Accessing Forms Using the Designer Desktop

Previously, you accessed the Forms feature from Tickets Config, Accounts Config, and Contact Views.  However, you can now access Forms directly from the Designer Desktop, in addition to the other areas. Accessing Forms from the Designer Desktop enables you to create, modify, copy, and publish forms. You can also insert fields to gather data from accounts, contacts, and tickets, which can help support faster issue resolution and enhance the overall customer experience.

Accessing Customer Card

A new component named Customer Card has been added in the Contact section of the Designer Desktop. Contact Card is a pre-defined component that highlights customer-relevant information in a unified interface. 

Contact Card contains the following tabs:

  • Detail: Provides information about customer data from Contact Manager. You can modify the data to include, exclude, or change to read-only based on Contact Groups.
  • Interactions: Provides information about the customer interaction history. You can modify to display specific interaction highlights if interactions have reached an agent or have a specific outcome.
  • Notes: Displays the three most recent interactions related to the customer, enabling you to quickly access relevant context for ongoing support.

Enhancements to the iframe Feature

The iframe feature within Designer has been enhanced and now offers the following:

  • Support to Parameters: You can now configure Path parameters, in addition to the Query parameters, when setting up URL parameters for a website.
  • Expanded Metadata Options: Previously, you had only the Interaction and Login metadata options when configuring the URL parameter setup. With this enhancement, you can access additional metadata options that are similar to the Functional Editor.
  • Enable Refresh: By selecting the Enable Refresh option, agents have a refresh button on the iframe component.
  • Enable Open in Tab: By enabling the Enable Open in Tab option, agents have an Open in a Window button that opens the iframe component in a separate browser window.


  • Push URL Configurations: You can now configure which URLs can be populated within an iframe by creating events using the Director.

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.

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.

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.