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May 24, 2025

This release brings a range of improvements to make your daily work faster, easier, and more reliable. From smarter language support and better navigation to key bug fixes, we’ve made things simpler for both agents and admins.

Change log​

  • NEW AgentUI now better supports languages. It updates the page language automatically and asks to use your system language on first launch for a smoother experience.
  • NEW Added a workflow option to set the customer's language for inbound calls. This replaces the old method and uses only supported languages for live voice translation.
  • NEW Markdown content now displays correctly in chat and activity history, making messages easier to read and understand.
  • NEW Agents can now quickly fix or cancel text before it's sent for live translation, making messages more accurate for customers.
  • NEW You can now send emails directly from voice and chat workflows. Just set the email details in the workflow, and it will send the message automatically.
  • NEW Portal menu structure has been cleaned up and reorganized in alphabetical order to make navigation easier. Legacy Campaigns support was also removed.
  • NEW You can now collapse or expand all portal menu groups with a single click for easier navigation.
  • NEW You can now view real-time transcripts of voice bots directly in the portal under Realtime reports.
  • NEW Knowledge Base access has been streamlined. Menu visibility now clearly follows feature toggles and user roles.
  • NEW Agent extensions are now assigned automatically when converting a user to an agent, preventing errors and reducing support issues.
  • NEW (for technical users/admins): You can now use a channel identifier as a workflow variable. This allows workflows to route based on the contact source (like phone number or email) without needing multiple workflows. Ideal for use in switch nodes.
  • NEW (technical only): Added support for regex-based text replacement rules in live translation. Text can now be automatically modified between speech recognition and translation using configurable rule sets per language profile.
  • RESOLVED Fixed an issue where supervisors were unable to clone campaigns without full Workflow permissions.
  • RESOLVED Fixed an issue where email attachments did not reach the customer if the agent replied with a new file attached.
  • RESOLVED Fixed an issue where calls transferred between channels in the same Business Unit remained in the queue despite skilled agents being available.
  • RESOLVED Fixed an issue where the Save and Close buttons on conversational bot node editors were cut off on standard laptop screens (1920x1080) with no scroll option.
  • RESOLVED Fixed an issue where bulk KB import crashed or failed when the CSV header was not exactly "Question, Answer".