Backlog
20Under consideration
Grab calls in queue
It would be a nice feature to grab calls in queue for people who recognises the caller and can grab the call directly.
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.
Tilldela samtal manuellt
Jag hade velat kunna tilldela ett samtal till en specifik agent.
Sound indicator when initiating internal calls
Want to have a sound indicator that a internal call is ongoing before it is picked up.
Add "Announcement Banner" for important information to Agents
It would be good to be able to alert all agents or certain teams when there is important information, for example when there are service disruptions, ongoing campaigns, or other important updates. The banner should be visible at the top of the agent interface, with the option to target specific teams or select "All" to reach everyone. This would be a simple and effective way to make sure everyone concerned sees important information, rather than relying on messages in shared Teams or Slack channels, where updates can easily get lost. Suggested functionality: Create and publish information banners. Choose whether the banner should be visible to all agents or selected teams. Optionally set a start and end time for the banner. Allow agents to acknowledge that they have read the information.
Möjlighet att se "average" på ink samtal eller konversationer
Idag finns det ingen filtrering eller metric som gör att man över tid kan se en “average” på t.ex nya konversationer. Ett exempel. Jag väljer tidsperiod senaste 30 dagarna och vill filtrera på veckodag. Tar jag då “new conversations” får jag endast en totalsumma hur många ärenden som kommit in varje veckodag. Det går alltså inte att få till ett snitt, detsamma gäller samtal osv. Fungerar endast på tid och då kötid
Editor settings saved locally
If there are changes done in the editor it should be saved for future conversations. Would also be nice with a “restore default” if such functionality is added.
Ability to show Caller ID Name for outbound calls
Ability to show followed by telephone number when dialing outbound.
Ability to send end-customer number instead of queue number
This when performing a blind or attended transfer, same way it is possible via the journey and external dial. “Display Queue number” function when doing transfers.
Filtrering på kvart
Önskar kunna filtrera antal inkommande samtal på kvarts nivå. I dagsläget går det endast att ta fram data per timme vilket inte känns tillräckligt för att sätta ordentliga prognoser.
Next up
5Committed and queued
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)
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.
Sentiment360
We are introducing a new feature in our customer service platform that analyzes all customer interactions—both messages and calls—to generate a Customer Satisfaction Score. This score provides valuable insights into customer sentiment and enables us to proactively improve service quality.
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
Internal Conversations (no contact)
Add support for creating conversations without requiring a contact.
In Progress
4Actively being built
Callbar API
Enable the API for the call bar, allowing customers to build and integrate their own custom phone support solutions using our voice functionality.
Inbound SMS/Text Messages
Add support for receiving text messages.
Conversational Voicebot/AI Agents
We’re developing conversational voicebots and AI agents that can act as human-like virtual agents, capable of managing customer conversations efficiently and naturally. This will enable automated, yet personal, interactions—enhancing the customer experience while reducing manual workload.
Callbar Code Snippet
We’re adding the capability to embed our phone/call bar into other systems. This means you’ll be able to integrate our call functionality directly into external platforms, allowing agents to manage calls seamlessly without switching systems.
Done
28Recently shipped
Knowledgebase
Add support for Knowledgebase.
"If a Reply-To header exists, use that as the recipient of the auto-reply instead of the sender.
Today you only support auto reply to target the sender, but you need to be able to target “reply- to header” basic functionality which should be supported by all email clients.
Additional support for preview attachments (email channel)
Add additional support for xls, EML, csv and more formats to the preview functionality in Atlas.
V2 Statistics
Introduce V2 Statistics, a major upgrade of the statistics and reporting module focused on performance, scalability, and near-instant data availability.
V2 User Experience
Introduce V2 User Experience, an updated and improved user experience across the platform focused on performance, responsiveness, and usability. This initiative delivers a noticeably faster, smoother, and more reliable experience for end users.
Be able to delete and update articles on KB
Be able to delete and update articles on KB
Child Conversations
New feature Child Conversations
New Voice Engine
We are currently working on a major upgrade to our Voice Engine, which will handle all voice calls and voice queue settings. This enhancement will bring significant improvements in both stability and reliability for the voice channel, ensuring a smoother and more dependable experience for both users and customers.
Kopiera text från Connectel
Hej! Vi har problem med att kopiera texten från rutorna, det hamnar i våra andra program alltid ett steg ner, då måste vi kopiera det, ta bort det, ta bort det igen och sedan lägga in det. I rutan där kund kan lägga in orderrummet längst upp går det inte en kopiera från sedan ni gjorde nya uppdateringen så detta har varit länge! Jag kan visa över delad skärm om ni inte förstår vad jag menar.
Helt tyst väntmusik
Istället för melodi eller ringsignaler så önskas en helt tyst ljudfil. Detta för att istället bara använda periodic announcements.