Automatic Voice Note Recognition in Chat Routing Flows:

The "Conversations" component within Chat Routing flows now supports automatic voice note recognition. With this feature, the system can proactively detect and interpret voice messages sent by users, without requiring manual activation or additional intervention.

This enhancement is designed to create a more natural and seamless user experience in chat channels. By integrating voice recognition into the flow, users can interact more efficiently, reducing friction and improving the understanding of the intent behind each voice note.

Benefits

• Enhanced Conversational Experience: Allows users to interact more naturally by sending voice notes instead of typing long messages.
• Optimized Attention Flow: The system proactively recognizes voice notes in chat-type routing points, streamlining customer service.
• Reduced Response Time: By automatically identifying user intent, additional steps for agents or bots to interpret the message are eliminated, speeding up response times.
• Greater Flexibility: This functionality applies exclusively to flows using the conversational component in ChatRouting, enabling targeted implementation in specific

Controlled Delegation of Profile Permissions:

Wolkvox Manager has implemented an enhancement in permission management that allows users with the "Global Administrator" role to delegate profile management to other profiles without assigning them the "Super User" role.

This functionality introduces a new permission called "Manage Profiles" within the profile configuration module. When this option is enabled, specific profiles are granted the ability to create, edit, export, or delete other profiles, while also gaining exclusive access to the profiles module within the system configuration.

Benefits

• Decentralized Management: Allows the distribution of profile administration responsibilities without compromising system security or integrity.
• Precise Control: Global administrators can delegate specific functions in a controlled and traceable manner, improving oversight.
• Operational Efficiency: Reduces reliance on the Super User role for routine administrative tasks, enhancing team efficiency and agility.
• Enhanced Security: By restricting access exclusively to the profiles module, users with profile management permissions are prevented from accessing other sensitive configurations.

To activate the "Manage Profiles" permission for a specific profile, follow these steps:

Access Wolkvox Manager Configuration: 

• Log in to Wolkvox Manager.
• In the top bar, click the "Settings" (gear) icon.

Open Profile Editing:

• In the configuration window, navigate to the "Users and Profiles" tab, then to the "Profiles" sub-tab.
• Locate the profile you want to grant the permission to and click the edit button.

Enable the "Manage Profiles" Permission:

• In the profile editing window, scroll down to the "Advanced Modules" section.
• Check the "Manage Profiles" checkbox.
• By selecting this option, the user with this profile will gain exclusive access to the profiles module, allowing them to create, edit, export, or delete profiles.

Save Changes: 

• Click the "Edit Profile" button to save the changes to the profile.

Catalog Content Update in Chat Flows

As of August 30th, Wolkvox Manager has updated the catalog functionality to provide its content in two additional formats: HTML and JSON. This enhancement allows administrators and integrators to access and process detailed information about the products selected by the customer—such as name, price, description, and quantity—directly from the Routing Point.

This update represents a significant advancement in customizing the customer experience. By having the data in a structured format like JSON, this information can be programmatically utilized to automate processes, such as creating purchase orders, checking inventory, or transferring the chat to a specialized agent with all the information already available.

Benefits

• Greater Flexibility: The availability of catalog content in JSON and HTML formats enables developers and integrators to manipulate catalog information more flexibly and tailor it to their specific needs.
• Optimized Automation: Structured information in JSON facilitates process automation. For example, data can be sent directly to an inventory management system or database to process the order.
• Enhanced Customer Experience: Enables more precise and personalized responses, as the system has immediate access to the details of the products selected by the customer.
• Error Reduction: By processing data programmatically, the likelihood of human errors—such as those that may occur when manually copying or transferring information—is significantly reduced.

Multimedia in the "Continue Chatbot" Function

Wolkvox Manager has enhanced the "Continue chatbot" functionality for the web chat channel, enabling the use of multimedia and interactive content. This update expands the capabilities of the flow beyond traditional text messages, allowing the creation of sequences that combine different types of content.

With this improvement, it is now possible to send messages that include images, attachments, and interactive elements like buttons, creating a richer and more visual experience for the user. This facilitates the delivery of information in a more comprehensive and structured way, enabling, for example, the creation of interactive visual guides that do not require end-user intervention to be delivered.

Benefits

Enriched Multimedia Sequences: You can configure messages that combine multiple types of content, such as text, images, and buttons.
Interactive Elements: The integration of buttons makes it easier for users to navigate through an information flow.
Impactful Visual Content: The ability to incorporate images into messages enhances the customer experience and makes communication more engaging.
Support for Attachments: The functionality now supports PDF files, allowing important documents to be sent directly in the chat.
Automated Content Flow: Content delivery is fully automated, requiring no intervention from the end user, which streamlines the support process.