Skip to main content

March 1, 2025

This release brings a range of new features, enhancements, and critical bug fixes to improve system performance, user experience, and reporting accuracy.

Change log​

  • NEW New "Draft Reply" option to the Email Conversational Bot, allowing it to generate email drafts that agents can review and edit before sending

    • Draft Reply Toggle – A new setting on the Email Conversational Bot:
      • Off by default.
      • When turned on, the bot generates a draft reply instead of sending an immediate response.
      • Mandatory Draft Output – If the toggle is enabled, the bot must generate a "Draft Created" output.
      • Seamless Routing – Draft replies are automatically sent to a queue, where agents can: Review and edit the draft, and send the final version to the customer.

  • NEW Voice Transcripts are now available in conversation reports

    • If voice transcription is enabled for your tenant, call transcripts will now be available within the portal’s conversation reports.
    • Once a call is complete, the transcript will be visible in the conversation reports section.

  • NEW New visuals and smarter filtering to the Conversation Insights > Overview page, making it easier to understand your conversation trends

    • Tenant Timezone Display – See insights in your local time.
    • Conversation Heatmap – Easily spot trends in daily conversation volume.
    • Average Conversation Length Chart – Track how long conversations last each day.

  • NEW Upload Campaign Records with a preferred agent

    • Now, you can assign a preferred agent when uploading campaign records, ensuring the right agents handle the right records first.
    • An optional preferred agent field now allows you to enter an agent’s email address.

  • NEW New audio feedback to notify agents when a call is dropped, ensuring they stay informed even when working in another tab.

    • When a customer drops the call, an audio alert will play automatically, ensuring the agent is aware. The volume can be adjusted in profile settings as needed.

  • NEW Improved Filtering in Audit Logs

    • You can now filter audit logs by entity type (User, Channel, Workflow, etc.) and operation (Create, Update, Delete, etc.), making it faster and easier to find specific events.

  • NEW New search feature in the Agent Performance waiting list to enhance usability and efficiency

    • Users can now search for items in the Agent Performance waiting list.
    • Search functionality supports email addresses and phone numbers for quicker access to relevant records.

  • NEW Improved close conversation behavior in Webchat

    • When clicking “… > Close Conversation”, the conversation ends and the webchat widget automatically minimizes—saving an extra click.

  • NEW New toggle for Live Translation Control

    • We've added a new toggle to the Live Translation Node for more control over the customer experience.

  • NEW Dutch & Japanese Added to Live Translation (Voice)

  • RESOLVED Fixed an issue where users were unable to create new announcements when uploading required files in a ZIP format.

  • RESOLVED Fixed an issue where the conversational bot responded with duplicate messages, causing redundancy and confusion in user interactions.

  • RESOLVED Fixed an issue where the portal crashed when disabling a business unit for an agent and when opening a team’s details in reporting.

  • RESOLVED Fixed an issue where the Recording Manager experienced performance slowdowns in the production environment.

  • RESOLVED Fixed an issue where campaign calls were not counted in the Portal > Realtime Reports > Teams > Handled Tasks (both total and agent card).

  • RESOLVED Fixed an issue where MP3 files in Asterisk Production were sometimes played at a slowed-down speed.

  • RESOLVED Fixed an issue where a customer call was automatically picked up when a redirect attempt failed.