Release Notes - February 2024

New features

Zendesk Agent State

Zendesk is launching a new version of their public API named TPE V2, which has allowed Aircall to release a new feature to sync Agent Status in Zendesk and Aircall.

More information: Aircall-Zendesk Agent Status Sync

 

New features

MMS V1 feature - General Availability

Starting on February 21, MMS-V1 functionality will be available on Desktop Phone, iOS, and Android for all eligible customers.

Please note: MMS is currently available only for numbers in the US and Canada.

What's changing?

Aircall’s native MMS feature offers an enriched messaging experience with images and files. Additional to the existing SMS options, it allows you to receive and send MMS messages with text or not, preview attachments, and download them.

More information: MMS (Business Multimedia Messaging)

Improvements

Renaming of Monitoring page to "Monitoring +"

The monitoring page has now been renamed "Monitoring +" as it is part of Analytics+ offering. Now all Analytics+ offering pages have the + sign in their name.

More information: Analytics+: Monitoring Dashboard

 

New features

Call Notes on the Assets Page

Notes added by agents on a call will now be visible on the Conversation Center Assets Page. The participating agent and admin can create new notes on this page.

More information: How to use the Aircall Conversation Center

Zapier V3

It's our new version of the Zapier integration built on the Aircall Integration Manager (AIM). The new version is has exactly the same features as the previous version, but built on our own technology platform.

More information: Zapier Versions being Depreciated

IVR Branch filter on goal oriented analytics

What's changing?

We have recently added two new fields on the Call History page as well as on the drill-down view (for Analytics+ customers): "IVR Widget" (i.e. the name of the IVR menu e.g. 'Main Menu') and "IVR Branch" (i.e. the menu option chosen e.g. 'Key 2: Sales Team').

As of today, we're also introducing an IVR Branch filter to the new Analytics+ dashboards (Inbound+, Unanswered Calls+, and User Activity+) as well as the equivalent goal-oriented dashboards on the Professional plan (currently in beta).

More information: Analytics: Terms

Two Factor Authentication

Aircall is beginning the beta for Two-Factor Authentication (2FA), a mechanism to provide a further layer of protection to the username and password authentication process.

When set up, Aircall will require the user to not only enter their password, but also to provide a code (sent to that user’s email address) in order to access the dashboard.

More information: Enabling Two Factor Authentication

 

New features

Bulk Users Creation

Aircall is rolling out bulk user creation to all customers.

What is bulk user creation?

This allows admins and owners the ability to create up to 50 users directly from the dashboard, in a single operation. In a simple four-step process, admins and owners can upload a CSV with their users' information to create all users within that file.

More information: Adding Multiple Users in the Dashboard