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Product Updates: August 27, 2026
Overview
The upgrade revolves around the product concept of "smarter, more efficient and more flexible."Focus on Agents tool capabilities, Nexus voice channel fine control and agent workbench experience,By intelligent configuration, refined operations and international experience optimization,Comprehensively enhance enterprise service capabilities and operational efficiency,Help build a more stable, efficient and scalable customer service system.
I. Agents Capacity Expansion,Questions and answers are more accurate and more manageable
Tool action expansion: Two pre-set actions are added for calculators and key presses to collect information.
Enhanced conversation experience: new silent speech reminders; Voice recognition has a new "speed first / accuracy first" mode.
II. Refined operation of Nexus voice channels,Control and recovery are strengthened in both directions
Seat status control: new seats are quickly approved; The phone note login status is expanded to fully enabled.
Improved recovery efficiency: call records support bulk transcripts,Conversation recording supports click-bubble location recording; A summary of AI services is available for automatic generation.
Rectification of the indicator system: new one-time settlement calculation rules and related statement indicators; Large screen monitoring skills group dimension added four indicators and busy time Top10 list.
Configuration and automation: IVR supports node replication, TTS multi-channel and tone configuration expansion; Call triggers create work orders and upgrade to template-driven.
III. Nexus online channels and Nexus work order channel experience upgrade,Reduce duplication of operations
The session input box is upgraded to a rich text editor,Supports image and text mixed sending in bulk.
Attachment experience is optimized: Download retains the original file name, upload size limit supports self-configuration, and four new image formats are added for online preview.
Configuration reuse: guest group grouping, reception schemes, and work orders support one-click replication; Custom queries support saving quick queries and showing field schemes.
The mail template supports multiple configurations; The Business Records component adds SMS records.
IV. Localization overseas is consistent with multi-tier experience
The translation service was upgraded from Amazon to Google,Improve the quality of translation in small languages.
Hongmeng HarmonyOS online visitors and work order plug-in upgrade to V7,Alignment of Android-side capabilities.
A single sign-on supports access to direct customer service work desk records pages without having to sign in.
Intelligent Dental Technology is committed to continuous innovation and product iteration,Enabling global enterprises to build a new paradigm of intelligent, efficient and professional customer service in the digital age.
Note:
=Additions
=Optimization
=Additions =OptimizationAgents
Agents Q&A: Support for Silent Speech
Functional Background
Some customers do not answer for a long time during a consultation.The functions are now added,Support for sending silent speech,Guide the client to continue the conversation.
Features Description
[Agents] - [Agents seting] - [Chat experience]
You can set the maximum number of silent reminders and the maximum length of each round of wait,The maximum length of each round of waiting is supported by setting time units such as seconds, minutes, hours, and days.
For example:
Settings: If you set the maximum number of reminders to 2 times,Each time is 3 minutes.
Q & A:
a. If the robot replies,Users do not reply for more than 3 minutes.The robot will send silent speech for the first time,Guide the customer to continue to respond.
b. If the user does not reply for more than 6 minutes,The robot sends silent speech a second time.
c. If the user does not reply after 9 minutes,The bot sends a session end reminder speech,And end the conversation.
Agents Tool: Support for Agents
Functional Background
Agents often encounter mathematical calculation scenarios such as discount and price difference in Q & A. Direct calculations from models are prone to error.
Add a calculator action,The robot needs to call it when it calculates,Get accurate results.
Features Description
Entry: [Agents] - [Resource Center] - [Tools] - [Actions]
Configure the calculator action,Use instructions can be adjusted according to the scenario,Let Agents call,Complementary business computing.
Currently, the calculator supports four ways of adding, subtracting, multiplying and dividing.
Agents tool: Key collection support
Functional Background
Some scenarios require the customer to enter information such as ID number, verification code, password, etc.This type of content is neither suitable for voice broadcasting,It is also not suitable for handing over to voice recognition acquisition,Previously, large model robots lacked standardized key acquisition methods.
Features Description
Entry: [Agents] - [Resource Center] - [Tools] - [Actions]
Push-key collecting information preset action: The robot calls this action when it judges a need for key input during the call,The system suspends speech recognition, broadcasts the greeting, and starts counting the numbers.After collecting, the results are sent back to the robot to continue the process.
Speech Settings / Customer Speech Recognition Model / Channel By (trial version) Recognition Channel: Added "Recognition Mode"
Functional Background
The same voice is used in noisy environments, when the accent is stronger, or when it contains technical terms.A single identification is prone to bias,However, if a slower and more accurate identification strategy is adopted everywhere,This will slow down the robot's response rate. Different business scenarios differ in the trade-off between "fast" and "precise."
Features Description
Robot Settings / Voice Settings / Customer Speech Recognition Added "Recognition Mode" Customer Speech Recognition Model / Channel Hs (Trial) Recognition Channel: Added "Recognition Mode"
You can choose between scenarios:
Speed first (default): Follow the existing identification methods,The response was fastest.
Accuracy first: identification is more accurate,Response latency increased slightly.
Note: This field is only supported in Channel Hs (Trial Version) The identification channel is shown under the identification channel of the identification channel,Not shown under other channels.
Nexus Voice Channel
IVR process TTS: date broadcast reading optimization
Features Description
IVR process speech synthesis broadcast,TTS channel = channel Au when the date added - day / month / year,Date - month / day / year Readability Mark.
Note: The language format of the tag needs to be Date / month / year, month / day / year or date / month, month - day - year，If 08012026 is not read out in date form.
IVR Process: Node Replication Operation
Functional Background
When configuring IVR nodes with similar structures,Previously, it could only be built manually one by one,The configuration is less efficient,It is also prone to omissions.
Features Description
The IVR process edit page supports "copy" operations on selected nodes, At the same time, it will be Copy the configuration together,The system automatically renames the new node.
IVR "Transfer Robot" node: parameter naming rules adjustment
Functional Background
The original parameter name is short in length and does not support underlines,The common naming methods such as user _ id and order _ no can be used directly when enterprises dock their own systems.Additional name conversion is required.
