|Product Updates is our monthly post on new features and product improvements to keep you up to date.|
Web Call Interface
We've updated the design for incoming and outbound calls. You'll now have access to the customer's name, number, and segments after you're connected on a phone call via the web.
Do Not Disturb
From your mobile app settings, you can turn on Do Not Disturb to block notifications and phone calls for 12 hours. We automatically disable Do Not Disturb after 12 hours in the event you forget to disable it.
Update to Call from VoiceHub (iOS)
You now have two options for outbound VoiceHub calls. Your phone call can take place using your internet connection or cellular connection. The phone call over internet keeps you in the app, making it easier to add video to the call.
With the addition of call from VoiceHub via internet connection, you can now tap on the Video button to add video to any existing VoiceHub call. The other party will receive a text message with a link to join the video call.
*Note: Android users will always utilize cellular audio and can open the ticket in their app to transition to a video call.
Easy Video Connection for Customers
Customers can easily join a video call via text message. They no longer have to pick if they are already on a phone call before joining. See how it works
NEW: Text Link to Customer for Photo/Video Upload
High resolution photos or videos can be difficult to send via text message. Now, when a customer texts your team, they'll receive an automated text response with a link to optionally upload a photo or video of their issue.
Share Ticket URL Available for Dashboard Users
Dashboard users (view-only role) now have access to the Share Ticket URL button on the web dashboard. Don't know what a Dashboard User is? Click here for details