Change log​

New functionality​

1. Agents using the Mobile Agent application can now call a customer back directly from their voice task history. The call uses the same agent workspace, business unit and channel as the original task, regardless of the task's result or direction.

Improvements and adjustments​

1. Further resilience improvements for the Agent application and sign-in, so agent state and task updates reach the Agent application without delay.
2. Fixed an issue where campaign records in preview dialing mode were marked as failed when the queue timeout elapsed before an agent picked them up.
3. Fixed an issue where the Mobile Agent application showed a blank screen after a supervisor logged the agent out from the portal.

Change log​

Improvements and adjustments​

1. Improved speed and reliability of call recordings.
2. Further resilience improvements for chat.
3. Added an endpoint to be able to download agent-side transcripts.

Change log​

New functionality​

1. Added voice task history to the Mobile Agent application. Agents can now view their past voice tasks directly on their mobile devices, with the option to search by phone number and filter by task result.

Improvements and adjustments​

1. Additional redundancy for agent voice connections.
2. Further resilience improvements for workflows.
3. Fixed an issue where a voice call could cause an agent task to become stuck under specific network conditions.
4. Extended the configurable timeout for custom integrations from 5 minutes to 10 minutes to support longer-running requests.
5. Fixed an issue where the voice bot would unexpectedly switch languages during a conversation due to the user’s speech.

Change log​

New functionality​

1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.

2. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
3. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.

4. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

1. Fixed an issue where empty completion codes could be set at the channel level.
2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.

Change log​

Improvements and adjustments​

1. Improved the reliability of historical reporting data.
2. Further resilience improvements for voice services.
3. Further improvements to call recording reliability.
4. Additional safeguards against stuck calls.
5. Fixed an issue where Live Translation could occasionally experience longer-than-expected delays.
6. Fixed an issue where, under specific circumstances, some users were able to start two voice tasks at the same time, which caused failures.
7. Fixed an issue in our Power BI template where some cards were showing erroneous values under specific circumstances.

Change log​

Improvements and adjustments​

1. We've added the Realtime feed / Wallboard API to the developer documentation.
2. Additional redundancy for voice services.
3. Further resilience improvements for conversation handling.
4. Further resilience improvements for reporting.

Change log​

New functionality​

1. Added the option for integrators to bring their own directory, with support for consult and blind transfer. See the developer documentation for more details.
2. Added the option to unpack a container in the workflow editor. Previously, administrators were able to pack multiple nodes into a container for a cleaner workflow appearance. Now, if they change their mind or would like to revert the container, administrators have the option to unpack a container.
3. Omnichannel outbound email is now available. If an agent is in a voice call or chat conversation, they can now initiate an outbound email without having to go through the lookup process, by simply clicking the Send Email button in the customer data. This will open a new email dialog in the same task, asking the agent to perform the necessary operations to initiate that email, such as selecting an agent workspace or an outbound channel if no defaults are set.

Improvements and adjustments​

1. When using workflow containers, if there is an error inside the container, this will now be displayed on the container itself.
2. Fixed an issue where forwarding did not work for some particular email channels.
3. Additional redundancy for voice services.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

Change log​

New functionality​

1. Import and replace campaign records: The record import process now lets you clear the record list before uploading new records. When the replace checkbox on the import dialog is checked, all existing records in the list that are not currently in a processing state are removed and replaced with the uploaded records.

Improvements and adjustments​

1. Fixed an issue where recordings did not honor business-unit-level overrides in certain circumstances.

Change log​

New functionality​

1. Business-unit-level Do Not Call list: The Do Not Call list helps comply with regulations and customer preferences not to be contacted. Previously this list was tenant-level and affected all business units. We now allow business-unit-level lists to add extensions to the tenant-level list. The business-unit-level list extends the tenant-level list rather than replacing it.

Improvements and adjustments​

1. Added queue details for agent-to-agent transfers. Previously the target agent saw the queue name as "Unknown queue" when the call came from another agent rather than from a queue.
2. Improved recording handling when either the customer or the agent is placed on hold, preventing unexpected behavior in certain scenarios.

Change log​

New functionality​

1. Disable outbound capabilities per agent: You can now disable the ad hoc outbound capabilities for a specific agent. This means the agent will no longer have the lookup option, cannot re-open email threads from their Task History, and the Website visitors tab is hidden, blocking outbound chats. Typical outbound calls via campaign tasks are not affected by this feature.

Improvements and adjustments​

1. Additional redundancy for voice services.
2. Further resilience improvements for reporting.

Change log​

New functionality​

1. We've added a public API to programmatically update campaign records. Learn more about it in the developer documentation.

