Changelog

🔧 Bug fixes

• An issue was fixed that prevented fields from being updated in GupshupV3 providers.

• An issue was fixed where agents were shown with an undefined status when they had interactions from campaigns using incall strategies.

• The use of WhatsApp HSM templates for GupshupV3 was corrected.

• An issue was fixed that caused the /WFMApi/agents API to return an incorrect number of outbound calls.

• An issue was fixed that caused a ChannelProvider to stop working when used as the default SMS provider.

• Quoted messages for historical SMS interactions were corrected.

⚡️ Improvements

• Added the ability to create tags on video recordings.

• Added a new JSON-based HSM message format for WhatsApp Business.

• Improvements were made to the Inbox. It now displays the last disposition in historical interactions. Additionally, predefined variables can now be used in canned responses.

• Added a new modal to view SMS/WhatsApp templates in an expanded format.

🔧 Bug fixes

• The Download Audio column was removed from the Sounds screen. Audio files can now be downloaded exclusively from the audio playback option.

⚡️ Improvements

• Two new transfer events were added: one for attended transfer attempts and another for when the transfer is successfully completed.

🔧 Bug fixes

• An issue that caused WebChat video recordings to be incomplete has been fixed.

• An error that prevented campaigns from being edited when the associated provider had been deleted has been fixed.

• An error in the processing of task parameters containing the ; character has been fixed.

• An issue in flows that caused the ReadMessage activity to send the variable value wrapped in quotes has been fixed.

⚡️ Improvements

• In the dialer dashboard, when listing calls assigned to an agent, calls associated with blacklisted contacts are now excluded, avoiding confusion about the actual number of pending calls.

🔧 Bug fixes

• Fixed the behavior of the Delete Scheduled Calls button in dialers when the user is on a page other than the first one.

• Enabled interaction transfers to a Supervisor who is in spy mode.

• Fixed an issue that prevented logging in as an agent from a mobile device when screen monitoring was enabled.

• Fixed an issue where queued email interactions were not displayed correctly in campaigns using no-ring strategies.

• Fixed the handling of Inbox messages that contain numbers only.

⚡️ Improvements

• Added a new activity in the Bot Designer called ReadMultimedia, which allows reading text and attachments.

• Added a new configuration in security groups to prevent a Supervisor from downloading dialer lists.

• Added a new feature to create interactions from comments on Instagram posts.

• Added parandvalues to the FinishInteraction Webhook payload.

• Added a new notification sound for interactions.

• Added a new log configuration that allows enabling log rotation, setting the number of rotations, and defining the maximum log file size.

🔧 Bug fixes

• The use of backticks (`) in JSON variables within flows has been fixed.

• Fixed an issue where changes to campaign strategies only took effect after restarting the Server.

• Fixed the recycling functionality of the horizontal processing for dialer lists.

• Fixed an issue where the auto-completion timer for SMS inactivity would no longer reset after the Server restarted.

• Fixed an issue in the Campaign Summary Dashboard where duplicate campaigns were displayed due to a security group error.

• Fixed the behavior of the “Hide agent SMS” setting, which should prevent agents from starting SMS interactions when enabled.

• Fixed notifications in the Inbox for WhatsApp interactions using the HeyNow provider.

• Fixed an issue that caused attachments to have incorrect file extensions on WhatsApp when using the Gupshup v2 and Jelou providers.

• Fixed the functionality for creating interactions from comments on Facebook posts.

• Fixed the file names for document type HSM WhatsApp messages.

⚡️ Improvements

• Added the subject field to Email interactions in the queued interactions window, both for campaign distribution and agent transfers.

• Added synchronization for Image, Video, and Document template types for the GupshupV3 provider.

• The HTTPS certificates were updated.

🔧 Bug fixes

• Fixed the abandoned calls count in the Telephony Dashboard.

• Updated Paraguay's time zone settings.

• Fixed the format of referenced WhatsApp messages in the Recordings screen.

⚡️ Improvements

• Performance improvements were added to interaction distribution.

• Improved error messages when attempting to create an interaction that already exists.

• Optimized the contactability calculation for Voice Dialers.

• Fixed an issue that prevented forwarding emails from finished interactions.

• Fixed an issue that caused dialers not to make all scheduled calls consecutively.

• Fixed an issue where attachments in WhatsApp messages had incorrect file extensions when using the Gupshup v2 provider.

• Added the Portuguese version of the report “SMS Interaction Total Time by Campaign.”

• Made corrections and improvements to the “Email Dialer Detail” report.

• Fixed an issue that prevented editing the original email content when replying to or forwarding messages. Additionally, when using email templates, the original message is now preserved.

