Release Date: 07/30/2025
| Release Date | 2025 | ||||||
| Month/Mes/mês | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
| Virtual Assistant | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Live | ✓ | - | ✓ | ✓ | ✓ | ✓ | ✓ |
| Engage | ✓ | - | - | - | ✓ | ✓ | - |
| Studio | - | - | - | - | ✓ | ✓ | - |
| Integrations | - | - | - | - | - | - | - |
| Help | - | - | - | - | - | - | - |
| Voice | - | - | - | - | - | - | - |
| Conversational Video | - | - | - | - | - | - | - |
In the following video, you'll see this month's news flash, a quick look at the improvements and updates to our platforms
Below, we share a summary of each change, along with direct links to the explanatory articles in our Help Center:
Section(s):
✓ Knowledge > Complements
- Text complement: A new complement has been added, allowing you to create rich-format text blocks. Additionally, by adding this complement along with others within the same reply, you can arrange their position to decide how they are displayed.
- MP4 Video complement: This file format can now be included in replies configured for the Facebook channel.
Articles:
Section(s):
✓ Reports > Chats / Agents
- A drop-down menu with the "Download > Summary" option has been added to the Chat Report, allowing you to export only the filtered data or all the values visible in the "History of conversations" table, along with other additional information fields such as Start Time, End Time, Response Time, Operation Time, Room ID, Notes, and Phone.
- In the Agent Report section, the following information fields have been added: CxH, Busy, Pauses, and Productivity, to provide more comprehensive details, with key data for analyzing each agent's performance. Additionally, the Feedback column displays the survey type and responses received in a segmented manner. All this information is also available in the downloadable version of the report.
✓ Settings > Triggers / Domains
- In the Settings > Triggers section, a new trigger type has been added, "Automatic queue closure due to timeout." Once configured, it will be activated when a conversation transferred to a human agent exceeds the maximum time defined for being on hold without receiving a response.
- The list of domains required to use Live has been updated, adding new ones and removing those that no longer apply. These settings must be enabled to display the window correctly and use the platform without issues.
Articles: