January 2025 Release Notes – Adjustments to Call Details Timeline, New Scripting Updates, Live Transcription, and more!

We’ve just added some new features to enhance your answering service experience! Check out our release notes which includes adjustments to the information available in the Call Details Timeline, new scripting updates, and more!

Call Details

• Timeline: The Call Details Timeline will show new alerts if SMS messages don’t send. If the message contains restricted words, you’ll see: “SMS message contains restricted content.” If the message is sending to an invalid phone number, you’ll see: “Invalid To Phone Number.” If the message contains over 1600 characters, you’ll see: “SMS message exceeded 1600 characters.”

General Web Portal

Scripting

• Associate FAQs: The ability to associate FAQs with a handful of individual blocks has been added. This will allow agents answer questions related to specific blocks. For example, if a caller asks why an email address is required, an agent will be able to easily answer their question without having to search the full FAQ list.
• Never Verify: A new feature has been added to some data collector script blocks to signal the agents NOT to verify the data collected.
• Read as Written: A new feature has been added to some data collector script blocks to signal the agents to read the text exactly as it is written. Operators are accustomed to using the script as a guide and may not always read every question verbatim. If users would like them to read their script word for word, enabling this feature will help.
• Call Handling: Within your Settings area of your script workflow, a new dropdown has been added under Call Handling which will allow you to set an “Objective” to help the agents. Objectives include: Make purchase, Transfer call, Schedule meeting, Up-sell, Schedule appointment, Take message
• Closing Collectors: Closing collectors now have the ability to set a comparison value that originates from the same script section. Additionally, a static “No Match” option has been added in cases where there is no collector match.
• Script Workflow: The Script Workflow view has been updated to show icons if blocks are verified, required, etc. This will allow users to see at a glance which blocks have verification turned on or are required.
• Appointment Block: Appointment blocks have been updated to have the same design and features as the Website block.
• Staff Directory: A Staff Directory option has been added to the Script Options panel within a script workflow, which allows users to program specific person transfers or specific person message taking without having to build a new path within the script.
• Greeting Block: The Greeting Block has been updated to include a toggle to “Add link to staff directory” which will add a ‘Specific Person’ Logic option that will link to the created staff directory.
• Dynamic Notes: The Dynamic Note feature has been added to Company, Email, and Full Name script blocks.
• Spanish Translation: All script blocks have been updated so that users can easily translate the language from English to Spanish via the Language drop down.
• Warm Transfers: The Warm Transfer block has been updated to include a “Refused Transfer Option” toggle which enables the agents to document why the intended recipient refused the transfer.
• End Call Tab: On the Workflow view of the Script Builder, clicking on the End Call tab shows a detailed view of where SMS messages and Emails are being sent after the call has ended.

On-Call

• Reach Messages: Within the Reach Messages tab of the On-Call section of the portal, users can now see which Reach Messages are currently being used via the “In Use” column.
• On-Call Dashboard: Within the Schedules tab of the On-Call section of the portal, users can now see which Schedules are currently being used via the “In Use” column.
• Advanced On-Call Settings: For Advanced On-Call Schedules, new options have been added within the Actions menu which allows users to clear prior rotations with one click or edit any Profiles associated with that particular schedule.