Product Updates: What’s New in September

TL;DR:

• Automated conversation assignment in TextPeak – Distribute conversations based on round-robin or agent capacity.
• Agent availability in TextPeak – Use agent status to stop new chats from going to inactive agents and reassign inactive conversations.
• Keep the TextPeak inbox organized: Auto-close inactive conversations and snooze chats awaiting a reply or follow-up.
• Prioritize TextPeak conversations: Move urgent chats to the front of the queue.
• Reconnect callers with the right agent: Route returning callers to the agent they previously spoke with.
• Get quick answers with Speaky: Use the Dialer’s built-in AI assistant for questions and troubleshooting.
• Voice and SMS balances are now unified: Now appearing as one credit balance in the Portal.
• Save time with multi-number DID filtering: Narrow down the numbers you need, then apply one action across the selected set.

Nobody enjoys asking a customer to repeat themselves or spending half a shift manually reassigning tickets. September’s updates target both pain points up front, so your team and your customers both get a better experience.

WORKFLOW OPTIMIZATION

Productivity Updates in TextPeak

This month’s TextPeak updates target inbox organization and agent workload balance.

Assignment Rules

Before: Routing rules ensured new messages reached the right team inbox but new conversations had to be manually assigned, creating uneven workloads from agent to agent.

Now: Automated routing distributes conversations via round-robin assignment or lowest active capacity, ensuring fair workload balance instead of piling more work on already busy agents. Read more about assignment rules.

Agent Availability

Before: TextPeak’s routing assigned new conversations to agents who were offline or away from their desks.

Now: Real-time statuses (Online, Away, Offline) prevent new chats from being assigned to inactive agents. Additionally open conversations where agents are inactive past a set threshold are reassigned automatically. Together, these updates speed up response times so customers get answers faster. Read more about agent availability.

Auto-Close

Before: Inactive customer conversations remained open indefinitely, cluttering active inboxes.

Now: Custom time limits automatically close chats after a customer stops responding, while chats waiting on an agent remain open until answered. As a result, the inbox only displays unresolved conversations awaiting answers. Read more about closing conversations.

Snoozed Conversations

Before: Unfinished conversations that were waiting for a reply or a scheduled follow-up, would remain in the inbox, taking up space, preventing agents from receiving new conversations.

Now: We introduced snoozing to temporarily hide active conversations from the queue that are waiting for a customer reply or scheduled to be dealt with at a set time. Snoozing frees up queue space for agents to receive new chats. Read more about snoozing conversations.

Priority Conversations

Before: Messages in the inbox were answered by arrival order and any urgent messages had to wait for the other messages being dealt with first.

Now: Flagging a message as priority moves it ahead of every other conversation waiting in line. Priority chats route to the next available agent, ensuring urgent requests get answered first.

IN-APP INTELLIGENCE

New Dialer Capabilities

This month’s Dialer updates center on call continuity and getting quick answers while you work.

Last Agent Routing

Before: Returning callers routed to the standard queue and connected with whichever agent was free, losing the context from their previous call.

Now: We introduced Last Agent Routing to route inbound callers back to the agent who last spoke with them, using a lookback window of up to seven days. That way, callers don’t have to repeat their history to someone new. If there’s no match, the call routes to the standard queue as usual. Read more about Last Agent Routing.

Speaky: The Dialer’s AI Assistant

Before: Getting answers to quick questions or troubleshooting issues in the Dialer required searching documentation or opening a support ticket, taking up time when you just needed a fast answer.

Now: Speaky, our new built-in AI assistant, answers configuration questions, pulls account stats, checks campaign performance, and helps troubleshoot setup issues. If you need more in-depth assistance, it hands off your request to support with the full conversation attached.

BUILT-IN SIMPLICITY

Portal Updates

This month’s portal updates clean up your workspace view and help you knock out administrative tasks faster.

Voice and SMS Balances Are Merging

Voice and SMS balances have merged into one combined credit line in the Portal. No action is needed on your end, and your total available funds won’t change, only how they’re displayed – as one balance.

Multi-Number Filtering

Number filtering under DID Management now lets you select more than one number at a time, with search and country grouping. Instead of having to apply an action to numbers individually, you can narrow the table down to the exact numbers you need and run one action across the whole set, no repetition required. Read more about Managing Multiple DIDs.