Features Description
The parameter name naming rules for the input parameter list and the return parameter list of the robot node are adjusted as follows:
The maximum length of a single parameter name is extended from 16 characters to 20 characters
Allow characters to be extended from "English uppercase + numbers" to "English upper uppercase + number + English underline _" (no full corner _)
The initials must be English letters,You cannot start with numbers or underlines.
IVR Node: Extension of Speech Synthesis Channel and Tone Configuration
Functional Background
Different enterprises have a large difference in demand for the mix of tone and language of broadcasts.The original speech synthesis channel options were limited,Also, the color list is lengthy and there is no filtering means,The configuration was inefficient.
Features Description
New TTS multichannel, language model capabilities for IVR nodes
TTS Channel (required): Select the Speech Synthesis Service channel. After switching channels,The language model below is refreshed along with the sound list. Wherein channel Hs and channel te are trial versions,For example, applying a real business requires connecting relevant business / technical personnel.
Language model (required): Select the language model supported under this channel (e.g. "Simplified Chinese + English"),The list follows the selected channel.
Seats are busy approval
Functional Background
Some of the seats will switch to busy or take a break when they are busy to avoid the reception.Managers lack means of prior control,You can only check back in the status log afterwards,Seating resources cannot be secured during peak queues.
Features Description
Add a Seating Approval tab to the Call Skills Group details,You can set up an approval process for seat status switching in this skill group:
Seat switching is approved for busy status: once it is turned on,When a seat is switched from "online" to another status, it is subject to an administrator's approval before it becomes effective.
Approval period: Optional "all day" or "specified period,"Switching requests are only approved during a set period.
Set a threshold for busy people: when turned on,When the number of built-in busy (busy + recess) seats in a group reaches a set threshold,Other seats need approval until they apply for assistance; You can switch freely when the threshold is not reached. The threshold supports setting either as "% of the total number of seats in the group" (with the denominator being the total number in the group) or as a "fixed number."
Modalities of approval: It is optional to "always wait for manual approval," "automatically pass without delay," or "automatically dismiss without a delay."
Approval: The system automatically notifies the administrator of the department in which the seat is sought,As well as the managers of their immediate supervisory departments,No manual designation of approval officer is required. No reasons need to be filled in for approval or rejection.
Seats can see the status of approval after a switch is initiated by the telephone note.Administrators can centrally process pending applications on the Approval Page at the Customer Service Desk → Monitoring → Seat Monitoring.Approval messages are pushed simultaneously to the message center.
Note: The login status selected by the seat when logging on to the phone note does not require approval.Approval only acts on status switching after logging in.
Call Records: Volume Rewrite Recordings
Functional Background
When you need to review a collection of historical calls or extract the text,Previously, you could only enter the details of each call by clicking on them one by one,Operating costs are extremely high at the scale of tens of hundreds of pieces.
Features Description
Manage workstation / call center / records / call records,Add "bulk transcribed recordings" to the tool bar at the top of the list,You can initiate a rewrite of the current screening results at once:
The rewrite scope is the filtering results at the time the task is sent,Adjusting page filtering conditions after posting does not affect this task.
Call records that do not have a recorded file or that already have a conversation are automatically skipped.
The result of the rewrite is written into the conversation record corresponding to the call record,This can be viewed in the call details.
After all the tasks are completed,Push a completion notification through the message center,Indicate the number of articles initiated, the number of completed rewrites, and the number of skipped articles.
At the same time,Add a dialog record (optional "empty / not empty") to the call record list filter option,Quickly filter out calls that have not yet been translated or that have text.
Note: Rewrite a maximum of 1000 call records at a time. When the current filter results exceed 1000 entries, you are prompted to adjust the filter conditions to narrow the range first.
Conversation Records: Click on the conversation bubble to locate the recording to play
Functional Background
When a quality inspection or review is carried out,The manager saw a questionable phrase in the conversation log,Want to hear the tone and context at the time,Only by the time of the conversation can I estimate the location on the recording, drag the progress bar repeatedly and try to listen.A recording of a dozen minutes often drags on several times to get it right,The efficiency was very low.
Features Description
Call details / conversation records bookmarks,Support clicking on any conversation content Just jump to the recording location corresponding to this sentence and try it.
Call Records / Business Records Component: New Texting Category
Features Description
The business records component in the call log details, call from the customer service work desk, and call cancellation list adds a "text message" category.Showing a record of outgoing SMS messages sent under the current customer number,Seats do not need to switch to a text message module to find out what notifications the customer has received recently.
Outgoing Tasks: Add a 'Conversation Content' tab
Functional Background
When a chair follows up with a customer during an outgoing call,I wanted to go back to see what was really being talked about on the phone,You can only jump out of the task execution page and search the call history by number,The pace of follow-up was interrupted; Managers also have to scroll back and forth when checking the quality of follow-up in the task list.
Features Description
The customer service workbench / task execution page for my outreach task,Add "Customer" after the "Customer" tab The content of the conversation "Bookmarks,Show directly the contents of the last spoken phone conversation under the current task list (reproduced text):
Call Triggers: Create Work Orders and Upgrade to Template Drive
Functional Background
The original Create Work Order action could only be created by the system's default template,The classification templates and custom fields that companies have carefully configured in their billing products are simply not usable; The work order field cannot dynamically assign a value to the actual situation of the call,The work order received by the seat was basically an empty shell,I still have to listen to the recording by hand.
Features Description
Call trigger "Execute action = Create work order,"Unified upgrade to "template driven + field mapping" mode,Make the work orders created automatically as complete as the seats built by hand.
- Take the information gathered in the call,Column by column corresponds to work order
Configure the value source item by item by the custom field of the selected template,There are two options for each field:
a. Binding variable - Take the real-time value of this call. Optional IVR system variables (customer number, source, domicile, start time, etc.),As well as IVR custom variables,This refers to the information generated by the nodes in the process such as "assignment," "data request," and "robot" -- the type of service selected by the customer through their keystrokes, the order number spoken aloud, and the membership level returned by the query interface.All fall into this category.
b. Manual setting - Fill in a fixed value. Suitable for fields where the whole trigger is the same,For example, the source of the work order must be filled in "hotline automatically establishing the order," and the source of receipt must be entered in "telephone."
