In these notes

Contacts

Create custom fields for individual or company contacts now

Custom fields is now available for Contacts along with some general UI enhancements and fixes. The release of custom fields means that when an admin creates a custom field for either an individual contact or company contact that field automatically becomes available in the Custom Fields section of the contact. Before now Contacts only supported Standard Fields, like name, address, email address, etc. That limited the information you could collect about your contacts. Now you can collect more business-specific information, like create a menu picker for defining a contact’s membership level with your business, create a checkbox for defining which individuals opted into SMS communication, and more.

Analytics

Two new SMS deliverability standard reports now available
There are two new standard reports available in the Edify Standard Reports folder for understanding deliverability.

• Overview: SMS Deliverability Lookup by Phone Number standard report (Edify App)

• Overview: SMS Delivery % Last 30 Days standard report (Edify App)

Workflow Replay

Settings panel now available in Workflow Replay
You can now review the workflow’s settings when viewing a specific workflow session in Workflow Replay. Before now the workflow session data was only available. Now you can read the workflow’s settings to be able to know more about the workflow set up, like when the workflow was first created, the type of workflow it is, etc. The settings panel is read-only in Workflow Replay. To change the workflow’s settings, access the workflow in Edify Console.

Edify Platform

No longer support $ in Forgot Password temporary password

We removed dollar signs from being able to be used in the temporary password for Forgot Password.

App

Enhancements to prepare for Google’s phase out of third-party cookie support

Google will soon phase out supporting third-party cookies, so we’ve made enhancements to our cookies process to prepare for this upcoming change.

Performance Enhancement: Console logs in Chrome DevTools defaults to ‘Off’ now
We’ve made several performance improvements that include changing a subset of Console logs in Chrome DevTools to default to ‘Off instead of ‘On’’. This change means that you’ll now need to enable these settings when you need these instead of having them always running. When you’re ready to collect this subset of data, enable them. 

To enable them, do this Open Chrome DevTools, click the Q tab and navigate to Queue Home list, Queue list, or the left panel of an interaction. Then, press ctrl+shift+L to enable the logs. (NOTE: Press ctrl+shift+L to toggle them on and off as needed.)

If a user has the Send Logs To Edify toggle set to ‘enabled’, then these logs will still send as expected.

Performance Enhancement: Less socket events sent to queue user with Home list ‘disabled’
We’ve reduced the number of socket events that the queue user receives to improve performance. Specifically, when the Home list user permission is turned off (‘disabled’), we no longer send the queue user socket events for Home list.

Workflow Replay

Performance Enhancement: Improved Workflow Replay Icon loading  
We’ve made some improvements to how workflow icons are loaded in Workflow Replay to help reduce memory usage. This will help improve overall app performance for users.

Chat

Improved experience for adding users to a Channel or DM
We’ve updated the Create Channel process and Create Direct Message process to make adding users more streamlined.

Performance enhancements for Chat
We’ve made various memory improvements as it relates to the Chat workspace to further enhance performance.

Objects

Create custom objects
You can now create your own custom objects in Edify. Custom objects empower you to be able to collect, store, and retrieve any data that you need to then make decisions based on it or make it available to your teams. Also, with this release you can define which data fields you want available within the object and if an action (i.e. an object trigger) should run when a new object record happens (i.e. a record is created, modified, or deleted) and specific field(s) conditions are met.

Before now the only standard object that you could customize was Interactions. Now you can customize individual objects, company objects, and create your own data objects to collect any data that you might need to run your business.

Contacts: custom fields available for company and individual objects
With the release of custom objects, you can now add custom fields to company objects and individual objects to further personalize your Contacts. This gives you the ability to collect any business-specific information that you might need in Contacts. For example, a custom field might be a checkbox field to track who opts into SMS messaging with your business or a picklist field to track which company purchases which sponsorship tier.

Once a custom field is created, the field is automatically added to the Custom Fields section in Contacts and you can modify it or delete it if it’s no longer needed.

Contacts: Add triggers to company and individual objects

You can now configure an object to run a workflow when a specific object record event happens (i.e. a record is created, modified, or deleted) and certain field conditions are met, like a specific checkbox is checked. Along with setting up the criteria for when the trigger happens, you’ll define if you need any of the record’s fields to be sent along with the workflow data.

For example, you can create a trigger to run a workflow when any new individual contact records are created with a specific email address. Additionally, you can then define that the individual’s company, creation date, and membership tier are sent along with the workflow data to then use that data within the workflow’s logic at some point.

Workflows

‘Objects’, a new database for Lookup, Update, and Insert modules
Edify Objects is now available as a database option for the Lookup, Update, and Insert workflow modules. Before now you could only work with data records from third-party systems that had been integrated with Edify, like Zendesk, Salesforce, a custom database, etc. Now you can interact directly with Edify object records to use them within workflows or other areas of Edify.

This access to Edify objects within Workflows enables you to leverage Edify Contacts and the Queue more seamlessly together, empowering your agents to better serve customers.

