The 4.7.3 release contains one new feature, canned responses for interactions which will help speed up responses from your users when dealing with interactions. This can be used on webchat only in its first iteration and allows users to select from a pre determined list of responses via key words/shortcuts. As well as this, we have updated another page to fall in line with the UI refresh, Content filtering. 


New Features

Admin/Canned responses

The feature allows users to select pre-prepared responses to send to customers directly or use multiple responses to build bigger responses. The benefits of this feature include scripts no longer being a necessity, ability to change response wording 'on the fly', consistently maintaining the right tone of responses and many more. See the following guide for admin set up and this guide for use within the web agent.



Use case examples

Speed up responses

Users often need to send a message with the same question or response on a regular basis. Instead of typing up these from scratch every time, or copying and pasting from notes, just save a canned responses. This saves time for the user and also dramatically speeds up the time between a customer sending a message and getting a response.


Consistency of spelling

Spell checking your messages is not fun for anyone. Remembering when to use their, there and they're can at times be confusing. Canned responses allow your users to confidently add one or multiple responses into a reply to a customer with confidence that these have been checked and approved both for content and spelling and grammar.


UI Refresh

Admin/Content filtering

As part of the UI refresh and rebrand of the product, the content filtering page has been updated. See the updated guide for this part of the product here. 



Product Enhancements

Manager Portal/Management

Web chat - We have added some performance improvements to how we handle chats that have been left open during the switch to 'out of hours'.


Manager Portal/BI

Wallboard Manager - We have added new authentication to wallboards to be more secure. Now when accessing a Wallboard link, users will be required to enter their MaxContact username and password to see the wallboard. For more on this, see the updated guide here. 


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.