Improvements and adjustments​

1. Fixed an issue where the customer public API import job could time out under specific circumstances.
2. Fixed an issue causing agents to see an erroneous disconnected message.
3. Further resilience improvements for voice services.
4. The speech-to-text transcript is displayed for custom voice conversational bots as well.
5. Fixed an issue where customer record custom fields and email addresses were not merged when using the customer merge feature.
6. Fixed an issue where in rare occasions, rescheduled records were not dialed at the right time for predictive campaigns.
7. Fixed an issue where scripting would not allow dates beyond a specific date in the agent application.
8. Fixed an issue where tooltips were displayed twice in the directory.
9. We've made several improvements related to interruptions for Soniox STT, and updated to the latest API.

Change log​

New functionality​

1. Introduced Scheduled calls view for agents using campaigns. This view is located in the Agent performance dashboard as a dedicated tab, visible only if at least 1 campaign exists in your tenant. Agents can use this view to see a calendar of their upcoming scheduled calls.

Improvements and adjustments​

1. Upgraded the technology stack for the Agent application, improving security and performance.
2. Improved voice connection for agents. Agents no longer need to refresh the page to restore voice after a service interruption.
3. Fixed an issue where suspending a record was ignored for predictive campaigns.

Change log​

New functionality​

1. Voicemails are now displayed in the administration portal. Voicemails left by customers through the Voicemail node are now displayed in the administration portal. Supervisors or team leads can now see their details, playback voicemails and download them via the dedicated menu item. Each voicemail is displayed as a separate row in the list, even if there are multiple voicemails for the same conversation. Users may search for voicemails by conversation ID or customer phone number.

2. We added a new KPI for email-heavy businesses. You can now view, in the team reports, the total emails sent by your team as well as per agent in the agent view. This KPI is displayed at a glance, even if the agent card is expanded.
3. Automatically move agent to a selected break when entering lookup task mode. As a supervisor or team lead, you can now configure an option to automatically move agents to a break code you choose when they open their lookup task. This break code is not visible in the agent application as a selectable option and is automatically cancelled when the lookup task ends, without moving the agent to break. This is particularly useful if your agents perform back-office tasks and they should not be disturbed with an inbound task while they are in a lookup task.

4. Change predictive campaign dialing mode to preview. While operating a predictive campaign, you may decide that the campaign is not very efficient due to low agent count, or it already achieved its purpose, in which case, from the predictive settings, you may switch the campaign back to preview, without having to create another campaign. You can switch back to predictive at any time, but records already in progress are not affected by the change.
5. In some cases, the default music for customers waiting in the queue to be connected to an agent when using predictive dialing mode is not the best approach. For this, we introduced the option to disable it completely via the predictive settings, in which case, the customer will not hear anything until connected to an agent.

6. We introduced the option to enable queue timeout for predictive campaigns. When enabled, the timeout can be set from 0 seconds (a single attempt is made to connect the customer with an agent before abandoning the call) to 60 minutes. Customer calls terminated by a queue timeout will be considered a nuisance, the record state will become postponed and their dialing mode will be switched to preview.

Improvements and adjustments​

1. Fixed an issue where a predictive campaign record was being set to Rescheduled instead of Postponed when the call was flagged as a nuisance call.
2. Fixed an issue where the Language profile creation modal was not scrollable on small screens.
3. Fixed an issue where the CSV export for historical conversation reports was missing some fields.
4. Fixed an issue where announcements could not be stopped if there was a transfer happening while the announcement was playing.
5. Fixed a rare issue where an agent could receive two calls at once.
6. Further resilience improvements for outbound calls.

Change log​

New functionality​

1. Earlier this year we introduced support for agent-side greetings and announcements with limited scope. In this release we are extending the scope by enabling these agent-side announcements for outbound calls as well, including ad hoc outbound calls, campaign calls (all types). Greetings and announcements are not supported for translated calls, consults and conferences.

2. We've added sentEmailCount to the OData feed, allowing Power BI developers to create reports showcasing the number of emails sent by an agent per a given time period.

Improvements and adjustments​

1. Further stability improvements for voice announcements.
2. Fixed an issue where the supervisor could not speak to the customer if the agent the supervisor was monitoring was on mute. This issue occurred only in specific circumstances.
3. Fixed a validation issue where invalid email addresses could be saved for customer records by the agents.
4. Further resilience improvements for business hours handling.

Change log​

New functionality​

1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.

2. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.

3. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.

4. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.

5. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
6. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.

Improvements and adjustments​

1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
4. Additional redundancy for voice services, rolled out gradually.
5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
8. Fixed an issue where cloning a workflow did not clone its containers as well.
9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
13. Fixed an issue where the recording was not available for calls initiated through the public API.

Change log​

New functionality​

1. Added a presence indicator for customers on webchat. This will show to the agent if the customer is active, inactive, or offline when using the webchat widget. This feature is not available for other digital channels.

2. Agents can now add multiple attachments at once when responding to or initiating an outbound email. This quality of life change aims to reduce the number of operations an agent has to do to add multiple attachments to an email.

