August 2024 Releases
Early Access:
Updating a Contact from a Journey Just Got Easier
Admins can now update a contact’s profile directly from a new Update Contact node in Journey Builder. With this new node, you can trigger a custom event to the contact’s profile, add new contact attributes or update existing ones – with static values or dynamic variables. This new node is much simpler than using a Webhook node to update contacts in Regal, and guarantees that contact attribute updates are successful before the contact continues on in the Journey (note: that guarantee only applies to contact attributes, not custom events).
Reach out to your Customer Success Manager to request Early Access.
Recent Releases:
Leverage Webhook Nodes in Regal IVR for More Advanced Personalization Use Cases
Admins can now use a Webhook node in the Regal IVR to post custom events to 3rd party platforms or to Regal. For example, you may want to trigger a text message to a contact if they called in and their lead score wasn’t high enough to warrant speaking to a sales rep, or update a contact’s profile in Regal with their IVR responses so that the agent answering their call has full context. In the Webhook payload, you can use static values or reference dynamic variables from either a contact’s profile or actions taken in the IVR (such as from your Gather Input nodes.)
Give Agents Insight into the Buyer’s Journey Right from the Agent Desktop
Custom Events in Agent Desktop Activity Feed is now Generally Available! Admins can determine which customer events to show to agents in the Activity Feed, in order to give agents more context about the customer’s history, including what actions they’ve already taken. Configure which events and properties to display from Settings > Data Management > Events, as well as customize how each event appears – with color coding, emojis and friendly names.
Use AI Trackers to Move Beyond Keywords to Capture More Relevant Moments in Your Call Transcripts
Let REGAL AI capture more calls that satisfy the intent of your Conversation Trackers even if they don’t include your exact keywords. By enabling REGAL AI on your Conversation Trackers, we will leverage the name of the tracker, its description, and any keywords or phrases you provide to identify any moments in a transcript that are conceptual matches even if they don’t have exact keyword matches. This simplifies your tracker configuration – by not having to think of every possible keyword – and leads to better insights.
Note: This feature is included in the REGAL AI Starter Package.
Schedule Phone and Video Calls in Regal Using Cal.com Integration
Regal’s new Cal.com integration allows your customers or patients to schedule phone and video calls in Regal, giving them the flexibility to find the perfect time to connect with your brand, and allowing you and your agents to manage the entire customer workflow from within Regal.
Cal.com is a HIPAA-compliant scheduling and video calling platform. The integration allows you to create call tasks or custom tasks (for video calls) in Regal from Cal.com events, track the outcome of those Cal.com event tasks in Regal, and customize SMS confirmation, reminder, and cancellation messages to reduce no-show rate.
Coming Soon:
Task Auto-Complete & Auto-Accept Settings By Team
Admins can specify Task Auto-Complete and Auto-Accept configurations by team.
Call Campaign Priority in Campaign Setup
Define the priority of your call campaigns directly from the campaign detail page (for all dial modes), reducing the number of Task Routing Rules needed.
Agent-Specific Voicemail Drops
Enable agents to pre-record their own voicemail drops for each campaign, increasing personalization for “owned” contacts.
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