New Features

Contact Hub/Blind Transfers

Blind Transfers Introduced: You can now transfer calls as soon as the third party’s line begins ringing, eliminating the need to wait for them to answer.

• Applicable to All Transfer Methods: This feature works with Hot Key, Scripts, Manual Dialling, and API-based transfers.
• Improved Efficiency: Ideal for time-sensitive environments, blind transfers help you redirect calls faster, reducing delays and ensuring a smoother experience for your customers.

Webchat API: Chatbot Transcript Transfer

Are you using a Chatbot? Integrate It Seamlessly with MaxContact

If you’re using a chatbot and want to connect it to MaxContact, our Webchat API makes handovers to agents effortless.

When a chatbot reaches its limits, the conversation transfers to an available agent—bringing along the full transcript and pre-chat responses.

Why Integrate?

• No lost context – Agents see the full conversation history, eliminating repetition.
• Smoother transitions – Customers aren’t frustrated by repeating themselves.
• More personalised interactions – Agents can pick up where the chatbot left off.

Create exceptional customer experiences by automating workflows between your existing systems.  

Product Updates

User Portal/Contact Hub

Canned Responses. Within Contact Hub, we’ve made updates to the canned response menu, the menu item will no longer mistakenly appear for Voice Campaigns. Additionally, when handling calls unrelated to the active interaction in Digital Campaigns, the menu item will remain visible but disabled.

Canned Responses. The canned response search has been updated to display only results with matching shortcuts, rather than those with matches in the response text. This ensures the search works as intended for quicker and more accurate results.

Email Templates. We’ve fixed an issue that was preventing image uploads in Email Templates. You can now upload images without any problems.

Dynamic Nailup. We’ve resolved an issue affecting users with Dynamic Nailup where, if a call transfer was cancelled before being accepted, the recipient would still see a prompt for a non-existent call. Now, when a transfer is cancelled, the prompt will close automatically, the recipient will be notified, and they’ll return to the Ready status to continue handling calls. This fix applies to both Contact Hub and Webagent.

Callbacks. We’ve improved how callbacks are handled during manual dial calls that are transferred. If the call ends with a final result code, the system will now correctly validate whether the callback should be removed, ensuring it is only kept when appropriate.

Manager Portal/Management

CTU. We’ve resolved an issue where the CTU page could become unresponsive during navigation or updates. Improvements include reducing the amount of data loaded initially and simplifying data responses. These changes significantly improve loading times and ensure smoother performance.

Manager Portal/Reporting

Reports. Reports from the in-product reporting suite will no longer be sent or saved as XLS files – they’ll now be delivered as XLSX instead. This ensures compatibility with the modern, widely supported format for Excel files.

Database Updates

As part of the MaxContact Webchat API: Chatbot Transcript Transfer feature a new database schema has been added called "bot_interaction". This schema contains a number of new tables that can be used to pull data relating to this feature.

	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.