Talk
New:
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- Calls in Omnichannel routing is now available in GA with the full release of Omnichannel routing:
- Calls will also be routed as part of the omnichannel routing experience, including emails and messages, when omnichannel routing is enabled on the account.
- For more details, refer to routing calls with omnichannel routing engine.
Here are a few benefits of the release:
- Use triggers to influence call priority and call routing group:
- Prioritize calls for VIP or Gold customers by using triggers.
- Route calls to specific groups via triggers in addition to groups set in Talk routing settings. For example, route calls based on the country code of callers to specific groups.
- View tickets for the calls waiting in the queue within Support views.
- Calls get routed to agents more than once if they missed the call and no other agents are available to pick up.
- Calls in Omnichannel routing is now available in GA with the full release of Omnichannel routing:
Fixes/updates:
- Fixed bug with Textback calls metrics - The number of calls with text back will be recorded correctly and show the same values in Explore and Talk Dashboards.
App Marketplace
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Kore.ai (SunCo)
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Kore.ai is the Gartner Magic Quadrant Leader in Conversational AI and brings intelligent Virtual Assistant automation to Zendesk Sunshine Conversations. Assign the Intelligent Virtual Assistant to converse with your customers for common and repetitive requirements, and free up agents for more critical, high-value requests. Upon request, Agent Transfer will move customers from the Virtual Assistant to the human agent in Zendesk Agent Workspace. Key Features include a low code/no code platform that allows for visual bot design flow and testing without developer training, a visual dialog builder, 24/7 personalized support, Channel integrations available for leading customer experience solutions and data systems, and more.
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Aisera(SunCo)
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Aisera delivers exceptional end-to-end user experiences through multilingual conversational intelligence and automation. It learns from every interaction, automates repetitive inquiries, and provides agents with AI-powered assistance. By augmenting human intelligence, Aisera helps your organization nurture and satisfy customers and users who then purchase more, remain loyal, and provide positive reviews. Aisera’s Conversational AI works with Sunshine Conversations to tap into its out-of-the-box, global, industry-aware taxonomy of over five billion intents and one trillion phrases (across more than 70 languages) to quickly identify and resolve any issue. Aisera works across multiple channels, including webchat, email, social, SMS, and voice (IVR) to deliver reimagined self-service experiences.
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- Kodif(SunCo)
- Kodif helps you deliver AI-powered self-service experiences over the channel your customers prefer. Build flows and get visibility into them. Turn agent scripts into a decision tree using the drag-and-drop menu. Be able to adapt the business logic and rules when necessary.
Web Widget (Classic & Messaging)
Fixes/updates:
- [Messaging] Flow Builder messages appearing out of order
- [Messaging] Composer is cutoff/missing in the iOS browser view
Mobile SDKs
Zendesk SDK for iOS v2.8.0
New:
- Accessibility support to ensure new messages are announced to the user in real time.
Fixes/updates:
- The message composer will always persist text after submitting a form.
- Photos taken in portrait mode will no longer be displayed in landscape mode when shared in the conversation.
- The message composer will no longer disappear after attaching a document on iOS 16.1.
- The attachment button will no longer be covered by the notch in landscape mode.
Zendesk SDK for Android v2.8.0
Fixes/updates:
- Answer bot interactions will always be displayed in the right order.
- Failed messages will not affect the status of the following successful messages.
- The attachment button will still be visible when the composer is disabled.
- An unread message divider will always be displayed for messages received while the app is in the background.
- Compilation error will not occur when a customer uses FileProvider.
No updates this week
- Support
- Zendesk Chat & Messaging
- Guide & Gather
- Answer Bot
- Explore
- Sell
- Admin Center
- Sunshine Conversations
3 comments
Rita Gleason
Did you move the Reports option in Admin Center to under Accounts Option? We have a Manager who used this feature and now he cannot see the option since he is not in an admin role. Please advise? Thanks.
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Rob Stack
These release notes have been updated with late additions for the mobile SDK.
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Rob Stack
Hi Rita Gleason, I'm creating a ticket from your question so someone on the team can assist you. You should hear from a team member soon.
1