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Release 3.35

Alex Gurr··7 min read

NeonNow Release 3.35 is a major update to our platform and products. Outreach campaigns can now be sent more than once, on a schedule, and several at a time. This release also introduces the NeonNow Developer API, the first phase of our rebrand across every app, clearer agent statuses in CX, and a new look for Attached Data with audio you can play in the panel.


Release Schedule

Pre-release changes and go-live during the week of 17th August. All dates are in AEST.

  • London: 18th August
  • Australia: 19th August
  • Oregon: 24th August
  • North Virginia: 24th August

Other Regions (including custom environments): please reach out to your account manager.


1.1 Agent Status Refresh

It is now much clearer what an agent's status is, both your own and everyone else's in the directory.

  • The automatic "Busy" state has gone. It was set for you whenever you were on a call, and it covered up the status you had actually picked. Your status is now only ever what you chose: Available, a custom away state, or Offline.
  • A waveform icon now shows next to any agent on a voice call, including you.
  • Hover over an agent to see whether they are on contact or off contact.


1.2 Other Changes

  • Attached Data: The Attached Data panel has a new look on both the desktop and softphone, and is much easier to read at a glance during an interaction. Links can now show a proper label rather than a long URL, and audio files play right there in the panel.
  • Quick Connects: The quick connects we create for agent and queue transfers now have a description, so you can find them in Amazon Connect by agent name, username or queue name.
  • Rebrand: CX has the new NeonNow logo and font, including sign-in screens and verification emails.


The CX rebrand on softphone.


1.3 Fixes

  • Related Calls: Resolved an issue where calls stayed linked after an agent signed out.
  • SSO Sign-Out: Resolved an issue where Amazon Connect could sign SSO users back in after they had signed out.
  • Preview Dialling: Resolved an issue where an outbound call could be started during a preview dialling task.
  • User Management: Resolved a misleading error message when creating a user with a username that was already taken.
  • Visual Fixes: Resolved various visual issues across the directory and IQ.


1.1 [New] Campaign Runs

Every send of a campaign is now a campaign run. The campaign holds your template and settings, and each run is one send of it, so you can send the same campaign as many times as you like without setting it up again.

  • A run copies the campaign's template and contacts when you create it, so editing the campaign later will not change a run you have already made.
  • Every run has its own name, description and status.
  • You can duplicate any previous run to send it again exactly as it went out the first time.
  • Campaigns are no longer limited to one send at a time. As many runs as you need can send at once, whether they belong to the same campaign or different ones.


1.2 [New] Scheduled and Repeating Campaigns

You can start a run straight away or pick a time for it later, and you can set a campaign to send on its own on a regular basis.

  • A run you start now waits five minutes before sending, so there is time to stop it if you spot something wrong.
  • Campaigns can repeat daily, weekly, monthly or yearly, and handle things like every second week, chosen days, or the second Tuesday of the month.
  • A calendar shows what is coming up, and you can skip a single date without cancelling the whole schedule.
  • You can still start a run by hand whenever you want.


1.3 [New] SMS Sender Control

Organisation admins can now decide how SMS senders are picked. Either leave it to the sender pool, or choose which senders campaigners are allowed to send from.


1.4 Other Changes

  • Contact Files: You can now upload contacts as JSON or XML as well as CSV.
  • Message Priority: Add a priority column to your contact file to mark contacts as high priority, and those messages go out ahead of the rest. You can also filter and sort a run's messages by priority.
  • Test Messages: You can send a test SMS to up to 10 people before you run a campaign, just as you already could with email.
  • Existing Campaigns: Campaigns you created before this release are moved across for you. Each one keeps everything it has already sent as its "Run 1".

1.5 Fixes

  • Email Senders: Resolved an issue where the list of available senders did not refresh after you updated your SendGrid API key.



Admin

1.1 Rebrand

  • Admin has the new NeonNow logo and font, including the sign-up and region pages and email templates.
  • There are new product logos too, which you will see in the sidebar, on the landing page and in your branding settings.
  • "Contact Centre Branding" is now "CX Branding".
  • References to NEONNOW now read either NeonNow or CX, whichever fits.


1.2 Sign Up

  • After subscribing, you now pick your region, then create your account, then set up your organisation.
  • We now email you a short passphrase to confirm your address instead of a verification code, and you can ask for another one if it does not turn up.


1.3 CX

  • Queue Allowlist: You can now choose exactly which queues your agents get, instead of every queue in Amazon Connect. Each one can have a description, which agents see when they transfer an interaction or create a task.
  • Queue Filters: You can now decide which queues show up for each interaction type. A queue that matches one type is hidden from the rest automatically, so you can split queues between voice, chat, email and tasks without having to list them all.
  • E911 Control: If you provision your users through SCIM, you can now turn E911 off for individual agents from your identity provider. Those agents are never asked for an address.


1.4 Other Changes

  • Salesforce Adapter: The Salesforce adapter settings now carry a deprecation notice, as Salesforce is retiring support for embedding voice products this way.


1.5 Fixes

  • Signed-Out Prompt: Resolved an issue where opening Admin in a new tab could wrongly tell you that you had been signed out.
  • Concierge: Resolved an issue where Concierge could not be turned on for a newly created contact centre.
  • Transfer Flows: Resolved an issue where external number transfer flows could not be enabled.
  • Operational Parameters: Resolved an issue where nothing was shown when parameters could not be listed.
  • Global Resilience (ACGR): Resolved an issue where deleting a user in one region left them in the other.
  • Visual Fixes: Resolved various visual issues across Admin.



[New] Developer API

You can now build your own server-side integrations against NeonNow. There is a new developer portal in the help docs with a full reference for every endpoint, and three APIs to get started with.

  • Authentication: create, list, update and revoke your organisation's API keys, and swap a key for a short-lived access token to call everything else.
  • Contact Flow (CX): manage your operational parameters, including table rows and custom types, and your custom schedules. Anything you can do on those pages in Admin, you can now do from your own code.
  • Admin (CX): read and update a contact centre's SCIM provisioning setup.

A few things worth knowing about API keys:

  • Keys are managed through the API itself. There is no screen for them in Admin yet, so for now you authenticate those calls with the token from your own Admin session. The developer portal explains how.
  • Each key has its own expiry and set of permissions, and access tokens can be narrowed further still, so an integration only ever gets what it needs. We would suggest a separate key per integration so you can rotate or revoke them independently.
  • A key's secret is only shown once, when you create it. If you lose it, create a new key.



Help Docs

  • New Developer Portal: A browsable API reference, generated from the APIs themselves so it is always up to date.
  • Updated for 3.35: The NeonNow, CX and Outreach docs all cover everything in this release.
  • Refreshed Home Page: The help docs home and product pages have had a fresh coat of paint.
  • Outreach Restructure: The Outreach docs are now organised into Settings, Campaigns, Contacts, Templates and Delivery. All existing links should continue to work.

Noticed any broken links or problems with the help docs? Please let us know!