Call recording and transcription
A new Call recordings tab is now available in Settings > Telephony. Once at least one phone line is connected, you can enable call recording, choose the recording quality, set the retention period, and turn on transcription with a selected provider.
After that, everything works automatically:
- for every incoming or outgoing call, the recording is saved in the message thread;
- once the call ends, a text transcript is added if transcription is enabled;
- the chat shows buttons for playing the recording and opening the transcript.
Recordings can be played directly in the interface, with a visual playback bar. The transcript appears in the message thread, so agents can quickly understand what the call was about without listening to the full recording.
Settings are configured separately for each phone number. The feature is available when phone lines are connected.
This is a paid option. The final cost depends on recording quality, retention period, and the number of minutes used. In some scenarios, a call may not be linked to a chat. In that case, the recording and transcript are stored separately.
The feature helps teams review service quality, investigate complex cases, and train agents using real customer conversations.
Default outbound number for customer calls
When a company uses several phone numbers, choosing the right one before every call adds an extra step and slows agents down.
Now Chat2Desk fills in the outbound number automatically. By default, the system uses the last number selected by the agent. If the agent has already called from a specific number before, Chat2Desk remembers that choice and suggests it for the next call.
An administrator can also arrange numbers in the preferred order in the phone settings. When an operator starts a call, Chat2Desk first uses the last selected number. If there is no previous choice yet, the system takes the first number from the configured list.
This makes work with multiple lines faster and reduces the risk of choosing the wrong outbound number.
Conversation balance checks for broadcast campaigns
Previously, if paid conversations ran out while a broadcast campaign was in progress, the campaign continued, but some customers might not receive the message. We have added two levels of control.
The first check happens before launch. Chat2Desk compares the audience size with the number of available paid conversations. If the balance is not enough, the system shows a warning and lets the agent either continue or cancel the campaign.
The second check works during the campaign. If paid conversations run out after the broadcast has started, the agent receives an error notification. A new line also appears in the Broadcasts and mass operations log, showing how many customers did not receive the message.
From the same log, agents can export the list of failed dialogs and click Try again to resend the campaign only to customers who did not receive the original message.
Stories for number-based Telegram and WhatsApp accounts
Stories are an additional way to reach customers with reminders, promotions, and announcements without starting a direct conversation. Previously, teams had to leave Chat2Desk and publish them manually in the messenger app.
Now agents can publish stories to connected number-based Telegram and WhatsApp accounts directly from Chat2Desk.
Publish story button in Settings > Channels and messengers opens a publishing form. Agents can select one or several connected number-based accounts, upload a photo or video, add text of up to 2,048 characters, and publish the story.
Chat2Desk shows the publication status: either successful or with an error description if something goes wrong.
Supported formats:
- images: JPEG, PNG, GIF, up to 50 MB;
- videos: MP4, MOV, 3GP, MPEG-4, up to 100 MB.
The feature is available to agents with the Connect and configure messengers permission.
WhatsApp catalog product messages
When customers contacted a company through a WhatsApp catalog, these messages previously arrived in Chat2Desk as empty text or could be lost because the message type was not recognized.
Chat2Desk now handles several WhatsApp catalog scenarios correctly.
If a customer clicks Message seller for a specific product, operators see the message text and a notification with the product ID and catalog ID. The full product details can be checked in Commerce Manager.
If a customer places an order through the catalog, the chat shows product IDs, quantity, price, and currency for each item.
Due to WhatsApp limitations, Chat2Desk can only pass product data as identifiers. The product name, image, and description need to be checked manually in Commerce Manager.
Supported providers: 360dialog, Gupshup, and Meta Cloud API.
