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Product Updates: July 2, 2026
Overview
This overseas version of the product is updated,around Globalized multilingual services, AI-powered voice-based intelligent reception, operation of cross-border social channels, full-process service control, platform security, and data management. The core direction,Complete a full product line capability iteration.Focus on upgrading overseas AI voice interactions, enhancing a multi-language, global service system, and strengthening WhatsApp’s capabilities for cross-border marketing.At the same time, we can optimize the efficiency of all-process communications, customer service, and billing.Enhancing platform security and data operation capabilities,It is fully adapted to the cross-border multi-channel and multilingual service operation scenario of overseas enterprises.
Upgrade of AI-powered reception capabilities.Voice conversation services are more mature overseas
Speech basic capabilities upgrade: expand overseas TTS tone, ASR speech recognition channels,Add a custom pronunciation dictionary,Unify the standards for AI-generated speech synthesis.Effectively improve speech recognition and broadcasting in overseas scenarios.
Optimization of conversational interactive experience: new large model slow response custom protective speech,Supports call interruption switching and personalization of sensitivity,Resolving problems such as chatty, interrupted or unanswered,Improve the stability of the reception.
Globalized language adaptation: new multi-lingual adaptation in robotic question and answer and knowledge centers,Covers multinational user reception scenarios,Strengthen global AI intelligence service capabilities.
Optimization of all channel service capabilities,Improving Cross-Border Calls and Customer Service Experience
Call center scheduling and statistics are upgraded: there are new sub-synchronous and co-synchronous scheduling models,Optimize call indicator calibre and reporting ability,Relax the data screening cycle,Custom signs support numerical displays,Call data recovery is more accurate and intuitive.
Process interface and multi-language adaptation: expand the core capabilities of IVR interface, call trigger, message transcription, etc.Improve the rewriting interface field; The whole chain is suitable for many languages, such as Korean, Hindi,Covers all scenarios such as workstation, phone note, visitor's desk and so on.
Enhanced online customer service operational capability: optimizing the human-machine co-service logic and multi-platform workstation usage experience,Added customer messaging risk control and data report subscription capabilities,Suitable for overseas cross-border e-commerce docking scenarios such as Shopify.
The work order process is deeply iterative,Precision control of cross-border business flows
Process automation capabilities expand: new process backtracking, node flow notifications, and automated inheritance capabilities for task customer service,Combined with multidimensional artificial view filtering conditions,Satisfy the need for automated flow of complex cross-border work orders.
Basic capabilities and data upgrades: increase the upload ceiling for attachments to work orders,Support custom work order query report subscriptions,Significantly improves the efficiency of managing and reconciling high volume and high frequency work orders.
Exception scenarios and refined control optimization: fix mail-generated work order exceptions,Improve the full link interface field and OLA time control,Optimize the display style of work orders, automatically filter abnormal customer service accounts,Standardize the entire process management of work orders.
Platform ecosystem and cross-border marketing upgrade,Global operations are more secure and controllable
Platform customization and security strengthening: improving the translation system for Khmer, Hindi and other minor languages,Support workbench custom corporate logo,Enlarge the upper limit for field storage on the platform; Optimize account security mechanisms,Encryption forces offline historical devices,Ensure the security of enterprise data.
Mobile terminal and CRM capability perfect: Adapt CRM customer unique identity,Customer service APP adds multi-dimensional real-time monitoring, call statistics and satisfaction reports,Effectively repairs call offline exceptions.
Comprehensive strengthening of overseas social channels: upgrading basic marketing capabilities of Messenger and WhatsAppFully expand WhatsApp API capabilitiesNew features such as retweeting and identification of user marketing preferences,Significantly improved cross-border messaging stability and refined operational capabilities.
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 =OptimizationBreathing into a large model robot
Doraemon Tone (TTS): Extended Channel
Features Description
"Robot Settings → Voice Settings → Robot Tone → TTS Broadcast" has added 4 TTS channels,Covering streaming TTS, multilingual broadcast and other scenes,It facilitates flexible configuration of outbound customers by geography and language. The new channel is called "Trial Version."
Note: When the TTs channel of the Doraemon tone is "Channel Au,"The identification channel for Customer Speech Recognition (ASR) must also be "Channel Au."
Customer Speech Recognition (ASR): Extended Channel
Features Description
Three new ASR channels were added to "Robot Settings → Voice Settings → Customer Speech Recognition Model → ASR Recognition."Covers multilingual streaming ASR scenarios. The new channel is called "Trial Version."
Note: When the identification channel of Doraemon Customer Speech Recognition (ASR) is "Channel Au,"The TTs channel page for the tone must be "Channel Au."
Pronunciation dictionary management: TTS synthesis pronunciation unified correction
Functional Background
TTS synthesis has problems with pronunciation incorrectly in scenarios such as polymorphism (e.g. "Midway" reads zhōng xíng instead of zhōng háng), special names, brand names, and English abbreviations (e. g. "GitHub" is read as a whole word),There is a need for a unified pronunciation dictionary at the tenant level,And can be reused in multiple TTS scenarios.
Features Description
The Management Center → Business and Rules adds a module on pronunciation dictionary management,Support new / edit / delete pronunciation dictionaries,Terms can be manually entered or TXT file batch import.
In Robot Settings → Voice Settings → Robot Tones, add the phrase "pronounce dictionary" field.You can drop down to refer to a configured dictionary.
Dictionary entries are used to replace the pronunciation of the target word in TTS synthesis,Independent of existing ASR hot word capabilities.
