December 2024

New features and improvements

• ilert now supports Coverage Requests, starting with the mobile app, you may now request a shift override from one of your on-call buddies, with the tap on a button your colleagues are notified immediately and can choose to accept or decline the request while you will receive another notificatin depending on their decision.

• We have optimized the call flow builder experience, lots of internal and external feedback has been used to shape an even better UX when building flows, especially larger flows

• Call flow "Route call" nodes now support a dedicated choice for agent call timeouts and the default has been reduced from 60 to 45 seconds (Note: the legacy call routing solution has always used 60 seconds)

• There is a new call flow node Agentic Concierge, it has moved into closed BETA. It replaces your IVR menus and more; use a real-time AI agent to communicate with your caller to identify the callers intent and gather additional information, use the identified intent to decide your branch flow. Let us know if you would like to try it out, before it moves into GA.

• We launched ilert wrapped 2024, hope you had a great year with us :)