April 2025

Chat Workflow Editor

In VCC Live 360, you can now create workflows for inbound chats the same way as you would use IVR for calls. With chat workflows, you now have a fully customizable solution for how you want to route your chats. You can also create automatic answers that behave like chatbots to answer your customers about their most frequent questions. In the workflows, you can:

• Automatically identify your customers by passing variables like Client ID when embedding the live chat
• Create chat forms for customers before it reaches a queue
• Manage the opening hours of your chat operations
• Route chats to different queues based on business logic
• Connect an external chatbot, like Dialogflow CX
• Set up automatic answers or options for customers

Contact us to learn more about the solution. The documentation is available here.

AI Ticket Summary and Rephrasing Answers

Your agents don’t need to spend any more with finding out what the history and status of tickets are or how to properly phrase replies to customers. With VCC AI, agents can see ticket summaries or rephrase the answers in a second.

In VCC Live 360 Agent Dashboard and the History of a Customer, you can now generate a summary of the ticket easily. You can also rephrase your reply in multiple styles when you are writing a reply to an email or a chat.

Styles and summary formats can be configured to your needs. The summary is by default generated in the language of the ticket, and the summary considers all previous email and chat interactions.

Announce the customer’s place in the queue

Previously, in VCC Live, you could only announce in a queue the expected waiting time for customers. We have now added an option with which you can let customers know about their exact place in a queue.

In a similar way to the existing capability, you can add customized voicefiles that announce the place of the client in the queue, like “Number of people waiting in front of you:”. If the client is the first in the queue, then the announcement captures that there is no available agent.

Other new features released

• CDR Log APIs and CDR Log download via Archiver have been enriched with the same data as the download from the user interface. Check the documentation about the Archiver here and about the API here and here.
• In an IVR transfer process, a variable can also be used for the target phone number
• VCC Live Dashboard URL can now be embedded as an iframe to Microsoft SharePoint
• Media Service integrations, like Dialogflow CX/ES can now handle DTMF messages sent by the customer
• In VCC Live for Salesforce, custom Visualforce events can now be written on all user state changes
• You can now download CDR logs in VCC Live Archiver for a specific time period, as well as within a day, as described here
• VCC Live 360 now fully supports
  • Click-to-call API in the Desktop version
  • Displaying CDR Log for agents
  • Forwarding emails
  • Displaying the primary project name for the agent after login