Support for Cascading Custom Speech When Large Models Are Too Slow
Functional Background
Large models generate responses in complex scenarios with response latency,A long period of silence can make customers hang up.
Features Description
Robot Settings → Voice Settings adds a large model to generate timeout-delay speech configurations,Support custom prompts such as "Please wait" to reduce the experience loss caused by silent time.
A maximum support of 10 articles,Models were randomly selected for broadcasting
interrupt settings and interrupt sensitivity
Features Description
In the Robot Settings → Voice Settings, add the interrupt settings and interrupt sensitivity switches.The enterprise can control the interrupt behavior of the customer voice to the robot and trigger the threshold according to the business scenario.
call center
Call Skills Group: In-group seat allocation supports both up-and-down modes
Functional Background
Previous models such as "round robin / idle / first idle" were answered in a single seat,Some companies want to increase the speed of access,I need a call to ring multiple seats at the same time (simultaneous ringing),Or ring a number of seats in a sequence (synergization).
Features Description
Call Center → Business Rules → Skills Group Management → Seat allocation within Groups. Add the [Allocation Mode] configuration:
A positive boost : In preset seating order,Each seat rings the bell for a specified time and moves to another seat.
Tong Zhen : ring the bell at the same time for many seats,The first receiver grabbed the call.
When switching to positive / coherent resonance,The page strongly suggests that you close the "call ring unanswered" seat,Avoid logical conflicts.
Note: When a sine / sine resonance is enabled,The calibre of statistical indicators such as speed dial determination and ring answering will be adjusted simultaneously.
Customer speed hang time: compatible sine and sine scenarios
Functional Background
Speed lock duration is used to identify customer active lock behavior,The original caliber is calculated only according to the time period of a single seat belt,In a situation where multiple seats are ringing, it is not possible to correctly determine.
Features Description
The speed lock duration calibre is adjusted to "the time from the first effective ringing to the time the customer hangs up,"The bell can be correctly identified during a positive / equal oscillation of multiple seats.
calibration of indicators such as receiver number / receiver unreceiver loss
Functional Background
The indicators related to the original vibrator are as follows Side of the seat The vibration starts to the vibration end "Calculate,The cathode is not unique in the resonant / coherent multi-seat ringing scenario. The current period is uniformly adjusted to: The first time a bell has been rung effectively Start until the ringing ends. "Make the meaning of indicators comparable and reproducible in multi-seat scenarios.
Features Description
Indicators of vibration related to the following reports and monitoring pages:
| Reporting / Monitoring | Indicators affected |
| "Statistics → Relay Number Report" | ≤ 10 / 10-20 / 20-30 / 30-40 / 40-50 / 50-60 / > 60 Seconds of unplugged ring loss (7 items), 10 / 15 / 20 / 25 / 30 Seconds of receiving ring (five items) |
| "Incoming call loss analysis" (repeater number & skill group dimension) | ≤ 10 / 10-20 / 20-30 / 30-40 / 40-50 / 50-60 / > 60 Number of unplugged ring calls in seconds (7 items) |
| "Statistics → Skills Group Report" | Statement of the same relay number (7 unanswered ring losses + 5 ring answered ring) |
| "General → Large Screen Monitoring → Real Time Skill Group Monitoring Indicators (Current Skill Groups)" | 20 seconds of ring answering |
Procedural changes (for example, "≤ 10 seconds of unplugged ring loss,"The remaining indicators are adjusted synchronously under the same rules:
Original Case : In an unanswered phone call, Side of the seat The time between the start and end of the ringing ≤ 10 seconds number of calls.
New copy : In an unanswered phone call, The first time a bell has been rung effectively Time from start to end of ringing ≤ 10 seconds number of calls.
Large screen monitoring "20 second ring answering" synchronized adjustment:
Original Case : In the first phone call that was answered within the last queue of skilled workers,This skill group calls during the call process Side of the seat Frequency of ringing (from the beginning of the ringing to the end of the ringering) ≤ 20 seconds number of calls.
New copy : In the first phone call that was answered within the last queue of skilled workers,This skill group calls during the call process The first time a bell has been rung effectively Duration (from the start of the ring to the end of the ringer) ≤ 20 seconds number of calls.
Note: When the above indicator is cited by other derived indicators,Derived indicators will also change as a result,Synchronize the caliber of your data analysis and your operational colleagues.
Statistical Reports: Screening range for hourly reports / semi-hourly reports is extended from 10 days to 31 days
Functional Background
The original hourly / half hourly filter window is only 10 days,We cannot cover a full month of calibration analysis.
Features Description
The small print / half hour print time filter for the following reports was adjusted from 10 days to 31 days:
"Statistics → Sectoral Statements"
"Statistics → Relay Number Report"
"Statistics → Skills Group Report"
"Statistics → Seating Statement"
"Statistics → Incoming Robot Report"
"Incoming call loss analysis" (repeater number & skill group dimension) ）
Open platform corresponding query API (department report, relay number report, skill group report, agent report, incoming robot report) query time range synchronously relaxed to 31 days.
Call trigger: trigger conditions add "first-time locked robot" and "hanging party"
Features Description
Call Center → Business Rules → Call Trigger. When the trigger event is "end of call,"Add the following trigger conditions:
For the first time, a robot was locked in.
The hanging party
Trigger the recording to synchronize the addition of corresponding condition logs,It makes it easy to trace back after the fact.
