Buzzeasy Release notes, December 17th 2022

The 32nd release of Buzzeasy brings further quality of life changes, the Whatsapp and Instagram channels, customer intent evaluator bot for email and more!

Portal QoL changes

  • Added local timestamp to user settings. Navigate to your profile > Settings and select which timestamp format you prefer. Default will let your browser settings override the portal settings. This affects how dates are displayed in the portal.
  • Changed voice queue treatment terms to make it easier to understand. Buffer renamed to delay, "then wait" renamed to "for".
  • Changed Queue node output names to better reflect the behavior of then node. "Completed" is now "AgentDisconnect".
  • Added the option to dismiss a side blade by clicking away.
  • Added the option to elevate a regular portal user to an agent.
  • Added phone number in agent listing.
  • Added selection mode. This currently supports batch delete, more options will be available in the future.
  • Refined agent view cards, User Details and Agent configuration tabs are now available.
  • Adjusted node names on light mode as it was difficult to read on bright colors.
  • Added the ability to link to nodes.
  • Fixed an issue where "Nothing to show' label was not displayed when the Queue treatment list was empty.
  • Fixed an issue where Connected conversation detailed view was not refreshing properly while it was kept open for extended periods of time.

Agent Experience

  • Added Keep / Dismiss record for Buzzeasy FreePBX offering. This option is not available for Teams users.
  • Fixed a typo in Cherry picking.
  • Added cherry picking option for voice conversations.

Customer intent evaluator Bot

  • Added Content Evaluator node for Email workflows.
  • Support for CSV upload with up to 50 key phrases grouped into maximum 10 groups.
  • Removed subject evaluator as the functionality has been merged into the customer intent evaluator bot.
  • Select what should the node evaluate, the subject, the content or both.

Read more about the customer intent evaluator bot here.

Whatsapp channel support

Buzzeasy introduced a new Whatsapp channel on the portal. Provisioning on Buzzeasy side is easy, however, there are a few pre-requisites that you may need to configure before onboarding your whatsapp accounts to Buzzeasy.

  • Added Onboard option for whatsapp. This must be done once per tenant.
  • Added Channel provisioning for whatsapp.
  • Added helpful documentation hyperlinks in the portal to guide the user.

Read more about provisioning a Whatsapp channel here.

Instagram channel support

Buzzeasy introduced the Instagram channel support

  • Added easy provisioning
  • Added support from agent's perspective
  • Added support for common files as well as messaging

Read more about the Instagram channel here.

Odata 2.0 Public beta changes

Odata 2.0 data set is growing continuously as we add more data and more features to it.

  • Added routing mode to queue segments to be able to filter Manual and Automatic queues.
  • Added Email bot segments to the Bot Segments.
  • Added Media group to Bot lookup.

Learn more about the Odata 2.0 public beta here.

Other changes

  • Fixed an issue where the Buzzeasy logo was not displayed in invitation emails.
  • Fixed an issue where callbacks were not properly working under rare circumstances.
  • Fixed an issue where consult to external would terminate the call in a specific setup.
  • Added Outbound call webhook notification under Integration > Service hooks.