Release Notes 2 - November 2024

Enhancement

AND (ALL) and ANY Conditions for Field Dependencies

• You can add AND (ALL) and ANY conditions for field dependencies which works similarly to the Or condition.
• For example:
  • If Lead Source equals to Cold Call OR
  • If Lifecycle Stage equals to Customer OR
  • If Mailing Country equals to USA
• Use Case: Adding a condition to display the mobile number using the ALL condition in the Condition block.
  • Create a new dependency
  • In the ALL Conditions window, select Status equals Accepted and Life Cycle Stage equals Sales qualified, Marketing qualified, then display the mobile field as read+ write field in the pop-up.

Email Engagement - Bot Tracking

• Bot Opens and Clicks in Email Campaigns - The Campaign Metrics page will display the number of Bot Opens and Bot Clicks when you disable the Ignore Bot Activity toggle.
  • Note: The toggle is enabled by default and it will display standard opens and clicks information.
• Bot Opens and Clicks in Auto Responder Campaigns - You also have the option to include or exclude bot activity in the Auto Responder Trigger section for Autoresponder campaigns. 
• Note: Do you think that opens and clicks on your campaigns are not accurate? Do you suspect that bots are attempting to open your emails and click links? One of the reasons is that spam filters often click links in emails to check for malicious activity before they deliver them to the recipients.

Gen AI Designer

• Default Prompts that summarize key information on the records are now available for the following modules - Deals, Cases, Organizations, Contacts, Leads, and Tasks. 
• These default prompts are:
  • Record Summary
  • Email Summary
• This will help sales, support, and marketing teams to generate a summary for the records quickly. 
• Cases Example
  • Provides a brief summary of a Case with the following three sections: Summary, Who's Involved, and Activities.
  • Summary section Prompt data: Case Title, Case Status, Case Description, and Case Emails.
  • Activities section Prompt data: Case Created Time, Case Time spent in the current stage, and Case Total Time elapsed.
  • Who's Involved section: Case User Assigned To, Case Created by, Contact Name, and Case Organization Name.

Release Notes 1 - November 2024

Enhancements

Calculus AI - Email Actions

• You can use Calculus AI to:
  • Extract contact information from a signature attached to an email. 
  • Extract information and update records if any of the emails received contain related module records, such as contacts or leads. An Update action button will be displayed to update the associated extracted information.
  • Create records if the emails received do not contain any related records using the extracted information. Once a record is created, it will be linked to the email thread.
    • During the record update process, the system will display if an organization is linked to a Contact record.
• Note: This feature can be accessed only if you have enabled Calculus AI is enabled.

Connections Module

• The Connections module will let you connect a Contact with another (or multiple) Contact or an Organization. It is a perfect feature to help you track relationships between Contacts and relationships between Contacts and an Organization.
• Connections are automatically updated in the CRM. For example, they change when:
  • An Organization is linked to a Contact and all contacts within that organization are added as current colleagues.
  • Current colleagues become former colleagues when the organization changes.
  • CRM users interact and their current relationships change. Relationships are ranked by number of interactions between users.
• You can also create custom relationships with this feature. For example, you can create a relationship between a Contact and an Organization to track the board or directors within a company. This would display the Contact as a ‘Member of the Board at’ in the Contact record and titled as ‘Board of Directors’ in the Organization record.
• Default Connections available in the CRM:
  • Contact to Contact - Connection Type values
    • is parent of / is child of
    • is spouse of / is spouse of
    • reported to / manager of (at Organization Name)
    • knows / knows

• Contact to Organization - Connection Type values
  • previously worked at
  • is working at
  • is a board member of
  • is a consultant at

Chatflows - Transfer Action

• Using the Transfer action, you can add a condition to your Chatflows that will transfer conversations to specific teams based on the available options.
• If a Transfer action is chosen, the system will prompt the website visitor or CRM user to select a user or group to continue the conversation. A drop-down will display the available teams or agents to chat with.
• For example, if a visitor or a customer on Live Chat chooses the Sales option, then the chat will be transferred or routed only to agents who are a part of the sales team. 
• The agents will see it as a new conversation on the Live Chat consoles. 

Exotel Call Recordings

• You can create high-quality call recordings for your Exotel calls with the following:
  • Recording Channels - single/dual
  • Recording Format - mp3/mp3-hq

FAQ

• Option to share an FAQ from Inbox or Case replies.
• You can use the Insert Links > Insert FAQ option to look up and insert an FAQ in your reply window.
• You can search for an FAQ based on the keywords and category to display FAQs. You can simply insert the relevant FAQ into your compose window.

Grid View 

• The Grid View option is now available for all Inventory modules: Payments, Invoices, Quotes, Credit Notes, Sales Orders, Purchase Orders, Delivery Notes, Sales Returns, and Receipt Notes.
• Note: You cannot edit line item fields like Total, subtotal, unit price, etc., in the Grid View.

Last Contact On and Last Contacted Via Fields - Leads, Contacts, & Organizations Modules

• The Last Contacted On and Last Contacted Via fields available in the Leads, Contacts, and Organizations modules tell you when (date) and how (a channel like an email) you reached out to a Contact. Currently, you can send emails manually or via Workflows. 
• For example, you can use the Source column to see if your agent is regularly contacting their customers and the channel they use. 
• Touchpoints will display a column named Source will show how a CRM user sent emails or SMS messages. This column will display the following sources - CRM, Workflow, Approval, and Mailroom based on how the email was sent. 
• The Last Contact Via column will show how the SMS or Email was sent as listed below
  • Workflow-Emails
  • Approvals-Emails
  • Process-Emails
  • Workflow-SMSNotifier
  • Approval-SMSNotifier
  • Process-SMS
  • Invitation-Email (This is for the email sent via calendar invites.)
    • Limitation: Last contacted via will be updated as Invitation - Emails, but touchpoints entry will not be added since an email record is not created for invitation email.

Outlook

• You can create a task directly from your emails from your Outlook Inbox by using the Create Task option. When you use this option, the Description section of the task record will automatically be updated with customer specifications and attachments from the email. 
• This feature will help reduce the manual effort required to create tasks from emails and minimize errors. It also ensures that relevant information, including attachments and customer specifications, is accurately transferred to a task.
• The Create Task option is available on your Outlook page > Vtiger for Outlook panel.
  • Prerequisite: You need to install the Vtiger for Outlook Add-on for your Outlook account to use this feature. 

Partner Portal - Customization

• Partners can now upload their company logos on their Partner Portal page (via their instance). The logo you add in the Image added in Settings > Company details page will be displayed in the Login screen of the Partner Portal.

Quality Audit 

• New custom fields (Check-in and Check-out fields) in an Audit form will allow you (auditors) to add the Login and Logout time based on when you start and complete the audit.
• This will record the time spent on an audit by the auditor and will aid a customer in tracking this time.

Webhook

• New types of requests 
• The following new types of requests have been added to Webhooks:
  • An option to skip a parameter to send in the request if a parameter value is null
  • An option to set custom headers for POST and PUT Request methods
  • An option to send related module(child module) data in a Webhook request
  • An option to capture response in a CRM Record