Embedded Files
Textel Platform Updates
Textel Platform Updates
Genesys CCaaS Integration
We have wrapped up the last pieces to support a standard chat/interaction integration with Genesys CCaaS on Foundation. PLEASE NOTE: We still have a couple of implementation/setup items to finish before we can start onboarding new Genesys clients to Foundation instead of the legacy integration. Those are coming in the next sprint.
What Is Included:
Side by Side Textel messaging panel next to a Genesys chat interaction
Agent Initiated Outbound
Routing as it is done today
Full authentication of the side by side and conversation panels between the two systems
Dialer is included but the implementation/setup scripts will need to be updated to use the new API
We will be recording a demo soon and will schedule a live training presentation. It is worth noting that the general experience is not vastly different than our current Genesys integration, but the behind the scenes tooling is very different. Additionally, CCaaS clients will get all of the benefits of our platform, e.g. Reporting, Keywords, Contacts, Blast, etc.
Conversation Auto-Close Setting
We have added a new setting to the Manage Account page that allows admins to set an account-wide configuration for how long a conversation should sit idle before the system automatically closes it. This can help tremendously in keeping the active conversation inbox clean for only conversations that are actually active. It can also eliminate the need for someone to manually close conversations after it has been resolved.
To access this new setting, admins will need to go to their Manage Account page, under the Account Settings section. (Screenshot is below.)
A few things to note:
This setting is not enabled on clients by default, they must go to their Manage Account page and enable the feature and specify the number of minutes.
The minute countdown begins after the last message on the conversation is posted. So, if it is set to 20 minutes, the system will automatically close the conversation 20 minutes after the last message was posted. If a conversation is active and doesn't hit the specified threshold of inactivity, it will not be closed.
Any closed conversation can be reopened at any time and will automatically be reopened if the mobile contact texts back in.
This will only work on conversations that see activity AFTER the setting is enabled. Our system does not have timer records on conversations if the setting isn't enabled.
This does not apply to clients using the Nice or RingCentral integration as there is additional work to be done to manage those versions of "conversations". This iteration is only applicable for clients using our platform directly.
CRUDy Updates
DFO Routing Method Setup
When setting up a Nice client who is using the DFO product and not MAX Agent, we have to set up some additional settings in order to make it work properly.
Now, when setting up a line, if you select Nice as the Integration Type, you will see a dropdown for Routing Method that has two options: Chat, Nice DFO. When you select Nice DFO, you will see a new option to Add a Webhook. This is the webhook provided by Nice for them to subscribe to our message events so they can post them in the DFO conversation experience.
Genesys CCaaS Line Integration Settings
This section cannot be used just yet until it's parent story for Genesys CCaaS Account setup is finished, but we are pushing it out since it is production-ready by itself. Note: This also does not include the method for importing new lines.
When setting up a line, there is a Genesys CCaaS option in the Integration Type dropdown. Now when you select that, you will see a Routing Method dropdown populated with Chat.
A new section will display below that will ask for the following fields in order to complete the Genesys CCaaS line setup:
Chat Deployment GUID
Queue GUID
Hide Attachment URL checkbox
Public API | Save Contact Lists Endpoint
We now have an endpoint available in our Public API that allows clients/partners to Create/Update contact lists in our system.
Two-Factor Authentication Setting
This feature is actively being implemented and is not ready for client use, but we are releasing the first piece of it in this update.
We have created a few tables to store Two-Factor Authentication (2FA) information and surfaced a setting that is permission-restricted on the Manage Account page that would allow admins to require 2FA across all users on their accounts. In the next few weeks, we will be releasing additional features that will allow users who are on 2FA required accounts, to setup and use a 2FA method.
NOTE: This is not a feature that will be available for clients using integrations like Nice, Genesys, or RingCentral as the authentication for those clients is done differently.
Bug Fixes
MEDIUM - Conversations | Sidebar Timestamp Not Most Recent on Outbound Events
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