automated response to chat. You can set up message rules in case your operators are overloaded or the customer is inactive for a longer time. You decide on the duration or an event after which the message should be sent or when the countdown should start. Details can be found in our technical documentation and, as always, you can contact our experts via the chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs). #### 3) Ignore e-mails automatically The latest version of mluvii also brings another handy measure for managing your mailbox. You can now set up rules to easily filter out junk messages or auto-replies when you’re away from your inbox. To do this, go to the Rules section and then assign it to the selected mailbox. #### 4) Notice to the operator if the client fills in Hero Cards We are pleased that Hero Cards have become your favourite part of mluvii and you are helping us improve its functioning. Therefore, we have newly added an audio notification for the operator when the client sends a filled in Hero Card to the chat. The notification behaves the same as a new chat message, so operators no longer have to wait for the client to fill in the information and can deal with additional requests. #### Minor changes in the app: * We have fixed a bug of copying the reason of absence if you choose “Go Away” several times in row and select a reason. * Folders in the administration interface for Files and Templates are newly superior to separate files. For better clarity we have arranged them alphabetically. * It is no longer possible to enter negative values for the Bookmark and Panel Circle button sizes. * When counting logged-in operators in Wallboards, each operator is counted only once. They don’t count multiple times just because they have an interface open in multiple browser windows. * If you haven’t selected session results, their selection in the operator interface is not allowed. * We have fixed a bug where the session detail was not displayed prior to client acceptance when switching from chatbot to operator. **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.32 ### Release 2.32 Implemented on: 29 October 2019 ### News in mluvii #### 1) Even more secure passwords to access the application We take security seriously in mluvii, so we also focused on login password conditions. In addition to [Two Factor Authentication](https://docs.mluvii.com/guide/en/for-administrators/company-management.html), you can now set individual conditions in the app that a password must meet. You can set the minimum and maximum number of characters, symbols, numbers, and the lowercase or uppercase letters that the password must contain. It is also possible to set the period after which the password must be changed and whether previous passwords can be used to change it. If you’d like to change your password settings, please contact us via chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs). We’ll be happy to help you set it up. #### 2) Display SLA status information for e-mails To ensure that you don’t miss a single e-mail from your customers, you will now clearly see the time remaining until the end of the SLA in the overview of the assigned e-mails. If the e-mail message expires in less than an hour, the e-mail line will turn yellow. If the value is exceeded, the color changes to red. At the same time, operators will see how much time is left to expire or when the SLA for that email has expired. #### 3) Distinguishing between operator and chatbot sessions Are your customers also served by chatbots? And do you want to have a quick overview of how they are doing compared to their human colleagues? Then we have good news for you. We have added a new column called Chatbot to the Sessions table, where you can filter out the session by the name of the chatbot who was handling the session. And if you haven’t worked with our bots yet, but would like to know more about them, [check out the section on our website](https://www.mluvii.com/language/en/chatbots/). #### 4) Download attachments from the session using the REST API Based on your requirements, we have expanded REST API support with the ability to download attachments from individual sessions. You can certainly use this functionality if clients send you documents that you further work with in other systems during the session. You can learn more in our documentation. #### Minor changes in the app: * Forms and Hero Cards parameters are now differentiated into Preset, System, and User. ATTENTION! Changing system parameters can affect the correct operation of the system. * Preset files that are used when replying to an e-mail conversation are newly divided into a clear tree structure. * We fixed the display of personal data from the entry form in the Client Information section of the operator interface. The error occurred if it was a new client. * We fixed an issue where a user with Operator permissions couldn’t see an overview of notes from operators in the Sessions table. * We fixed the display of shared files for clients in Internet Explorer. * If the “Open Chat” rule for a hidden button is used, the chat will now open. **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.31 ### **Release 2.31** Implemented on: 8 October 2019 ### **News in mluvii** #### 1) **Connection to CRM Pipedrive** We are excited to bring you another option to make your services and products easier to sell. Mluvii has been connected with the Pipedrive CRM system, which is used by companies and business teams around the world. Mluvii can immediately identify the lead and pair it with an existing record in Pipedrive. In the operator interface, you can then chat with a customer, make a video call, send Hero cards, and use Mluvii functions ordinarily. After the session is finished, the recording is automatically written to Pipedrive so that you can return to its details at any time. Selling online has never been easier. Pipedrive is far from being the only system with which Mluvii integrates. E-mail us at or chat directly on the website to find out more about how to connect Mluvii with your systems as well. #### 2) **Client verification using Facebook and Google** The amount of information that the client will provide before the session may be crucial for the successful completion of the sale or handling the request. That’s why we have added the possibility to verify the client using Facebook and Google. Instead of filling in their e-mail and telephone in the entry form or Hero card, the customer can simply identify themselves with their account from one of the services mentioned above. You can further use this client identity verification to further process the request. Let us know how satisfied you are with the functionality through feedback in the app. :-) #### 3) **Set to automatically receive clients from the queue** Are you wondering how to make your operators more efficient and reduce waiting time for queued customers? The new version comes with the possibility of automatic acceptance of the session. This will automatically add a new client to the operator if the maximum number of received sessions has not been exhausted. You can activate the function in the group settings. We’ll be happy to help you set up the rule correctly. Just contact us via the chat on [our website](https://www.mluvii.com/?page_id=990\&lang=cs). #### **Minor changes in the app:** * The client chat can now be minimized by clicking on the entire chat heading. * In the Sessions table, we have merged the columns “Client left queue” and “Client left session” into one named “Client left session” for better clarity. * We have modified icons for moving individual elements in the form editor and Hero cards. * We have added the possibility to search multiple sessions by ID at once. * We have fixed incorrect text formatting if the operator writes number and dot in the chat. It happened that the value was rewritten to 1. * We have fixed a bug when trying to redirect an e-mail that was previously reassigned from one address to another. Dialogue with operators is now displayed correctly. * Chatbot developers will now be informed that the chatbot is deployed in Mluvii and that it is communicating through this platform. * Minor adjustments on the client part of chat leading to smoother running. **Thank you for your feedback, which continuously helps us improve mluvii :)** # 2.30 ### Release 2.30 Implemented on: 17 September 2019 ### What’s new in mluvii #### 1) Insertion of pre-set templates into the e-mails When writing an email, you now have the option to use a pre-set template, as in chat. This allows you to respond even faster to client requests. In the settings for a particular template, simply check whether you want to use the template for e-mails, chat, or both.