NiCE CXone is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox). 

SMS Contact Flow Update

The Cellular Telecommunications Industry Association (CTIA) guidelines require that businesses sending application to person (A2P) text messages support the standard keywords STOP, HELP, and START, and respond automatically to each one. Network carriers require an automatic response to every STOP and HELP request, even repeat requests. For example, if a customer texts STOP twice, you should still send the opt-out confirmation even though the first STOP request would place the customer on a Do Not Call (DNC) list. You must reply to STOP request even if the customer has already reached the maximum attempts permitted by Attempt Supervisor.

To ensure compliance with these guidelines, the SMS contact flows have been updated:

• Previously, inbound SMS contact flows checked DNC and Attempt Supervisor status before sending an auto-response. If either check returned a block, the auto-response was suppressed. Now, inbound SMS contact flows are no longer automatically checked by Attempt Supervisor or the DNC. 
• To ensure that the DNC status is checked, you can add a module to your contact flow using the DNC APIs.
• There is currently no API to check Attempt Supervisor status from a contact flow. 
• If a customer opts out of receiving SMS messages, you cannot send an SMS outside of the START/STOP/HELP auto-responses. If the customer asks a questions, do NOT respond using SMS, you should switch to another channel (phone or email). Customers using a virtual assistant on their inbound SMS flow should add a DNC-check module before the virtual assistant replies so no non-START/STOP/HELP messages are sent once a customer has opted out.  

Release Details

For additional information, see Working with Contact Flows, Compliance API, Creating and Deploying a Contact Flow. 

Voicemail Inbox Pagination 

Previously, voicemail only allowed up to 50 voicemails to be viewed in the agent desktop inbox. Now, you are not restricted on the number of voicemails in your inbox. 

Release Details

For additional information, see Agent Panel. 

Transferring a Web Chat to Another Service 

An agent engaged in a web chat with a customer can now redirect the chat to another service, another agent, or to an agent team. The following scenarios describe when an agent might want to transfer the chat: 

• The customer might have unintentionally started a chat with an incorrect agent group. For example, the customer might have a contacted technical support instead of contacting sales. 
• The customer might have multiple inquiries. For example, the customer starts the chat with a technical support issue, the support agent addresses the question, and then the customer follows up with a billing question. In these scenarios, the agent who receives the chat might want to transfer the chat to a different service, agent, or an agent group that can address the customer's specific request. 

The following types of web chat transfers are possible: 

• Agent-to-agent transfer 
• Agent-to-service transfer 
• Service or service group transfer 

Release Details

For additional information, see Transferring a Chat.