Introducing, a new messaging channel in Contact Center: WhatsApp. Supported via integration with MessageBird.
Important: In the current version, only PLAIN TEXT messaging will be supported.
When
Jun 28: USA West, Canada
Jun 29: USA East
Highlights
Customers and Partners will be able to manage the new channel for communication between Agents and users.
The Contact Center Administrator will be able to set up the integration between Contact Center Admin Portal and their existing MessageBird account.
Through this integration, Contact Center Agents will be able to send and receive messages from Customers using a business phone number associated with the WhatsApp account.
WhatsApp will become a part of the existing SMS service that includes Twilio. All major functionality will be inherited from the SMS service.
To use the new messaging provider, a chat queue MUST be created and have Agents assigned to it.
Provided the MessageBird integration is successfully set up, the WhatsApp number will appear in the list of other SMS numbers. Then it can be chosen for routing to the selected chat queue.
Similarly to the other SMS providers, the Contact Center Administrator will be able to configure the settings for WhatsApp messaging:
Send a reply message when the message is received
Send a reply message when the queue is closed
Send a reply message when the queue is unattended
Receive new messages only when the queue is closed or unattended
How do I get this feature?
The new feature will be available to subscribers of Contact Center Platinum, or as an SMS and Messaging Add-on.
Contact your Service Provider for information on how to purchase and activate the add-on.
Currently, sensitive identifying information (such as SSN, credit card numbers, etc.) are recorded during a call if a customer mentions such information. If transcription services are used, this sensitive information is kept on the transcription. Then if additional AI features are used, the transcription might be sent for analysis by a Generative AI engine, which would give the engine access to the sensitive data.
Introducing, AI transcription redaction. We will redact sensitive data while transcribing voice recordings. The generated transcript will not document sensitive information. In other words, this information will not appear on the transcript and it will not be sent to Generative AI engines.
When
Jun 21: USA West, Canada
Jun 22: USA East
Highlights
All transcribed queues will include a Redaction setting.
The default value for all Contact Center transcribed calls (except for voicemails) will be ON. This means that all recordings WILL BE redacted by default.
For all Contact Center voicemail queues, the default value will be OFF. This means that all recordings of voicemail queues WILL NOT BE redacted by default.
Customers will be able to change this setting as needed:
Voice queues:
Voicemail queues:
By default, the following information will be EXCLUDED from redaction:
Name
Age
Location
Marital Status
Occupation
Zodiac Sign
Important: In a future release, we will add the ability to customize the list of information to be excluded from redaction.
How do I get this feature?
The new feature will be available to Customers who have Transcriptions available on their account.
No intervention is required from a Service Provider.