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April 19, 2025

This release brings helpful updates that make agent tasks easier, improve system reliability, and give admins more control—making the overall experience better for everyone.

Change log​

  • NEW Outbound Call Translation Support for 3rd Party Agents
    • Third-party agents can now initiate outbound calls with live translation, transcription, and volume control, using a unified interface compatible with external call center platforms like Genesys.
  • NEW Role Elevation for Portal Users by Admins
    • Global and tenant admins can now elevate portal users to tenant admin roles, with all changes securely tracked in the audit log.
  • NEW Customer Email Display in Chat History for Agent UI
    • Customer email addresses are now visible in the chat session history within Agent UI, aligning with functionality already available in the portal view.
  • NEW Pre-Conversation Messages Hidden for Outbound Chats
    • Pre-conversation messages are no longer shown to customers when an agent initiates an outbound chat, ensuring the agent’s message appears first for a smoother experience.
  • NEW Configurable End Speech Detection Timeout
    • Users can now adjust the end speech detection timeout for live translation, giving more control over when speech is considered complete—currently supported only by Azure.
  • RESOLVED Fixed an issue where markdown-rendered lists in the webchat widget added excessive spacing, disrupting the layout in compact views.
  • RESOLVED Fixed an issue where the "Callback requested" output in the queue node remained disabled after selecting a callback campaign, requiring a manual save to activate it.
  • RESOLVED Fixed an issue where clicking outside the panel in the expected wait time announcements view did not close it, requiring a page refresh to dismiss the panel.
  • RESOLVED Fixed an issue where the "Send reply" node in workflows displayed all templates, including those from different business units, instead of limiting them to the workflow's assigned BU.
  • RESOLVED Fixed an issue where supervisors were unable to change or remove the preferred agent for a campaign record, with no action or error shown after attempting the update.
  • RESOLVED Fixed an issue where the chat component in the AUI failed to load during webchat conversations, preventing agents from interacting with customers.
  • RESOLVED Fixed an issue where the destination agent was not placed in RONA break after rejecting a blind transfer, incorrectly returning to available status instead.
  • RESOLVED Fixed an issue where email attachments added by the agent in a reply were not delivered to the customer, even when the original email included an attachment.
  • RESOLVED Fixed an issue where conversations were not requeued within the expected 3-minute window after an agent was forcefully logged out due to heartbeat timeout or browser closure.
  • RESOLVED Fixed an issue where outbound emails failed to send due to attachment-related errors, resulting in the recipient not receiving the message.