November 2025

Webchat full-screen and large mode

When you are using VCC 360 webchat, you now have additional options to modify the look of the webchat for customers. With an additional parameter, you can now open it in full-screen mode if you would like to fit it into the whole screen. With an additional setting, you can also automatically open it in large mode and position it to different sides of the customer’s screen for full flexibility. Read more about it here.

Integrate your CRM from chat and email workflows

VCC Live chat and email workflows now support the integration of third-party systems. With this functionality, you can exchange data with your CRM during an automated chat interaction with the customer, or when an email arrives that triggers a workflow. Read more about it here.

Other new features released

• Ticket data can now be retrieved via an API. Read about it here.
• When users are exporting User-based statistics with Mass export, an additional checkbox has been added, with which they can select to include data about user activity when users were not logged into a project as well.
• Previously, the Mass export reports exported all data headers in English. We have added a new setting to Global settings, with which you can select the language of the headers in Mass export reports.
• Previously, reports sent by the mass export were always sent with the same file names, which made them hard to distinguish. From now on, the file name also includes the actual date of report sending.
• The legacy Dialogflow IVR process is now removed from the IVR options. Users can still connect Dialogflow ES to VCC with a Media Service process.
• Deleted break codes in statistics are now highlighted as Deleted
• VCC Live 360 webchat can now be opened/closed with external SDK actions
• If the webchat app is opened in full screen with the parameter, then minimize and large screen buttons are not available, and closing the chat won’t minimize the chat 
• The character limit for the text-to-speech feature has been increased to 5000
• Previously, only a limited number of functions were available in an IVR after Hangup. We have extended the list of processes that are available so that customers can build even more business logic in events when a customer disconnects early. The following processes are now available after Hangup:
  • Set variable
  • IVR Webhook
  • JS Script
  • Query data
• User-based statistics now include Quality management scores, so they can be included with reports combined with other KPIs. The new KPIs are:
  • Maximum Value
  • Reached Value
  • Number of Evaluations
  • Evaluation percentage
• VCC Live 360 now supports the following features:
  • Playback controller
  • Attachment sending on messaging channels
  • Using the phone book in a Custom call
  • Merging customer event history

Other updates and bug fixes

• The performance of the Event log has been enhanced, especially if there are many results for tag searches
• Queue settings weren’t applied properly to some queues
• In some projects, uploaded voice files couldn’t be played in the IVR
• Total VCC External Sent Email KPI calculation has been corrected
• The Dashboard showed incorrect data for the previous month on the 31st day of the month
• In the Project/Database view, the number of records to be called later was displayed incorrectly