News

Knowledge bases

The knowledge bases have received a major upgrade. You can now edit content in table format, manage suggestions and approvals, and control permissions for editors and contributors. This makes collaboration easier and helps keep information up to date and quality assured.

FAQ in web widget

You can now display FAQs directly in the web widget. You choose which knowledge bases should be used as sources, allowing visitors to quickly get answers to common questions without needing to contact support.

Detached call windows for telephony

Manage calls in separate breakout windows directly from the desktop app. This provides better overview and makes it easier to work in parallel with other tasks.

You can also keep the app idle in the dock while still handling incoming calls. When a call comes in, a system notification appears where you can answer, reject, or park the call directly, without opening the app. When you answer the call, the dialer opens automatically, giving you quick access to all call features. This allows you to continue working uninterrupted while the app smoothly handles calls in the background.

To-do lists for answer groups

The dashboard for answer groups now includes new lists showing missed calls, bounced calls, manual callbacks, and voicemails. These replace the previous callback list.

The visible lists can be configured in the answer group’s view settings. If the feature is enabled, a badge showing the number of follow-up calls is also displayed both in the answer group detail view and on the Contact Center icon.

Answer groups

A new expand icon has been added to the call chart on the dashboard, opening the chart in a larger dialog.

There are also new settings to control which supervisor settings are shown in the dashboard, including a separate setting for callback-related features.

Waiting mode in video meetings

If you are waiting for other participants to join a video meeting, you can now press the spacebar to keep yourself entertained while you wait. A small way to make waiting a bit more pleasant.

Customer pricing

Partners can now manage products and prices in table view, work with base levels, and define contract periods. This makes price administration both faster and clearer.