Welcome to the new look MaxContact! The 4.6.2 release contains a new login page aligning with the rebranding of the product, a newly organised menu and improvements to the user experience. As well as this, we have added a mute function for calls, colour customisation for the webchat widget, web chat channel hubs and updates to various areas to the product to enhance the performance of the system.


Fig 1. The new login page of the portal.

UI Refresh


Manager portal/Menus

As part of the UI refresh and rebrand of the product, the navigation bar has been updated so it is permanently visible on screen, a number of changes have needed to be made to ensure all menu items can be seen on screen. This is both an improvement to usability but also to ensure this works on the smallest screen size we support (1380 x 720). 

Fig 2. The new menu with icons down the left.


For more information on the changes to the menus, please see this guide.

New Features


[FR] Web agent/Mute function

We have added the ability for agents to mute the WebRTC audio connection in web agent. This is to enable agents to mute themselves when quickly speaking to someone around them/when they need to cough for example when on a call. Coaching also has this option available. See this guide for where and how to use the option.


Mute button use case example

From time to time, agents may need to use mute to hide the fact they are talking to a supervisor for advice, covering up a cough or for any other reason they don't want the customer to hear. Previously, the only way for this to occur would be to use the mute button on a headset - if one was available.


[FR] Chat application/Colour customisation

We have updated the chat widget so that you can customise the appearance to suit your website colour scheme. We've also added the wording "Chat to us" for clarity. For more information on this, see this guide.


Chat application colour customisation use case example

Previously, the web chat widget was only available in default blue and white colours. You can now edit the colours to match your branding on your web pages by changing the hex code for the colour. 

E.g. A companies brand has 2 major colours, pink and navy blue, and a third callout colour of yellow. They change the widget to the yellow so it is in keeping with the brand but also stands out on the webpage.


[FR] Chat application/Channel hubs

There is a new page that's been added to the portal called Channel hubs. Here you can create groups of webchat channels, customer service, sales etc. which can be presented to a customer for selection via the web chat application. This ensures customers can be directed to the relevant team, similar to inbound call IVR routes. For information on this feature, see this guide.


Channel hubs use case examples

Customers offering different products or services from their website, may wish to have a chat channel for each. When a customer firsts selects the web chat widget, they would then be able to select a product/service they wish to talk about.

A business may have multiple web chat channels relating to different departments. To connect the customer to the correct department, the web chat widget will offer them a choice of which department to chat with.

Product Enhancements

Manager portal/Admin

Import history. Import history will only show imports within the last year.

Scripting. Performance improvements have been added to sending SMS from scripts.

Call-backs. Under certain circumstances, some users reported errors in call-backs displaying an incorrect number. This has been resolved in the update.

Channels. UI improvements have been added to WhatsApp conversation channels. 

CTU. An issue was reported whereby, if a user was given an invalid file type for the image, the user couldn't be reselected. This has been resolved in the update.

Campaign manager. Some minor UI improvements have been added to this page.


Manager portal/BI

Dashboards. Some stats have been improved to align with changes to report stats.

Breaks. The grids have had performance updates to improve accuracy of break displays and timings.

Wallboards. The answered stat has been improved to ensure it is displaying the correct figure.

CTU List widget. A UI fix has been added as previously, the stats would be misaligned. We have also added a fix to the sort and clear options as it was reported to not work as intended.


Manager portal/Data

Import history. Import history will only show imports within the last year.

Record history. Adding a number to the DNC list via record history is now a 'permissionable option.

API. Improvements to the way we move leads via API have been added.


Manager portal/Reporting

Daily stats report. We now show the drop rate calculation within this report when the show calculation box is ticked.

Occupancy reports. We have added some accuracy improvements to these reports calculations.


Manager portal/Web Agent

Email. Validation improvements have been added to replies to email domains that don't end .co.uk, .com.

Dark theme. Several UI improvements have been added.


Manager portal/Settings

Plans. Custom Data Fetching optimisations have been added to aid performance.

As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product.


  [FR] - This new feature/change has been added as a direct result of customer feature requests.


 * New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features and changes within the product.