Released on Nov 11, 2024 · 7 updates
Added the ability to import Shifts from Microsoft Teams
Added the ability to import Shifts from Microsoft Teams
You can now configure a separate Teams connection for importing shifts.
NOTE: This Miscorosft API is currently only supported for the Global Service Authority.
Once connected, you can configure mappings for teams in Microsoft Teams. This will create a webhook to automatically import the shifts from Teams. Only shifts assigned to a user in teams will be imported. The shifts will only be added into Halo for agents that have been synced with Microsoft Entra ID and have the setting "Enable shift imports" turned on against their account.
There is a button to enable this for every agent in a team.
In addition to the webhooks, the integrator can be set up to import shifts as a backup in case any are missed.
Added an option to Agent Statuses which allows load balance and round robin for tickets created from a chat
Added an option to Agent Statuses which allows load balance and round robin for tickets created from a chat
This option is only available when the Agent Status does not allow load balance or round robin normally.
Added an option to global Chat Settings to paste a Canned Text in the message box instead of sending straight away
Added an option to global Chat Settings to paste a Canned Text in the message box instead of sending straight away
Added an option to Chat Profiles to enable gathering of Additional Comments after One-Click-Feedback when a Chat has ended
Added an option to Chat Profiles to enable gathering of Additional Comments after One-Click-Feedback when a Chat has ended
Added a new Call Script step type for User Identity Verification
Added a new Call Script step type for User Identity Verification
This call script step type will show User fields specified in the step config to the Agent during the call script, with the data from the matched User record. Therefore you can prompt the Agent to ask the caller various details about their account to confirm the caller is the matched User account holder.
Various system fields are available to display, along with custom fields.
If no User is matched or set for the call, the fields will not be shown.
Added an option to allow Agents to translate Live Chat messages from Users
Added an option to allow Agents to translate Live Chat messages from Users
This uses the Azure Translator integration and must be enabled within the integration configuration page.
Added a AI suggestion to Merge the Ticket into the Ticket with the highest match
Added a AI suggestion to Merge the Ticket into the Ticket with the highest match
This AI Suggestion type can be configured to automatically merge a Ticket into a matched Ticket.
There are extra options in the AI Suggestion configuration to ensure it the Ticket selected to merge into is at the same Client, Site, and/or User.
A high minimum score is suggested.