• Fixed an issue with duplicate interactions. This fix may also resolve the issue that caused interactions to stop being distributed.

• Fixed an issue when replying to emails. Now, pressing the Enter key no longer deletes the email thread from the interaction.

⚡️ Improvements

• Added the ability to receive Infobip messages via Webhook.

• Added the ability to create Messenger interactions from post comments.

🔧 Bug fixes

• Fixed an issue that prevented retrieving very long command outputs in the ExecCommand activity of Bots.

• Fixed translations in the Gupshup v3 provider creation, the buttons to subscribe to the Webhook are now displayed correctly.

• Fixed the display of the field for replying to forwarded emails.

• Fixed an issue that prevented using breaks when uPhone was open in multiple tabs.

• Fixed an issue that caused tasks not to notify users who were not Supervisors.

⚡️ Improvements

• Added the call audio to screen recordings.

• Added a validation so that, if the screen spy setting is enabled, agents must share their screen when logging in.

• WhatsApp template messages, which were previously shown as JSON, are now displayed in the Inbox in a more user-friendly format.

• Fixed the behavior of attachments in email forwarding.

• Fixed an issue where campaign disposition actions were not displayed.

• Fixed an issue that prevented dispositions for calls transferred from a VoiceBroadcast dialer.

• Fixed an issue where unanswered calls were not retried in outbound dialers.

• Fixed errors in the report for abandoned inbound call details.

• Fixed email replies in historical interactions.

• Fixed the attachments column in SMS reports. It now correctly shows whether a message is an attachment or not.

• Fixed an issue where the start date in recording searches defaulted to the current day.

• Fixed visual issues in unread interactions in the Inbox.

⚡️ Improvements

• Added the ability to create a GupshupV3 provider even if the webhook subscription fails.

• Added a new endpoint to obtain or create an API token.

• Added a new endpoint to retrieve information about all users in the system or about a specific user.

• Added the ability to download attachments received in WhatsApp interactions using the Jelou provider.

• Updated Infobip API version to v3 for SMS providers.

• Added improvements and optimizations in interaction loading in the Inbox.

• Added a new report called Transferred Webchat Details.

• Added the schedule column in the Telephony Disposition Details report.

• WhatsApp GupshupV2 providers can no longer be created. Instead, GupshupWhatsappV3 must be used.

🔧 Bug fixes

• The display of messages in the spy for WhatsApp interactions was fixed.

• Fixed issues in the search for SMS/WhatsApp recordings.

• Fixed an issue where no notification was triggered when an agent received a transfer to a campaign if the interaction had previously been transferred by a bot. In addition, a setting was added to enable or disable these notifications.

• Fixed errors in saving metrics during blind transfers.

• Fixed the functionality to reply to WhatsApp messages. Additionally, fixed message reactions for Gupshup v2 and v3.

• Fixed the use of WhatsApp templates with header variables for Gupshup v3.

⚡️ Improvements

• Added a new variable INITIAL_FILE_MESSAGES to bot flows. Its behavior is analogous to INITIAL_MESSAGE but with attachments.

• Added functionality to persist the status of WhatsApp messages received via Webhook in the MessageStatus activity.

• Added the ability to disposition VoiceBroadcast dialer calls.

• Added functionality to use WhatsApp templates for historical interactions.

• Fixed the processing of recycled dialer lists with variables.

• Fixed an issue where calls could reach uPhone even when the status showed as break.

• Fixed the display of messages in social media recordings.

⚡️ Improvements

• Added a column for template message content in WhatsApp interactions reports.

🔧 Bug fixes

• The upload of attachments for forwarded emails was fixed, both in the same interaction and in a new one.

• Fixed an issue that prevented answering calls with uPhone.

• Fixed the display of the forward modal in email interactions.

• Fixed issues with voice recording playback at speeds other than 1x.

• Corrected errors in the Abandoned Detail report.

• Fixed campaign member pauses when using Incall strategies.

• Fixed the display of HSM messages in the spy.

⚡️ Improvements

• Added the possibility to assign dispositions to SMS/WhatsApp interactions that were automatically finished.

• Added a new provider called GupshupV3, which also uses MM Lite for Marketing templates.

• Added the option “priority main phone” when uploading Telephony Dialer lists.

• Fixed agent pause issues in campaigns with Incall strategy.

• Fixed an error when receiving WhatsApp messages containing quotation marks.

• Fixed dialer calls not finishing correctly after a transfer.

• Fixed an issue in the survey builder when creating Multiple Grid type questions that included quotation marks.

• Fixed an error that prevented starting a new interaction from the interaction history.

