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September 13, 2025

This release brings powerful new translation and reporting features, enhanced workflow and routing options, expanded VoiceBot integration, and a wide set of bug fixes improving reliability, reporting accuracy, and overall user experience.

Change log​

  • NEW Added the ability to view live transcripts of translated calls in the customer’s or the agent’s language within Task History (portal) and Conversation History (agent). Each message also includes an option to "view original message," which displays the transcript in its original language.
  • NEW Added live translation for chat conversations. This premium feature allows automatic translation between the customer’s language and the agent’s language. Translation providers include Azure, DeepL, and Amazon, and can be configured in the "Translations" tab of a language profile.
  • NEW Added support for using the target agent’s language profile during chat transfers. Previously, chat translations continued using the original agent’s configuration. Now, when a conversation is transferred, the target agent’s language profile is applied to determine if translation is needed and what language to translate into, ensuring accurate communication in multi-lingual agent queues.
  • NEW Added support for pending break requests in the Power BI template. The updated report now shows which agent requested a pending break, along with the start time, duration, and whether the request was ended or canceled. Published in our Power BI report.
  • NEW Added email routing based on customer language. Administrators can now use the customer language node in the workflow email editor with a switch node to create routing logic by language.
  • NEW (Technical) - Added Soniox as a new Speech-to-Text (STT) provider for VoiceBots.
  • RESOLVED Fixed an issue in callback campaigns where the task dial attempts counter did not decrease after a call reached the maximum outbound dial duration limit. The counter now correctly decreases by one in this scenario.
  • RESOLVED Fixed an issue where completion codes were not visible in Portal historical reports for supervisors when evaluating calls. Completion codes now display correctly.
  • RESOLVED Fixed an issue where workflow name changes were not reflected in Portal Audit Logs. Audit Logs now correctly capture and display the most recent workflow name after modifications.
  • RESOLVED Fixed an issue in the Administration - Roles section where AI Administration appeared twice in the list of available permissions. It now displays only once.
  • RESOLVED Fixed an issue in the Agent UI where searching for Email queues in the waiting tasks dropdown did not display results. Queues now appear correctly based on the typed input.
  • RESOLVED Fixed an issue in the Agent UI where waiting tasks were not displayed globally in order of arrival. Tasks are now sorted by wait time across all queues, allowing agents to pick up the oldest tasks first regardless of queue.
  • RESOLVED Fixed an issue where the Send Email node in chat and voice workflows could be saved without filling in the mandatory fields. An error message is now shown if mandatory fields are left incomplete.
  • RESOLVED Fixed an issue where chat templates could not be updated. Templates can now be modified and saved without errors.
  • RESOLVED Fixed an issue where, with Real-time Translation enabled, some calls did not connect the customer’s translated voice to the agent. In these cases, customer transcriptions were missing on the agent desktop. The issue has been resolved, and transcripts and translated audio now work consistently.
  • RESOLVED Fixed an issue in the Agent UI where the task history could disappear after filtering for a non-existent agent and then clearing the filter. Task history now displays correctly after filtering.
  • RESOLVED Fixed a misleading error in multi-lingual email templates where users were incorrectly shown a message stating that the content could not be empty, even when content was present. Templates can now be saved correctly.