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Release center August 2025
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August 2025

Email workflow editor

Enhance your operations by using VCC Live’s Email workflows. You can now set up customized email workflows in any of your projects and achieve smart routing or AI-generated replies. With the workflows, you can:

  • Route the emails to different queues or projects based on the content of the email or based on related customer data
  • Generate answers with AI and send them automatically, or save it as a draft for the agent
  • Use VCC APIs to customize your workflows further

Create Custom Agent States

Previously, in VCC Live, agents could only work in system-defined states such as Available, which means that when they log in to a project, they could receive all types of interactions.

After listening to our customers’ needs, we have added the possibility for our clients to create custom states for agents as well in VCC Live 360. In these new custom states, you can define what type of interactions the agents can receive (inbound call, outbound call, chat, transferred call). Create states like ‘Do Not Disturb’ or ‘Inbound Calls Only’ based on your needs.

Define limits for these states (such as for breaks) and see the time spent in them separately in User-based statistics and User state log. This is also available in VCC Live for Salesforce and VCC Live for HubSpot.

Other new features released

  • Chat and email queue IDs are now visible in VCC Live Desk, next to the queue names
  • Previously, when a PPD project only had callbacks in it, the dialer only initiated those calls if the agent went on a break first. We have changed the logic in a way that when an agent logs into a project, callbacks will be dialed if only callbacks are available as well.
  • In the email template editor, you can now use call shortId and uuid if the email is triggered by an agent disposition
  • QM categories can now have descriptions added
  • Inline attachments in emails are correctly sent in outbound emails and replies
  • In VCC Live 360, VCC Live for HubSpot, and VCC Live for Salesforce, the customer name is now displayed for inbound and predictive dialer calls before the user picks up the call
  • The call disposition webhook now includes the hangup cause in case the dialer set the disposition for the call.
  • Deprecated Call statistics have now been removed from the Project list, from the agent interface, and from the search bar. The API endpoint also doesn’t return values anymore.
  • Custom KPIs can be selected in the formula editor, and when selected, the formula of the existing custom KPIs will be copied to the formula editor. The formula editor is also now larger and can be resized.
  • Users can now subscribe to AI transcription keyword tag alerts. Users will receive an email when a keyword match occurs
  • The ‘Instantly callable’ KPI on the Real-time Monitoring, User-based statistics, and Dashboard now show corrected values. The KPI now only shows:
    • Those records that are currently callable based on their phone field callability settings
    • Those records that have a phone number populated
    • Those records that can already be called based on the last disposition
  • If you enable ‘Automatic record closing’ in your project, you can now:
    • Select ‘0’ days, in which case the records will be closed on the record of the import
    • Define the hour when closing should happen (e.g. at 20h in the evening). By default, this is set to 3 AM.
    • With this setup, you can now close records automatically in the evening, the same day you imported them.
  • Users can now filter:
    • In the Chat log for Chat ID, Ticket ID, and Ticket Number
    • In the Ticket List, for the contact and record name, and for the phone number
  • VCC Live 360 now fully supports
    • Filtering tickets
    • Separate Dashboard list for emails
    • Translated interface in the Slovak language
    • Chat workflows can now be initiated when webchat is opened
    • Better mobile experience for the webchat widget
    • Reply to any of the previous emails in a ticket

Other updates and bug fixes

  • VCC Dashboard is displayed correctly in Microsoft SharePoint when embedded
  • In VCC Live for Hubspot, the Plugin sometimes displayed to the user that a call was already in progress when starting a new call
  • In VCC Live 360, when agents handled inbound calls with automatic record handling, certain script processes (e.g. transfer to NPS) didn’t work
  • In VCC Live for HubSpot, in some cases, the afterwork limit message appeared after ending the call
  • In some cases, the Ongoing calls KPI displayed an incorrect number on the Real-time Monitoring Inbound section
  • VCC Live for Salesforce data logging integration now supports sandbox environments as well
  • Agents were not removed from queues when an empty skill template was applied to them
  • User state log exports didn’t handle global timezone settings
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