Communication Panel (CP)

Visual enhancements

We’ve updated the theme of CP’s Conversation view. You’ll notice the biggest changes in the chat interface, along with some subtle updates in the extension area.

• Colors of the default Sinch theme have been updated.

  

• Panels in the extension area follow the new theme.

  

• Spacing has been increased between components.

  

• Placeholder texts are more visible.

  

• Chat bubbles have a new look and color:

  • Yellow avatar and message bubbles for messages received from customers

  • Green avatar and message bubbles for messages sent by agents

  • Blue avatar and message bubbles for messages sent by the system, for example, prompts

  • Gray centered info message bubbles indicate system state messages, for example, chat ended

  

Dial pad for campaign and conference calls

The dial pad is now available for sending DTMF tones during active campaign calls and conference calls.

Additional date and time separator

For rare cases where a chat (such as SMS) is received out of sequence from its sending CP will indicate such a case has occurred with an additional date and time separator. Additionally, the function used for updating message delivery status changes has been fixed. This ensures that the correct message is updated.

Adding a new consultation call for conference calls

It's now possible to place a new consultation call when the previously consulted party disconnects while the customer remains online. This enhancement ensures that active conference sessions can continue, allowing the agent to add another consulted participant without interruption.

Video assistance (beta)

Agents can now invite the customer to share video from their mobile device during a phone call. This can be helpful, for example, when troubleshooting issues with a product. The customer's shared video is shown in the Video assistance extension in Communication Panel. The video stream is one-way from the customer to the agent.

To start video assistance, the agent sends an SMS invitation from the Video assistance extension. Once the customer taps the link they receive that opens in their browser, gives the necessary permissions, and selects the camera to use, their video stream appears in the extension.

Email AI analysis

You can analyze an email's content using AI. The analysis is shown in Communication Panel when the email is received.

By default, the AI analysis shows you the following in the Conversation details extension:

• Language
• Context
• Keywords
• Sentiment
• Summary
• Draft reply

  The agent can copy this draft reply by clicking the button.

In addition, you can customize the analysis by specifying instructions given to AI.