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August 16, 2025

This release introduces several new capabilities for agents and admins to improve email handling, workflow automation, and multi-language support, along with several important bug fixes to enhance reliability and user experience.

Change log​

  • NEW Added the ability for agents to transfer email conversations to another agent. The receiving agent can accept or reject the transfer (if RONA is enabled), or automatically receive it if RONA is not active.
  • NEW Added the ability to show sent emails as part of voice and chat conversations. Emails are displayed in the activity history with an email icon, and when downloading a chat transcript, both the email file (.eml) and text file (.txt) are included.
  • NEW Added the option for admins to restrict attachment types in the webchat widget. Admins can choose to allow none, all, or custom file types, with custom settings supporting only approved attachment types.
  • NEW Added language profile support for TTS voice nodes in workflows. Nodes such as announcements, auto-attendant, customer satisfaction, and custom questions will now use the customer’s configured language profile and TTS engine.
  • NEW Added subject and body preview for emails waiting in the Agent Performance Dashboard queue. Agents can now see the email subject and first three lines of the body before picking it up, with an option to expand and view the full email in a modal.
  • NEW Added support for multiple Azure AD Entra ID email app registrations per channel. Admins can now register more than one app within a tenant and reuse the same domain across multiple tenants without needing repeated admin consent.
  • NEW Increased the number of email addresses a customer profile can store from 1 to 10. Agents and admins can now add, manage, and remove up to 9 additional email addresses alongside the primary address.
  • NEW Added the option to pop out and view external web pages in full screen from the agent workspace. Agents can now automatically open configured external pages (e.g., CRM systems) in a separate window when handling calls, chats, or emails.
  • NEW Improved accessibility of reply controls in the email interface, making it easier for agents to respond quickly and efficiently.
  • NEW Added the ability for agents to populate workflow variables through scripting. Scripted variables can now be passed into workflows, enabling more dynamic automation and customization within predefined nodes.
  • NEW Added the ability for agents to select specific language variants of email templates. Agents can now preview and choose the appropriate template language to match customer communication needs.
  • NEW Added a “Detect customer language” node for email workflows. This node identifies the predominant language from the latest customer email and stores it as a workflow variable, enabling multi-lingual workflow routing.
  • NEW Added support for multiple languages in voice workflow nodes based on customer language profiles.
  • NEW Added an option to stop recording when a call is redirected outside of Buzzeasy by the workflow. This toggle (off by default) ensures only the original customer - workflow interaction is recorded, while redirected parts are excluded.
  • NEW Added support for identifying customers based on the reply-to field of incoming emails. This ensures more accurate customer matching when emails are sent via webforms or alternate addresses.
  • RESOLVED Fixed an issue where the Date & Time column in Historical Reports/Conversations was not fully visible when using non-default date formats.
  • RESOLVED Fixed an issue where the “Playing translated audio to the Customer” message stayed stuck on the agent UI after the call ended.
  • RESOLVED Fixed an issue where emails with a logo in the signature were not arriving in the email queue.
  • RESOLVED Fixed an issue where the block type selector in AI bot nodes was not updated to the new grey color.
  • RESOLVED Fixed an issue where tooltips in the Agent UI overlapped and blocked selection of certain options during outbound task creation.
  • RESOLVED Fixed an issue where Historical Reports/Conversations displayed variable names instead of display names in captured data labels.
  • RESOLVED Fixed an issue where the conversational bot sometimes did not respond to the first message in a conversation.
  • RESOLVED Fixed an issue where creating a new chat template resulted in an error instead of completing successfully.
  • RESOLVED Fixed an issue where agents could forward or send emails to contacts without a valid email address, resulting in silent failures.