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Release Notes | August 13, 2020 | Talkdesk Omnichannel

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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.
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