Note: Cascading fields, attachment fields, region fields,Also, the drop-down / select / checkbox field "Options content interface docking" was opened on the product side of the bill of labour,No mapping is supported in this issue.
Note:
Historically configured triggers keep the original creation logic running,Automatically upgrade to the new mode after editing and saving.
Date, time, date and time class fields,Convert by enterprise home time zone when the value is taken as a time stamp.
Customer Service Desk, Calls, Work Order Preferences: Support for copying work orders
Features Description
The customer service work desk's "My call" and the call details tab,Add the "copy work order" operation to the work order list,You can quickly create a new worksheet with the same field based on an existing worksheet.It is suitable for scenarios such as repeated reporting of barriers to the same customer and batch construction of orders.
Phone Bar: Expanded Login Status Range
Functional Background
The original log-in phone note could only select "online" and "don't bother" status to sign in.If seats need to log in on busy, idle, etc.,You can only log in online first and switch manually,Calls may be sent during the switching.
Features Description
Customer Service Desk / Phone Bar / Log in to the phone bar,The optional login status is extended from "online / don't bother" to the status of all enabled seats within the system,Seats may be signed in directly in the target state. The login status is always "online" by default.
Statistics / Relay Number Report / Number Selection: New "All Select All" operation
Functional Background
When there are more numbers,Seats need to be ticked from page to page,In scenarios with a large number of pages, the operation is costly and easily missed.
Features Description
Add the "All Select" action in the number selection window,You can select the numbers for all pages under the current filtering conditions with one click.No need to tick from page to page.
Outbound task client bookmarks: Follow up information and collect / recycle the high seas
Functional Background
When a chair follows up with a customer during an outgoing call,I can't see the customer's follow-up,When encountering unincorporated customers, they cannot claim them on the spot,Another customer distribution process needs to be followed,The pace of follow-up was interrupted.
Features Description
Upgrade the client signature on the outgoing task execution page:
Add a follow-up information field that displays this customer,The seats are on the call. In the process You can learn about previous follow-up progress.
Add a "collect" operation: When a customer does not currently have a responsible person,Seats are responsible for receiving them directly,Follow up with CRM permissions after receiving.
New "recycle to the open sea" operation: Customers who no longer follow up can return it to the open ocean,Make it available for others to collect.
Advanced Settings / AI Assistance: AI Service Summaries Support Automated Generation
Functional Background
After the call ends, the agent manually clicks "AI Generated" and confirms it.They still take up seat processing time; Seats often skip the summary during the peak of the conversation,This resulted in a missing service record.
Features Description
Under "Advanced Settings" → "AI Assistance" → "AI Service Summary", add "Automatically Generate Summaries".After the call is ticked, the service summary is automatically generated and written,Seats can view the call details directly when they enter them,Manual modifications can also be made on this basis. During the generation process,The generation buttons at each entrance are temporarily locked,Avoid repeat triggers.
Note:
The precondition automatically generated is that the service summarization main switch is turned on,Depends on the switching state at the end of the call; Reopening the call after the end of the call does not regenerate.
The employee associated with the call must have access to AI service summary capabilities.Otherwise, the AI-powered automated service summary will not be triggered.
This period applies to call centers.
Settings / Calculation Rules: Solve Calculations at once
Functional Background
Businesses want to measure whether a customer's problem is resolved in one communication,As one of the core indicators of service quality,However, automatic determinations and statistics for this dimension were missing from the existing reporting system.
Features Description
[Settings] → [Calculation Rules] Add a one-time settlement calculation rule,Deactivate by default,Automatically marked with the following calibre when turned on:
Scope of application: only incoming calls,And it needs the artificial seat side to have received it (including scenes where the robot receives it first and then the artificial seat receives it).
Decision logic: Set a cycle forward based on the call start time of the current call,If the same customer number does not have an incoming call received by another human desk during the cycle,The current call is marked as a one-time resolution; If there are calls received by other human seats during the cycle,The current call is canceled at the same time as that historical call.
Tracing cycle: 12 / 24 / 48 / 72 hours optional,The default is 24 hours.
Note: Call records generated before the rule is opened are not involved in the calculation,Neither will they be flagged,Nor will it serve as a basis for historical determination of subsequent calls.
Statistics / Relay Number Report: One-time Resolutions, One-time Resolve Rate
Features Description
The relay number statement adds two indicators, "one-time resolution" and "one-times resolution rate."Custom sign sync support is added,You can see how a one-time solution was reached in the relay dimension. The indicators are described as follows:
Number of one-time resolutions: Number of calls resolved in one-time. For example: After a call on the 188 number is answered by an artificial seat,No other calls from 188 were answered manually within X hours,The solution would then be a "one-time solution"; If there are other calls to the 188 number that are answered manually within X hours,Neither is a "one-off solution."
One-time resolution rate: number of one-time resolutions / number of call-seat side responses
Large Screen Monitoring / Skills Group Dimension: Four new metrics
Functional Background
The original indicator of a large screen in the skill group dimension was biased toward talk volume,Lack of real-time presentation of response times and satisfaction evaluation results,Managers are unable to quickly locate which skill group is having a problem with the efficiency of their answering or the quality of their evaluations during peak periods.
Features Description
Big screen monitoring, call-skill group dimensions, and aggregate metrics add four metrics blocks,All are today's cumulative values:
| index | Calculation formula |
|---|---|
| 20 second ring answering rate | 20 seconds of ring receivers / number of incoming skill groups |
| ≤ 20 seconds queue answering rate | ≤ 20 seconds queue answering / number of incoming skill groups |
| Evaluation rates | Number of reviews / number of invited reviews |
| Acceptance rate of evaluation correctness | Number of correct reviews / Number of invited reviews |
Big Screen Monitoring / Skill Group Dimension: Busy Time Top10 List
Functional Background
The original indicator on the skill group screen only saw the total number of people spent and the length of time aggregated.When managers see a decline in response efficiency during peak periods,It is not possible to directly locate which seats are busy for a long time,You can only check the seat status log afterwards.
