What's New? - Product Updates January 2025

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Every quarter, we update you on the latest developments within the Seamly platform. Read in this What's New what improvements and new features we have added. 

Authenticated Voice: secure and efficient calling

When making phone calls, it is often a challenge to quickly and securely verify who is on the line. Usually, a customer has to answer a number of questions for verification. We have therefore developed a concept for authenticated voice calls to make this safer and easier for customer and employee alike. This works as follows:

A customer logs into a my environment or app and presses a call button there. As soon as the customer calls, our platform automatically starts an authentication process in the background. This process links a temporary token to the customer's phone number. As a result, the customer is immediately authenticated.

Consequently, customers no longer have to answer questions like ‘Who are you?’ or ‘What is your address?’. For companies, this not only means faster processing, but also a higher level of security. This is because data is verified directly via the back-end, greatly reducing the risk of errors or fraud.

Flexible chatbot: hide the input bar

Sometimes you don't want customers to be able to type directly into the chatbot, for example when you want to show certain information first. With this new feature, you can now easily hide the chatbot's input bar.

How does this work? You can include extra information in the chatbot that you can link to a specific situation. For example, think of a scenario where you want customers to choose from predefined options before he or she can type a message themselves. This can be essential, for example, if you want to know whether you are dealing with a customer or a mechanic. This provides more control and avoids confusion for users.

Service commands: more control over customer interactions

Certain situations call for immediate action. That's why we developed service commands: short commands that allow you to easily perform specific actions within a conversation.

Imagine a customer abusing the chat. With a command like /abuse or /ban, you can prevent a chatbot user from continuing to the live chat. Or use /transactionalmove to automatically close a specific flow after a livechat. Want a summary of a conversation? The service command /summary can be used to automatically generate a summary.

File uploads: send files via Parley and Microsoft

We are often asked if it's possible for agents to upload files in a conversation. We have therefore added a new feature that now allows agents to send files via Parley and Microsoft. For example, a pdf with additional information or a completed form.

Fallback bot

What happens if your chatbot provider is temporarily offline? Customers often can't be helped then, which is frustrating for both you and your customers. That's why we have developed a fallback bot.

This bot takes over when the primary chatbot is unavailable. Our support team manages the fallback bot, so you are always assured of a working solution. This means customers never get stuck and you don't have to worry about reachability.

New dashboard: data on a silver platter

We understand that having insight into customer interactions is important to improve your service. That is why we are rolling out a new dashboard to all our customers. This dashboard provides a clear view of all important data. Think about insight into how many calls have been made, how many potential livechats could have been handled and how many translated calls there have been. 

The dashboard is more intuitive, faster and feature-rich than the old mail reports. Once the rollout is complete, we will phase out the old reports. With the new dashboard, you'll have all the information you need at your fingertips so you can make better decisions.

With these updates, we will continue to improve our platform, always in consultation with our customers. Do you have any suggestions? Let us know, and who knows, you might see your idea in the next update.