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.

This release introduces several new features to improve reporting, multi-language support, email previews, and agent usability, along with important fixes to enhance stability and accuracy across the platform.

Change log​

• NEW You can now filter AI conversational bots (voice) by type in Portal - Realtime Reports - Bots. This lets you see only conversational bots, active or not, and keeps the bot list clean.
• NEW A ringtone is now played in the webchat widget when an agent makes a call request, so customers know a call is coming. Agents also hear a ringback tone, with its volume controlled by the ringtone setting.
• NEW Bot insights now show which model was used for each message in the transcript.
• NEW Agents can now transfer campaign calls to channels. Once transferred, the campaign task can be closed or rescheduled by the original agent.
• NEW You can now preview emails in the task history, including the full email thread, attachments, and a download option for transcripts.
• NEW Email conversational bots now detect the customer’s language and reply using the matching language template, with fallback and draft support if needed.
• NEW The Send Reply node in email workflows now automatically uses the customer’s language to select the right email template, with fallback support if no match is found.
• NEW In the Agent UI, customer data now supports a more/less view, showing only key details (name, email, phone) in compact mode to reduce clutter.
• NEW Timestamps in portal transcript viewers now include seconds, making it easier to track the exact time between replies.
• RESOLVED Fixed an issue where the “Name” field in Email - Templates did not accept diacritics (e.g., á, î, ș, ț), which caused errors when creating templates.
• RESOLVED Fixed an issue where users in the Portal - Teams menu saw error messages saying “Failed to retrieve legacy workflows!”. These messages no longer appear.
• RESOLVED Fixed an issue where predefined property keys (e.g., {Customer.FirstName}) were not displayed in the CSAT (Customer Satisfaction) node when used in the Message or Repeat Message fields. The customer’s name now displays correctly.
• RESOLVED Fixed an issue where changing the TTS provider in language profiles allowed saving without selecting a voice model, resulting in a server error. The save button is now correctly disabled until a voice model is chosen.
• RESOLVED Fixed an issue where calls in workflows with a voicebot sometimes skipped the bot and went directly to the failed output instead of playing the welcome message.
• RESOLVED Fixed an issue where the Email Connector could only handle incoming messages from the Inbox folder and did not support other mail folders.
• RESOLVED Fixed an issue where the Conversations menu showed an empty customer value when a customer had only a phone number and no name. The phone number now displays correctly.

This release resolves several issues affecting stability, usability, and accuracy across AgentUI, Live Translation, email validation, and mobile webchat.

Change log​

• RESOLVED Fixed an issue where the AgentUI could temporarily freeze for a few seconds when searching for internal contacts during an active call.
• RESOLVED Fixed an issue where the system incorrectly accepted email addresses with invalid 1-character top-level domains (e.g., user@test.t).
• RESOLVED Fixed an issue where agents were placed into the RONA state when a language profile for live translation was enabled.
• RESOLVED Fixed an issue where the text input field was missing in the iOS app when using the webchat widget.
• RESOLVED Fixed an issue where Agent UI queues did not refresh automatically and only updated when the agent accepted a new task.
• RESOLVED Fixed an issue where Live Translation sometimes displayed customer text in the wrong language to the agent.

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.

This release brings email previews to the Agent UI interface.

Change log​

• NEW Added email subject and 3-line body preview in the Agent UI interface queue, with an expanded modal view to see the full email and pick it up directly.