IVR and Doraemon: Interface request node supports GET requests
Features Description
The interface request node in the following scenario supports the GET request mode:
Call Center → IVR → Interface Request Node
Calling robots → Robot administration → Interface request nodes
Outgoing bots → Robot administration → Interface request nodes
To meet the needs of some customers' business systems that only provide GET interface.
Automatic rewriting of message files
Functional Background
The original message file is provided as audio attachments only,Seats and work order handlers need to listen to each piece,The processing was inefficient.
Features Description
The “Call Center → Advanced Settings → AI Assistance → ASR Transcription” feature now includes an optional checkbox for “Automatically Transcribe Voicemails.”
After checking: After the message call has ended and the message recording file has been uploaded successfully,The system automatically calls the ability to transcribe recording files,Transwrite the text into the conversation record,There is no need for seats to manually click "Rewrite" to trigger.
Not ticked: maintain the original artificial trigger logic,Seats can manually click the "Rewrite" button on the message details to rewrite.
Note: This capability dependent tenant has enabled "recording file transcription" and purchased the corresponding ASR resource pack; This check option is hidden when it is not enabled.
Customer Service Desk: Support Korean
Features Description
The core module of the customer service workbench has been updated with a Korean language interface,Coverage:
Current call settings, outgoing task settings
Calls I'm involved with, calls from my skills group, calls in my department
Traffic Management, Message Management
My internal calls, my outgoing calls, and my contact plans
Calls (my call), SMS components
Seat Monitoring and Statistics: Support for Korean Language
Features Description
Customer service desk → Seat monitoring, skill group monitoring, and my call statistics added Korean,Synchronized support for multilingual indicator management (indicator name + interpreted copy).
Phone Bar Component: Support for Korean
Features Description
"Development Platform → Calling Capability → UI Phone Strip Component" and "Customer Service Workbench → Phone Strip" have added Korean interface.Switch synchronously with tripartite system integration.
Web-side call ringing supports enterprise customization
Functional Background
The seat call ring on the original web page used the system's default sound,Some companies want to unify into their own brand audio or more recognizable ringtones.
Features Description
Settings - Call functionality settings,New enterprise custom audio upload portal,After configuration When a web server receives a call or the phone is ringing Play an enterprise custom ringtone,After the seat received the call, the bell stopped and the call entered.
Custom signage: Linear and columnar charts support displaying values
Features Description
Custom signage Linears and columnars support displaying values directly on a chart,You don't need to hover over to see,It facilitates conference presentations and comparative analysis.
IVR: transfer robot reception does not buy when the display did not buy tips
Features Description
"Call center → IVR → transfer robot reception node" When the enterprise does not purchase the ability of incoming large model robot,The configuration page displays an "unpurchased" prompt and provides a purchase entry,Avoid configuration and cannot be effective.
Process canvas: Expanded width of the list of nodes on the right
Features Description
The width of the list of nodes on the right side of the call center / sales center process canvas is widened by the original value,The node names are shown in full,No longer does the omission cause misselection.
Task import: Data refresh optimization after high volume data import is completed
Features Description
The data refresh is optimized logically after the high volume data import of the outgoing task,When the import is complete, the list is updated synchronously with the statistics,Avoid experiencing a "import completed but list not refreshed" sensation.
Real-time transfer push interface: add agent side ID and code fields
Features Description
New fields for the open platform call real-time redirection push interface:
Agent Side ID
Seat side coding
It facilitates third-party systems to aggregate and distribute rewritten content by seat dimension.
Online Customer Service
Manual only / Manual priority reception scheme no longer triggers the robot to switch to manual speech
Functional Background
When the reception program is set to "manual only" or "manual first,"The conversation shouldn't have entered the bot's reception,But previously, the "successful access artificial" guiding speech was still triggered by the robot's main switch,It creates confusion for visitors,Enterprises need to avoid this by deploying additional protective robots.
Features Description
Adjust the transhuman speech trigger logic: the "access artificial success" speech is changed to be sent only after the robot (robot, robot-first mode) actually completes the transhumanization; Under the "manual only" and "manual first" model,Robot-to-human configurations and speech are no longer effective.
Customer Service APP batch transfer capability
Functional Background
The converged workbench already supports batch transfer sessions,However, the lack of customer service APP capabilities,Previously, only confirmation and rejection of single transfers were supported,Unable to receive and process batch transfer requests from PC workstations.
Features Description
Customer service APP adds a complete batch transfer capability: support from "my session" and "suspended session" batch transfer application,Support bulk acceptance / denial of transfer applications,And displayed in bulk after the transfer was successful,The maximum number of batch transfers is 1000. APP multi-language follow customer service workbench language display,It is not supported to switch separately within the app.
Invitation to comment prompts continue to be retained on the session page (including customer service APP)
Functional Background
After customer service initiated the invitation,Switch the invite review interface, refresh the workbench or exit and re-enter the session in the APP,The invitation notice will disappear,Customer service cannot determine whether a comment has been requested for the current session.
Features Description
After an invitation, the invitation prompt will remain on the session page,Refresh the workbench, switch sessions, or the app re-enter the session is no longer lost,It allows customer service to confirm the status of the session invitation at any time.
Customer service workbench transfer priority display the department in line customer service (including customer service APP)
Functional Background
In the case of frequent switching within an organization such as a hotel,Customer service needs to re-search every time they refer to a colleague in the same department.The search was inefficient.
Features Description
The customer service workbench "switch - customer service" and "switch ‐ skill group" functions are optimized to prioritize customer service that presents a "online" status in the department / skill group where the customer service is currently located,Reduce repetitive searches,Improve operational efficiency in high-frequency switching scenarios.
