Feature Requests

suggest a feature that could help our members during INVO calls. Would it be possible to have a live transcript or captions at the bottom of the screen with a button the member or the agent can click to turn them on? I think this could be especially helpful for members who have difficulty hearing or understanding us and would make the calls more accessible.

The Problem Standard security questions are no longer a reliable method for identity verification. While we can technically use INVO to send One-Time Passwords (OTPs) today, the current workflow is too manual for high-volume call center environments. Agents must log in, type the member's full name, select a queue, and manually invent and type a random code. Proposed Solution We are proposing a streamlined, standalone INVO SMS verification tool. Instead of manual data entry, the system would automatically generate and text a secure OTP to the member using only their phone number. Key Design Requirement: Dedicated Short Code This SMS module must be linked to a dedicated short code rather than a general marketing or informational phone number. The Benefit: This separates identity verification from general text programs. It allows members to receive critical OTPs without a separate opt-in process and prevents delivery failures if they have previously opted out of marketing communications. Ideal Agent Workflow Copy: The agent locates the caller's mobile number in our core system and copies it to their clipboard. Paste: The agent pastes the number into the INVO SMS tool and clicks "Send." Generate: INVO automatically generates a secure code and dispatches the text message via the dedicated short code. Verify: The member reads the code back over the phone, and the agent visually matches it against the code displayed on the INVO screen to authenticate.

Client Request: Can there be a way when a member is requesting to meet from a remote location, if there are no agents available, the member will be told that so they are not sitting on hold for a long period of time. We would love to see something state there are no agents available, however you can call our contact center directly, or you can schedule an appointment with us.

We would love the ability for campaigns to be automated where we can generate a file automatically each week or month for a particular campaign to go out from the new file on an automated schedule.

We would love to have the ability for agents to accept the next incoming video call, chat, text, voice dependent on the order of arrival. As of now, agents must be in a particular area to view that type of interaction but it would be wonderful for the next item to come to those assigned to that queue. We would additionally love the ability to have them route according to priority in both channel and based on agent skill level.

Would love to be able to upload our current scorecard for reviewing calls, into the Invo platform, that can automatically pull up when reviewing a call and then also being able to pull a report on those monitors with tons of data, average score, areas for improvements etc.

Enhancement request: Could we do some R&D into seeing if 2 signers in the same kiosk would be able to sign at the same time so that agents don't have to download and reupload the document for each signature?

Create a central place within the Invo platform to set, edit, customize notifications for any and all interactions. Must include: *Sound notifications *Pop-up/Browser *OS Pop-up notification This would include audio and visual notifications for the following areas: Invo Chat Notifications Invo Text Notifications Invo Co-Browse Notifications In Video Call Chat Notifications

As a agent and end-user I would like to have secure conversations via the Invo Chat Widget. I would like a feature that would transform/transfer a un-secure Chat conversation to a secure chat conversation

Create an intents-based machine learning model for the Invo Text platform. The Intents would drive toward an interaction with a live agent