On Thursday, August 13th, 2020, Talkdesk is releasing version 4.3 of Talkdesk® Omnichannel™.
We are introducing several new features and enhancements to the existing features including:
- New priority management module allowing you to:
- manage various priority levels that can be attached to chats.
- define default priority to be attached to chats created on various channel assets along with rules for automatic escalation.
- see the priority of a chat on various agent and team manager views.
- manually escalate the priority attached to a chat if needed.
- Enhancements to the surveys module allowing you to:
- preview a survey from within the survey builder.
- get an announcement in the chat transcript when a survey is triggered.
- use two additional field types to use within surveys.
- An option for a client admin to manage bulk user onboarding by uploading a file containing user entries in a defined format (beta).
- Additions to the virtual agent framework including:
- A new message type containing both text and quick replies.
- Support to send payload in the response.
- Other enhancements including:
- Users can now search templates via keywords.
- Users can configure block-listed words with special characters.
- A new chat lifecycle event in events and rules.
- Additional parameters in events and rules.
- Added ability to assign chats to last handled agent via API channel.
- Added support for lazy loading on the chat console.
- Added option to control the chat transcript for end-user on live chat widget.
- Added multi-line message support for:
- Agent chat console.
- Via API channel.
- Live chat widget.
- Added an option to suppress custom field announcements.
- Additional validations on WhatsApp channel if the users don’t respond for 24 hours.
- Description of reports on offline reports.
- Enhanced UI for channel assets page.
- Enabled surveys for API generic channel.
- Enhancements made to templates to allow addition without ‘Sender ID’.
- End of support for TLS 1, 1.1 browsers.