Features Description
Large screen monitoring / call - skill group dimension added "busy time Top10 list,"The top 10 seats are shown from high to low by the cumulative amount of busy time today,Managers can locate high-occupant seats on a large screen in real time and intervene in time.
Statistics / Skills Group Report: Correctness of invitation evaluation
Functional Background
When companies measure service quality through satisfaction invitations,Just counting the "evaluation rate" does not reflect whether the invitation process itself is effective - customers pressing the wrong key or touching the wrong button are equally counted as evaluations.An indicator to measure the effectiveness of invitations separately is needed.
Features Description
The skills group report adds an indicator of the correctness of invitation evaluations,The indicators are described as follows:
Acceptance rate of evaluation correctness：Number of correct reviews / number of invited reviews
Android / ios-UI-SDK (APP SDK package with UI) / Call Operations / Outbound API, Increase request parameters: Support custom data
Features Description
The APP SDK package (with UI version) has added a "custom data" request parameter to the outgoing interface,Business data (such as order numbers, customer IDs, source of the campaign, etc.) can be transmitted when an enterprise initiates outbound calls.
Nexus Ticket Channel
Custom queries: Quick queries and display field schemes
Functional Background
Custom query pages have more filtering criteria,Customer service's frequent queries have to be reset item by item every time.It cannot be reused by sediment,Although a manual view can precipitate a fixed query entry,But it's configured uniformly by administrators,Customer service can't create it on its own.
Therefore, we need to let the customer service save the personal query plan and the presentation field plan by itself on the custom query page.Switch with one click to avoid duplicating settings.
Function Description
Enter: Work Order Center -> Custom Query
Add the Save as Quick Queries button in the filter area,Save all current screening criteria as a naming scheme;
The list header was upgraded from a single presentation field configuration to multi-plan management,Supports new building, switching, editing, copying, deleting,Fields and sequences can be switched with the scheme by a single keystroke; The total number of options per person is capped at 10 (including the system default options).
Mail Template: Support for multi-template and avatar / attachment configuration
Functional Background
The reply to customer mail template is only one in the enterprise and cannot be created.The same customer service often serves multiple business lines,Different business lines require different response mail styles; In addition, the customer service profile next to each response and the original attachment when the visitor created the work order are displayed on a fixed basis and cannot be configured.The attachments that a visitor mis-sends in the first email are taken into every subsequent email response.
Therefore, support is needed to maintain multiple mail response templates by line of business,Also change the presentation of the avatar and original attachments to fit the template.
Function Description
Access: Work Order Center -> Work Order Channel Settings -> Mail -> Mail Template Settings
The mail template changed to unified list management,The Response Customer type can create more than one template (up to 20 in total),Supports enabling / deactivating, setting to default, and deleting; Each template has a separate set of complete configurations.
The "Show customer service profile" checkbox is added to the "Latest Response" and "History Response" modules.When each response is opened, the customer service profile of the response is displayed next to the response.
The Work Order Creation Information module adds the "Bring the original attachments when the work order was created" switch,After closing, the replies no longer carry the attachments from when the visitor created the work order; Attachments added by themselves when customer service replies are not affected.
Work Order: Extension of Attachment Picture Preview Format
Functional Background
The picture annex at the Work Order Center supports clicking on an online large picture preview,However, heic (iPhone default photo format), WebP (web / IM common format), jfif, dng four types of formats are not within the scope of preview.Customer service can only be downloaded locally and opened with an external tool. Images uploaded by iOS customers are generally heic.Customer service requires "Download → Switch Tools → Open" for almost every order,A single diagram shows the link being long and inefficient.
Therefore, we need to expand the format coverage of online previews,Make these four types of photo attachments also available for direct preview by click.
Function Description
Enter: Where each attachment in the bill of labour center is displayed (dialogue / contact record, question description, attachment type field, mail attachment) -> Click picture attachment
Heic / heif, WebP, jfif, dng four kinds of image attachment support click on the online big picture preview,The customer service workstation takes effect simultaneously with the management back-office.
Work order processing: time of last call field
Functional Background
The billing-related fields in the billing list are currently only "the time of the first billing" and "the number of bills." Companies that have requirements for a time limit on the response to a notice,Work orders that "have been called within the last 24 hours" or "have been more than 48 hours since the last call" could not be retrieved.
Therefore, you need to fill in the "Last reminder time" field,Provide administrators and seats with the ability to display, sort, and filter work orders according to the time of the latest request.
Features Description
Access: Work Order Center -> Work Order Processing Lists -> Row Settings -> New the "Last Call Time" field in the Work Order Handling group.
The column settings for all 12 filter menus under billing (custom queries, my bills to be processed, in groups / all bills, etc.) add the "Last billing time" field.
Custom queries: Add indicator descriptions to work order processing fields
Functional Background
The fields under the custom query "work order processing" group do not have any type explaination,Users can only visit help documents or consult support,Costly to understand and easily misinterpret statistical results.
Therefore, you need to provide locally visible indicator descriptions for these fields,Reduce the cost of understanding and misuse.
Features Description
Enter: Work order center -> Custom query -> i icon next to page title
Mouse over the i icon that is already next to the page title,Dxplaination The bullet layer is based on the explaination on the original page,Indicators for the 20 new fields in the Work Order Processing subgroup
Work Order Docking Page: Pass Customer Docking ID (partnerId)
Functional Background
The billing-to-bill page (a third party page that embeds the details of the billing) already carries customer service identification parameters when requested,But you can't get "which customer is currently dealing with" - third-party pages can't automatically locate to the corresponding customer; And when customer service switches work orders in a loaded docking page,The page does not reload,The third-party page still stays with the previous customer.
