Release Notes, May 21st 2024

This article provides an overview of changes and additional features included in the planned release window of May 21st, 2024.

The changes made in this release concern Puzzel Contact Centre. 

Note that some of these features may require a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost element associated to it. 

Puzzel Contact Centre Chat 

We are releasing a new Chat that is easier to configure, reconfigure and manage, as well as new administration functionalities.   

For existing Puzzel Contact Centre customers, please note your Account Manager will reach out to discuss a migration plan.
Key features
  • Integrated into Puzzel Contact Centre
    This provides a unified admin experience and can be used by any customer with a website. It maps chat interactions and chat rules to contact centre queues and time modules. Surveys can now be dropped into a chat interaction flow.

  • Chat Interaction Flow Control Center
    Improved Interaction Flow Control Center with a “What You See Is What You Get” interface for designing your chat interaction plans. The Control Center is designed for administrators - no HTML or coding skills required. 

  • Mobile support
    The Chat can be used on a mobile, a tablet or a desktop. It contains a secure file sharing feature with embedded virus scanner, and it supports markdown and emojis.

  • Secure, and built with the OIDC standard
    Supports security standards, ensuring both integrity and reliability, while minimising its footprint on any web page. It also supports authenticated chat using the OIDC standard.


Features coming later this year: 3rd party bot support, Chat API, new version of Live Share and full WCAG 2.2 AA compliance.

Please see the relevant user guides here.



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