{"id":15150,"date":"2025-11-10T19:01:45","date_gmt":"2025-11-10T19:01:45","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=15150"},"modified":"2026-03-30T12:47:26","modified_gmt":"2026-03-30T12:47:26","slug":"new-in-onflo-formerly-lets-talk-november-2025","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-onflo-formerly-lets-talk-november-2025\/","title":{"rendered":"New in Onflo (formerly Let\u2019s Talk) \u2014 November 2025"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"15150\" class=\"elementor elementor-15150\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6e4c759 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6e4c759\" 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-e7fb102\" data-id=\"e7fb102\" 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-f1c9bf6 elementor-widget elementor-widget-text-editor\" data-id=\"f1c9bf6\" 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<p><strong><i>Explore the latest productivity and user experience upgrades to the platform\u2013including enhancements to Telephony, Chatbot, Ticket Management, and Account Management.<\/i><\/strong><\/p><p><span style=\"font-weight: 400;\">Onflo\u2019s November release is all about efficiency, transparency, and experience. From live wait time announcements to smarter automation rules and bulk management tools, these updates give district teams more control and make it even easier for staff, students, and families to get answers quickly. <\/span><\/p><h2>Telephony Enhancements<\/h2><p><b>In-Queue Wait Time Announcement: <\/b><span style=\"font-weight: 400;\">You asked, we delivered. You can now enable a toggle in any queue to automatically announce estimated wait times to callers every 60 seconds.<\/span><\/p><p><b>Call Center Dashboard Redesign: <\/b><span style=\"font-weight: 400;\">The dashboard has a new look to improve visibility and navigation. Clickable options are now organized under top tabs, additional filtering by queue, topic, and number is now available, and real-time metrics like CSAT Score and Average Call Length now appear live.<\/span><\/p><p><b>Line Type Identifiers &amp; Landline Pop-Up: <\/b><span style=\"font-weight: 400;\">Hovering over a phone number in a ticket now shows whether it\u2019s a mobile number or landline. If it\u2019s a landline, agents will receive a warning before closing the ticket, preventing text messages (feedback forms) from being sent to non-SMS numbers.<\/span><\/p><p><b>Call Note Templates:<\/b><span style=\"font-weight: 400;\"> Users can create, save, and reuse note templates. Templates can be set as the default for a queue (auto-populates) or made available for agents to pull into their notes on demand.<\/span><\/p><h2>Chatbot Updates<\/h2><p><b>Voice Mode:<\/b><span style=\"font-weight: 400;\"> Customers can now speak their questions instead of typing them for greater accessibility. After enabling Voice Mode in Chatbot Settings, a microphone icon appears in the chatbot to easily switch between modes.<\/span><\/p><p><b>Completeness Reports by Profile: <\/b><span style=\"font-weight: 400;\">Run reports across different chatbot profiles\u2013ideal for districts supporting multiple profiles.<\/span><\/p><p><b>Domain-Wide Individual Site Rescan: <\/b><span style=\"font-weight: 400;\">From your Resource Center, you can now rescan individual pages without rescanning the entire domain\u2013saving time when content changes.<\/span><\/p><h2>Ticket Management<\/h2><p><b>Tasks in (Non-ITSM) Tickets: <\/b><span style=\"font-weight: 400;\">Teams can now add tasks and manage multiple tasks per ticket, including naming, descriptions, and owners.<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Approval Tasks:<\/b><span style=\"font-weight: 400;\"> Add approval tasks for specific individuals that must be completed before the ticket can be closed. Perfect for procurement requests.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>End-User Task View:<\/b><span style=\"font-weight: 400;\"> End users can easily view their assigned tasks and pending approvals by hovering over the icon in the top right-hand corner.\u00a0<\/span><\/li><\/ul><p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-15229 size-full\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2025\/11\/Screenshot-2025-11-12-131741.png\" alt=\"\" width=\"782\" height=\"77\" \/><\/p><p><img decoding=\"async\" class=\"aligncenter wp-image-15230 size-full\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2025\/11\/Screenshot-2025-11-12-131728.png\" alt=\"\" width=\"591\" height=\"483\" \/><\/p><p><b>Advanced Ticket Rules in Custom Forms:<\/b> Enhanced logic within custom form ticket rules lets topic owners change the topic, assign ownership to a specific person, and manage or remove team members based on the answer selected in a multiple-choice or drop-down field.<\/p><h2>Account Manager Improvements<\/h2><p><b>Bulk Translate Success Messages:<\/b><span style=\"font-weight: 400;\"> Select and translate multiple Success Messages (e.g., default messages) at once \u2013 no more updating them individually.<\/span><\/p><p><b>Bulk Edit\/Delete in Topic Manager:<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Bulk Edit: <\/b><span style=\"font-weight: 400;\">Select multiple topics and bulk edit their Introduction Messages.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Bulk Delete:<\/b><span style=\"font-weight: 400;\"> Select and delete multiple topics at once.<\/span><\/li><\/ul><p><b>Bulk Download Embed Codes:<\/b><span style=\"font-weight: 400;\"> Within the Landing Page Tab Editor, you can bulk download embed codes for all landing pages as a single Excel file.<\/span><\/p><h2>Ready to Dive In?<\/h2><p><span style=\"font-weight: 400;\">Onflo empowers your district to deliver exceptional customer service\u2014all from one platform. If your district isn\u2019t yet 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\u2014catch up on <\/span><a href=\"\/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 productivity and user experience upgrades to the platform\u2013including enhancements to Telephony, Chatbot, Ticket Management, and Account Management. Onflo\u2019s November release is all about efficiency, transparency, and experience. From live wait time announcements to smarter automation rules and bulk management tools, these updates give district teams more control and make it even easier...<\/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-15150","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-call-center","tag-account-setup","tag-lets-talk-assistant","tag-ticket-management"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/15150","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=15150"}],"version-history":[{"count":38,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/15150\/revisions"}],"predecessor-version":[{"id":16135,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/15150\/revisions\/16135"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=15150"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=15150"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}