May’s updates enable greater administrator visibility and control over breaches and access, make it easier to deploy tracking code, and manage number-porting workflows. This month also brings added administrative controls and richer information for customer conversations.
Queue Management Report (SLA)
Teams can now monitor queue-level SLA performance from a dedicated report. The Queue Management Report provides greater visibility into SLA compliance and potential breaches, helping administrators and operations teams identify where attention may be needed.
To learn more, please review this article.
Ritten Integration
Connect CTM call activity with Ritten to bring call details and marketing attribution directly into your CRM workflow. Configure which calls sync between the two platforms, view call summaries and key interaction details in Ritten, and create new CRM cases or associate calls with existing cases.
Note: The Ritten integration is available for customers with the CRM feature enabled.
To learn more, please review this article.
Intra-Twilio Porting
Customers transferring Twilio-hosted numbers to CTM can now benefit from a more streamlined porting process. The updated workflow recognizes eligible Twilio-to-Twilio transfers, helping reduce unnecessary documentation, prevent avoidable rejections, and limit manual follow-up.
Please read this article for more information on porting numbers to CTM.
Additional Platform Updates
- Added permission controls for managing Blocked Numbers, giving administrators greater control over access.
- Added onboarding and tracking-number information to chat submissions to provide teams with more context during customer conversations.
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