In preview: 7 July 2021
In production: 7 September 2021
The below a details of new features that are added to the WebAgent.
WebAgent Service v 1.29 or higher
Dialogue Manager v 1.20 or higher
During a Email conversation an Agent might need to contact or inform an external party, to enable this we have added a forward capability for email conversations. This enabled an Agent to send a message to an external party in the same thread with the customer. Additionally a reply from an external party will also be added to the conversation. Giving the agent the option to retrieve information externally.
WebAgent Service v 1.30 or higher
Dialogue Manager v 1.21 or higher
While talking to a customer on the phone or via a chat, it could be useful to send an email. This was already possible via Outlook, but as a Dialogue Management system you want the first email to be part of your complete dialogue. To enable this we added a new email functionality. This enables the Agent to send out a email on behalf of the Email Dialogue Provider.