Latest Updates

Stay up to date with all the latest and greatest new features and enhancements in Engage.

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New Model and Region support for Smart Tools

Smart Tools Unit Consumption from Settings

Enhanced Service Level Module on the Recent Performance Dashboard

Enhanced Attributes

Giving Administrators much greater control over information displayed to Agents

February 14, 2024

Alert Banners make it easier than ever to communicate important information to your Agents.

December 14, 2023

Smart Tools, developed by Local Measure, are a thoughtful addition to our Engage platform, aimed at simplifying the daily tasks of contact center agents.

November 20, 2023

Case Assignment and Improved Search

Important enhancements to Case Management

October 12, 2023

Customise Engage CTI Screen Pop

October 4, 2023

New Personalization Tokens for Engage CTI

October 4, 2023

Resolution Code Descriptions

September 20, 2023

Email 2.0: Some big (and small) improvements

September 13, 2023

Real-time Transcripts for Voice Calls now available

August 21, 2023

Utilities are now available in Profile Search

August 14, 2023

Agents can now upload attachments for Email

A New Attribute for Linking Tasks to Contacts

Introducing Utilities: a new way to customise the Agent Experience

Email Signatures

Call Monitoring and Barge now supported

Microsoft Teams Integration

Task Templates now support 8 new field types

Personalisation Tokens now support fallback values

Initial Message support for chat channels

Voice ID Support is now generally available

Engage now supports LINE

Engage CTI for Salesforce is now available in AppExchange

February 23, 2023

Amazon Connect Cases now available in Engage

February 21, 2023

Big New UI Ehnancements

February 2, 2023

Engage Approved Domain support for Salesforce CTI

January 24, 2023

Customer Profile Social Matching

November 16, 2022

Self-service WhatsApp account linking

November 3, 2022

Resolution Code Queue Restriction

November 3, 2022

Agents can now create Customer Profiles

October 7, 2022

Support for Multiparty Calls

October 6, 2022

Engage CTI for Salesforce now available in Beta

September 20, 2022

Salesforce Contact ID can now be used as a Matching Rule

September 1, 2022

Button Contact Attributes

August 29, 2022

Support for Customer Avatars

Instagram Direct Messages are now available in Engage

Realtime Dashboards are now available

Browser Notifications for Chrome and Firefox

Agents can now schedule tasks

Agents can assign tasks to themselves

Automatically close missed contacts

Engage desktop available in Korean

Add Tasks and search Knowledge base articles in Contact Search

Task template dropdown field search now uses fuzzy matching

Knowledge Base with Amazon Connect Wisdom is now generally available

Contact Search is now generally available

Click-to-call phone numbers in Customer Profiles, Conversation and Task Attributes

Agents can now interact with FB Messages for up to 7 days on Engage

February 24, 2022

Introducing Workflows

February 4, 2022

Task Improvements: 2 new field types plus Personalisation Tokens

February 4, 2022

Resolution Code Editor and Import

February 4, 2022

Colour theming for your workspace

February 4, 2022

Big Update to Settings for Administrators

February 4, 2022

Agent Language Support is now generally available

November 2, 2021

Jabra Headset Support is now available

November 2, 2021

Agents can now change Routing Profiles

October 7, 2021

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GUIDE

Setting Up Channels in Engage

An In-depth Guide to Setting Up Channels in your Engage Account.

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