Your softphone got a lot more flexible this week. Custom dispositions, manual dialing, team transfers, plus new webhook events and inbox updates. Let's get into it.
Custom Softphone Dispositions
Dispositions are now fully customizable. Set a default set of dispositions available across your entire workspace, then define custom dispositions for each transfer configuration so every team can capture the outcomes that matter most to their workflow.
Manual outbound dialing
Punch in a number and dial straight from the softphone. Useful for the one-off calls that don't come from a campaign or a contact record.
Softphone Transfers to a team
Transfers can now target a transfer destination team, not just an individual. Route the call to a group and let your routing group handle who picks it up, which keeps transfers landing even when one person is heads-down or out.
New Webhook Events
Three new events to hook into:
sms:sentsms:receivedinbox:conversation-marked-done
Marking a conversation done in the inbox now fires as an event too, so your other systems can react when a thread wraps.
You can view more complete documentation on these events here careCycle docs
Some other things
- Added Home Health Care as a policy type
- New "My threads" button in the inbox to jump straight to your own conversations
- Added a dropdown in the disposition picker for associating an outbound call to an appointment. It only appears when the contact has a recent appointment near the time you're calling that hasn't been dispositioned yet.
