Last quarter brought a range of exciting new features that make HaloCRM more powerful, intuitive and customisable than ever before. From improving time management to enhancing your live chat experience, our latest features are designed to empower your team and deliver seamless customer interaction.
Let’s take a look at what’s new!
1. Simplifying Time and Shift Management
Never Forget a Timesheet Again: Incomplete Timesheet Notifications
Forget chasing agents for timesheet updates. Managers and agents can now receive automated reminders for incomplete timesheets, helping to keep everything on track. Simply enable the ‘Incomplete Timesheet Notifications’ setting under Configuration > Time Management > Timesheets, then customise preferences for each agent under Configuration > Teams & Agents > Agents > Preferences. Notifications are sent daily once the time for submission has passed, making time management a breeze.
Import Shifts Directly from Microsoft Teams
Streamline scheduling with our new Microsoft Teams integration for shift imports. Configure a Teams connection, set up mappings, and watch as shifts assigned in Teams sync directly to HaloCRM for agents linked to Microsoft Entra ID. For added reliability, a backup integrator ensures no shifts are missed. This feature helps your team stay coordinated effortlessly.
Automate Ticket Reassignments with Shift-Driven Status Updates
Improve workflow efficiency by automating ticket reassignment when an agent’s status changes due to a shift or appointment. For example, if a shift changes an agent’s status to ‘On Shift’, you can map this status to trigger reassignment using methods like round robin, load balancing, or specific agent groups. This can be configured under Tickets > General > Assignment of Tickets.
2. Chatbot and Live Chat: Smarter, Friendlier, and More Interactive
Customisable Banners for Chat Windows
Create a branded, polished experience for users by adding configurable banners to the top of your chat window. Perfect for promotions, announcements, or simply enhancing your interface design.
Gather More Feedback After One-Click Responses
Collect additional comments from users after they provide quick feedback when a chat ends. This feature is available in Chat Profiles, making it easy to capture insights and improve customer satisfaction.
Embed iFrames in Chatbots
Level up your chatbot’s functionality with iFrames, allowing seamless integration of forms, videos, or external content directly into the chat window.
Keep Anonymous Chat Users Engaged
Prevent dropped conversations by prompting anonymous users to confirm they’re still present. If they fail to respond, an automatic timeout keeps the chat queue running efficiently.
Chat Flows Now Support User-Level Custom Fields
Create more tailored interactions by using user-level custom fields in chatbot conditions, enabling truly personalised experiences.
Translate Live Chat Messages Instantly
Thanks to our integration with Azure Translator, agents can now translate live chat messages on the fly. Enable this feature under the Azure Translator configuration page to break down language barriers effortlessly.
3. Enhanced Call Management for Better Tracking
New “Transferred” Call Outcome
Easily track call transfers with our new ‘Transferred’ outcome. When selected, you can specify the team and agent the call was transferred to, and a closed ticket will log all relevant details. This is also recorded in the Call Log table for better reporting.
Category Fields on Call Screens
Save time and stay organised by showing a category field (e.g., ‘Call Reason’) in the call notes section. Configure this under Call Management > General Settings, and ensure key details are easily accessible for every call.
4. WhatsApp Upgrades: Multiple Numbers and Read Receipts
- Connect multiple Twilio WhatsApp numbers for greater flexibility.
- View read receipts on outbound messages (through a double blue tick), including timestamps for when messages are delivered or read.
- Use new ticket rule criteria to identify which WhatsApp connection created a ticket.
These updates streamline WhatsApp communication, giving your team better visibility and control.
5. Personalised Dashboards and Tabs
Build tailored dashboards on home screens and add custom tabs for Tickets, Customers, and Contacts. With these new options, your workspace can adapt perfectly to your team’s needs.
6. Knowledge Base Enhancements
Links to the Latest Article Versions
Ensure users always have the most up-to-date information with direct links to the latest versions of articles.
Canned Text Made Simple
Speed up article creation by converting canned text directly into knowledge base articles. This feature simplifies documentation and saves time.
7. Estimated Wait Time for Tickets and Live Chat
Provide transparency to customers with the new $WAITTIME variable, which estimates response or resolution times based on historical data.
- For Tickets: Configure by ticket type to calculate wait times for responses or resolutions.
- For Chats: Add wait time estimates to messages, improving the user experience.
Defaults ensure smooth functionality even without sufficient historical data.
8. Ticket Locking for Action Consistency
Prevent action conflicts with the new ticket-locking feature. While an agent performs an action, tickets are locked to other agents until the action is completed. Administrators can manually unlock tickets if needed, ensuring smooth collaboration without interruptions.
Want to Find out More?
For further information and to see all new features, click the question mark in the top right of your screen, then select ‘Show Release Details’.
To find out more information about future developments, look at our roadmap here!
If you have any questions about specific features, please contact your Customer Success Manager or feel free to contact us and we will get in touch as soon as we can.
Want to try HaloCRM out for yourself? Grab a free 30-day trial today and check it out for yourself!