Route callers to the right agent, add PDFs to your knowledge base, and let agents search the web.
A busy month. Several new capabilities across routing, knowledge, and the chatbot channel.
Your agents can now hand off calls to other agents. Set up a general reception agent that routes callers to a specialist — such as a specific department or team member.
Upload PDFs as a knowledge source. Product brochures, price lists, and policy documents are now fair game for your agent to reference when answering questions.
Agents now extract names, addresses, phone numbers, email addresses, and cities from conversations with significantly higher accuracy. Summaries and CRM updates become more reliable as a result.
You can now control the call-to-action text shown on your chat widget badge — use your own phrasing instead of the default.
The pre- and post-call webhook editor has been improved. Hooks are easier to configure and the available template variables are clearer.