📦Mar. 2025 Release

Released Mar. 30, 2025

Release Content:

Offline Services

The new "Offline Service" feature is designed for services that can be completed without direct customer interaction. This mode applies when a customer uses the Portal or Chatbot (such as WhatsApp) to submit their information and create a case that an agent will address later. The flow for Offline Service is similar to a regular walk-in service; however, it concludes after the case is created. The customer is not redirected to a ticket or a chat with an agent.

Offline Service - Enf of Flow

To create an offline service, select Offline in the New Service dialog:

New Service Dialog

Make sure the relevant Service Types in the service's category support the offline channel:

Service Type Channels

New pages were added to the Portal and Ticket profiles to support the Offline flow.

Add translations using Customer Engagement / Public Apps / Portal Profiles if you need to translate the portal.

• The relevant Portal pages are "Submit Inquiry" and "Offline Case Details".

• The relevant Ticket page is "Case Offline".

Submit Inquiry Page Profile

Digital Signage

Simplified Administration

The Digital Signage/ Signage Designer tool was changed to simplify layout administration.

Improvements include:

1. You are no longer required to manage the frame layouts in your organization. Frame layouts are now part of the screen layout and are managed and configured from the layout screen. This change significantly simplifies setting up and configuring screen layouts.

2. When the underlying screen or frame template changes, you can easily update your layout to the new version.

Screen Layout Details Page

Security Fixes (roles)

We have fixed a couple of security roles that did not fully comply with their designed behavior.

• Users in the Agent role can access their allocated calendars.

• Fixed Appointments Manager access permissions.

• Allow users in the Case Manager role to perform actions in any case record.

New Text-To-Speech Voices

We've added the following voices for public announcements:

• Romanian, Emil, and Alina.

• During onboarding, the default announcement is set to: Client {{case.ticket.prefix}}{{case.ticket.number}}{{case.ticket.suffix}}, vă rugăm să vă prezentați la {{workstation.name}}

Announcmement Voices

UI Changes

• Reduced padding in input control (system-wide)