Workbench Images Format expansion (including mobile)
Functional Background
When visitors send images in HEIC, JFIF, DNG, WebP and other formats,Mainstream browsers can't show it directly,A crack map appeared on the workbench,Some formats visitors can't even send,The impact is particularly evident in high-frequency image generation scenarios such as e-commerce.
Features Description
The system supports receiving pictures in the above format,The back end is transferred to JPEG and displayed in the customer service workbench.Session recording export is also available; Cover all channels,Focus on supporting SDK and H5 guest side,A failure message is given when the transcoding fails.
Customer Service Desk Leaving a message. Lists and session lists add query criteria
Functional Background
Messages could previously only be searched by non-unique values such as customer nicknames,It is difficult to quickly locate the message of the target user,A second reply was inconvenient to find.
Features Description
The customer service desk,Add "Customer Name, Customer Remarks, Docking ID,"Message record search and list added "docking ID,." Historical data does not support retrieval,The new data takes effect.
New Hindi for Visitors and SDK
Functional Background
Some enterprises operate in Hindi-speaking areas,The overseas version of the reception program and customer service desks previously did not have Hindi.
Features Description
The system added Hindi support,Covers reception protocol languages, intelligent routing and message routing, guest-side and SDK entries (left to right), three-way channel language switching, human / message triggering keywords, satisfaction templates, and more.Also verify the effectiveness of automatic translation.
Conversations are no longer empty mistakenly after customer service is offline
Functional Background
Session status and customer service status are decoupled,However, the system still clears the session list after the customer service is offline,This caused the customer service to mistakenly think the session was over.
Features Description
Clear hints when customer service is offline“The session won't close,Not to be shown for the time being” ，Avoid customer service misunderstanding the session state.
"View Client Session Record" interface to complement V6 message types
Functional Background
When an enterprise performs AI analysis based on session recording interfaces,Found that the interface has an unspecified message type (e.g. msg _ type12, 13, 23),Every time a new type appears, it needs to be checked,Extend the docking cycle.
Features Description
Combine and complete the message type explaination for the View Customer Session Record interface,It also improves the open interfaces such as the online customer service API, online message forwarding API, and enterprise-initiated offline message sending API, adding new message body types.Make sure to overwrite the V6 message body.
Timed Reception Statistics Support Custom Time Dimension
Functional Background
The temporal dimension of the timed reception statistics is fixed with the time range (only 30 minutes on a single day and only 30 minutes / day on multiple days).There is no flexibility to switch by business needs,Also, it conflicts with the existing statement format.
Features Description
Timed reception statistics support the autonomous selection of time dimensions (at least 30 minutes, 1 hour, 1 day),And the dimension is not limited by a single day / multiple day time range,To meet the different needs of refinement and macro analysis.
Shopify component optimization: order number display and jump
Functional Background
When customer service communicates orders with visitors, it is necessary to manually convert the order number format, manually copy the information and then log into Shopify to retrieve it.The operational link is long and prone to error.
Features Description
The right Shopify information area while retaining the 13-bit Order ID,Add a "# + 5 digit" order number that shows the customer's perspective; Order number and customer information support clicking a jump,The new tab goes directly to the Shopify backend details page.
Risk Control of Customer Message Content
Functional Background
Some enterprises need to regulate the content of messages sent by visitors.Identify and dispose of breach messages.
Features Description
Increased risk control capability for customer message content,Covers message compliance configuration items, compliance detection, core link and message presentation alignment,And provide open platform interface adaptation,Supports the detection and handling of breach messages.
Added "Source Channel-Sub-Channel" parameter to iframe docking page
Functional Background
When customer service replies in the message log,Iframe docking page due to lack of channel source field, unable to query by channel and player ID,This makes the information unable to be displayed.
Features Description
Customer service workbench (my session, @ my session, suspended session, session record, message record) and management workbench iframe docking page added channel ID (channelId), source (subchannel,Such as the Shopify subdomain) parameter.
Whether the appSDK push support settings show customer service nickname
Functional Background
With appSDK native access,Even if the guest side is configured to not display customer service nicknames,Local push messages still carry customer service nicknames,The experience was not consistent.
Features Description
AppSDK natively accessible message pushing supports a back-end guest-side configuration that determines whether to display customer service nicknames (effective only in V7): push to the [customer service nickname] message content when ticking "Show customer service preference,"Only the message content is displayed when not ticked,The visitor-side display rules are consistent with this; Synchronize configuration changes in real time,The nickname is not displayed when exceptions such as pullback fail.
Alerts and alerts adding conditions such as "message violations" and "customer service not online"
Functional Background
Companies want to receive alerts in time in cases such as message breaches, changes in the number of customer service online, and so on.
Features Description
Expanded alarm and reminder capabilities,Additional trigger conditions such as "messaging violations" and "customer service not online / changes in the number of customers online" were added.
Session Record Export Add a 'Rate Type' field
Functional Background
The new session record export lacks the comment type field already available in the older version.Enterprise data analysis and quality inspection are affected by data loss.
Features Description
In the new version of the Session Records export report, the evaluation type field is added.Contains the enumeration values of "invited evaluation" and "active evaluation,"Export is optional,Supports volume export and filtering statistics,Consistent with the older version.
Real-time monitoring of new total number of real-time customer service sessions
Functional Background
The new version of real-time monitoring is displayed by skill group,Multi-skilled group seats need to accumulate on their own to see the true amount of reception,It cannot be viewed from a natural person's perspective.
