Meet the 25.05 Platform Update: Improved Features for Better Customer Experience

We are thrilled to introduce the new platform release! In the 25.05 update, our team focused on processing customer feedback and improving app functionality, in particular, the Cases, Contacts, and Flow sections. Let’s take a look at the main newelties.

Considering the recent launch of the Cases section, we continue to expand its functionality to bring it as close as possible to the needs and expectations of customers. Thus, we implemented several features in the 25.05 release to help clients better organize and track appeals, including displaying the case number on the Case card and logging during CRUD (create, read, update, delete) operations with attachments and comments. We also added field validation to the Case result modal window, improved response and resolution time calculations, as well as data search, display, and editing.

The Contacts section has been significantly updated with new features for working with dynamic contact groups, upgraded display of contact timeline, identification and linking of chats from the SDK to contacts, and display of the Portals channel in Messaging.

The next changes include the Flow section, where we have added variable support to the Playback component and filtering to Form Table and Select from object. Additionally, the section has been updated with the ability to assign a variable name for STT, the ability to pass the URL as a variable in httpRequest, improved functionality for working with broadcastChatMessage, Custom Module, post-processing Form Table, and other general improvements.

Other updates in the 25.05 release included the sections:

- Admin (the display of assigned agent in the queue registry, field update, and bug fixes for ‘Reset attempts’ in the Queues section);

- Audit (improved alignment of icons and fields, and username display in ‘Created by’ or ‘Modified by’);

- History (fixing of the record_file object logging and adding monthly boundaries to Call evaluation);

- Workspace (improved functionality during a consultative call transfer and work with Form Textfield, Form Select, Form Select from object).

We hope that recent platform updates will simplify daily work for contact center specialists and task planning and monitoring for managers, enabling them to interact with the brand audience more professionally and productively.