What’s New

A rich HTML editor option has been introduced in all customer-facing modules in this release when engagement with the end-user happens using the invisible app (IA). This enables customers to add HTML content (HTML, CSS, JS) in any of these modules to provide end customers with a better UI experience. Below is a sample of the Multiple-choice module, in the new release.

• This release introduced outbound voice as a channel of engagement with users. This is an enhancement to the Voice Module released in the previous version which supported incoming calls.

• 2FA authentication was introduced for engagements via invisible app (IA) for both SMS and Email channels. When a customer engagement is via IA, there is an authentication introduced where the user will have to enter the security code shared. This would be sent to the user’s registered phone number or email. This feature builds in an additional layer of security for end users to prevent inadvertent execution of the Ushur by unauthorized users.

• File Creation Module: The introduction of this module enables support for two features during customer interaction for enterprises.

  • Appointment reminders are sent to the end users by the customer executive. For those who confirm the appointment, a calendar item (.ics file) is sent to their phone or email so that they can add reminders to their calendar.

  • When the end user completes an interaction with the agent, a contact vCard can be sent to them, which includes the contact information of the agent in case they want to follow up further.

Platform Enhancements

• Webhook Module enhancements: The Q1 release supported only the “GET” and “POST” methods. The feature has been enhanced to support PUT, PATCH, and DELETE methods as well, get a response, parse it, and save it in Ushur variables/ metadata for further processing. This feature enables API-based integration from Ushur with other systems of record like Active Directory, and SFDC without the need for adapters/connectors.

• Additional Settings for Invisible App (IA): The business user now can customize the footer and end-of-workflow messages in the Invisible App. They can also hide some of the features such as conversation history if required. Also, for white-labeling and customization of IA, image upload functionality has been included to add an enterprise logo in addition to the URL.

• Compute Module: This module now supports generic date arithmetic operations, time zones, and day-of-week features.

• Location Module: An auto-complete feature introduced that provides a matching location suggestion for the entered value of the location.

• Email Module: The “From” and “Reply-To “addresses can be modified at a Ushur level. This provision will enable the platform to send/receive emails on behalf of an Agent. The end-user experience would be that they are interacting with an Agent.

• Other platform improvements and bug fixes.