Improvements and adjustments​

1. Fixed an issue where supervisor monitoring for live calls could fail under specific circumstances.
2. Improved the stability of agent voice connections.
3. Fixed an issue where notifications were shown to the agent on login about their connection status, these notifications provide value only if a disconnect happened before, so for the login process, we removed them.
4. Fixed an issue where forwarding an email did not include the channel signature.
5. Improved the security of attachment handling in the webchat widget.

Change log​

New functionality​

1. Improved the stability of campaign processing under high load.
2. Further resilience improvements for voice services, reducing the chance of stuck calls.
3. Added the option to mark a custom question node as sensitive data. Sensitive data is never stored and, by default, is not made available to other nodes or integrations. You may add a variable resulting from a custom question node as an exception to the voice's custom integration node or the JavaScript node.

4. Added a new voicemail node. This node allows administrators to configure paths where the customer can leave a voicemail, for example, after a CSAT node where the customer left a poor rating. Voicemail playback via the portal will be added in a future release.

5. Added the option to cancel all filtered campaign records, making it easier for campaign administrators to cancel an entire list of records at once. Simply apply your record filters, then click the Cancel all filtered records button.

Improvements and adjustments​

1. Fixed an issue where the outbound dial duration limit was applied per trunk, causing multiple call attempts in some specific scenarios.
2. Fixed an issue that could prevent stuck calls from being cleared.
3. Based on your feedback, we removed the announcement button when no agent announcements are configured.
4. Fixed an issue where greetings and agent announcements would not stream properly if the call was transcribed.
5. Fixed an issue regarding attachment handling for the agent in chat where in some rare cases, the attachment uploading did not work properly.
6. We've made several performance improvements to customer management targeted at users having more than 1000 customer records in a single business unit. Based on our testing, search results should now appear at least 2 times faster. We will continue to monitor the situation.

Change log​

New functionality​

1. We added a feature that enables campaign record status updates to be populated in the OData feed. It can be enabled for your tenant on request.

2. We published an API to cancel a campaign record by the record ID. It allows cancelling records one by one or in bulk, up to 100 records per request. See the developer's documentation for more details.
3. We added the option to use workflow variables in the Redirect To Phone node, enabling dynamic population of the phone number field.

4. We added the option to add multiple email addresses in the TO field of an email, up to 50. Additionally, we now support the option to paste a list of email addresses in the To/Cc/Bcc field. The user interface will automatically prompt the user to verify the email addresses when doing so.

5. Predictive calls are now automatically answered on the agent side. This enables the agent to save a couple of seconds and improve the overall predictive campaign performance.

Improvements and adjustments​

1. Fixed an issue where the email conversational bot's conversation history window contained previous email segments, modifying the email bot behavior.
2. Fixed an issue where users could not change the translation engine or remove the dictionary, when there was a dictionary assigned to a Language profile pair.
3. Fixed an issue where invalid email addresses could be pasted into To/Cc/Bcc without a warning.

Change log​

New functionality​

1. You may now specify multilingual voice conversational bot welcome messages. This feature was previously available for all the voice workflow nodes with the addition of the Workflow TTS and multilingual support. It is now added to the conversational bot's welcome message, removing the need to create a separate announcement to be able to handle multiple languages for the same message.

2. You may now categorize calls based on the live transcript instead of the recording transcript. This is particularly useful when post-call recordings are not available due to corporate policies or licensing restrictions, allowing categorization to happen based on the live transcript generated by a conversational bot, call translation or call transcription.

3. We renamed the Conversational API tools to Bot tools and added JavaScript support as a bot tool. Previously, integrators were able to configure an API integration for conversational bots to use. Now they can select between API and JavaScript, JavaScript allowing integrators to write their integration directly into the portal without needing to create, deploy and maintain a dedicated middleware.

4. We now allow integrators to request access for the external webpages they choose to use as task addons in the Agent workspace.

5. We added the option for team leads to configure automatic greetings when the agent answers an inbound call. The greeting will be automatically played, saving the agent the effort to read a greeting, or disclaimer, word by word.
6. We added the option for team leads to also configure on-demand announcements the agents can use based on the Agent Workspace the queue is using for an inbound call. These act similar to canned responses for chat or email templates for emails, allowing the agents to simply click an announcement instead of reading it themselves from a script. The agent can stop the announcement at any time.

7. We published a new public API to initiate and drop calls on behalf of an agent. Read more about it on our developers' website.

Improvements and adjustments​

1. Fixed an issue where the administration portal showed incorrect error messages when browsing through the campaign listing interface.
2. Fixed an issue where the customer identifier could display incorrectly in some cases.
3. Fixed an issue where the JavaScript node incorrectly chose a successful path when the code itself had a syntax error.
4. Fixed an issue where the Conversation API from our developer website could not be tried out on the website.
5. Fixed an issue where the browser would erroneously show a Leave popup warning when downloading an attachment over chat.
6. Fixed an issue that caused an incorrect tab to be activated when the agent refreshed the agent application.
7. Fixed an issue where there was an erroneous validation error on the Bot tools creation page.