New Features and Improvements in Sandbox Environments

This article lists features, improvements, and bug fixes that are currently available in sandbox environments only.

Once the features are released to production environments, they are deleted from this article and will appear only in the standard release notes.

New features

Agent-only Workflows

Previously, all Workflows required some level of customer participation. Now, you can create Workflows exclusively for agents, which can be added to a collaboration session but will only appear on the agent side of the collaboration room. This feature supports three primary use cases:

• Agent Forms – Allows agents to fill out digital forms to define Attribute values.

• Custom Integrations – Enables agents to initiate external service calls.

• Functions – Allows agents to perform calculations and generate data.

These agent-only Workflows streamline internal processes without requiring customer interaction.

Improvements

Allow agents to start an embedded session without contact details

Until now, even when embedded sessions were enabled, the agent had to provide either an email or a phone number. A new system/team setting (under Session > Preferences > Engagement channels) enables Agents to start a session without providing contact details. As before, the agent has the option to copy the customer URL and send it manually.  

Lightico Salesforce app: Define the default communication channel

An administrator can now configure the new session window in Salesforce to show the default communication channel as either phone or email.  

SMS sent event improvement

The SMS sent event is triggered when Lightico sends an initial session invitation to the SMS gateway provider. With this release, this event now includes the content of the message.