Backlog

Next up

In Progress

Done

Main Roadmap

It would be a nice feature to grab calls in queue for people who recognises the caller and can grab the call directly.

In Review

Grab calls in queue

Daniel Stepanovitch

Be able to delete and update articles on KB

Be able to delete and update articles on KB

Daniel Helenius

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.

Turn off twinning automatically

Önskar en möjlighet att stänga av förslagsfrågorna som kommer fram när man fyller i och skickar in ett formulär, det tvingar kunder att klicka på “skicka” två gånger och flertalet missar detta och får aldrig sitt ärende inskickat

Möjlighet att stänga av förslagsfrågor vid forms

Andreas Lennartsson

Kunns skapa metric på tags för att kunna se hur många ärenden man har i en viss status och med en viss tagg

Metric på Tags

Denna metric borde kunna mäta genomsnittlig hanteringstid på konversationer även när status ändrats till “closed”

Metric - Average conversation handling time

Be able to remove shared dashboards that others have shared with you

Be able to remove shared dashboards

Ability to change conversation headline from subject to sender

conversation headline

Mats Johansson

It really needs to be possible to map or and filter dashboards &amp; reports. If you work with many different and get lots shared with you it’s a really messy view today

Be able to map and filter dashboards & reports

On queue level it’s today possible to require a disposition, I would like it to be possible to require a sub disposition as well. You often build disposition in different stages and want agents to select a sub disposition

Make possible to require sub disposition

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<ul><li>Ensures no missed follow-ups</li><li>Improvesuces manual work for agents</li><li>Improves customer experience and reliability</li><li>Highly requested by customers using callbacks</li><li>Enables better planning and structured customer follow-ups</li><li>Increases the value and usage of the Callback feature (revenue upside)</li></ul>

Planned

Scheduled callbacks

jens.leijon@connectel.se

We’re enhancing our AI Reply Assistant to make customer conversations in Connectel even faster and more accurate.✨ What’s new?<ul><li>Automatic replies with confidence – The AI can now respond automatically when confidence is high, reducing agent workload while maintaining quality.</li><li>Smarter knowledge – The assistant can search for additional information online to provide more complete answers.</li><li>Simplified training – Training and improving the assistant is now easier than ever, so you can quickly adapt it to your organization’s needs.</li><li>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.</li></ul>With these improvements, your team can save more time, deliver faster responses, and keep customer satisfaction high.

Smarter AI Reply Assistant

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.

Sentiment360

We’re excited to introduce Trophies &amp; RecognitionThis 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<ul><li>🏅 Top 3 Agent Recognition</li><li>📊 Leaderboard Widget</li><li>💖 Beautiful Badge Design</li><li>✨ Daily Pep Notification</li></ul>

Trophies & Recognition New Feature

Add support for creating conversations without requiring a contact.

Internal Conversations (no contact)

Add support for receiving text messages.

Inbound SMS/Text Messages

Introduce V2 Statistics, a major upgrade of the statistics and reporting module focused on performance, scalability, and near-instant data availability.

V2 Statistics

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.

V2 User Experience

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.

New Voice Engine

We’re introducing a powerful new prioritization engine that gives you full control over how calls &amp; conversations are routed and handled.You can now define multiple priority levels — ensuring that high-value or time-critical calls &amp; 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.

New Prioritization Logic

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:<ul><li>If you need a basic integration, you can still use the existing REST Request block.</li><li>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.</li></ul>This gives you the freedom to create integrations tailored to your business, with virtually unlimited options.

Connectel Cloud Functions

Dialer

Enable the API for the call bar, allowing customers to build and integrate their own custom phone support solutions using our voice functionality.

Callbar API

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.

Conversational Voicebot/AI Agents

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.

Callbar Code Snippet

Completed

Knowledgebase

Child Conversations

We're currently improving the search functionality to deliver a lightning-fast experience and help you find exactly what you're looking for—quickly, easily, and in the most effective way possible.

Improving the Search

We’re excited to release our new Contact Module, which enables you to manage contacts directly within Connectel. This module allows you to search for contacts, initiate new conversations, and view the complete customer journey—including all previous interactions. It’s designed to streamline workflows and provide agents with a more comprehensive and connected experience.

Contact Module (CRM)

We will add support for an iframe widget, allowing you to embed your own content directly into Connectel. This could include third-party systems or custom tools, helping to create a more seamless and unified experience for users.

Iframe widget

Added default country code to phone number input

Display which user shared dashboards and reports

From/To date filtering selecting individual dates in addition to complete ranges.

From/To date filtering in Conversation filter

We’re adding support for automatic callback, allowing customers to opt out of the queue, keep their position, and receive a callback when it’s their turn.

Automated Callback

We’re adding support for managing live chat conversations, enabling real-time communication and improved customer engagement directly through the platform.