Platform Update 25.08: Quick Replies in Chats, Detailed Data Filtering, File Encryption, and Other Great Features

Our team has recently released the 25.08 platform update. Be ready to meet even more opportunities for comfortable and effective work of contact center professionals: agents, managers, administrators, and support staff. Let's take a look at the most exciting new features.

The most notable and interesting updates were made to the Cases section. Now users can filter appeals by any service level and search for contacts in the Reporter field not only by name, but also by phone number and email. An additional option for users is the ability to create filter presets in the Cases section, i.e, detailed filtering settings that can be saved and used as templates. Another new feature – ‘More’ button for internal comments in cases. Additionally, we have implemented the upgrade of Actual resolution time during the service change and automatic addition of files from the chat to Attachments. Another section update – the ability to configure user rights for file deletion. We hope new features will simplify and improve your work with customer appeals.

The next changes apply to the functionality of Workspace, the platform application for agents to work with calls and chats. We have added new features: sound and push notifications with customizable settings. Users can now configure display time and personal preferences in notifications. Additionally, we have implemented a new option in active chats: the agents can now respond to clients with the 'Quick reply' icon. Quick reply templates can be created and configured in the Admin application (Lookup - Quick reply). The additional Workspace update covers widgets that display agent performance metrics.

We have also improved post-processing forms when working with manual inbound calls and consultation transfers between queues to other agents. Agents can fill out and save the post-processing form, which includes the conversation summary, available for viewing in the History application. This data will be useful for contact center analysts and supervisors to monitor customer service and satisfaction levels, as well as to analyze the company's current range of products and services.

In the Contacts section, we have upgraded data filtering and sorting, improved contact timeline display, and operations with contact groups. In the Flow Manager section (the graphic editor for creating the routing schemas and configuring the contact center processes), we have implemented a lot of improvements, in particular: updated component settings panel for Safari and Firefox browsers, enhanced display and operation of Playback, Form Select From Object, Form Table, Join Queue, and other components. With prior settings in the Flow Manager section, users can enable the display of specific data (for example, contacts of different company departments, or addresses and contacts of the company's stores and offices, phone numbers and emails of business representatives in various countries, etc.) in the post-processing form to make interaction with customers smoother and more productive.

The configuration of the Form Table component, which enables the display of certain data in table form

In the Admin application, we have added new features to the Triggers section:

• triggers for the edit event, which activate when changes occur to files, links, comments, or permissions in a case. Users can now view previous and new values when using the 'Update case' option;

• triggers for actions with linked cases;

• restrictions on recursive execution of the scheme.

And finally, we move on to the important new features: file encryption, support for storage policies for chats, a phone numbers import tool from a text file, and enhanced visual components in the dynamic forms. Following the 25.08 release, contact center administrators can enable file encryption (for attachments in chats and conversation recordings) and configure encryption parameters, including file types, technical specifications, and access permissions for listening to files. This is an additional step towards data security implemented by our team.

File encryption settings

Each platform update is an additional opportunity to automate daily tasks, optimize resources, and improve the performance of your contact center. Let’s get in touch – we will be happy to present numerous Webitel's capabilities and select the optimal functionality for your business.