Gravity CX Product Release 1.15.0

New Feature: Canned Responses

Account Owner, System Admin, Supervisor, or Agent role required.

Create Canned Responses to Improve Agent Productivity

Account owners and system admins can now create canned responses.

Canned responses can be created and shown to agents based on the channel (SMS, Webchat, Messenger, WhatsApp, or Instagram), specific queues, and/or the direction of the message (inbound/outbound). 


Enhancement: Configure Call Recording Settings

Account Owner or System Admin role required.

Configure Call Recordings Settings for Inbound and Outbound

Account owners and system admins can now configure call recording settings independently for inbound and outbound calls. Additionally, now inbound and outbound calls can be configured to be enabled manually by agents, start recording automatically, or be disabled. 


New Feature: Assign Dedicated Phone Number to Agents

Account Owner or System Admin role required.

Assign Phone Numbers to Agents 

Account owners and system admins can now assign dedicated phone numbers to agents. Dedicated phone numbers allow agents to be called directly within the contact center. 

Note: Initial setup of a new Twilio Studio Flow, Workflow, and Queue are required to route calls to dedicated phone numbers. 


Enhancement: Enforce HTTP Auth on Media URLs

Account Owner or System Admin role required.

Improved Security Options for Media URLs

Account owners and system admins can now enable the "Enforce HTTP Auth on Media URLs" setting within the Twilio console for Programmable Voice and have it enabled for Gravity CX. Enabling "Enforce HTTP Auth on Media URLs" requires all media (call recordings, voicemails, etc.) to be authenticated before accessing the media to provide a higher level of security within your contact center. 


Additional Enhancements

We added the following enhancements within release 1.15.0:

  • Ability to clear contacts when searching voicemails
  • Ability to filter dispositions by disposition set 
  • Ability to search for the "caller id" to use with the dialpad 
  • Default filter for voicemails set to 3 days

Bug Fixes 

We fixed the following bugs within release 1.15.0:

  • Multiple localization fixes in the UI 
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