Features Description
Real-time monitoring - Seating profiles Increase the total number of live customer service sessions,Supports viewing the true amount of reception across skill groups in the customer service (natural person) dimension.
Customer service workload statistics add work status fields such as "online time"
Functional Background
When managers comprehensively evaluate performance and attendance,You need to look at workload metrics such as number of sessions and status metrics such like length of time online,Previously, you had to switch multiple pages,The data is fragmented.
Features Description
Add "online time" to [Online Customer Service - Data Statistics - Customer Service Statistics / Workload Statistics]Also add key status fields such as "first login time" and "number of hours spent" in sync,Supports one-click export of full-dimensional performance reports.
History chat history show customer service nickname
Functional Background
After the new version splits the customer service workbench and management workbench,Chat records abstract as unified components,The nickname display configuration for the customer service workbench does not work.
Features Description
Historical contact records, message records, session records and chat content under quality inspection in customer service workplaces,All customer service nicknames are displayed according to the customer service workstation's original configuration.
Quick Response Search Supports partial word matching
Functional Background
The Chinese Quick Response Search previously used phrase matching accurately,The keyword needs to appear in complete continuous sequence in order to hit,If you enter "minor" and cannot find "minor,"The fate is difficult and inconsistent with usage habits.
Features Description
Optimize the Chinese matching strategy,Supports partial word matching,Improve search flexibility and hit rate while ensuring match accuracy.
New version of the workbench message function optimization (including SDK, visitor side English)
Functional Background
Older workstations can directly flag messages as invalid,The new version of the workbench is not supported for now.
Features Description
The new customer service work desk supports message-related actions such as flagging invalid messages.However, you must follow the data permissions of the customer service desk,Only messages that have been allocated to customer service can be processed.
session list grouping to add sensitive word-related conditions
Functional Background
When customer service receives more than one session at the same time,Need to quickly identify sessions with sensitive words,The old methods of alerting through search or background checks were not intuitive.
Features Description
In the new version of the workplace session group, two conditions are added for "customer sensitive word behavior" and "customer sensitivity words."Conditions support "contain all" and "contain arbitrary,"It only takes effect on new sessions,It makes it easy for customer service to quickly switch between sessions that trigger sensitive words.
Online quality inspection supports the replacement of manual evaluation
Functional Background
The new online quality inspection cannot reset the manual evaluation,Malicious bad reviews from individual visitors, if not addressed, will affect the company's normal quality inspection score.
Features Description
Added a "Empty Manual Evaluation" button on the Satisfaction Evaluation component of the Management Bench and Customer Service Bench (V6 and above only),After the reset, empty existing evaluation results, eliminate statistical gaps and preserve historical evaluation displays.The entry points are located in quality inspection scores and task allocation.
Visitor satisfaction evaluation copy and secondary satisfaction multilingual optimization
Functional Background
The "solved / unsolved," "satisfied / unsatisfied" copy and the second level of satisfaction in the satisfaction evaluation were not multilingual.
Features Description
Remove 10 rated, five rated, and two rated satisfied "solved," "unsolved," and two ratings satisfied and "unsatisfactory" copy (set up a preview and not display it on the guest side); "Whether your problem was resolved" supports customization,Chinese is default at home and English is default overseas; Secondary satisfaction supports multilingualism,The scope of application covers guest V6 / V7, SDK, work order plug-in and mail.
Online customer service workload report supports subscription
Functional Background
Businesses want to receive online customer service workload reports automatically on a regular basis.
Features Description
Online customer service workload reports support subscriptions,Automatically pushed on a cycle; Only the Enterprise version is supported.
Work order center
The attachment type field supports up to 50 uploads
Functional Background
Players need to upload multiple pictures because of multiple deposits,It may reach 10-30 images at a single time,The original ceiling on the number of annexes was insufficient.
Features Description
A single attachment type field supports up to 50 uploads,Override field settings, create work orders (work order plug-in, SDK, console and components, APP), work order details editing, operation records and Excel export (multi-attachment newline display, click to jump).
Sidebar information for billing details supports sorting and display by default / Remove
Functional Background
The layout and unfolding status of the information on the sidebars of the details of the work order was not previously possible to adjust.
Features Description
The sidebar information for billing details supports custom ordering,It also supports settings to open / close by default.
Work order custom query supports subscription
Functional Background
Businesses want to automatically obtain job order customized query results on a regular basis.
Features Description
Work order custom queries support subscriptions,Automatically pushed on a cycle; Only the Enterprise version is supported.
Mail Response Support No Mail Response Template
Functional Background
Some enterprises' email responses want to not force the use of email response templates.
Features Description
Mail response support does not use mail response templates,Cover management workbench, work order plug-ins and customer service SDK.
the "misgenerated work orders" caused by mail forwarding
Functional Background
When a mailbox configured on a work order mail channel flows back to its own inbox because of forwarding / sending back,The system recognizes it as a new message and generates a work order or a response record.This resulted in a rework order.
Features Description
Identify the original mailbox when the mail is inbound,If you target a work order email channel that is not deleted from the current tenant,Therefore, it is determined to be channel mail backflow / loop risk mail,Do not generate new work orders, do not reply further, do not trigger an automatic response,Only record the intercept log.
Work Order details interface update _ log _ list Add skill group ID and customer service ID
Functional Background
When parsing the work order log,A unique identifier is needed to accurately identify the seat where the operation is carried out,Achieve unambiguous traceability and automated reconciliation.
