July 13, 2021 – Upgraded WebChat – scheduled for August 2-3

Introducing, NEW WEBCHAT STYLING. The chat queue with updated styling will receive new functionality (editable agent title, clickable URLs in messages, message preview when chat is minimized).

  • Users (admins running chat configuration) will be able to customize the agent title shown in the chat application itself and chat preview widget in the Contact Center Admin Portal. The current title, Consultant, will continue to be used by default, but admins will be able to set a custom one. Configuration is per chat queue.

  • Whenever an agent sends a link (URL) in their message to a chat visitor, the link will appear as clickable in the chat application. No need to copy and paste the link from the chat message to the browser. The system will recognize the URL in the message based on the following conditions:

    • The text starts with https:// or http:// 

    • The text has www. + a domain name, such as *.com, *.net, *.org

    Note: The change WILL NOT apply to the CCA desktop client (used by agents). Links/URLs will remain non-clickable in CCA (e.g., when the site visitor sends a link/URL in his message to the agent).

  • When the chat visitor has a chat conversation with the agent and then minimizes the chat app (the session is not closed), then all new incoming messages from the agent will appear as a preview above the minimized chat icon.
    Note: Before this change, the system would maximize the chat app whenever a new message from an agent is received. With the change, the chat app will remain minimized and incoming messages will appear as previews.

How do I get this feature?

  • The new feature will be automatically available for use

  • No intervention is required from a Service Provider

June 30, 2021 – Upgraded WebChat – scheduled for July 6-7

Introducing, NEW WEBCHAT STYLING. The chat queue with updated styling will receive new functionality (close chat session, send chat transcripts, user data prefill).

The planned dates for this release are as follows:

  • CAN – 6 July
  • USA – 7 July


  • End-users (site visitors) will be able to end the dialog and close chat session.
  • When the chat dialog between site visitor and agent ends, a message will appear to send a chat transcript to the visitor's indicated email.
    • The feature is enabled Admin Portal first, under Configure > Inbound Chat > Chat Transcript Settings:
      Chat transcript settings
    • There are two scenarios when the chat sessions ends: the visitor ends the chat or the agent leaves the chat. The user will receive a prompt with transcript delivery in both cases (provided the feature has been enabled in Admin Portal).
    • A transcript can be sent out only when the current chat session ends. In other words, if the user ends the dialog without providing an email for the transcript, they will not be able to obtain the transcript later.
    • A chat transcript will contain the conversation between the site visitor and an agent (excluding the agent-to-agent conversations in whisper mode).
  • Whenever the site visitor enters data in the data collection form in the chat (for example, first name, email address, or phone number), a record of the data will be stored in the browser cache. Next time the user revisits the website with our chat (using the same browser), the system will remember the user data and prefill it in the chat data collection and other forms. If needed, the user will be able to edit the prefilled data before submitting the form (the system will track the updated information in the cache). Note that if the field is new and the user never provided information previously, the field will not be prefilled.

How do I get this feature?

  • The new feature will be automatically available for use
  • No intervention is required from a Service Provider

April 13, 2021 - Upgraded WebChat/ICR - scheduled for Apr 27

Introducing, NEW WEBCHAT STYLING. Chat queue and ICR will have an updated styling feature. The functionality remains the same, but the look is clear and modern.


  • Chat queue settings: Updated Styling tab
  • Chat queue: New preview available on the Styling tab. The preview reflects all the settings and gives an understanding of how the chat appears on your site
  • ICR settings: Updated styling tab
  • ICR: New preview available on the Styling tab. The preview reflects all the pages and the chat queue when a button appears that leads to a chat queue
  • Mobile experience out-of-the-box
  • Existing chat queues and ICRs will not be upgraded.

January 5, 2021 - NOW AVAILABLE FOR DOWNLOAD - Desktop Call center Agent (CCA) Version 12.6

The Desktop Call Center Agent (CCA) version 12.6 is now available for download and installation for all accounts hosted in our TOR and UK centers. Visit the Client Software page in your Administrator Portal to download.

What’s new in this version:

  • Enhancements: Added support for file-based communication for all CRM connectors. Added support for OKTA as identity provider (SSO).
  • Bug Fixes: Fixed a bug that could cause wait time for suspended emails to be displayed as a negative number. Fixed a bug that caused classification information to not be sent to CRM connectors under certain conditions.


November 24, 2020 - Easy IVR - scheduled for December 1, 2020

IVRs, or Interactive Voice Response systems, are important in any organization that handles a significant number of callers, such as contact centers. Having the ability to quickly and easily design IVR applications is important for the smooth operation of such organizations.

Introducing, Easy IVR. This is a new feature of our Contact Center system. It does not replace IVR Studio Express, but helps design IVRs in a faster, less complex way.


  • Accessible through Administrator Portal (i.e., Easy IVR is embedded in Admin Portal and there is no need to open a new window).
  • Helpful wizard guides through each step of the design of the IVR application.
  • User-friendly UI

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

September 15, 2020 - Evaluator Reskin

  • Table columns have been expanded to make the content easier to read
  • Thumb up/thumb down icons have been replaced with emojis
  • Softer colors have been implemented to make it easier on the eyes.

September 1, 2020 – Dynamic Notifications Update; Additional Caller ID; Desktop Caller Center Agent Update

Dynotes SMS Acknowledgement and SMS Opt out: System administrators with access to creating and editing campaigns can now define how contacts should respond to SMS messages sent by the campaign, or what actions the system should take when the contact sends an unexpected reply or the contact wants to opt out of the campaign. 

  • Manage acknowledgements after you’ve created the campaign
  • Configure up to 5 expected responses with any of the following options: Acknowledge and do nothing else, Acknowledge and send to Chat Queue, Acknowledge and Send to Email, or Opt out of the campaign
  • Configure the message to send when the contact replies with an unexpected response and configure the number of tries that the contact can send an unexpected response
  • Configure the message to send and the actions to take when the contact has exceeded the number of tries for unexpected responses: Ignore, Send to queue, Send to email, or Send to web service endpoint.

Additional Caller ID: 

  • Manage a list of caller ID numbers that teams of agents can use when making outbound calls
  • Provide descriptive names to the caller IDs so that call recipients can see who is calling. 

Desktop Caller Center Agent (CCA) Version 12.4.40:

  • Chat functionality was enhanced to support the following scenario: User A creates a session with User B, but doesn’t send any messages. User B then creates a session with User A. In the previous version, User B would have received an error and would not have seen a chat window. In this new version, User B sees the chat window and can send a message. User A receives the message in the existing chat window
  • Classification information window has updated logic. Now, caller-type dependent fields (acct, claim, provider) are displayed and their enabled/disabled status is updated accordingly when displaying the information.