\ When typing a message, the operator then presses the icon for template insertion and continues in the same way as when inserting a file, or inserts the template using Ctrl+Alt+X. #### 2) Automatic insertion of the signature into the emails Each user has the possibility to define the format of their own signature that will be inserted in the sent e-mails. Simply add your signature in your profile settings. This option can also be defined by the administrator for each operator in the Users section. If the user is active in multiple tenants, the signature can be set for each tenant separately. #### 3) Sending an automated message after receiving an e-mail Based on your feedback, we've added the option to set up an automatic reply to incoming e-mails. You can define the automatic message in individual mailbox settings. Subsequently, both the operator and the administrator will see in the thread preview that the message was sent to the client. #### 4) Extension of offline forms editor and possibility to insert attachments We've extended the offline forms editor to include an attachment field. This allows you to create a form through which clients, in addition to the request description, can also send you the necessary request-related documents. #### 5) Option to disable the Fallback function in routing You can now turn off the Fallback function. If the client does not meet the routing rules for any available routing group, they will be redirected to the offline form. For example, if the client chooses the option to "talk to a live operator" and no operators are online, the client will not be redirected to the chatbot, but directly to the offline form. #### Minor in-app edits: * We have prevented the browser extensions from informing the sender of the status of the sent email. * We have extended the Operators table with information and availability of individual operators by channel. * We have optimized the consumption of clients’ mobile data during A/V sessions. * The operator will get to know if the client disconnects from the Internet during the session. * We have fixed a bug where two operators could receive the same session. **Thank you for your feedback, which helps us continually improve mluvii. :)** # 2.29 Implemented on: 29 August 2019 ## What's new in mluvii ## 1) More accurate e-mail routing E-mail routing has been improved to make it easier to handle requests. You can now route e-mails also by sender, subject, and message body. This allows you to better allocate requests to individual operators. ## 2) Operator permissions for individual channels Do you manage a call center composed of different teams or would you like to divide the roles of operators in Mluvii according to their specialization? We have good news for you. The latest version of the app makes it possible to assign permission to individual operators to operate specific channels. Find more details. ## 3) Removed Flash support We follow the decision of Google that blocked the use of Flash by default with the new version of Chrome 76. Audio-visual connectivity in mluvii with clients using Internet Explorer (IE) is no longer supported. Check our Browser support tab. ## 4) Extending support for chatbots based on Microsoft Bot Framework technology Mluvii now supports blocking of the text field for inserting a message by the client. Based on your feedback, we have identified scenarios where the interaction between a chatbot and a customer may be contraindicative. Therefore, we have decided to add the option to the development of chatbots of preventing clients from writing into chat during a chat with a bot. You will certainly use this option if you want the client to focus more on reading chatbot messages than on instant response. To learn how to best use this functionality, see our documentation. ## 5) Extension of Public API with calls when changing callParams Based on your requirements, we have expanded Public API support with a new call when changing any of the callParams. This allows you, for example, to verify the filled-in data by a client with a third-party application (e.g. in CRM or login systems) during an existing session. We will be happy to advise you on their integration. You can learn more in our documentation. ## Minor changes in the app: * Attempting to delete a group, chatbot, or parameter disables deletion if these are used in one of the settings. * When switching over, it is no longer possible to link a request with a group of operators that is currently unavailable. * We fixed saving of selection of displayed columns in tables. After logging in again you will see the tables according to your settings again. * Loop loading of a client’s chat when the operator quits the chat with the client and the client refreshes the page. * We fixed the “Visitors” section display if the user has “View Visitors” rights. * In the “Operator Metrics” table, the values are now displayed correctly according to the user’s current location. ### Thank you for your feedback, which continuously helps us improve mluvii :) # 2.28 Implemented on: 13 August 2019 ## What's new in mluvii ## 1) An even more detailed overview of the status of live sessions Need to quickly find out the current workload of your call center operators? We have now prepared a detailed view of a live session in which you can easily see which operators are currently assigned to the session. ## 2) Bulk editing of emails To make certain that your mailbox does not accumulate unnecessary messages, we’ve added the ability to ignore all selected messages in bulk. This allows you to select multiple messages at once or all messages using the checkbox, just as you are used to with other email clients. We will continue to expand our support for bulk events in the future. :-) ## 3) Number of offline forms sent With the new version, you can also find information about the number of offline forms sent in reports. You gain a quick overview of how many messages your clients send you after business hours, and you can customize your call center’s workload accordingly. ## 4) Optimization of the client section of the application After optimizing the widget script, we have also improved the loading of the entire client section of the application. We have removed excess code to speed up the opening of the client chat. ## Minor changes to the application: * Tag extension to add a name that appears in the operator interface. * We have removed the unnecessary scrollbar in the operator interface in the favorite templates section. * When you open the session detail, the beginning of the conversation is always shown. * Fixed “referral” condition in start up rules. * When you receive a pending chat, the audio notification no longer rings. ## Thank you for your feedback, which helps us keep mluvii better :) --- [Next Page](/llms-full.txt/1)