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November 1, 2025

This release delivers new productivity enhancements across the Agent UI and portal, improving workflow efficiency, reporting control, and conversational accuracy. It also includes several important fixes for email handling and overall stability.

Change log​

  • NEW Added an option in the Agent UI to open email threads from task history for inbound conversations.
  • NEW Added dictionary support in the portal for translations using Amazon.
  • NEW Added a history mode in the portal under email workflow settings, allowing the conversational bot to read the full email thread for complete context instead of just the last customer email.
  • NEW Added an option in the Agent UI task manager to generate a summary of past calls and automatically add it to the task notes, helping agents recall details and save time.
  • NEW Added an Enforce KB search option in the portal’s conversational bot settings to ensure the bot performs a knowledge base search for each customer message before generating a response.
  • NEW Added filtering in the portal’s historical reports to display only data from the business units associated with the logged-in supervisors and agents.
  • NEW Added filtering in the portal’s realtime bot reports to display only entries from workflows belonging to the same business units as the logged-in supervisor.
  • NEW Added logic in the customer widget to disable text input when landing on a menu selection node, requiring customers to choose an option instead of typing.
  • NEW Added a toggle in the portal’s agent workspace settings to disable task notes editing for specific queues or lookups. If enabled, agents may still use conversation summary.
  • NEW Added support in the Agent UI task wrap-up for task notes and conversation summaries up to 750 characters.
  • NEW Added support in the portal to honor agent assist assignments per agent workspace, enabling conversation summaries for voice task notes only when an agent assist configuration is assigned.
  • RESOLVED Fixed an issue in the Agent UI where the “Hold” and “Directory” call control buttons were not correctly translated into Dutch.
  • RESOLVED Fixed an issue where the CRM fragment was missing translations for Croatian, Serbian, and Turkish languages.
  • RESOLVED Fixed an issue in the Agent UI where the “Switch account” button did not respond when an app conflict occurred between mobile and desktop sessions.
  • RESOLVED Fixed an issue in the portal’s conversation history where bot QM events were displayed in the wrong order, showing the knowledge base search before the AI model prompt.
  • RESOLVED Fixed an issue in the portal where double-clicking the “Save” button while creating an email template caused duplicate templates to be created.
  • RESOLVED Fixed an issue where forwarded emails in the workflow did not include the original email’s header details, such as sender, recipient, date, and subject.
  • RESOLVED Fixed an issue where importing dictionary entries from a CSV file incorrectly included the header row as an entry.
  • RESOLVED Fixed an issue where the text input field in the Agent UI lost focus after each draft autosave while composing an email.
  • RESOLVED Fixed an issue where replies sent from an IMAP email channel were not delivered to customers, even though the Agent UI showed them as successfully sent.
  • RESOLVED Fixed an issue where outbound emails sent to customers appeared blank in both the Agent UI and the customer’s inbox.
  • RESOLVED Fixed an issue where some emails sent to the email channel were not being processed by Buzzeasy, even though they appeared in the Outlook inbox.