On Monday, February 7th, we will release a new version of Conversations.
- Associate a Call with any contact
Agents now have the ability to associate a call with any contact in their account. Before, calls could only be associated with contacts that had the same phone number that was calling/being called.
- Contact Pop: During an inbound call, if the number is on Talkdesk’s database and in sync with a CRM account, Conversations will display the CRM’s icon in the “Contact Details” card. Once clicked, it opens the contact’s details in the CRM integration.
Now, when agents have an open tab from the default CRM integration and click on the corresponding contact pop icon, the open tab refreshes and will display the selected contact.
For any other integration (or in case the default integration is not open), clicking on the contact pop icon will open a new tab. Finally, the default integration is now distinguishable from the other non-default integrations through a divider.
- Other minor improvements and stability fixes.