Features Description
In the update _ log _ list returned by the query job detail page interface,Add the ID of the executing entity for the manual operation record (Customer Service ID, Skill Group ID),And improve the interface and API documentation.
Add partnerId field to work order center docking page
Functional Background
Customer custom docking page needs to verify identity through partnerId,However, this parameter was not transmitted on the billing center's docket page,This causes the page to not open properly.
Features Description
PostMessage and partnerId fields have been added to the docking page of the work order center.Consistent with online, call-to-call pages,And improve the Help Center documentation.
Work Order Center Creates Work Order Interface Returns the Work Order ID that can be queried
Functional Background
After the IVR invokes the "Work Order Center Create Work Order (Customer)" interface,The returned 32-bit string ticket ID cannot be found in the system.
Features Description
Interface returns a ticketID,Return the work order ID that can be queried in the system (e.g. 20260415000001),Guarantee the availability of return ticket IDs.
Filter abnormal account customer service when activating / copying work orders
Functional Background
Some of the accepted customer service accounts have been shut down,These exceptional accounts will still be brought into your work order when you activate / copy it.
Features Description
Automatically filter customer service for account anomalies (closed) when activating / copying work orders.
Process canvas supports node pause and OLA optimization
Functional Background
The process canvas needs to support node pauses and optimize the OLA (Operation Level SLA).
Features Description
The billing process canvas supports the node pause function,And OLA related optimization.
Mission node customer service support uses the previous node customer services
Functional Background
When a task node assigns customer service,I hope to use the customer service from the previous node directly.
Features Description
The node customer service support for a process canvas task node selects "customer service from the previous node."
Manual View Set New Process Canvas and Node Customer Service Filter Conditions
Functional Background
Human view filtering conditions lack process canvas and node dimensions.
Features Description
The manual view sets new "process canvas" and "node customer service" conditions,The node customer service supports multiple process nodes,Conditions such as "empty / current customer service" are also supported.
Work Order Notifications New Process Canvas Node Flow Notifications
Functional Background
Work orders are flown on a process canvas without node flow notifications.
Features Description
Notification is triggered when the work order is transferred to the task node: the task nodes notify all customer service within the group when the customer service group is received.To notify the corresponding customer service when designating customer service or when customer service was last node; Support System Messages, Mail, Fly Book / Lark Notifications,System messages and emails are displayed in the management workbench language of the customer service office.
Process canvas supports backtracking to the start node
Functional Background
The process canvas lacks the ability to go back to the start node.
Features Description
The work order flow canvas supports a backward step to the start node.
Centre for Public Services and Management
Customer Service Workbench Support for Changing Logo
Functional Background
Only the administrative bench logo can be replaced when custom icons are enabled,Customer service workbench is still the default logo,This leads to inconsistent brand appearance.
Features Description
Managers can upload custom Logo for customer service workbench in [Management Center - Brand - Workbench style] (size requirements are the same as management workbench),Once uploaded, it becomes effective on all customer service desks of the tenant in real time.Also provide a "restore default" button.
Korean language is added to customer service workstation
Functional Background
Some overseas businesses need Korean customer service desks.
Features Description
The customer service desk has added Korean language,Covers online, billing, public and quality inspection modules,Also, multilingual support for the relevant seat information interface.
Translation List and Multilingual Configuration New Khmer and Hindi (overseas)
Functional Background
The translation selection list and multilingual configuration lacks Khmer, Hindi and other languages.
Features Description
Add Khmer to the list of translation options,Multi-language configuration added Khmer (km), Hindi; Satisfaction evaluation templates are suitable for Hindi and Persian (this issue is available in hard code),The Khmer language came online with subsequent versions; Public support also added Khmer language coding.
Manually translated language lists to adaptation large model translation engines (overseas)
Functional Background
The list of manually translated languages was previously the fixed Amazon languages,The corresponding language cannot be displayed when switching the large model translation engine.
Features Description
Adjust the list of languages to a list that is weighted less for Amazon languages than for the large model languages,Show the large model language when you switch to a large model,Covers online workstations, bill responses, and application center evaluation responses.
Enlarge the upper limit of management center-level row values to 5000
Functional Background
The cascading fields previously added up to 100 values per level.
Features Description
Adjusted to be controlled by a sum of levels 1 to 5,When the total exceeds 5,000, you are not allowed to continue adding (add button to gray),Eliminate the limit of 100 levels per level.
Force offline history login after changing password (Security Enhancements)
Functional Background
After the password is changed,The previous login status was not forced to lapse,There are security risks.
Features Description
After you forgot your password, over-reacted your password, and personally changed your password,Always force offline previous login information; Strong reminders when individuals change passwords "When you change your password, you'll be forced to exit the system,You need to log in again" ..
Public Statement Subscription Capability
Functional Background
Business line reports need to be supported by a unified subscription capacity.
Features Description
Add a public report subscription component and subscription list,Provide a unified access and management for report subscriptions for business lines such as online and work orders; Enterprise support only.
CRM
CRM adds bsuid unique identity adaptation
Functional Background
Need to adapt to unique identity in meta scenario.
Features Description
New bsuid for CRM,For unique identification adaptation.
Wisdom Tooth Service App
Real Time Monitoring: Seat Dimension
Features Description
APP side added "real-time monitoring → agent list,"Show the working status of the seat and the phone status,Support viewing the current session by seat.
Applications: iOS, Android.
[Screenshot: APP Agent Monitoring]
Real Time Monitoring: Skills Groups and Work Status Dimension
Features Description
The app added:
Telephony monitoring in a skill group dimension (real time)
Seat monitoring in the work status dimension (real time)
Applications: iOS, Android.
