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September 2024
- 26 Sep 2024
- 2 Minutes to read
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September 2024
- Updated on 26 Sep 2024
- 2 Minutes to read
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Message templates
September 26, 2024
The Message templates page has been redesigned. It now includes two tabs, Canned messages and WhatsApp templates (see below).
The Canned messages tab includes the same functionality as the previous Message templates page. It enables you to create and manage canned messages that you can make available to agents in the Omnichannel Workspace to provide standard text responses to contacts while handling digital channels interactions.
Two new permissions are added to the Security Access Groups to manage this feature:
- View Canned Messages
- Edit Canned Messages
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WhatsApp template management
September 26, 2024
The Message templates page enables you to create and submit your own WhatsApp templates. Previously, this task required support from your Voiso account manager.
Use the WhatsApp template tab on the Message templates page to create WhatsApp message templates of type Marketing, Utility, or Authentication, then submit the template to Meta for approval. The WhatsApp template tab enables you to view the approval status of your templates, Pending, Rejected, or Approved.
Two new permissions are added to the Security Access Groups to manage this feature:
- View WhatsApp templates
- Edit WhatsApp templates
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Digital channels flows
September 13, 2024
Using the Flows page and Flow Builder, you can now create flows for Digital channels interactions. Digital channels flows have a dedicated Flow Builder canvas and nodes, including the Message node.
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Flow Builder canvas
September 13, 2024
Flow Builder has been completely redesigned to enhance your experience building inbound voice and Digital channels interaction flows.
The canvas includes all new icons, tooltips, nodes, and connection flow arrows to make it easier to visualize your flow without opening individual nodes to view their configuration.
Configuration panels for each node are also improved with more tooltips and intuitive design.
Important
Due to the extensive changes to the Flow Builder canvases and other elements, it will be a few weeks before all the screenshots and videos in the documentation are up to date with the new design. Thank you for your patience!
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Dialer campaigns
September 13, 2024
The Dialer now supports the uploading of multiple calling list files for file based calling campaigns. Previously, only one calling list file could be uploaded to a Dialer campaign.
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Zoho Dialer campaign calling lists
September 13, 2024
When you create a Dialer campaign integrated with Zoho CRM, you can now include multiple entities as part of a single Zoho campaign. Dialer now supports Zoho campaigns containing Leads, Contacts, Deals and custom entities.
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Salesforce integration
September 13, 2024
The Salesforce integration documentation has been improved. You now have two choices for the integration procedure, a quick setup guide for users who are very familiar with Salesforce and a detailed setup guide for those users who want more guidance. Improved Use Cases have also been added.
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- Salesforce
- Salesforce quick setup guide
- Salesforce detailed setup guide
- Making calls
- Call History
- Dialer campaigns
- Receiving calls
Text-to-speech
September 6, 2024
The text-to-speech voice samples article has been improved. Previously, readers had to download the sample to play it. The article is redesigned to enable readers to play the voice samples directly from the page.
For example:
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