Hey guys!
Welcome to our Newsletter. Today we’ve prepared for you a few features we have released recently and we are glad to present you a short overview so you could find those, which could be the most efficient for you. Here we go!

Activities

Need to call back the client in a few days, send him a text message or email later on, but are afraid you’ll forget to do this in time? It’s no longer a problem as we have a new feature called Activities. It’s a kind of a friendly reminder through which you can create a task such as a call, SMS or email and make sure it will be completed in due time. Moreover, with the help of automatic activities, an activity for selected call types will be created automatically. Want to learn more? Watch a video-guide.

Permissions

It’s possible now to differentiate between the available functions for the Normal agent and Supervisor. Just simply mark the required options and your agents will have access to them depending on their user categories. Click here to view more.

“Not Ready” Agent Status after Login

Once the agent is logged into his account, his status may automatically be changed by the system to “Not Ready” for a few seconds. It saves some time for the page to upload completely. After that the agent needs to manually switch his status to Available so right after that he could successfully answer the calls:

Automation to Create a Call Back Request

Once there is a new contact added to your CRM, the system can call back this client automatically. All you need is to merge the trigger (Contact Added) with the required action (Create Call Back) and the call will be initiated in the previously chosen Ring Group. This option is highly efficient for those, who appreciate direct communication with their clients and want to keep them informed about all the details of their business right after some changes were made. Click to learn more.

Extension Dialing from Dial Pad

Good news! Now it’s more comfortable to dial with the help of extеnsions as we have an option to have them be shown directly on your Dial Pad. So just choose the required extension and that’s it, no need to type the same number again and again anymore, extensions will do it for you 🙂

SMS Improvements

Thanks to the last improvements of our texting system, Normal users and Supervisors are now able to see not only the conversations they are responsible for but all active conversations as well in Active SMS section.
Meantime the field “Previously handled by” in SMS Inbox section allows to see the agent who was handling this or that conversation earlier so that other agents could see if they have to pick up this talk or not.