Changelog

🔧 Bug fixes

• Fixed the ability to rate interactions with COPC models.

• Fixed an issue when replying to comments on the Facebook wall where the text box appeared cut off and prevented typing correctly on standard screens.

• Fixed an issue that prevented comments from reaching Instagram posts on new installations.

⚡️ Improvements

• For Instagram interactions, added redirection to the original post when clicking the Instagram icon on a message. Also fixed an issue that prevented interactions from being created from comments containing GIFs.

• Added VoiceBroadcast to recording filters. Also added a setting to record calls from VoiceBroadcast dialers.

• Improved the COPC score to update in real time in the recording list when saving or deleting an evaluation.

• Added an audit log for Form deletions.

🔧 Bug fixes

• Fixed callerId field sending "undefined" in InteractionDisposition webhook notifications when dispositioning from uPhone.

• Fixed an issue that prevented dispositioning unanswered calls from uPhone.

⚡️ Improvements

• Added human tags usage for Instagram messages.

• Added call notifications to uPhone.

🔧 Bug fixes

• The display of dispositions in the "Campaign Time Details" report has been fixed.

• An issue in agent-to-agent chats was fixed where the agent who initiated the conversation could not view previous historical messages.

• The functionality of the record button on the Sounds screen has been fixed.

• An issue was fixed where the WFM Interactions API classified all calls as outbound.

⚡️ Improvements

• Improvements were made to optimize the generation of the Transferred Calls Detail report. Additionally, the structure of the PHONEATTENDEDTRANSFER events in the database was modified.

• The date and time were added to reschedule action dispositions in uPhone.

• A new column called "Full Name" was added to the Break Details report.

• A tooltip was added to the "Customer" field in the interaction ring modal, allowing users to view the customer's full email address.

• The functionality to sort unattended interactions by waiting time was added to the Campaign Dashboard.

🔧 Bug fixes

• Fixed an issue that caused calls to stop ringing in Chromium version 149.

🔧 Bug fixes

• Fixed an issue in uPhone that prevented makeCall data from being correctly added when performing attended transfers to a campaign.

• Fixed an issue that caused the call transfer button not to be displayed in the Inbox.

• Fixed an issue that caused interactions to appear as pending in the Dashboard after being transferred by a Bot at the end of a flow.

• Fixed an issue that caused replies to outgoing emails not to be displayed within the same conversation thread.

• Fixed an issue that prevented disabled campaigns from being modified.

• Fixed translations in some reports for Italian and Portuguese.

⚡️ New!

• Added support for outbound WhatsApp calls through Gupshup v3, including management of the prior consent required by WhatsApp.

🔧 Bug fixes

• Fixed the functionality for copying Excel rows into emails.

• Fixed an issue in the telephony dashboards that prevented connected agents from being displayed.

• Fixed an error when uploading lists in dialers with dialing rules.

• Fixed the Quality Models functionality for Webchat interactions.

• Fixed an issue that prevented notifications from being sorted by queue time.

⚡️ Improvements

• Added profile picture, full name, username, and extension to the agent selector for call transfers in uPhone.

• Improved port generation for Dinstar. It is now sequential instead of random.

• Error messages were added for GupshupV3 HSM templates.

🔧 Bug fixes

• A bug was fixed in the telephony Dashboards that caused connected agents not to be displayed.

🔧 Bug fixes

• Fixed date formatting in reports.

• Fixed the audit log for WebChat campaign deletion.

• Fixed the interaction start modal for SMS/WhatsApp and Email channels.

• Fixed an issue where pagination in the dispositions list was not working correctly.

• Fixed the completed call count in the campaign dashboard.

• Fixed an issue that caused uContact to get stuck on a loading screen when accessing the history of a campaign using a ChannelProvider-type provider.

⚡️ Improvements

• Added makeCall method data to the finishedCall event in addition to the gettingCall event.

🔧 Bug fixes

• Fixed an issue where screen recording would sometimes not start after a transfer.

• Fixed the display of HSM-type messages in spy mode.

• Fixed transfer reports. Previously, "BRIDGE" was shown instead of the destination for attended transfers.

• Fixed an issue where buttons in the Inbox were not visible when messages or replies were very long.

• Fixed an unexpected scroll when reloading tables in the campaign status dashboard.

• Fixed negative break times in reports.

🔧 Bug fixes

• An issue was fixed that caused empty conversations in SMS recordings when receiving replies to Instagram stories.

⚡️ Improvements

• A new data parameter was added to the makeCall command in the Window Proxy API of uPhone. This parameter allows passing information when initiating a call, which is then propagated during transfers and emitted through the gettingCall event.

🔧 Bug fixes

• Fixed the automatic inactivity timeout functionality for SMS interactions.

• Fixed the ordering of interactions in the Inbox. They are now sorted chronologically. If the interaction timeout is set to a value greater than zero and is reached, the system-defined order will apply.

• Reduced the waiting time when retrieving agent statuses in the Softphone transfer menu.

⚡️ Improvements

• Added a new column called "Transferred Interactions" to the "SMS Interactions Finalized by Agent" report. Transfers are no longer counted as finalized in this report.

• Added a segment selection field (campaign and agent) for calls in the COPC rating screen.

• Fixed the functionality for using emojis and audio messages in the Inbox.

• Added a filter to the canned responses modal. You can now filter between those synchronized with the provider (available only for WhatsApp) and those created within the campaign.

🔧 Bug fixes

• Fixed interaction transfers between telephony campaigns in uPhone.

• Fixed an issue where interactions that passed through a Bot and ended with a transfer were incorrectly displayed as pending in the Dashboard.

• Fixed the functionality to open the transfer popover in the Inbox.

• Fixed duplicate messages in SMS interactions.

• Fixed an issue where HTML forms sent via email partially lost their content.

• Fixed the process for deleting emails from the Blacklist.

• Fixed the contactability calculation for voice dialer lists.

⚡️ Improvements

• Added Italian audio support to uContact.

🔧 Bug fixes

• The download time for email channel attachments has been limited.

• Fixed an issue that caused the telephony campaign summary to scroll automatically every time it was refreshed.

• Fixed the visualization of Facebook recordings.

• Fixed the behavior when modifying holidays for text channels.

• Removed unnecessary permissions when requesting consent during Outlook login.

• Fixed the sendEmail Bot activity when the provider used is Outlook.

• Fixed the interaction history for campaigns using channel providers.

• Fixed an issue where calls with satisfaction surveys were counted as abandoned calls in the IVR abandoned calls report.

⚡️ Improvements

• Added parandvalues for the finishedCall event in uPhone.

🔧 Bug fixes

• Client messages and outbound messages sent by a Bot are now saved when the campaign is on a holiday for SMS and Messenger channels.

• A new Extended IMAP Compatibility field was added for SMTP-IMAP email providers.

• Template synchronization for WhatsApp Business HSM templates was fixed.

• An issue was fixed where images pasted by an agent into an email could not be viewed later in uContact.

⚡️ Improvements

• A new feature was added to allow downloading attachments that cannot be previewed in the Inbox.

• It is now possible to specify the name of a video recording for inbound Telephony and WebChat calls.

🔧 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.