Change Log - June 2024

v5.42

Added

Email Attachment Support for Agents
- Prior to this release, inline images and attachments were supported for inbound only. Now agents may add inline images and attachments
- Limited to 20MB per email as that is a limitation of the supported email clients
Gmail Integration
- Prior to this release, only Microsoft Outlook accounts were supported for the email channel. Now Gmail may be utilized.
  - Currently requires Xima assistance to enable
  - Though multiple accounts can be supported, you must choose Outlook or Gmail for all accounts on your tenant.
WebChat and SMS Threading
- Agents who are currently on a messaging thread with a customer can query previous conversations in blocks of 90 days at a time.
- This allows them to see how the conversation ended the last time the customer messaged your team.
Netsapiens Multi-Core Support
- Prior to this release, multi-core sites were mostly supported but prone to logging issues. This build will better support logging of calls across multi-core Netsapiens tenants.
Search Bar for the Skill Levels menu
- Agents or skills can now be filtered by searching.

Xima WebChat UI
- The customer facing chat window experience has been modernized.
- This will be standard for all customers soon but if you'd like to enable the feature once on 5.42 or higher, toggle the following settings in Admin ► System Settings ► Web Chat ► Use Legacy Chat Servers = False
Formula Improvements
- Formulas now act as templates. Once you've created a formula and have added it to a report or wallboard, any changes after that will be reflected in the report/wallboard formula alone.
- If changes need to be made to the templates themselves, navigate to Create Reports ► Select the Ellipsis ► Manage Formulas
Hold events in Supervisor View are now Purple
- We've received customer concerns that having Hold be red was be confused with agents who are on DND or No Channels which are also red.