messaging interactions


June 24, 2020

Contact center

  • Contact verification and interaction history enhancements for selected regions
  • Add Workforce Engagement Management to subscriptions
  • Template messages for agents using WhatsApp
  • Increased limit for Agent Performance views filters
  • Digital flow outcome functionality in Architect and Analytics API
  • Assign Google Dialogflow bot events for non-responsive callers
  • Barge-in functionality for Google Dialogflow enabled by default

Integrations

  • Introducing Adobe data actions integration
  • Introducing Adobe Experience Platform integration for profile lookup

Deprecations

  • Screen recording, evaluations, and surveys permissions change
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March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • PureCloud Bridge integrations deprecation FAQs
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February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • PureCloud Voice in Germany

Contact center

  • Message delivery status notifications
[View details]