Therefore, it is necessary to add the docking ID of the associated customer of the current work order in the docking page reference,It also supports dynamic refresh when switching work orders.
Features Description
Access: Work order center -> Work order details -> Docking page (third party systems access according to new parameters)
When requesting a connection to a page,Append partnerId to existing parameters,The third-party page can be targeted to the corresponding customer the first time it loads.
After the connection page has loaded,When customer service changes work orders resulting in a change in partnerId,The ticket center sends the latest value to the page through postMessage,The third party refreshes to the corresponding customer accordingly,There is no need to reload the page.
SDK: Hongmeng worksheet plug-in upgrade
Features Description
Hongmeng (HarmonyOS) side SDK work order plug-in is still stuck in V6,The Android side has completed the V7 upgrade and landed a number of guest needs,The ability of the HUAWEI end is lagging,Customers using Hongmeng App access cannot get the same work order experience as Android.
Work order custom status adapts to dynamic content, problem description displays attachments, attachment type custom fields (up to 50 attachments can be uploaded), maximum number / size of attachments, upload blocking prompt optimized
Work order plug-in authorization instructions, field explaination displays,Reply records text format consistent with desktop web pages
Multilingual SDK Available in 23 languages (Chinese / Chinese / Mandarin / English / Japanese / Korean / French / German / Spanish / Portuguese / Italian / Netherlands / Russian / Poland / Türkiye / Arab / Persian / Urdu / Hindi / Thai / Vietnam / Indonesia / Malay / Khmer),Support for RTL image layout
SDK: Remind visitors after message is answered
After a visitor submits a message in the SDK chat window,Customer service replies are communicated to the visitor via a message on the session page. After the company closes the message switch,The alert queries were closed together,Customer service replied to the historical message and the visitor had no way of knowing. Reminder queries are only triggered by page navigation,The app cuts back from the background to the front desk without consulting,Visitors go back to the session page and still don't see a response. After the message switch is turned off,Visitors cannot continue to respond to this message when they see a response.The conversation was interrupted.
Therefore, we need to optimize the message reply reminder mechanism on the SDK side,Ensure that reminders are accessible, perceptions are timely, and dialogue is closed.
Features Description
Portal: App Integrated Wisdom Teeth SDK -> Session Page Message Reply Tip Bar
The message switch no longer limits reminder queries - even if the company has turned off the message function,After customer service replied to the historical message,Visitors who enter the session page will still see the "Your message status has been updated" prompt.
The reminder query trigger time is extended from "Page navigation" to "Page back to the front page,"Lock screen unlock, App from the background cut back to see the latest reminder,There is no need to exit and move on.
After the message switch is turned off,Visitors can still reply to historical messages in the message history.Let's finish.
Management Center
Customer Service Desk: Service summary module performance optimization
Functional Background
The customer's service classification system is huge,When customer service fills out a service summary and launches a service categorization drop-down on the workbench,The classification tree loaded slowly, the page was noticeably sluggish,Influences the efficiency of summary after the session ends.
Therefore, the service summarization module needs to be optimized for performance,Let the process of selecting categories, filling fields, and saving remain smooth under large categories.
Features Description
Entry: Customer Service Desk -> Session -> Service Summary -> Service Classification
The service classification selection box has been upgraded to "Load + Search" mode: When opened, a primary classification is displayed,Click on the parent hierarchy to load the next hierarchy as needed,No longer load all categories at once.
Service summary: cap on service classification imports is loosened
Functional Background
The number of service classifications actually maintained by customers (multi product lines, multi-level classifications) of the classification system has approached the maximum of 10,000.Subsequent categories cannot be imported or added.
Therefore, the cap on the number of service categories needs to be loosened,Support larger scale classification system maintenance.
Features Description
Access: Management Center -> Service Summary -> Service Classification -> Import
The total scope of service categories was adjusted to 20,000.
The maximum number of rows imported on a single import is adjusted to 20,000 rows.
The maximum import file size is adjusted to 20M.
One-Point Login: No Access to Direct Customer Service Work Desk Record Page
Functional Background
Customers embed smart teeth into their own systems for use,Free access via Single Login (SSO),Provide employees with access to various functions in a self-built menu. Existing single sign-on parameters that specify landing page parameters only support administrative background pages,No access to the records page in the customer service desk,Employees need an extra jump to find when they view session records and message records.
Therefore, a single sign-on is required to support the designated page of the customer service work desk without access.Let customers build their own menus to open the corresponding records page with one click.
Features Description
Entry: open platform single login interface (login _ url),Specifying the landing page with the redirect _ url parameter
The redirect _ url parameter of the login _ url interface supports two new customer service workbench pages:
Online Session Recording (Customer Service Desk -> Recording -> Online -> Online Session recording)
Online Message Recording (customer service desk -> Recording -> Online -> Online Message recording)
Group Group Management: New Copy Button in the Action Bar
Functional Background
Enterprises often need to configure a large number of grouped rules that trigger a highly similar set of conditions with only different individual conditions.Existing grouping rules do not have replicability,You can only build item by item from zero and repeatedly configure to meet the conditions.It is inefficient and easily misfitted.
Therefore, you need to add a copying function to the grouping rule list,Let similar rules be generated by fine-tuning on top of existing rules.
Features Description
Access: Management Center -> Business Settings -> Guest Group Group Management -> List Actionbar -> Copy
Add a copy button to the list action bar between Edit and Delete. Immediately after clicking, generate a copy and go to the edit page: Satisfy the condition (including all the condition items, and / or logic, target grouping) Bring it in full,Users only need to modify the differences and save them.
Localization - Multilingual: Translation service upgraded to Google Translate Only overseas
Functional Background
The translation service is used to translate conversation messages into the language set in the workspace. The existing Amazon translation engine has a problem of language recognition in small languages such as Persian and Arabic.It caused a translation error,It affects the quality of dialogue translation for customers in these language areas.
Therefore, it is necessary to upgrade the translation engine to Google Translate, which has a wider coverage of languages and a more stable recognition.