Scenarios:

> Inbound IVR & Interactions: Access existing Edify contact records to gather data from them and add it to an active interaction as a custom field or to the script tab, giving the agent more information within the interaction while they are handling it. 

• Set Up Summary: Configure an inbound workflow that performs a lookup - using the source phone number or other identifiers - to find an existing Contact in Edify and gather data from it. Then, use the Create Interaction module to add the gathered data to the interaction.

> Interactions, Journey tab: Use the Contact ID for Journey Mapping to populate all customer engagements from the contact within the Journey tab instead of just phone calls or emails, which could be a limiting view of the customer’s engagements with your business.

• Set Up Summary: Configure the queue’s Journey container for ‘Key LinkedIDs’ and use a workflow to add the Contact ID to linkedIDs.

> Contacts, Engagement Tab: Link an interaction to an Edify contact record to see all interaction history and workflow session history within the contact record’s Engagement tab, showing all engagement history as a single view.

• Set Up Summary: To populate data within the Engagement tab of a contact, you’ll need to configure a couple workflows.

  • For Workflows:

    • Perform a Look Up to get the ID of the contact

    • Set a variable so that the ID gets set as “source.contactId”

  • For Interactions:

    • Perform a Look Up to get the ID of the contact

    • On Create Interaction, set an Interaction Field of “sourceDetails.contactId” to be the ID of the contact

Dial By Name feature available through a workflow

With the release of a couple new workflow modules, a new feature is now available - Dial By Name. This feature is available through a workflow experience that you configure with these modules: Dial by Name Lookup and Say+Array.

There’s also a new standard workflow template, ‘Dial by Name Subroutine’, available in the Edify Templates folder that you can duplicate to use as a starting point for setting up this experience for your account.

Look up module: New settings for handling many results 

There’s a new section for handling variables when many results are found, which is: ‘ Many Results Set Variables’. This section is where you define the name of the array that can be created from the many results. 

Then, the Returned Field section is where you define which variables you want to set inside of the array.

Three new modules: Dial By Name Lookup, and Say+Array

There are three new workflow modules added to the workflow module library. These modules are: Dial By Name Lookup and Say+Array.

Dial By Name Lookup workflow module

Dial By Name Lookup is a new Custom Module that allows you to quickly set up a search of users by their DTMF name. When configuring this module:

• Define the variable that you collected with the DTMF info in it.

• We predefine the search for you in the Responses section which creates a variable that could be renamed but defaults is ‘userResults.

Say+Array workflow module

Say+Array is a new module that has various use cases for it. The most common use case for it is to allow you to easily loop through an array of data to allow a selection based on the options in the array. Know that this module doesn’t allow for the use of Speech from the caller, so the Allow Speech toggle is always defaulted off.

Here are two example use cases:

• DTMF search from the Dial By Name Lookup finds multiple matches, use the Say+Array to loop through that, giving the end user options to select what the Name of the person they are looking for

• Use a Look Up module with the new updates for “Many” to build an array of open SFDC cases for the customer, the Say+Array can loop through that array to present the Subject and Case #’s that are open and present those to the end customer in a web chat.

Here are some details to know about some of the fields within this module:

• Array Variable Name field: This field must be defined for the module to function, this is just the name of the variable which contains the array of data

• Prompt Template menu: This menu works the same for both Phone and Messaging. This allows you to build what will be said/shown for each item in the array. 

  • Prompt must contain “{{__index}}” in order to work. This is an internal Edify variable that equals the number of each item in the array. 

  • Example of a prompt template “Press {{__index}} for {{nameFirst}} {{nameLast}}” and how it would be said to the caller

    • “Press 1 for Joe Smith”

    • “Press 2 for Joe Davis”

• Button section: This section is where you add a variable from the array for the Display on the button, ex “{{caseNumber}}”.

  • The Value gets hard coded as {{__index}} and cannot be changed.

• Set Variable section: This section is where you define which set variable method you’ll use.

  • Selected Option - This allows you to set a new variable based on the data inside the array and that belongs to the selected value by the customer.

  • Advanced option- normal function like other modules

Create web chat buttons to display Say+Array results

When using the new Say+Array module, you can define buttons to display in the webchat for the customer to click, without a corresponding Prompt Template. On the webchat side, this allows the buttons to be lined up with the bot icon.

Objects

New UI for Objects workspace
With the release of custom objects, we’ve updated the UI of the Objects page in Console. This includes streamlining the process for creating and updating fields for interaction objects. This UI update aligns the Objects page’s UI with other Console pages and makes for a better admin experience.

This is the Objects workspace in the new UI.

Account > Integrations

New UI for Integrations workspace

We’ve updated the Integrations workspace to align the UI with the other Console pages. This includes a new UI for each of the tabs on the workspace: Salesforce, Zendesk, Customer Database, Inbound Webhook, and Exchange. Also, we’ve moved this workspace to v4 APIs.

This is the Salesforce tab of the Integrations workspace in the new UI.

Workflows

Improvements made to reduced memory usage

We made some improvements to the loading of workflow icons, which helps reduce memory usage and improve overall performance when working within Workflows.