December 16 - 20, 2024

New in this release

Refer to the latest documentation changelog for additional information.

Reporting

Keyword groups

You can now generate a report on the use of a keyword group by agents and teams for a specified date or date range, with links to detailed Call Detail Records (CDRs).

Flows

WhatsApp Message node

The Message node for digital channels flows has been updated to enable you to send automated WhatsApp messages to contacts during an inbound WhatsApp interaction. WhatsApp messages can include text and reply buttons that enable you to route the interaction based on the button the contact clicks.

Webhooks

Call analytics

The Call Analytics Available webhook POSTs the following request when the Speech Analytics results for a call are available in the Call Detail Records. Refer to Webhooks overview for descriptions of the common objects used by this webhook.

Refer to Speech Analytics in the developer portal.

{
  "event": "call.analytics.available",
  "object": "analytics",
  "timestamp": "2024-05-24T08:36:39Z",
  "secret": "FAKESECRET12345",
  "contact_center_id": "00000000-0000-0000-0000-000000000000",
  "data": {
    // Primary object 
    // Secondary object
  }
}

Message sent

The Message Sent webhook POSTs the following request when a digital channel message is sent by an agent. Refer to Webhooks overview for descriptions of the common objects used by this webhook.

Refer to Digital interaction events in the developer portal.

{
  "event": "message.sent",
  “object: "message",
  "timestamp": 2024-05-24T08:36:39Z,
  “secret”: "45XXYYZZa08",
  "contact_center_id": "00000000-0000-0000-0000-000000000000" // UUID of the cc
  "data": {
          //message object
          //agent object
          //contact object
          }
}

Improvements

UX and UI improvements

Extended call details

The name of the inbound interaction Flow is now included in the extended call details.

CRM integration: ProftIT

You can now use the Brand filter when importing a calling list from ProftIT to your Dialer campaign.