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Release center March 2025
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March 2025

Send Chat transcripts to your CRM

You can now set up a chat webhook to synchronize the chat transcript and other details to another system, like a CRM. In Project -> Webhook settings, create a new Chat webhook. The webhook will be triggered every time a chat ends (either by an agent, the customer, or another future workflow).

The webhook includes the entire chat transcript, relevant IDs, and custom fields of the record if the chat was assigned to one. You can also use a webhook template to customize the request Body of the webhook. Results will also appear in the webhook statistics. The webhook works for all chat channels, including VCC Webchat, Facebook Messenger, WhatsApp Business, Instagram Direct, and VCC Live 360.

Check out the full documentation here.

Integrate WhatsApp Business account directly from VCC Live

VCC Live is now a verified Tech Provider for WhatsApp Business integration by Meta, therefore, you can now integrate your WhatsApp Business account and related phone numbers in a couple of minutes directly from VCC Live without leaving the app. Read the documentation about it here.

Close chat session without Record assignment

In VCC Live 360 a Chat session can now be closed by an agent without assigning it to a record. This can be useful for you if you often receive inquiries from visitors on chat who you are not able to identify. You can turn on this option in Chat General settings. Agents will still have the option to assign the conversation to a record or close it without one, after a warning.

Other new features released

  • When using the ticket filtering by agents, agents can now also filter after searching for a keyword. When scrolling in the ticket results, the header is now fixed.
  • VCC Live 360, VCC Live for Salesforce, and VCC Live for HubSpot are now available in German, French, and Dutch languages
  • In VCC Live 360, Agents now receive desktop notifications about new incoming calls and chats if VCC Live 360 is not the active browser tab
  • Call start and end tones are now supported in VCC Live for Salesforce and VCC Live for HubSpot
  • When the system sends an outbound template SMS with a variable that is empty, then the empty variable is now added to the SMS as variable_value, instead of variable.value.
  • Chat email transcripts’ subject now includes the Chat ID and the Ticket number as well
  • When deleting a project, the user can now select to move all voice files of the project to the trash
  • A new user right is introduced for handling project folders, including adding, deleting, moving, or editing folders

Other bugfixes fixed this month

  • In Quality Management, when the user pressed ‘Show/Hide Script’, the content of the description and suggestion fields disappeared
  • The KPI ‘Average waiting time of calls hung up’ has been renamed to ‘Total waiting time of calls hung up’
  • Previously imported files didn’t appear in the Import History in the Campaign Manager
  • Project start and end dates can now be set to any valid date (previously, it couldn’t be set to a later date than 2030)
  • Certain emails and tickets couldn’t be deleted by supervisors, even though they were not locked
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