Contact center

Screen share for chat 

Agents can now view the customer’s desktop or application during web chat interactions. For more information, see About screen share. For a comparison of screen share and co-browse capabilities, see Co-browse vs. screen share feature matrix.  

Contact property call rule condition

Outbound administrators can now use the Contact Property condition to create a call rule based on the last call attempt made for a contact or contact number. For more information, see Add a call rule.

Norwegian Bokmal language support in Architect

System audio file support in Architect is now available for Norwegian Bokmal (nb-NO), for the Play Estimated Wait Time and Play Position In Queue actions and Collect Input verification. For more information, see Play Estimated Wait Time action, Play Position in Queue action, and Collect Input data action.