Feedback
Roadmap
Changelog

Have something to say?

Tell us how we could make the product more useful to you.

Planned

Scheduled callbacks

Introduce Scheduled Callbacks in Connectel, allowing agents to schedule a callback for a specific contact at a chosen date and time. When the scheduled time is reached, the system will automatically trigger the callback without any manual action required. Benefits Ensures no missed follow-ups Improvesuces manual work for agents Improves customer experience and reliability Highly requested by customers using callbacks Enables better planning and structured customer follow-ups Increases the value and usage of the Callback feature (revenue upside)

jens.leijon@connectel.se 2 months ago

Turn off twinning automatically

Create a feature to be able to automatically turn off twinning for certain queues at a certain time to ensure that calls are not going to people the next day that are sick and forgot to turn this feature off. Or something similar to it as twinning right not can create confusion to customer if someone accidentally reaches their voice mail.

Daniel Stepanovitch 4 months ago

In Progress

New Prioritization Logic

We’re introducing a powerful new prioritization engine that gives you full control over how calls & conversations are routed and handled. You can now define multiple priority levels — ensuring that high-value or time-critical calls & conversations are always handled first. With flexible rules and easy configuration, this feature helps you optimize workflows, improve response times, and deliver a smoother customer experience.

jens.leijon@connectel.se 5 months ago

Planned

Smarter AI Reply Assistant

We’re enhancing our AI Reply Assistant to make customer conversations in Connectel even faster and more accurate. ✨ What’s new? Automatic replies with confidence – The AI can now respond automatically when confidence is high, reducing agent workload while maintaining quality. Smarter knowledge – The assistant can search for additional information online to provide more complete answers. Simplified training – Training and improving the assistant is now easier than ever, so you can quickly adapt it to your organization’s needs. Now available in Live Chat – Use the AI as a first line of support in your live chat channel. The assistant handles incoming chats instantly and can seamlessly hand over to a human agent whenever needed. With these improvements, your team can save more time, deliver faster responses, and keep customer satisfaction high.

jens.leijon@connectel.se 6 months ago

In Progress

Connectel Cloud Functions

We’re introducing Cloud Functions, a powerful new feature that lets you build custom integrations and workflows directly inside Connectel — without limitations. With Cloud Functions, you can write your own code inside the Journey module, where workflows are defined and managed. This means you can define exactly how an integration should behave, giving you endless possibilities. 👉 How it works in practice: If you need a basic integration, you can still use the existing REST Request block. But if you want more flexibility — for example, adding custom logic, transforming data, or connecting to external systems in a unique way — you can now use Cloud Functions to write the exact code needed. This gives you the freedom to create integrations tailored to your business, with virtually unlimited options.

jens.leijon@connectel.se 6 months ago

Planned

Trophies & Recognition New Feature

We’re excited to introduce Trophies & Recognition This feature is designed to celebrate your top-performing agents and boost motivation across the team by highlighting those who go above and beyond in resolving customer conversations. Features 🏅 Top 3 Agent Recognition 📊 Leaderboard Widget 💖 Beautiful Badge Design ✨ Daily Pep Notification

jens.leijon@connectel.se 6 months ago