Features Description
Access: Management Center -> Public Settings -> Localization -> Multi-Language -> Business Home Language Management -> Translation Services
The "translation service" optional engine has been adjusted from Amazon / Big Model to Google / Big Model,Businesses that originally chose Amazon Translate will automatically switch to Google Translate.
Localization - Multi-Language: Import & Remove Experience Optimization
Functional Background
The multilingual content removal confirmation window does not inform whether the content has been cited,Users cannot predict the impact of deletion,Easily delete content that is still in use; If the title repeats the deleted content when importing,The system covers the data to deleted records that are not visible on the page.Still indicating "Import successful,"It causes misinformation.
Therefore, we need to optimize the deletion and import process,Make the removal impact predictable and the import results real.
Features Description
Access: Management Center -> Public Settings -> Localization -> Dynamic Content
When you delete references to multilingual content,The confirmation pop-up lists the scenarios for which it is referred (session settings / reception plans / mail templates),Also stating that the multilingual configuration of the referenced location will expire after deletion,The user knows before deciding whether to delete.
If the title of the imported content is duplicated with the deleted content,The bank found the import failed and did not cover old records,Include reasons in the report.
Mission centres import reports by " Success X (Add A,Update Article B) / Fail Article Z " Statistics,You can download a problem report when an update or failure exists,Identify problem fields and causes line by line
Nexus Online Channels
Customer Service Desk: input box supports rich text and picture mixed formatting (Launched on September 10th)
The session input box on the customer service workbench is a plain text box: customer service cannot edit the text format; Inserting formatted content from a knowledge base or quick response will be compressed to a single line of plain text; Pictures can only be sent one by one,A question with multiple graphs needs to be posted many times,Engineering customers are particularly inefficient at sending drawings in bulk every day
So you need to upgrade the input box to a rich text editor,Supports format editing, authenticated inserting, and image / file mixing for bulk sending.
Features Description
Enter: Customer Service Desk -> Session Input Box
Upgrade the input box to a rich text editor:
Rich text editing: support bold, italics, hyperlinks, headings (H1 / H2), ordered / unordered lists, inline code, code blocks,Triggered by checking the float bar or Markdown syntax.
Insert content from knowledge bases and quick responses in the same format (including complex formats such as tables),No longer flattened into plain text.
Text / file mixing: text, pictures, and files can be mixed together as a single message,Keep the context.
Multiplely select pictures / files at once (support box selection, drag in folders),The waiting area displays thumbnails and upload progress,You can delete, sort,Send with one click; The default maximum number of attachments per single attachment is 10,Can be expanded to 100 / 200 by value-added package
Own channel (web / SDK) customer service side and customer side presentation consistent; Third-party social channels are automatically downgraded / discarded according to the capacity of each channel,The customer service side still shows up as one
Session Attachments: Download Retain Original File Name
Functional Background
Attachments sent and received in an online session,The file name obtained from the download is not the original name when sent,It's random characters after the system rewrites them,The other party downloaded it but couldn't identify it or archive it,Multiple attachments are easy to confuse.
So you need to have the attachment returned to its original file name when it was downloaded,At the same time, safe cleaning ensures that no risks are introduced.
Features Description
Access: Customer Service Desk / Guest Side -> Session Attachments -> Download
The file name downloaded by the attachment is restored to the original file name displayed when sent / received,Normal files with Chinese names, spaces, and common symbols are exactly the same when downloaded as when sent. Only when the original file name contains dangerous characters,Minimize the cleaning of this part (replaced by underline),It does not affect the use of documents.
Customer Service Desk: Required identification for customer information display
Functional Background
CRM "customer fields" configuration can be set as required customer fields,There is also a mandatory verification when saved,But the customer information panel on the customer service desk doesn't have any identification for required fields - the customer can't see which ones are required before filling in.Only discovered when the saved is intercepted,I repeatedly went back to work.
Therefore, you need to add a mandatory identification in the client information panel on the workbench,Keep the configuration end and the usage end ports consistent.
Features Description
Enter: Customer Service Desk -> Customer Information Panel
In the CRM configuration as a required customer field,The required identification (red asterisk) is displayed in the corresponding field in the workbench client information panel.Non-required fields are not displayed; After the administrator adjusts the mandatory configuration,When the panel reloads, the latest identifier is synchronized. Keep the validation logic unchanged,Identify sources with identifiers
Session Settings: Session Attachment Upload Size Limit Configuration
Functional Background
The size of the attachments uploaded by the visitor and the customer in the online session is limited to the fixed value of the system (200MB for the visitor and 50MB for the customer),It cannot be configured. Engineering design and other industry customers daily transfer CAD drawings, packages and other large files,Visitors can send the original file to customer service,However, the outcome document after customer service processing is generally larger than 50MB,There's no way to send back that,The file flow broke down on the customer service side.
Therefore, you need to support enterprise self-configuration of the upload size limit for session attachments,Close the "Visitor Upload → Customer Service Return" closed loop for the full file flow.
Features Description
Enter: Online Customer Service -> Settings -> Session Settings -> Accessories Settings
After purchasing the "Data Storage Resource Package" value-added service,You can configure the maximum size of attachments uploaded by the guest side and the customer service side respectively.Range 1 ~ 200 MB,Both ends take values independently,It takes effect in real time upon deposit.
Set Menus: Messaging Pushed Separately into Menu Pages
Functional Background
The online customer service "Settings" menu structure is adjusted,The original flattened dozen pages took in five subgroups: channel deployment, visitor settings, business settings, service operations, and system docking. The "Message Push" configuration is currently a tab in the "Session Settings,"The same nature of the docking configuration as enterprise-owned servers,But the location is hidden in the business configuration page,It's not easy to find.
So you need to configure the message push as a separate menu page,Hang in the System Docking subgroup,Let the menu structural adjustment come into full effect.
Features Description
Enter: Online Customer Service -> Settings -> System Docking -> Messaging
Reception Program Settings: Add a copy button in the toolbar
Functional Background
There are a large number of highly similar reception schemes in actual delivery - the reception patterns, referring visitors, and the already existing schemes are exactly the same.The differences are only in a few configurations, such as speech. Existing solutions can only be deployed from zero,The same content needs to be re-selected,There is a lot of duplication of labor and easily a mismatch.
Therefore, there is a need to add a copying function to the list of reception programmes,Use existing schemes as templates to generate new schemes with one click,Just change the differences.
Features Description
Enter: Online Customer Service -> Settings -> Reception Program Settings -> List Actionbar -> Copy
Clicking "Copy" creates a new scenario as a template for the selected scenario: the hospitality mode, the reference to the guest side, and the entire configuration of the scenarios.The programme name is automatically named "original programme name (serial number),"And automatically go to the new scenario edit page for tweaking
Online message forwarding: visitor message push supplementary subchannel fields
Functional Background
Customers who use the online message forwarding API,After the chat message is pushed to the business system in real time,You need to know which sub channel the visitor is coming through,In order to attribute business behavior to specific distribution channels. Currently there are no subchannel fields in visitor messages pushed in real time,Session-level channel details are not pushed until the session is over,The interval can be several hours,There is no timely attribution.
Therefore, subchannel fields need to be added to the real-time push content of the guest message.
Features Description
Entry: Online Message Forwarding API -> Guest Messages
Add a "subchannel" field to the visitor message push content,Fully distributed by default, no configuration required,The new field is backward compatible and does not affect existing client parsing.
Session Record: Supplement App version number and phone model number fields
Functional Background
Sessions accessed through the app channel,Customer service can see the App version number and mobile phone model in the access information when "my session" enters.But after the session ends, go to Session Records to view the same session.These two line fields are gone.
Therefore, you need to restore these two fields in the client information of the session record,Alignment with the presentation calibre when the session is going.
Features Description
Access: Customer Service Desk / Management Backend -> Session Records -> Session Details -> Customer Information -> Access Information
The Access Information group for the app channel session is complemented by the presentation below the System field App version number, phone model Two lines,The values are consistent with when the session is taking place; The Historical Stock App session also works.
customer service statistics: new indicators for log-in time, busyness rate, and proportion of online time
Functional Background
The "work status" page for customer service statistics lacks indicators of total log-in time and percentage - it is not clear how long the customer service has accumulated log-in, how much is online during log-in and how much is busy.The existing hours utilization assessment calibre in the older version cannot be used.
Therefore, we need to complement the three indicators of log-in time, busyness rate, and online time percentage.
Features Description
Enter: Online Customer Service -> Data Statistics -> Customer Service Statistics -> Work Status
The table adds fields for log-in time, busyness, and percentage of online time
Message Management: Bulk response supports quick and intelligent responses
Functional Background
Message bulk reply currently only supports sending manually entered text content. When customer service processes similar messages in bulk,You cannot directly use maintained quick response callbacks or knowledge base answers,The same content needs to be pasted manually,The efficiency is low and the calibre is not uniform. Therefore, you need to make bulk responses support the selection of quick response templates and knowledge base intelligent responses.
Features Description
Enter: Customer Service Desk -> Message -> Response in bulk
Quick Response: Select Quick Response Template directly as the bulk reply content
Intelligent Response: Select Knowledge Base Document Answers as a bulk response content
SDK: Hongmeng Online Visitor Terminal Upgrade
Functional Background
Hongmeng (HarmonyOS) visitor side SDK stays in V6,The Android side has completed the V7 upgrade and landed a number of customer needs and experience optimization,Multiple experiences in the same enterprise are fragmented,Overseas privacy compliance, multilingualism, comments and evaluation modules lack capacity. So we need to upgrade Hongmeng Online SDK to V7,Comprehensively align Android-side capabilities.
Features Description
Updated guest-side experience: new visuals, dark / light / adaptive themes, chat background graphics, titlebar optimization, message reference and back-end, new session time displays, welcome support images, and other capabilities
Special message switching to human alone strategy, switching to a specified group, semantic termination of a session, queuing / pre-assigned phase robot inaction, unassigned session termination strategy, asynchronous reception satisfaction trigger
Overseas privacy compliance authorized copywriting, sensitive thesaurus, heic / jfif / dng / WebP photo display, in-line video direct playback, microphone refused to downgrade recording silent video
Support languages are expanded from English and Chinese to 23 and visitors can switch languages.Support for RTL image layout
The message module is reconstructed as V7.Secondary Satisfaction Evaluation (Likes / Steps) Appropriate
Multilingual: Visitor side supports Midian, Khmer (including SDK)
Features Description
Guest side / SDK is effective with language pack update
The Khmer language can be chosen in the robot configuration,Robot Q & A allows users to interact naturally in Khmer; Knowledge centres simultaneously support Khmer language content.
Visitor side (including SDK) interface language added Mantian, Khmer.
Customer Service Status Audit: repair Vulnerability of offline switching to bypass audits
Functional Background
After you turn on the "Customer Service Switching Status Audit,"Switching customer service from online to non-receipt status such as busy, idle or otherwise requires an administrator's review.But there is a bypass: cut offline first (no review),Cut from offline to busy again,Customer service can plan and manage in this way.
Therefore, "offline switching to non-resident status" needs to be included in the audit,Close the loophole and bypass it.
Features Description
Enter: Online Customer Service -> Settings -> Customer Service Settings -> Customer Reception Status -> Customer Service Switching Status Audit
The scope of the audit trigger is based on the status quo "online → non-reserved status,"New coverage "Offline → Non-Hosted Status" (Busy, breaks, training, meetings, meals, events) - Customer service can no longer bypass audits by going offline. The remaining switches remain free of review: switching offline / off-duty, switching back online, and switching between non-receipt status are unaffected.
Asynchronous reception: VIP / designated customer priority allocation for the session to be allocated
Functional Background
Under the asynchronous reception mode,Transfer the human session to the list to be assigned,The existing "priority distribution rule" can only be ranked by time of entry (earliest / latest),Do not distinguish between customer priority - VIP customers, commitment customers can not be given priority,It's easy to cause complaints.
