Since the Contact Center SDK is built on our Video SDK, your Contact Center SDK will need to be updated at least every seven months.

Added

  • In-app chat to Video Upgrade - The agents can upgrade an in-app chat conversation to a video call. The chat history is retained after the video upgrade and is available in the in-meeting chat window.

  • In-app video engagement waiting room experience now supports displaying slides and playing background audio files.

  • In-app video experience now lets brands choose whether they want consumers to see a video preview before joining the call with an agent. They can also show consumers a notification or prompt when the agent accepts their call. Developers can set these up using the SDK parameters.

Changed

  • Contact Center for Android and iOS are out of public beta, and generally available as of November 28, 2022.