You can add contact results when you create blocks for SMS interactions. For example, you can create a rule that counts only SMS results that are successfully delivered to a customer by including the result for successfully delivered SMS.
In the previous releases, rules that contained result filters did not count SMS attempts.
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Attempt Supervisor has been enhanced so that when an agent replies to an SMS message in a thread, the reply is not counted as a contact attempt. This helps your agents in completing the ongoing conversations.
This enhancement applies to agent and automated replies and prevents Attempt Supervisor from blocking replies on active conversations. New conversations cannot be initiated once you reach the maximum attempt limit.
Multichannel Filter Options
You can now filter fields, such as State, ZIP code, and Phone Position when creating rules that contain SMS interactions. Previously, these filters worked with Voice channels only.
For example, you can now create a contact rule to block SMS when the ZIP code specified is 35771 or the state specified is Alabama.
