Communication Panel (CP)
The following changes and improvements have been made in Communication Panel.
Call recording view updates
A refresh button 
has been added to the call recording view that opens from
History. It may be useful in situations when the AI analysis and call transcript take a
while to appear.
In addition, a call recording no longer starts playing automatically once you open it. To
play the recording, click the Play button 
.
Voice messages
Agents can now reply to customer chat conversations from conversational messaging channels using voice messages. To enable this feature, select the Show voice recording button option in user settings template in SC.
Additionally, there's no longer a need to download customer voice messages and play them in an external player. A built-in audio player is now available directly in the chat, allowing agents to listen to messages.
Consultation call declined or no party to connect
CP shows the message Consultation call declined or no party to connect when the consultation call is rejected—either manually by the target agent or automatically by the system (for example, if the target agent is logged out and no call forwarding is configured with a profile).
Calling screen improvements
Calling screen when making an outgoing call has been updated to show the following:
-
From: source number
-
To: destination number
-
Customer: name if available in the Directory; otherwise the destination number
-
Ringing time: duration between when a call is initiated and when the recipient either answers the call, or it ends for another reason
Pickable conversations
It's now possible to show users only the conversations they can pick at the current time in Picklist. If the setting is enabled, users see the Pickable conversations filter in Picklist.
New email editor
We’ve replaced the email editor in CP with a new one. It offers all the previous functions and adds new fonts that become available when the font package is installed on workstations.
Preview for stickers
CP now supports sticker previews in chat conversations when webp is included as an allowed file type in .