What's New

This page provides insights into the new features and updates in Dialogs.

13/August/2024

Click to Call with Video and Voice Support

EnableX Dialogs now supports WebRTC-based Click to Call. Users can start voice and video calls directly from the chatbot widget with one click. We've added a low-code web view widget to make embedding this feature easier. Dialogs also supports ongoing calls with a node-based direct call option for communication.

Improved Configuration and Analytics

  • Reorganized Settings: The settings menu has been reorganized for easier navigation and configuration, making it more intuitive for users.
  • Enhanced Bot Analytics: Redesigned the bot analytics interface and introduced enhancements to bot-level analytics views, offering more detailed and visually appealing data reports for improved decision-making.

Agent Statistics Dashboard

The Agent Dashboard provides a comprehensive view of agent performance metrics, enabling real-time monitoring and comparison of key statistics across all agents and bots. It includes live performance metrics that allow you to track the activity and effectiveness of your agents and bots at a glance.

  • Live Performance Metrics: Displays real-time data on agent and bot activities.
  • Agent Performance Comparison: This section allows you to compare the performance of individual agents, showing the total number of requests handled by each agent. It provides a clear visual representation, making it easy to identify top performers and those needing improvement.
  • Bot Activity Comparison: Offers a comparison of bot performance, showing the total number of requests handled by each bot. This helps in assessing the effectiveness of different bots in handling user interactions.
  • Resolved Requests: Both agent and bot performance are evaluated based on the percentage of resolved requests. This metric is crucial for understanding the efficiency of your team and bots in addressing customer queries.

Knowledge-Based Document Management

  • AI Agent Action Node Enhancement: The AI agent action node now displays a list of uploaded knowledge base resource documents, with a maximum of two documents allowed.
  • Downloadable Knowledge Base: Knowledge base documents can now be downloaded directly from the configuration level, improving accessibility and resource management. Integration of PayU Payment Gateway

PayU Payment Gateway Integration

Dialogs now supports new payment gateway (PayU) integration option. You can easily integrate the payment gateway in the bot configuration and set it up in the flow builder with a node-based configuration. This feature enables secure in-bot transactions.

Usability Enhancements

  • Integration Node Suggestions: Added configuration suggestions in integration nodes to guide users, reducing setup time and minimizing errors.

23/July/2024

Skill-based Routing for Live Sessions

Routes live chat sessions to agents based on their skills, ensuring customer queries are handled by the most qualified agents. Call routing methods:

Dialogs has introduced multiple auto routing methods for live chat sessions. You can choose the most suitable routing strategy for the incoming live chat requests.

  • Round Robin: Assigns sessions to agents in a rotating order.
  • Random Routing: Assigns sessions to agents randomly.
  • Broadcast Routing: Broadcasts session requests to all available agents, allowing the first available agent to pick it up.

Read Bot configuration

Voice Bot Default Language

Dialogs has added default language support for voice bots to English or Hindi. Note that you need to create the bot flow in the selected language. For example, if you select Hindi as the interaction language but create the bot flow in English, the bot will not function. Read Bot configuration

Improved Bot Configuration

Bot configuration settings improved and now provide more easy to use interface. Read Bot configuration

Voice Bot as a new channel

EnableX Dialogs now supports a voice bot as a new communication channel. It uses speech recognition and natural language processing (NLP) to understand spoken language and generate appropriate verbal responses. You need to add a business phone number to your bot. When users call this business phone number, the voice bot listens to their requests and replies using speech.Read voice bot

Agent Configuration Settings

Dialogs now offers Agent Configuration settings, allowing you to customize various aspects of agent interactions and session management. You can set messages for handovers, assignments, and expirations. You can also set the agent request timeout, add skills for skill-based routing, and upload a virtual background image for agents during video calls.

Bot Session Timeout and Self-triggered Bots

Dialogs now allows administrators to set specific timeout durations for bot sessions, e.g. default session length. Also, you can allow you bot to initiate interactions automatically enabling proactive engagement with users.

Redesigned Flow-Builder Toolbar:

The toolbar in the flow-builder has been redesigned for a more intuitive and user-friendly experience.

Agent Notifications

Dialogs now support displaying toast messages to agents within dialogs. Additionally, agents can receive push notifications for new and expired requests even when the app is not open.

Dialogs Workspace Branding:

Dialogs supports you to configure parent domains for workspace branding (e.g., https://*.yourengagements.com) and set specific subdomains. Additionally, you can customize the page title and favicon for portals with subdomains, and configure the theme color and branding icon at the workspace level. Read Workspace Branding

Voice Bot