July 18, 2024

IntelePeer provides SmartCommunicator™ APIs so you can manage your agents:

• View agents collectively or individually.

• Onboard or offboard/delete agents.

• Update current agent information.

• Update MS-DS Consistency ID, Azure Object ID, and telephone numbers.

Implement a Shared Inbox, enabling groups within your enterprise to view and respond to customer messages.

• For example, when a customer messages the main Technical Support number, their message is visible to all members of the Technical Support team, and any member can read and respond to the customer's message from the main support number (rather than their individual Microsoft Teams phone numbers).

• Members of a group mailbox will have a new Shared Inbox tab at the top of the app.

  • Within the Shared Inbox tab, you can sort to view all cases, open cases, or closed cases.

• Members of a Shared Inbox can mark customer interactions as "closed" via the three vertical dots menu to the right of a conversation and the Close Case option.

  • "Closed" appears to the right of the customer name/phone number in the conversation list on the left.

    • If an interaction is "Closed", new messages cannot be sent to the customer via that conversation thread.

      Note: If an interaction with a customer is closed, and the same customer messages the Shared Inbox again later, a new case will be opened.

You can now send files up to 3.6 MB.

• Previously, you could only send files 1 MB or less.

• Now, if you send a file between 1 MB and 3.6 MB, a warning message will appear, alerting that your message may not be delivered due to mobile provider limitations.

  Note: If you attempt to send a file greater than 3 MB you may experience an error, but we expect to have this resolved in the next SmartCommunicator release. For files greater than 3.6 MB, an error message will appear.

Include text when sending a GIF.

• Select the appropriate GIF, type a message in the text box, and click the send icon to include both elements in your message.

You can now delete or resend your outbound messages.

• Three vertical dots appear on the far right of your sent messages.

• If the message was successfully sent you can delete it.

• If the message was not successfully sent a red exclamation point icon appears to the right of your message. Click the resend menu option to attempt the message again.

The search feature was removed from the Messages chat box.

Sync between SmartCommunicator and Outlook contacts is now optional.

• For new customers, sync will be off by default and can be turned on by request.

• For existing customers, sync is currently enabled, and it can be turned off by request.

The following bugs were resolved:

• Previously, an issue was causing SmartCommunicator and Outlook contacts to be created as soon as a new phone number was messaged. Now, contacts are only created when a new phone number is saved, or a contact is created.

• Sync issues for contacts saved in Outlook appearing in both the previous conversations list and the chat box itself were resolved.

  • Previously, the updated name would appear in the history but not the chat box.

    Note: You may also need to click the Refresh button or navigate between the Messages and Calls tabs for the updated Outlook label to appear in SmartCommunicator.

• When creating a new contact, there were no character limits in the Create Contact pop-up fields, but if too many characters were added, the contact could not be saved.

  • Character limits and warning messages are now in place for all of the Create Contact fields.

• Date and time details now appear in the top right corner of multimedia messages. Previously, these details appeared for text only messages, not MMS.

• Previously, if a telephone number was pasted in the message text box and the message was sent, a blue check mark would not appear to the right of the message in the chat box. This issue was resolved, and the message successfully sent check mark now appears next to pasted telephone number messages.

• When a telephone number is copied with an extra space before or after the number and pasted in the text box on the Calls tab, the call will now proceed as expected.

  • Previously, an "error calling contact" message would appear, and the call could not be made.

• Enhancements were made to improve app and conversation load times.

• Display of SmartCommunicator notifications in the Activity feed were updated to ensure the correct view depending on the device being used.

  • Previously, when accessing Activity notifications via desktop, the mobile view would appear instead.

• When you click on a notification in the Activity feed, you are now brought to that specific message within the app.

  • Previously, an error caused the appropriate conversation to open, but you were not brought to the expected specific message.

• If you experience connectivity issues while using the app, new pop-ups will distinguish between network quality issues or no internet connection.

  • If you are experiencing low- or poor-quality connection issues, a banner will appear at the top of the app, describing the issue and recommended remediation.

  • If you have no internet connection, a banner will appear at the top of the app describing the issue, and a pop-up message will appear, recommending reloading the app.