Facebook Messenger

If the Facebook Messenger channel is enabled for you, Facebook inboxes are displayed on the Agent Panel and you can perform the following operations:

  • See inbound messages from customers who sent you messages through your business's Facebook page.
  • Reply to customer messages and resolve the conversation using the messaging term codes.
  • Manage the conversations within your inboxes.
  • View the conversation history.

International Scheduled Callback

The existing Scheduled Callback feature has been enhanced to support international phone numbers. The schedule callback window can now display a phone number in E.164 format. You can enter a new number (if permitted by your manager) in E.164 format that must be dialed when the callback launches. In addition to this, the agent panel lists the international time zones.

International Support for Caller ID in Voicemail 

The Voicemail (VM) feature now supports international caller ID in E.164 format. This enables you to identify the country of origin for the incoming call. 

For example, if the country of origin is the USA and the agent or service receives a voicemail from a US number and a UK number, then the window displays the phone number as below:

  • Local number:  (628) 386-0752
  • International number: +44 20 7946 000

The following screenshot shows the local and international phone number formats on the agent desktop.

Scheduled Callback 

When you return a call, you can see the original inbound number that the customer dialed. This number is displayed on the agent desktop along with the phone number's description if it is configured in the Phone Numbers editor. You can use this information to understand the context of the original call.

Agent Panel

Spanish and French Languages Support in SMS

The Fall 23 release supports multiple languages, specifically Spanish and French, for SMS, email, Facebook, WhatsApp, and Web Chat. Agents and customers can communicate over all digital channels in Spanish and French. Agents can also use preconfigured message templates in Spanish and French.

HTI Select on the HTI Agent Desktop

You can now enable the Human Text Initiator (HTI) Select interface, which allows an agent to launch SMS text.

When HTI Select is enabled, the agent first selects—via a click—a particular phone number from a menu of phone numbers and then clicks again on that number to send the SMS.  In this way, the agent selects the number to be texted.  HTI Select requires two clicks to launch the SMS: first, select the number to be texted, then click on that number to launch the SMS

Managing Email and SMS Communications

You can see the following options as an agent, depending on what your manager configures.

  • Free-Form: Agents can compose emails and SMS messages at their discretion.
  • Template Form: Agents are limited to sending email and SMS messages from predefined templates.
  • Template and Free form: Agents can select between sending email and SMS messages in a free-form manner or selecting a predefined template.