Communication Panel

Conversation offering screen

The offering screen now also shows the name of the transferring agent for email or chat conversations.

Content checker

This feature allows your business to define patterns and text agents should avoid in chat conversations, such as certain words or sensitive data, for example, credit card numbers or social security numbers. At the sending stage (of an agent's outgoing message) the chat input content is checked and if defined patterns or text is found, Communication Panel will highlight the matched content and inform the agent to consider editing the highlighted content before sending it to customer. The agent can alternatively send the chat without editing with the Send anyway button.

You can use the content checker feature with all chat types.

Personal wrap-up time

Personal Wrap-Up Time (Settings > General Settings) can now be set up to 120 minutes.