January 2025 Release Notes
Digital Focused
Updated at January 2nd, 2025
Table of Contents
January 2025 Release Notes
Release Focus
Digital, Integration, Instagram, Chat
Release Timing
This release will be deployed outside of UK business hours
New Features
Integration with Oracle Service Cloud
Oracle Service Cloud (formerly RightNow CRM) is now integrated with our digital platform. The integration syncs customer data between Oracle and Cirrus Digital, automatically creating and managing Incidents and Tasks. It saves conversation transcripts, attachments, and AI summaries to the Incidents section, and agents can access the digital inbox directly within Oracle CRM to manage outbound communications through Cirrus, streamlining workflow and maintaining consistent customer data across platforms.
Figure 1 - Oracle Service Cloud UI with Digital Integration
Enhancements
Instagram Post Comment Thread Split
You can now split comments on Instagram public posts into separate conversations (objects) in Cirrus Digital. This enhancement empowers teams to manage responses better and streamline communication with potential customers. Threads can be split automatically for efficiency or manually by agents for more precise handling.
Figure 2 - Instagram Split Thread UI
Instagram Direct Message (DM) Reactions
You will now be able to add reaction emojis to agent messages to indicate their concerns and feelings while communicating with the agent. This additional and common form of active communication will help agents better understand and assist their customers and increase overall satisfaction.
Figure 3 - Instagram Reactions
Chat Customisations
We’ve added enhanced customization capabilities to our app, enabling you to personalize the user experience to align with your brand’s identity and style:
- Custom Loading Animation: Upload a custom GIF or SVG to replace the default splash loading animation.
- Bot Background Customisation: Change the bot's background colour to match your brand and toggle the option to retain this appearance in the header.
- Welcome Screen Title: Add a personalised title that appears at the top of the initial chat window.
- Message and Button Design: You can fully customise the style of bot messages and buttons to reflect your brand's look and feel.
- Chat Window Close Button: Toggle the option to reposition the X button to close the chat window so that it appears inside the conversation window, like in the mobile interface.
- Improved Visual Design: Enhance the clarity and navigation with updated menu icons and optimized font sizes.