Therefore, it is necessary to fill up the VIP and specify the customer priority rules in the asynchronous pending allocation link.Alignment with the real-time mode calibre.
Features Description
Entry: Online Customer Service -> Settings -> Session Settings -> Pending Assignment List Settings -> Priority Assignment Rules -> [VIP Customer Priority Assignment] [Specify Customer Priority Assignment] Switch
When it turns on,The system assigns customer service a hierarchy of sessions by priority when a session is assigned: VIP Customer > Designated Customer > General Customer,Use the existing earliest / lastest chronological order within the same layer; When the customer is a VIP and a designated customer at the same time, the VIP layer is processed.
Asynchronous hospitality: Optimization of awaiting allocation mechanism
Functional Background
The asynchronous reception model eliminates queuing and message mechanisms,Transferring human sessions into a pool to be allocated automatically,However, the lack of real-time mode limits work hours: after work, customer service will receive a session if it does not reach the status; Customer service, which logs in first when going to work, takes care of all the backlogs in one fell swoop. Administrators manually allocate empty sessions that have not been messaged by customers; Visitors who went ahead during non-working hours did not know when they would get a response.
Therefore, there is a need to fill the gaps in the asynchronous model in terms of work-time constraints, distributional equilibrium, and visitor expectation management.
Features Description
Access: Customer Service Workbench -> List of Scheduled Sessions; Online Customer Service -> Settings -> Session Settings
No message filtering: Add the "No message" filter to the list to be assigned,An administrator can filter out empty sessions where a customer has not sent a message in one step when manually allocating or batch cleaning.The caliber is consistent with the automatically assigned "Skip messageless session."
Allocate inspection work hours: When the customer service status changes, the reception space is empty, and the reception ceiling is increased, triggering allocation,Check whether it is currently during work hours,Non-working hours are not allocated.
Distribute evenly at work: Add a "Start of work" allocation trigger,Backlog sessions at work are distributed evenly at once among already online customer service,It is no longer entirely carried out by the first sign-in user.
Non-working time speeches: Visitors who are in line during non-working hours can receive exclusive messages with an expected response time (configurable).
Asynchronous Reception: List of to-assigned sessions supports subchannel filtering
Functional Background
The next channel often has multiple numbers (subchannels),Correspond to different brands, regions or business lines, The existing "customer source" filter for the list of sessions to be assigned only goes to the channel layer (WhatsApp / Facebook, etc.),The conversations of various numbers under the same channel are mixed together,Operations cannot rely solely on a certain number of to-assigned sessions for targeted targeting and managing.
Therefore, you need to filter the list to be allocated and drill down to the access number (subchannel) layer.
Features Description
Access: Customer Service Desk -> Grouped Sessions -> Assignment Sessions -> Filter entries
Channel Type: multiple channels (desktop website / WhatsApp / Facebook, etc.),Accept the original filter values;
Access to advice: Select a specific access number (a WhatsApp number, a Facebook page, etc.)The candidate options narrow with the channel type selected,Select to accurately filter to the number
Satisfaction Evaluation: Support limited frequency of invitations
Functional Background
There is currently no limit to how often a satisfaction rating can be reached: the same visitor enters the line multiple times a day,At the end of each session, an evaluation invitation is triggered,High-frequency consulting clients (such as game VIP players) are repeatedly disturbed,There is also a risk of maliciously repeating the evaluation.
Therefore, a configurable cap on the frequency of invitations is required,Control how often evaluations of the same visitor are reached
Features Description
Enter: Online Customer Service -> Settings -> Session Settings -> Satisfaction Evaluation -> Evaluation Rules Settings -> Evaluation Limits
When turned on, you can configure the maximum frequency of invitations for the same visitor (by default once every 24 hours): If an invitation for evaluation has been sent to that visitor during the cycle,Subsequent conversations are no longer repeated,Both automatic reviews and customer service manual reviews are limited in frequency,Evaluations initiated by customers are not affected
App Market
App Comment Support for Export
Functional Background
Existing app review pages can only be viewed online,Can't export it,When the number of comments is large (thousands of comments per application alone), it is only possible to transcribe them manually.It is inefficient and leaky.
Therefore, we need to add export capabilities for app reviews,Export the filter results to Excel for analysis.
Features Description
Enter: Customer Service Desk -> App Store -> App Review -> Export
Click Export to press Current Selected Applications + Current Filter Conditions Submit the export task,The task is generated asynchronously and does not block the page,Once finished in the task center - export the task download file,The maximum export capacity is 50,000 pieces per single export.
Quality inspection
Quality inspection: sampling rules are updated to sampling by proportion of customer service per person
Functional Background
The existing "proportional sampling" is a sampling of overall records,Customer service with high volume will account for the vast majority of the sample,Customer service with low volume may not get a single call; "Sampling by customer service per person" is a fixed N per person,It does not reflect differences in volume.
Therefore, there is a need to add a "sampling by proportion of customer service per person" rule,Complete the "person × proportional" sampling method.
Features Description
Enter: Quality Control -> Session Quality Control / Call Quality Control -> Task Allocation, Quality Control Scores -> Sampling Rules Drag-down
Group the results of the screening by customer service,Each customer service representative took a sample according to the proportion of their respective record numbers x the amount filled out,Remove up and draw at least 1 bar per person
CRM
Business Records Component: New SMS records
Functional Background
The business records component currently aggregates records of sessions, calls, and work orders,There was no text message alone. Customer service and operations cannot see the associated SMS messages when they view customer transaction records.I need to check the SMS module separately,Records are not aggregated.
Therefore, you need to add SMS records to the business records component,Make text messages and other types of records unified and traceable.
Features Description
Access: The Business Records component (all pages referenced to this component are valid uniformly),Add the [SMS] tab in the tab bar
The SMS tab displays a record of SMS messages sent by the current business object.Each recorded one card,Includes sending time, sending status, SMS template, cause of failure,Click on "Details" on the card to jump to the sending details of the text message.
