Skip to main content

74 posts tagged with "Omni"

View all tags

Update 5.0.9

· One min read

💡 Features​

🔐 Scale & Trust​

  • Predictive Dialer: New visual identity for the mailing display on the agent's screen

  • New Visual Identity for the Integrations Screen Learn More

🪲 Bugs​

  • Fixed an issue causing errors when transferring emails to another service with a different integration account than the original

  • Fixed an issue where new inbound WhatsApp interactions from 8-digit contacts would get stuck in the queue

  • Fixed message status synchronization between the operator's screen and the "observe conversation" feature

  • Fixed login issues on iOS devices without the PWA installed

Update 5.0.8

· One min read

Release 5.0.8

🔐 Scale & Trust

  • Standardizations in user experience:

    • Shortcut select now allows search
    • User Tag search filters
    • Service filters aligned with the standard of other screens

  • Text formatting box added for WhatsApp and Chat media

🪲 Bugs

  • Fixed issue to keep Hold in gray when the following condition occurred: transferred session + agent timer triggered + next expiration message triggered
  • For Voice media, all buttons not related to this media (e.g., transfer session, etc.) are now hidden, since for Voice the buttons are in the softphone. This prevents errors caused by using incorrect buttons during transfers

Update 5.0.7

· One min read

Release 5.0.7

💡 Features

  • English version of minimum requirements documentation

  • Voice Media Re-contact Indicator

  • TCA Indicator available across other media

🔐 Scale & Trust

  • In the broadcast-message route, two new fields added in the response: consumed (whether the message was read) and protocol (protocol ID)

  • In the voice-log route, new return field added: ligo_ivr_id

  • Updated product status tool for Ligo embedded in Omni

  • [Internal] New display and actions when deactivating an org, ensuring security and compliance

  • Detailed error logs added for Powertags and Shortcuts import

  • Transfer while on Pause: option to configure destination queue instead of transferring to the same queue

🪲 Bugs

  • Fixed issue to block multiple clicks when prioritizing sessions, which caused errors and prevented distribution

Update 5.0.6

· One min read

Release 5.0.6

💡 Features

  • Passport stamped! 🛂
    • Omni now speaks Spanish (LATAM) and is ready to expand its journey across Latin America to connect even more people and businesses
    • Learn More

🔐 Scale & Trust

  • Option to disable ringing when a voice session arrives

    • To activate, a support ticket must be opened with Omni N3

  • Agent search field in the Access Grid, making it easier to locate an agent when multiple access grids exist in the same org

🪲 Bugs

  • Fixed issue with channel deletion message
  • Fixed issue where sessions were leaving hold without client interaction
  • Fixed issue in In-Person Service where the country flag was not following the standard
  • Fixed issue in Facebook Interaction Tracking where the “last response” column was sometimes blank
  • Fixed conflict between two sessions with the same contact

Update 5.0.5

· 2 min read

Release 5.0.5

💡 Features

  • Receive shared contact: when a client shares a contact, Omni will now display it in the session (WhatsApp only, without bot)

  • New TCA Indicator (Client Waiting Time for Agent Response) after being distributed to the agent

  • WhatsApp Reactions: when a client reacts to an agent’s message, the reaction will now be displayed in Omni (WhatsApp only, without bot)

  • In-Person Registration: optional ability to select a closing tag for the service used

🔐 Scale & Trust

  • Omni Login Licenses Configuration → Billing

  • [Internal Use] Export\Admin Calls: added the service name used in inbound and outbound calls

  • For email sessions, when the operator writes long text with paragraphs, the spacing between paragraphs for the client is now improved

🪲 Bugs

  • Fixed issue to display contact name in tracking when created during the session
  • Fixed issue to correctly display the number of sessions in the “In Service” Panel when filtered by service, avoiding false perception of slot availability and consequent distribution errors

Update 5.0.4

· One min read

Release 5.0.4

🔐 Scale & Trust

  • Added columns Answered and HSM Template Name in Broadcast and HSM Reports (valid only for new sends)

  • Validation of simultaneous sessions flag for media: Facebook, Instagram, and Email

🪲 Bugs

  • Fixed spelling issue in HSM Send Report
  • Fixed LIRA handling in Bot/WhatsApp sessions – initial summary is no longer generated for portfolio-based sessions

Update 5.0.3

· 2 min read

Release 5.0.3

💡 Features

  • Blended Service [Dialer]

  • Redistribute clients with priority 0 from offline agents at the end of the Access Grid journey

  • After the agent’s timer expires, insert an internal alert comment

  • Display the number of contacts made during the day by the same client originating from the bot

  • Ability to use HSM template of type Image Carousel

🔐 Scale & Trust

  • New Visual Identity for the Outbound Dashboard

🪲 Bugs

  • Fixed issue to handle cases where a session already exists in Scheduled Send
  • Fixed issue in email service to follow the draft standard of other media
  • Fixed issue to block transfers via Monitoring Panel for expired sessions, avoiding errors since the session was already expired and the only action is to finalize
  • Fixed issue to display the external protocol field in the Voice Interaction Tracking Report
  • Fixed issue to prevent session expiration when the last interaction was from the client
  • Fixed issue to avoid errors when editing email channels with Microsoft accounts

Update 5.0.2

· One min read

Release 5.0.2

💡 Features

  • Configurable minimum and maximum value for mandatory external protocol entry when closing a session

  • Alphanumeric CNPJ field according to the new government rule

🔐 Scale & Trust

  • Email validation in user registration

  • New visual identity for the blacklist screen

  • New visual identity for the integrations screen

Update 5.0.1

· One min read

Release 5.0.1

💡 Features

  • Consumidor.gov: possibility of partial response
  • Automatic message to the client when the agent’s response timer ends

🔐 Scale & Trust

  • Improved Email media Tracking and History: now the entire content is displayed in fullscreen when exporting to PDF

🪲 Bugs

  • Fixed issue in Service Transfer to prevent sending to agents who were deactivated in the platform while still logged in
  • Fixed issue to prevent Omni from freezing when receiving a corrupted PDF

Obs: Documentation for the features will be provided soon

Update 5.0.0

· One min read

Release 5.0.0

💡 Features

  • Display comments on images sent by the client in WhatsApp media (without bot)
  • Detailed Broadcast Report: added a new column (external_status) showing the latest status of the message at the time of report extraction

🔐 Scale & Trust

  • In the Activity Report, added the user’s IP when they enter Pause
  • First version of Quick Send handling: informs when a session already exists in the platform but cannot be found, avoiding the need to open a support ticket to release the contact for a new send
  • Email conversations with many replies are now displayed with improved indentation, making reading easier (valid only for new sessions received in the platform)