Update 5.0.16

Release 5.0.16

💡 Features

New ticket prioritization by Primary Skill: it is now possible to set a priority skill for each agent, allowing a smarter ticket distribution aligned with team specialization. When there is demand for the configured service, the system automatically prioritizes available agents with that skill while respecting their capacity, and maintains current distribution logic when no priority agents are available. Learn More

Quick Prompt for LIRA: you can now create a prompt library to be used in Copilot without needing to type out full phrases, speeding up agent workflow. Learn More

🔐 Scale & Trust

New visual identity for the Exports screen.

For Preview Dialer, disposition tagging before redialing has been added. Learn More

Agent Monitoring Panel now displays whether the agent has a microphone enabled or not. Learn More

Predictive and Preview Dialer: feature to search data directly in the Dialer Mailing list. Learn More

In Welcome Registration, filtering by service and message has been added to make searching easier. Learn More

Tracking CSV now displays internal comment data captured during bot and dialer overflow. Learn More

Shows the user who closed the conversation when done via Monitoring Screen / End Conversation. Learn More

Increased messaging timeout to prevent send errors.

Contact merging improvements in business logic. Learn More

🪲 Bugs

Fixed message status for WhatsApp media in tracking history.