Good morning everyone!

It's Andre - CEO/Founder at OnlySales - welcome to week two of our "Weekly Major Updates" initiative!

The majority of the work this week has been internal - team restructuring, hiring, training, and promoting key developers into team leader positions so we can split into multiple independent teams for working on larger features with more impact.

Even with that - we were able to put together some of the features requested most by managers and agents. We'll continue working on team structure, so each update can include even more than the last few!

Keep in mind- nearly all of the updates come from feature suggestions from users - so if you have something in mind, please send it through support, or through the changelog widget here!

With that out of the way - let's get to the updates!

New Features:

- (HIGHLY REQUESTED) New Support System:

There are two requests that come in the most into our help channels: better feature clarity (better analytics, easier to see/read displays), and faster support.

For the support section - we had a few issues to solve. First was, we didn't have enough staff available. That's already on it's way to be resolved, with new staff being trained as I write this today.

The other issue was - the system we had itself, was clunky and a bit hard to follow, on our side. It worked - and it was affordable, for a company at the scale we were at when we added it, but it definitely doesn't work as well now.

As of this update, we've migrated to a completely new, state of the art support platform! Here's how the changes apply to your accounts!

If you need help, you can click on the help chat icon, at the top right of the screen by your balance, where it's always been:

However, now it'll open a new system:

The system allows us to respond much faster, attach support articles in the chat itself, monitor large scale analytics to make sure reply times are as short as possible - and if something requires long term follow up, the ticketing system is much, much better:

Not only that - but we can also do direct to browser calls to resolve or understand your request as quickly as possible - including screensharing, without needing to download/update third party tools like Zoom every time - and without needing to leave OnlySales at all!

There is additional features available with this new system for product tours for new agents, feature highlights, and others - that we'll continue integrating over the next few weeks. But even now - it's already much, much better than before.

If you still had any open requests on the previous support chat that need answering - please open a new chat through the new system. We didn't have too many open requests at the time of the migration - but we want to make sure we don't miss anyone's questions anymore.

Once the new team is in, goal is for live chat availability from 8AM to 8PM, first response under 3 minutes, and full resolution under 30min.

Also - every single member of our support team now, including the new members in training - are all US based, with more than 3 years of experience in both support and CRM software, so that as we scale, there is no decrease in quality of responses to our users.

- (Requested by managers) Lead Transfer system:

This one - is another major update that's been mentioned more than a few times. And we'll be upgrading it over the next few weeks as well to be available to everyone, not just managers.

For now - here's what the feature does:

Use case:

Managers requested a way to message leads in bulk, and transfer to their agents, hot leads that responded back interested - in a seamless way.

It's now implemented, and ready to use! We'll write up a guide that explains more in detail, but the basics are this. Managers can click this button on a conversation, to transfer a lead to one of their agents:

When the agent receives a lead from their manager, it'll show on Recents - with a green icon by the name of the lead (which stands for Transferred Lead). The conversation shows the exact date and time that the lead was transferred, from manager to agent.

And - here's the best part: When a lead is transferred, the agent that receives it, borrows the sending number for that lead only. Meaning - you can pick up where your manager left off, and message the lead from the exact same number they were already messaging - or opt to use one of yours, if preferred. Seamless, quick transition.

We also added 3 new sorting classes to Conversations - Received, Transferred, and Archived:

If you select Received, your conversations will be filtered to only transferred leads you've received. If you select Transferred (only available to managers) - you'll see all the leads you have sent to your agents (including the conversations after the transfer took place. And - managers can claim the lead back from the agent they sent it to, if needed).

And - if you select the last option, archived - well, that's a quick bonus feature we added that was also highly requested...

- Archived Sorting View:

We've been going off our our most requested support chat messages to build new features off of. This one is just the latest one!

Use case:
You're browsing conversations, replying - and manually archive a hot lead by accident. You look in the All tab, but can't easily find it. You contact support, we find it for you, and unarchive it.

Now - this can be done from the user end!

Just use the sorting view on conversations called "Archived". You'll see manually archived leads only, in the order they were archived (most recent at the top), and can restore them to the main conversations tab by unarchiving them.

- Additional upgrades:

- Tags Page:

Updated/fixed the drag/drop sorting in the Tags tab - and increased the total tags displayed on screen from 20 to 50.

- Reset Password:

This one was requested - rarely, but enough to build. Once a password is reset (either by "Forgot Password" at log in, or in settings when already logged in), it'll force a log out of all sessions for the account.

If you've given access to your account to others, and want to quickly revoke it, this is instant.

- Server Scaling:

This one's a little technical to get into too much detail - but the summary version is this:

We've put in a lot of work recently on rebuilding parts of the app with redundancies and scaling in place - so we can quickly take on new users without needing to redesign app fundamentals, or slowing down app speed on peak times, and similar.

This week, we moved the backend API of the app from one cloud server into a cluster instead. 3x faster at back end calls, 3x as reliable in case of a crash - and easier to update in the future.

That's it for now!

More to come this coming Monday - although that update might be a bit light in content vs this week's. The week is mostly scheduled internally for training new devs and support team members - but we'll still take some features from the suggestions and build them for you guys.

If you notice any issues with the new update, or have suggestions on how to make the new features better - send us a message through the new support system!

Talk to you again next Monday morning - and as always, thank you for using OnlySales!