Encoding All Characters in a URL

After you add an API method in the Designer > Functions > Functions Library, you can specify the URL parameters. A new option, Encode All Parameters, enables you to encode all the characters in the URL.

This option is available starting with the Fall 24 release.

Enhanced Search Functions

The search functionality in the Contact Center CRM agent desktop has been enhanced to provide personalized search options, such as the billing address of the account, billing city, original account number, and so on. Using this enhancement, you can allow your agents to view specific information for an account.

List Results

You can now enable specific columns for agents during a call and display account components to enhance the agent's ability to quickly and efficiently retrieve the information they need to serve the customer.

Advanced Search Filter

You can now enable or disable the search functions on the Account List. You can define the fields on which the agents can search for the results. The current day's records are, by default, displayed on the agent's desktop. The agent can add or remove the customer account fields using the available operators. 

Preview Search Criteria

This release enables you to preview the search criteria before applying the changes.


This option is available starting with the Fall 24 release.

Interaction Screens in Accounts, Contacts, and Tickets

You can configure the Interaction List Screen and Interaction Detail Screen for accounts, contacts, and tickets.

Interaction List Screen

The Interactions List screen allows you to define what columns you want agents to see when the agents are looking at an interaction list.  You can also include interactions that are done outside the SmartReach platform.

Interaction Detail Screen

The Interaction Detail screen allows you to define the interaction details that are displayed based on the interaction type. For example, if you want to display details of a call, you can configure details such as call center name, contact date, call start and end time.

Interaction Screens in Accounts

The Screen Configuration section in  Accounts now includes Interaction List Screen and Interaction Detail Screen options.

Interaction Screens in Contacts

The Screen Configuration section in Contacts now includes Interaction List Screen and Interaction Detail Screen options.

Interaction Screens in Tickets

The Screen Configuration section in Tickets now includes Interaction List Screen and Interaction Detail Screen options.

This option is available starting with the Fall 24 release.