{"id":13407,"date":"2025-06-02T14:28:58","date_gmt":"2025-06-02T14:28:58","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=13407"},"modified":"2025-10-27T21:54:59","modified_gmt":"2025-10-27T21:54:59","slug":"new-in-onflo-june-2025","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-onflo-june-2025\/","title":{"rendered":"New in Onflo (formerly Let's Talk!) \u2014 June 2025"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"13407\" class=\"elementor elementor-13407\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ae7446c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ae7446c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-00f76cb\" data-id=\"00f76cb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a239ec5 elementor-widget elementor-widget-text-editor\" data-id=\"a239ec5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><i><span style=\"font-weight: 400;\">Explore the latest enhancements for Telephony, Call Center, and the overall Onflo (formerly Let's Talk!) user experience\u00a0<\/span><\/i><\/h3><p><span style=\"font-weight: 400;\">The June 2025 release introduces updates to help your team work more efficiently and deliver faster, more responsive customer service. Key highlights include new Telephony and Call Center features\u2014like Holiday Calendars and In-Queue Callback\u2014that enhance flexibility and streamline call handling in Onflo. Call Center supervisors also gain increased visibility into phone activity and more control over call recordings. Plus, we\u2019ve made it easier to access support through Chatsy, export data, and build forms\u2014reducing complexity and helping your team stay focused on delivering exceptional service every day.<\/span><\/p><p><b>Telephony and Call Center Updates:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Call Center Holiday Calendars: <\/b><span style=\"font-weight: 400;\">We\u2019ve introduced Call Center Holiday Calendars, allowing System Admins to automate call routing during holidays. This new feature reduces manual work and errors by enabling customized holiday schedules, voicemail greetings, and routing settings\u2014ensuring callers are informed and supported even when offices are closed.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>In-Queue Callback: <\/b><span style=\"font-weight: 400;\">This update gives callers the option to receive a callback instead of waiting on hold\u2014boosting both efficiency and customer satisfaction. System Admins can enable this feature per queue, and detailed reporting tracks callback activity for greater visibility and performance insights.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Record Secondary Call Conversations:<\/b><span style=\"font-weight: 400;\"> Call recordings now capture all active conversations during call conferences\u2014including warm transfers and admin barges\u2014ensuring a complete record of internal discussions even when the original caller is on hold. This update improves accuracy and accountability across complex call scenarios while maintaining privacy when all parties are placed on hold.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Direct Transfer After Ask First: <\/b><span style=\"font-weight: 400;\">Agents can now complete a direct transfer after an ask-first transfer, as long as the call returns to two parties. This resolves a key limitation, making it easier to route calls efficiently without getting stuck in multi-party call restrictions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Secondary Agent Transfers: <\/b><span style=\"font-weight: 400;\">Agents who receive an ask-first transfer can now make transfers once the original primary agent leaves the call, with the secondary agent automatically becoming the new primary. This change prevents transfer restrictions during multi-party calls and improves call routing flexibility.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Telephony Settings Activity Logs: <\/b><span style=\"font-weight: 400;\">System Admins can now view detailed logs of all changes made to Telephony settings, including who made the update and when. This provides better transparency and control over configuration changes.<\/span><\/li><\/ul><p><b>Additional Onflo Updates:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Overview Dashboard Download PPT \u2014 Add Top Themes and Summaries:<\/b><span style=\"font-weight: 400;\"> A follow up update to AI Themes and Summaries from the May 2025 release, users can now download the Overview Dashboard as a PPT file that includes top themes and AI-generated summaries, making it easier to share key insights with colleagues.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Disable Submit Button Rule in Form Editor:<\/b><span style=\"font-weight: 400;\"> Users can set rules in Form Builder to disable the submit button when specific options are selected in multiple-choice questions, allowing for greater control over form submissions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Inactive Ticket Owners Filter: <\/b><span style=\"font-weight: 400;\">Advanced search now includes filters to identify inactive topics or owners, helping users quickly find relevant active tickets by selecting either topic or owner.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Delete Inactive Users: <\/b><span style=\"font-weight: 400;\">System Admins can now delete inactive users from the front end, even if those users are associated with tickets or topics, reducing operational overhead and streamlining user management.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Turn Off Inactive User Notifications: <\/b><span style=\"font-weight: 400;\">System Admins can now turn off notifications that alert them when users are made inactive.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Consolidate Question Mark Icon and Chatsy in Onflo Accounts: <\/b><span style=\"font-weight: 400;\">We\u2019ve updated the question mark flow by consolidating all support forms into the Email tab of Chatsy, creating a single, streamlined location for submitting requests, sharing feedback and reporting a bug.\u00a0<\/span><\/li><\/ul><h3><b>Ready to Dive In?<\/b><\/h3><p><span style=\"font-weight: 400;\">Onflo empowers your district to deliver exceptional customer service \u2014 all from one platform. If your district isn\u2019t using these game-changing features to power your customer service, connect with your Client Success Manager to get started.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Stay up to date on the latest enhancements! Catch up on <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/category\/product-updates\/\"><span style=\"font-weight: 400;\">previous Onflo updates<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p><p><span style=\"font-weight: 400;\">As always, we value your feedback. If you have any questions, reach out to your Client Success Manager or our <\/span><a href=\"https:\/\/www.k12insight.com\/support\/\"><span style=\"font-weight: 400;\">Client Care team<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Explore the latest enhancements for Telephony, Call Center, and the overall Onflo (formerly Let's Talk!) user experience\u00a0 The June 2025 release introduces updates to help your team work more efficiently and deliver faster, more responsive customer service. Key highlights include new Telephony and Call Center features\u2014like Holiday Calendars and In-Queue Callback\u2014that enhance flexibility and streamline...<\/p>\n","protected":false},"author":36,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[414],"class_list":["post-13407","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-basic-telephony","tag-call-center","tag-dashboard","tag-user-management"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=13407"}],"version-history":[{"count":10,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13407\/revisions"}],"predecessor-version":[{"id":15001,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13407\/revisions\/15001"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=13407"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=13407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}