Statistics: Relay number incoming / outgoing indicators and trend graphs
Features Description
The app added:
Search for call indicators in the dimensions of relay numbers, and timely summary call trend lines (hour newspapers, daily newspapers)
Query outgoing indicators in the dimensions of relay numbers, and timely summary outgoing trend lines (hour newspapers, daily newspapers)
Applications: iOS, Android.
Statistics: Incoming / Outgoing Satisfaction Statement
Features Description
The app added:
Inhal satisfaction reports and pie charts
Outline satisfaction reports and pie chart
Applications: iOS, Android.
When a phony account crowds up, the phone automatically goes offline
Features Description
Fix the app heresy account crowding caused the phone drop,Problem that seats do not automatically go offline. The ends that are squeezed off the line will be automatically taken offline after the repair,Avoid misjudging the seat as allocated.
Large Model Robots
Robot Questions and Answers: Robots Add Language
Functional Background
Some customers need to expand their business to Cambodia,Require robots and knowledge centers to add the Khmer language,With this increase,The robot will support 22 languages.
Features Description
Enter: [Large Model Robotics] - [Robot Management]
Khmer language configuration can be performed in robot configuration
In the robot question and answer, users can interact naturally in Khmer.
Knowledge Centre
Knowledge Center: Khmer language added
Functional Background
Some customers need to expand their business to Cambodia,Require robots and knowledge centers to add the Khmer language,With this increase,The robot will support 22 languages.
function describe
- Knowledge Centre - knowledge base management supports the highland language;
- Knowledge Center - Add Khmer to the statistical language filter field
- Knowledge Center - Khmer is added to the Knowledge Queries Language Filter field
- Knowledge Centre - New Khmer language for mission processes
Global Settings
Interface node guidance
Response content
- Knowledge Base Import and Export Template Language Field Add Khmer Language
Marketing Group Marketing
Messenger - Support new versions of marketing messages
Functional Background
In February 2026,Meta has completely stopped sending marketing messages from the old Messenger marketing message API (circular notification),The ability to use three message tags (post _ purchase _ update, confirmed _ event _ update, and account _ update) was also stopped.
After the affected customers need to complete the new Messenger marketing message access process,You can send marketing messages through Messenger.
Features Description
Marketing Group - Settings - Messenger- Public Homepage Management: Added Meta Business Asset Authorization Model,Public homepages authorized by this model,You can send marketing messages to customers in a group task.
(Note: Message before the Message Tags （ Post _ purchase _ update, confirmed _ event _ update, and account _ update ) needs to be replaced with UtilityMessage. )
Marketing Group - Sending Record Optimization
Functional Background
WhatsApp outbound and inbound messages,There is no single place in the system to look at it. Marketing group messaging - in the sending record,Currently only template messages are saved in WhatsApp outbound messages.Free format messages and inbound messages in outbound messages are not currently displayed,The information is not complete.
Features Description
Marketing Group - Single Chat Record - Send Messages: Display outbound messages for business WhatsApp business numbers.
Marketing Group Message - Single Chat Record - Receive Messages: Show Business WhatsApp Business Number Inbound Messages 。
Marketing WhatsApp co-existence feature - support for historical and mirrored messages
Functional Background
Businesses through WhatsApp's coexistence feature,After authorizing the WhatsApp Business App number to the wisdom tooth system,Two types of messages in the Business App do not sync to the wisdom tooth system:
Historical messages that have been generated in the Business App before authorization;
Mirror messages sent to customers via the Business App after authorization 。
Features Description
Trigger: Currently only supported by actively calling the [Triggering WhatsApp Business App Historical Data Synchronization] interface in the WhatsApp API,Only then will the system initiate the synchronization of historical messages.
When sync is triggered,Marketing Group - The corresponding message records are displayed in the single chat log.
（ Note: Online customer service does not support WhatsApp group messaging ）
Marketing Groups - Single Chat Record - Send Messages:
Exhibition Historical messages that have been generated in the Business App before authorization Central,Historical messages sent by the Business App to customers;
After showing the authorization Mirrored messages sent to customers through the Business App.
Marketing Groups - Single Chat Recording - Receive Messages:
- Exhibition Historical messages that have been generated in the Business App before authorization Central,Historical messages sent by customers to the Business App.
WhatsApp Number Management - the same WhatsApp numbers support multiple Webhook callback addresses
Features Description
WhatsApp Number Management supports multiple Webhook callback addresses for a WhatsApp number.Solve the enterprise according to different Webhook subscription fields to handle different business.
WhatsApp Number Management - Number message limit information is inaccurate Problem Optimization
Features Description
WhatsApp has changed the number sharing limit from the number level to the MetaBM level.
WhatsApp message limits in the Sobot system will show BM's message limits. For different data,The presentation was different,This is as follows:
The new WhatsApp number will show the message restriction level at BM level.
Historical number data is not processed,But when historical WhatsApp numbers upgraded message limits,The message limit level at BM level will be displayed.
WhatsApp API Support WhatsApp Group API capabilities
function background
WhatsApp Groups is Meta's new official group capability in 2026.Allows users to collaborate with up to 8 WhatsApp users in the same group.
Who can use it? ： Open OBA WhatsApp account (contact Sobot Commerce)
How do you start it? ： Only companies can build clusters,Pull customers into groups with 1: 1 invitation link
Supporting news ： Text / Pictures / Videos / Document / Audio / Text Template / Video Template
How to bill ： By Message (PMP) - 1 message in 8 people = up to 8 billing times ，Each billing standard is consistent with the 1: 1 customer conversation.