⚡️ Improvements

• Added a new Task type to send the status of Meta channels when providers are inactive or facing errors.

• Added HSM templates for WhatsApp Business.

• Added a new Task that sends a notification when campaigns reach a configurable number of queued interactions.

🔧 Bug fixes

• Fixed message display in recordings for deleted campaigns.

• Fixed the reception of PDF files through WhatsApp interactions.

• Fixed the functionality to pin interactions in the Inbox.

⚡️ Improvements

• A notification is now shown to the agent when a transferred interaction is attended in another campaign.

• Fixed comma usage in variables for dialers lists.

• Fixed the UC_getMySuperCampaigns endpoint for forms.

• Fixed the behavior of unread messages in WebChat.

• Fixed the Virtual Hold feature to prevent multiple calls being generated for the same number.

• Fixed an issue where the first message was duplicated when loading interaction history.

• Fixed the query used to retrieve the number of processed contacts for dialers, which was incorrectly counting duplicate cases of calls to the same contact with different dispositions.

⚡️ Improvements

• Added a button that allows you to cancel drafting a reply while composing an email.

🔧 Bug fixes

• Fixed the display of the HSM icon in SMS/WhatsApp recordings.

• Fixed the upload of lists in XLSX format.

• Fixed campaign name registration for recordings after a blind transfer.

• Fixed audio playback issues.

⚡️ Improvements

• Added seconds to the file download timestamp format.

• Added SMS and Email dialer messages to the Inbox history.

• Fixed calculation errors using PowerDialer dialers.

• Fixed timeout issues during call transfers.

• Resolved an error that prevented retrying calls or using alternative numbers when the dialer reached the maximum configured ring time.

• Fixed time zone issues in Paraguay.

• Corrected the saving of AMD analysis results in VoiceBroadcast dialers.

• Fixed an issue that prevented creating SMS providers after a failed attempt.

⚡️ Improvements

• Improved HSM message sending using Canned Responses. Now, each variable can include more than one word.

• Enhanced assignment process for incoming interactions.

• Added a new setting to display Hardphones in Dashboards.

• Introduced a new feature to automatically end an SMS interaction after a configured period of inactivity.

• Added a new variable called WHATSAPP_PAYLOAD to Bot flows to retrieve the payload.

• The order of interactions in the Unified Inbox was fixed when logging back in.

🔧 Bug fixes

• Fixed the issue with sending messages through Messenger interactions after the 24-hour window.

• Fixed issues when uploading audio files for Music on Hold and Sounds.

• Fixed the behavior of dispositions and the interaction history in uPhone.

• Fixed issues in the Agent Dashboard.

• Various reports were corrected and improved.

• Fixed the behavior of CC using SMTP-IMAP type email providers.

• The display of the button to load the message history in the chat between agents was fixed.

⚡️ Improvements

• Improved visibility restrictions for users with security groups when viewing email dialers.

• Added support for line breaks in messages within the Inbox.

• Fixed the sending of HSMs with documents using the Infobip v2 provider.

• Fixed the sending of alerts for SMS providers.

• Improved and corrected the handling of unread messages in the Inbox.

• Fixed the display of dispositions in uPhone.

⚡️ Improvements

• Added improvements to the "Reply" section in email interactions.

• Improved the calculation of dialer contactability.

🔧 Bug fixes

• Corrections were made to the functionality of the dialers.

🔧 Bug fixes

• Fixed the message sent through SupervisorAlert SMS alerts. The configured custom message is now correctly used instead of the default one.

• Fixed the setting that allows displaying only the agent's own dispositions in the Dispositions Dashboard.

• Fixed issues in the "Telephony Disposition Details by Date" report.

⚡️ Improvements

• Added the Email channel to the configuration that enables or disables attachments in interactions.

🔧 Bug fixes

• Fixes were made to the validation of names for telephony dialer lists.

• Fixed issues with reactions to WhatsApp interaction messages using Gupshup.

⚡️ Improvements

• A new configuration called "Inbox Time Interval" was added, allowing customization of the time range for searching interactions in the history.

• A new configuration was added to enable or disable the ability for agents to send attachments in interactions across all text channels.

🔧 Bug fixes

• The functionality of the followLastAgent setting for ringall strategies was fixed.

• The saving of messages in Instagram interactions was fixed.

• The reception of emails using Gmail as a provider was fixed.

🔧 Bug fixes

• Fixed the recycling of Progressive dialer lists.

• Fixed the attachment names in email interactions; the original name is now displayed.

• Made corrections to recordings of transfers between campaigns.

• Fixed the sending of .txt files in WhatsApp interactions when using Gupshup as a provider.