Now Available!

Contact Hub/Digital

We’re excited to announce that Contact Hub Digital is now available in Beta! Our upgraded agent interface allows your teams to seamlessly manage digital communication channels like Webchat, Email, SMS, Facebook and WhatsApp, all from our intuitive interface.

With Contact Hub Digital, you can deliver faster, more personalised interactions across the platforms your customers use every day. Beta access is free for all existing clients, and we’d love your feedback to help us shape the future of this feature.

Don’t miss this opportunity to enhance your digital customer engagement—reach out today to get started!

Product Updates

User Portal/Contact Hub

Campaign Access. We’ve fixed an issue where users could still access campaigns from inactive teams in Web Agent and Contact Hub. Campaigns are now only visible to users associated with active teams, ensuring proper access control.

Scripts. We’ve resolved an issue where the back button in Contact Hub Scripting wasn’t working as expected. It now functions correctly, matching its behaviour when using Scripting in WebAgent.

Canned Responses. Agents with the relevant permissions can now submit canned responses for approval, including a title, response, and shortcuts. The submitting agent can use the response immediately in the assigned queue, while others will gain access once approved in Manager Portal.

Dashboards. We’ve fixed an issue within Contact Hub where audio notifications in dashboards wouldn’t play due to browser restrictions. Audio now plays correctly in stats widgets, ensuring agents receive timely and useful notifications.

Callbacks. We’ve resolved an issue where callbacks were set beyond the 25th in the calendar would result in an issue when a user attempted to call them. The issue would result in a “callback not found” error. Callbacks are now handled correctly, ensuring they can be dialled as expected. If a callback doesn’t exist in the database and an error is allowing it to be seen on the calendar, users will receive a clear error message, prompting them to check if it has been made public.

Transfer Notes. We’ve fixed an issue where digital transfer notes were not displayed. Agents can now view transfer notes correctly when receiving digital interactions.

History. We’ve fixed an issue where the user’s username was not displayed in the interaction details section of history pages for both digital and non-digital interactions. Usernames now appear correctly in the interaction details.

Notes. We’ve resolved an issue where notes were not being saved when set via the result code on public callbacks. Notes are now correctly saved as expected.

Data. We’ve resolved an issue where the reference ID for Contact information was not stored correctly after updates in scripting. This change ensures that the most up-to-date data is now saved to the database tables.

Manager Portal/APIs

Imports. We’ve fixed an issue with the AddLead API where leads were being created with invalid ListIDs, causing them to be saved in non-existent lists and excluded from the import history. The API will now return an error response for invalid ListIDs, ensuring transparency, data integrity, and reliable behaviour.

Manager Portal/Data

Import Leads. We’ve fixed an issue where high-priority imports would still fetch data even when the fetch weight was set to 0. The system now correctly prevents fetching in these cases, ensuring consistent behaviour.

Record Eligibility. We’ve fixed an issue where a timing conflict could prevent the system from properly calculating list eligibility. This caused the affected lists to remain in a “processing” state and not reset as expected. The underlying issue with how data was handled has been resolved, ensuring accurate eligibility results.

Security. We’ve added an extra safety check to ensure the lead table sequence cannot be set to 0, addressing a potential issue that may occur during data imports. This update enhances data integrity and reliability within the system.

	As well as the highlighted areas above, there have also been some minor quality-of-life improvements and software stability fixes added to the product.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.