WhatsApp Group Features
Maximum number of group members: 8 players
Messaging types supported: Text, video content, text templates and video content templates
The maximum number of groups that can be created: Each business phone number can be created 10,1,000
Maximum number of cloud API merchants per group: 1 person
function describe
WhatsApp Groups is Meta's new official group capability in 2026.For the first time, corporate accounts are allowed to initiate multiplayer group conversations on WhatsApp - breaking the previous limitation that WhatsApp Business Platform only supported 1: 1 customer conversations.
Sobot as an officially licensed BSP of Meta,Complete encapsulation of the API has been completed. Businesses by docking the Sobot WhatsApp API,Complete capabilities for group management, messaging, Webhook callbacks and billing data in your own business system 。 With the Group API, enterprise Groups can be created programmatically,To enable messaging and collaboration.
(Note: WhatsApp Groups is not supported in this module.) 。 ）
How it works
Groups are an invitation-only experience,Members may adopt enterprise Send them a group invitation link to join the group. This invitation link provides group background information,It helps users decide if they want to join.
New WhatsApp API
Send group message
Pin and unpin group messages
Receive user message - Group message
Group Management
- Added Group Management Webhook subscription field
- Added Marketing Groups - Group Records: View Group Message Records
WhatsApp API - Support WhatsApp TP & BSP Multi-partner Resolution Programme
Functional Background
WhatsApp TP & BSP mode,TP can complete the final customer entry to WhatsApp Business Platform without relying on BSP.At present, enterprise WhatsApp phone numbers authorized by end customers cannot be added to the Sobot system.
Features Description
- TP & BSP cooperation mode new interface: TP business customer number entry interface.
With this interface,TP & BSP mode access to the end customer can not log in to the Sobot system conditions,You can add a number to a specified tenant. Later, template management and messaging can be completed through the wisdom teeth WhatsApp API.
- New interfaces for TP & BSP cooperation: TP Business Customer Entry Result Query
You can query through this interface TP Business customers' presence in smart teeth systems.
(Note: WhatsApp TP & BSP Multi-partner Resolution Programme Related functions,At present, it is only limited to enterprises with cooperation qualifications,Please consult the business manager for more details.）
WhatsApp API - sent to the enterprise Webhook news Support for automatic reweighting Push mechanism
Functional Background
When the Sobot Webhook message to the enterprise fails,At present, the system only supports enterprises by actively calling the "WhatsApp API." webhook callback exception query After querying for specific push information,Pass it again. webhook callback exception re-push "The interface performs a repush manually There is no automatic repetition mechanism after failure.
Features Description
WhatsApp API Supports Webhook Messages to Businesses Supports Automatic Retweeting Mechanism ，The specific mechanisms are as follows:
Programme: If we send to your endpoint W Ebhook request,And your server's response HTTP status code is not 200,Or we can't for some other reason. Turning to the servers of the enterprise transmit W ebhook news ，We will continue to try at a decreasing frequency,Until the request is successful,It lasts up to 7 days.
Trigger: The failure repetition mechanism will be automatically triggered by the system.
WhatsApp API - Getting Message Template Interface Adds Query Conditions
Features Description
The "Get Message Template" interface in WhatsApp API adds query criteria,Solve the scenario of enterprise targeted queries on WhatsApp templates.
New WhatsApp API
- Get message template
WhatsApp API Webhook Adds Support " User preferences for marketing messages " field
function background
WhatsApp offers offers and announcements settings,Users can also express their interest in a merchant's marketing message,You can also completely control the delivery status of such messages (stop / resume receipt).
Trigger conditions
WhatsApp users stop receiving marketing messages.
WhatsApp users continue to receive marketing messages.
Note: Only when the user stops receiving or resumes receiving marketing messages,Will trigger this Webhook. When users give feedback through offers and announcement settings that they are interested in or uninterested in,This feature will not be triggered.
function describe
- WhatsApp Number Management: Configure U by Number ser P references Webhook field.
WhatsApp API Adds Webhook Callback
- Webhook - User Preference Change Notification
WhatsApp API - Added support for WhatsApp Flows API
function background
- WhatsApp Flows
WhatsApp Flows is a way to build structured interactions with business messages. With Flows,Businesses can define, configure, and customize messages that include rich interactive features,Provide customers with a more structured way of communicating.
You can use Flows to develop latent customers, recommend merchandise, acquire new sales latent customers,Or used for any other purpose for the customer,Using a structured approach to communication would be a more natural or comfortable situation.
- Meta interface to create flows
To visualize the full user experience,Please use the creation tool. Create tools to simulate the entire Flows experience,And it supports real-time updates. To navigate to create tools:
Click on all the tools in the left navigation bar
open WhatsApp Management Tools ，Then choose your waba
In the left navigation bar,Go to Account Tools > Flows
Can be built with Flows JSON. See the list here of template 。
function describe
Previously, enterprise users could only create Flows in the Meta interface,This issue will enable businesses to manage WhatsApp Flows through the WhatsApp API.
New WhatsApp API
1.Creating a Flow
2.Updating Flow's Metadata
3.Updating a Flow's Flow JSON
4.Visualizing and interacting with your Flow using the Web Preview
5.Deleting a Flow
6.Retrieving a List of Flows
7.Retrieving Flow Details
8.Publishing a Flow
9.Deprecating a Flow
