This release brings several powerful enhancements and critical fixes to improve customer engagement, agent efficiency, and platform reliability.

Change log​

• NEW Added Google as a provider for live translation with external agents. Language profiles now support Google STT/TTS configuration, and all supported languages/models are displayed.
• NEW Introduced a new campaign type for outbound calls using voice bots. Supports parallel call limits, AI bot workflows, voice bot queue handling, and escalation to agents. Handles retries and unsuccessful attempts automatically.
• NEW Agents can now initiate a call during a webchat conversation. Customers receive a call request in the chat widget and can accept or decline. Mute and end-call options are available for both parties, and chat remains active during the call.
• NEW Added a public API endpoint to download the full voice transcript of a call using the conversation ID. Documentation is available under the https://developers.buzzeasy.com >Integrations > Customer Transcript API
• RESOLVED Fixed an issue where the bot was too sensitive to certain messages, especially in non-English or slightly incorrect text. The bot will now only block messages that are clearly harmful or unsafe.
• RESOLVED Fixed an issue where duplicate knowledge base entries appeared with the same ID, causing visual duplicates in the portal. The system now correctly displays only unique articles.

This release brings improved flexibility for storage and translation, greater localization support, and key usability enhancements across workflows, email handling, and chat history. A number of bugs have also been resolved to improve overall platform stability and user experience.

Change log​

• NEW Support added for storing and playing recordings from on-prem or S3 storage.
• NEW DeepL is now available as a translation provider for language profiles, with formality settings and support for Dutch, French, German, Italian, Polish, Portuguese (including Brazilian), Russian, and Spanish.
• NEW Users can now improve live translation accuracy by adding domain-specific phrase lists to language profiles, either manually or via bulk import.
• NEW Email queue timeout added, allowing emails to be rerouted after a set wait time-up to a maximum of 20 days.
• NEW Widget localization extended with support for Bosnian, Croatian, Georgian, Serbian, and Turkish languages.
• RESOLVED Fixed an issue where filter dropdowns in Task History (e.g., agents, channels, queues) were not sorted alphabetically, improving usability for admins.
• RESOLVED Fixed an issue where Serbian webchat widget used Slovenian translations for certain terms; corrected to proper Serbian wording.
• RESOLVED Fixed an issue where the Save button was not automatically enabled after editing conversational bot properties in the workflow editor.
• RESOLVED Fixed an issue where long chat conversations (2+ hours) did not display the first few messages in the Conversation History.
• RESOLVED Fixed an issue where emails with a logo in the signature were not received due to a template/signature error.

This release brings helpful new features that make it easier for agents to work and support multiple languages, along with important fixes that make the system more reliable and easier to use.

Change log​

• NEW Agents can now view real-time live transcripts of translated calls, with confidence scores, chat reply options, and voice volume control, enhancing clarity and flexibility during multilingual interactions.
• NEW You can now schedule callbacks at any point in the workflow, not just through the queue, offering greater flexibility and control in managing customer follow-ups.
• RESOLVED Fixed an issue where downloading email attachments temporarily opened a new browser tab. Downloads now start in the same tab, as expected.
• RESOLVED Fixed an issue where agent replies appeared in the activity history as if sent from the agent’s personal email.
• RESOLVED Fixed an issue where workitem evaluation emails were incorrectly sent to supervisors instead of agents—notifications.
• RESOLVED Fixed an issue where opening a portal section in a new tab always redirected to the tenants menu—tabs.
• RESOLVED Fixed an issue where incorrect translation providers were shown for some languages.

This release brings major enhancements to live translation capabilities, new tools for agent awareness and reporting, improved API flexibility, and key bug fixes to streamline user experience and system reliability.

Change log​

• NEW Live speech-to-speech translation is now available for inbound voice calls in the Buzzeasy agent app, enabling real-time communication between agents and customers in their preferred languages.
• NEW Introduced configurable language profiles for live translation with external agents, allowing tailored setup of supported languages and translation features.
• NEW Live translation now uses configurable language profiles instead of individual languages, improving consistency and enabling provider prioritization for agent and customer translation setups.
• NEW Agents can now see the number of chat messages a customer sends while waiting in queue, helping identify potentially impatient users during hybrid or manual routing.
• NEW Agents can now see the number of customer follow-up emails in a thread while waiting in the queue, helping identify impatient customers and improving queue management.
• NEW Added the ability to filter historical conversation reports by main and subcategory, enabling more targeted insights and easier data analysis, similar to channel filtering.
• NEW The widget API now allows setting the widget language programmatically, supporting English, Bulgarian, Hungarian, Serbian, Hebrew, Slovenian, and German for dynamic language control.
• RESOLVED Fixed an issue where KB questions imported via bulk upload were not displayed until the page was refreshed; questions now appear immediately after creation without requiring a refresh.
• RESOLVED Fixed an issue where inserting an emoji in the middle of chat text caused the caret to jump to the end; the caret now remains correctly positioned after the inserted emoji.
• RESOLVED Fixed an issue where customer data could not be imported via the Public API due to a "Too Many Requests" error; the API now correctly processes import jobs when no unfinished jobs are present.
• RESOLVED Fixed a documentation issue by clarifying that in predictive and workflow campaigns, the system sets the postponed status (not the agent) when the customer doesn’t answer, and added the 1-hour postpone duration.

This release introduces a usability improvement to the webchat widget, along with several important fixes that improve platform stability and performance.

Change log​

• NEW The webchat widget now supports multi-line messages with text wrapping and a scroll bar; making it easier to type and view longer messages.
• RESOLVED Fixed an issue where call recordings were not being saved to the configured storage account, preventing customers from replaying recorded calls.
• RESOLVED Fixed an issue where the Copilots menu was incorrectly shown for tenants without the feature enabled, resulting in error message.
• RESOLVED Fixed an issue where chat conversations were not delivered to properly skilled agents in the idle state if they had previously experienced a failed work item.
• RESOLVED Fixed an issue where saving an email signature in the Email - Channels section failed with an “Internal Server Error”.
• RESOLVED Fixed an issue where images inserted via copy-paste in the body of an email were not visible in AgentUI, displaying only a broken image icon.
• RESOLVED Fixed a documentation error that incorrectly listed the file name as offer_alternate_number.wav for voice announcements. The correct name is offer_alternative_number.wav, and the documentation has been updated accordingly.