2.25

Implemented on: 2 July 2019

What's new in mluvii

1) In order to keep clients from silence

You are trying to connect with the customer via a video call, but neither the image nor the sound is coming from the other side. Some of you have described this situation, so we decided to make access to audiovisual equipment even easier. Since the customer often does not know where to allow the browser to access the camera and microphone, we have added the status of these services directly to the operator environment. This not only gives the operator an instant overview, but the customer is also informed that the browser does not have access to his/her audiovisual equipment. We hope that thanks to this functionality we will be able to return the human factor to online communication again :-)

2) Modify the operator interface after ending chat

We know how important it is to work with tags and session information to so your call center can work properly. So we have redesigned the operator interface. We newly allow operators to add information about a client and to tag a session even after it has ended. These changes also resulted in a visual modification of the interface when the client was blocked. Let us know how you like these adjustments through feedback in the application.

3) We are as regular as clockwork

We have refined the time format for displaying session and waiting times. Changes can be noticed when handling clients, when the length of the session or the table of historical sessions is displayed in real time.

4) More interactive chatbots

If you were excited about the carousel support in the previous version, we have some great news for you :-) We have taught Chatbot to show the vast majority of rich cards from the Microsoft Bot Framework. Newly, chatbot can astound your customers by sending and playing videos, gifs, audio files or buttons and interactive fields. If you are wondering how to train chatbots, let us know in chat and we will show you everything.

Minor changes in the app:

• We have made it impossible to switch to groups of operators that have already been working.

• We have fixed the switching to another group of operators.

• Loading previews of files in the operator interface before sharing.

Thank you for your feedback, which helps us keep speaking better :)