Contact Lookup

You can view the contact associated with a chat, email, or SMS message in a single click. To facilitate this feature, the following changes have been made:

  • For chat: On the Chat tab, when viewing a message, the Open Account iconappears.
  • For email and SMS: On the Inbox tab, when viewing a message, the Open Contact Details, Contact History, and Contact Notes widgets iconappears.

Default Interactions

By default, the Interactions tab of an account, contact, and ticket displays only the interactions that were connected to an agent. To facilitate this enhancement, the Exclude Non Agent checkbox (selected by default) has been added to the Interactions tab. 

You can clear the Exclude Non Agent checkbox to view all interactions.

Email Copying and Forwarding

You can send a copy of an email and forward an email. To facilitate these features, the following changes are made:

  • In the Compose Email window, the CC option is added.
  • In the Email Conversation window, the Forward button is added.

Multimedia Messaging Service (MMS) Support

You can send or receive SMS messages containing attachments (multimedia content).