Read on or watch the overview video below.
Chat Upgrades (Preview)
Contact Center now supports WhatsApp, SMS, and RCS alongside web chat. All channels run through queues in the same way as voice.
IVRs now available for chat. Build automated chat workflows using blocks like Play Prompt (text), Business Hours, Holiday Hours, Data Dip, Regex, Multitone, Text to Speech (text), and Call Action. Data Collection Records and IVR Inputs work just like voice IVRs.
A new Copilot Agent block lets you integrate Microsoft Copilot Studio agents into chat flows. Connect to your CRM to verify accounts, check history, and either resolve issues instantly or route to specialists with full context.
Chat capabilities are in preview.
IVR Stats on Wallboards
Wallboards now show IVR statistics—caller volume, longest wait times, average handle time, and callback requests. See queue spikes before they reach your agents.
Track Wrap-Up Time
Several reports now include wrap-up time alongside talk time. See documentation, updates, and follow-up tasks in Queue Summary, Agent Summary, Agent Details, and Agent Timeline reports.
Applies to calls after this update.
Download Call Transcripts
Download or copy transcripts from the Call Details report. Search for specific moments instead of listening to recordings.
Webhooks for Integrations
Webhooks for Agent Details and Recordings push data to your CRM, trigger workflows, or build custom dashboards automatically.
Record Outbound Queue Calls
Call Recording now captures outbound queue calls and automatic callbacks.
Diagnostic Reports Show Date and Time
The Diagnostics report now displays date and time for easier troubleshooting.
These features are live. Questions? Contact support. Trying preview features? We want your feedback.
