Version 3.20 introduces a range of features and enhancements for NEONNOW, as well as several fixes that span across both NEONNOW and Admin.

1.1 NEONNOW

1.1.1 Softphone - Modal Windows

Softphone modals have undergone improvements to align more consistently with their desktop counterparts, providing enhanced clarity to indicate when the modal is open atop page content. A dark backdrop has been incorporated, allowing users to close the modal by clicking on it. Additionally, agents can no longer change the page or task while a modal is active.

An example of a new softphone modal

1.1.2 Softphone - Templated Responses

Prior to version 3.19, templated responses were presented in a popover menu, mirroring the desktop interface. This release transitions this display to a full-page modal, offering an improved user experience for more efficient searching and application of templates.

‍Inserting a templated response in a chat or email
‍1.1.2.1 Outbound SMS

For Outbound SMS, templated responses will instead appear inside the Outbound SMS modal, with a back button to go back to the SMS that is being composed.

The Outbound SMS softphone modal

Inserting a templated response in an Outbound SMS

1.1.3 General Improvements and Enhancements

• Phone number input fields will now automatically default to the correct country based on your contact centre region, unless the agent has previously selected a different country.
• Queues are now searchable when transferring an interaction to a queue
• Contact centre admins can now manage users from softphone, by accessing the desktop shortcut in the navigation menu

1.1.4 Fixes

• Visual fixes for fixed softphone mode

1.2 Admin

1.1.1 Fixes

• The Task Modules learn more link now points to the correct help docs page

1.3 General

• Infrastructure improvements across the entire product

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