Release 8.7 includes new configuration options that improve security and streamline the workflow for secure messaging. A new answer panel for agents combined with support for EWS OAuth mailboxes makes it easy to manage secure message inquiries at scale. Updates to the external answer page for collaborators and improvements in the live chat forms round out the features in this release.
Secure messages with notifications
Secure responses +automated notifications
When you interact with your customers in a secure message portal, it’s important to let them know an answer is available. The new Secure Answer Panel with Notifications automates this process so there are no required agent actions. Notification templates are sent automatically whenever an answer is provided.
Configuration is simple and uses all of your existing configuration for skills-based routing. Customize your notification template to reinforce your brand.
Read more about secure messaging with customer notifications in the user guide.
Secure Mailbox Configuration
Support for MicrosoftEWS OAuth mailboxes
If you use Microsoft O365 within your organization for hosted email, this new configuration option will improve your security. iService still supports basic authentication for EWS mailboxes, but the OAuth method for sending and retrieving email is the recommended approach for O365 hosted mailboxes.
Read more about configuring your mailboxes in the user guide.
External Answer Form
Keep the conversation going ...
… or not.
iService allows you to leverage help from anyone with an email address. They don’t need a license or pre-configured agent login. They just click a link in their email and start interacting.
Now those collaborators can resolve questions that don’t need an answer, send a response that resolves the question, or respond and leave the question open for sending additional messages.
You can read the full release notes for version 8.7 in the iService User Guide.