Contact center

Ability to change recipient list in an email reply

Agents can now add and modify email addresses in the To, Cc, and Bcc fields in replies to ACD-routed email interactions. For more information, see Work with ACD email.

Outbound call flow variables

Architect call flow designers can now use the built-in variables in outbound call flows to consume data from the contact list to provide more dynamic experiences within an agent-less flow. For more information, see Architect built-in variables.