This release brings a range of improvements to make your daily work faster, easier, and more reliable. From smarter language support and better navigation to key bug fixes, we’ve made things simpler for both agents and admins.

Change log​

• NEW AgentUI now better supports languages. It updates the page language automatically and asks to use your system language on first launch for a smoother experience.
• NEW Added a workflow option to set the customer's language for inbound calls. This replaces the old method and uses only supported languages for live voice translation.
• NEW Markdown content now displays correctly in chat and activity history, making messages easier to read and understand.
• NEW Agents can now quickly fix or cancel text before it's sent for live translation, making messages more accurate for customers.
• NEW You can now send emails directly from voice and chat workflows. Just set the email details in the workflow, and it will send the message automatically.
• NEW Portal menu structure has been cleaned up and reorganized in alphabetical order to make navigation easier. Legacy Campaigns support was also removed.
• NEW You can now collapse or expand all portal menu groups with a single click for easier navigation.
• NEW You can now view real-time transcripts of voice bots directly in the portal under Realtime reports.
• NEW Knowledge Base access has been streamlined. Menu visibility now clearly follows feature toggles and user roles.
• NEW Agent extensions are now assigned automatically when converting a user to an agent, preventing errors and reducing support issues.
• NEW (for technical users/admins): You can now use a channel identifier as a workflow variable. This allows workflows to route based on the contact source (like phone number or email) without needing multiple workflows. Ideal for use in switch nodes.
• NEW (technical only): Added support for regex-based text replacement rules in live translation. Text can now be automatically modified between speech recognition and translation using configurable rule sets per language profile.
• RESOLVED Fixed an issue where supervisors were unable to clone campaigns without full Workflow permissions.
• RESOLVED Fixed an issue where email attachments did not reach the customer if the agent replied with a new file attached.
• RESOLVED Fixed an issue where calls transferred between channels in the same Business Unit remained in the queue despite skilled agents being available.
• RESOLVED Fixed an issue where the Save and Close buttons on conversational bot node editors were cut off on standard laptop screens (1920x1080) with no scroll option.
• RESOLVED Fixed an issue where bulk KB import crashed or failed when the CSV header was not exactly "Question, Answer".

This release brings improved agent experience, better admin control, and enhanced CRM integration, along with key bug fixes for usability and accuracy.

Change log​

• NEW Buzzeasy now automatically saves email drafts in the background, allowing agents to restore and continue editing drafts after closing a tab or navigating away.
• NEW Admins can now select a specific trunk for outbound voice calls when creating or updating a voice channel or campaign, ensuring better control over call routing.
• NEW Only tenant and global admins can now create, update, or delete roles. Regular users can view their assigned role but can no longer manage roles.
• NEW Buzzeasy now supports email in MS Dynamics, including contact screen pop and logging of conversation and worktime data directly into Dynamics.
• NEW Buzzeasy now honors the email reply-to header, ensuring replies are directed to the correct address if specified, for both bot and agent emails.
• RESOLVED Fixed an issue where plaintext emails in Email Fragment and Activity History did not display line breaks, making them hard to read.
• RESOLVED Fixed an issue where calls were not being logged in the activity history within Salesforce CRM during Buzzeasy integration.
• RESOLVED Fixed an issue where the schedule button tooltip incorrectly stated that no callback campaign was configured during campaign calls; it now clearly indicates that scheduling is not available for campaign records.
• RESOLVED Fixed an issue where the "Delete callback on customer connect" toggle was incorrectly greyed out under certain duplicate detection settings.
• RESOLVED Fixed an issue where customer chat text was hard to read due to poor contrast between text and background in conversation history.
• RESOLVED Fixed an issue where call notifications on the Agent UI did not disappear after declining or when Rona timeout expired.
• RESOLVED Fixed an issue where audit logs were displayed in UTC instead of the browser's local time zone.

This release brings helpful updates that make agent tasks easier, improve system reliability, and give admins more control—making the overall experience better for everyone.

Change log​

• NEW Outbound Call Translation Support for 3rd Party Agents
  • Third-party agents can now initiate outbound calls with live translation, transcription, and volume control, using a unified interface compatible with external call center platforms like Genesys.
• NEW Role Elevation for Portal Users by Admins
  • Global and tenant admins can now elevate portal users to tenant admin roles, with all changes securely tracked in the audit log.
• NEW Customer Email Display in Chat History for Agent UI
  • Customer email addresses are now visible in the chat session history within Agent UI, aligning with functionality already available in the portal view.
• NEW Pre-Conversation Messages Hidden for Outbound Chats
  • Pre-conversation messages are no longer shown to customers when an agent initiates an outbound chat, ensuring the agent’s message appears first for a smoother experience.
• NEW Configurable End Speech Detection Timeout
  • Users can now adjust the end speech detection timeout for live translation, giving more control over when speech is considered complete—currently supported only by Azure.
• RESOLVED Fixed an issue where markdown-rendered lists in the webchat widget added excessive spacing, disrupting the layout in compact views.
• RESOLVED Fixed an issue where the "Callback requested" output in the queue node remained disabled after selecting a callback campaign, requiring a manual save to activate it.
• RESOLVED Fixed an issue where clicking outside the panel in the expected wait time announcements view did not close it, requiring a page refresh to dismiss the panel.
• RESOLVED Fixed an issue where the "Send reply" node in workflows displayed all templates, including those from different business units, instead of limiting them to the workflow's assigned BU.
• RESOLVED Fixed an issue where supervisors were unable to change or remove the preferred agent for a campaign record, with no action or error shown after attempting the update.
• RESOLVED Fixed an issue where the chat component in the AUI failed to load during webchat conversations, preventing agents from interacting with customers.
• RESOLVED Fixed an issue where the destination agent was not placed in RONA break after rejecting a blind transfer, incorrectly returning to available status instead.
• RESOLVED Fixed an issue where email attachments added by the agent in a reply were not delivered to the customer, even when the original email included an attachment.
• RESOLVED Fixed an issue where conversations were not requeued within the expected 3-minute window after an agent was forcefully logged out due to heartbeat timeout or browser closure.
• RESOLVED Fixed an issue where outbound emails failed to send due to attachment-related errors, resulting in the recipient not receiving the message.

This release introduces enhancements to email channel management, improvements in chat clarity, and a key fix for dialing behavior to support a smoother and more consistent communication experience.

Change log​

• NEW New Support for Handling Emails through Generic IMAP Channels
  • New support for IMAP and Office 365 email channels enables users to configure and manage inbound/outbound emails with guided setup, SMTP support, optional signatures, message threading, and full reporting integration.
• NEW New Visual Indicator for Historical Messages in Webchat
  • Added a visual indicator in the webchat widget to show when messages are from a previous session, ensuring clarity after refresh and preventing confusion about active conversations.
• RESOLVED Fixed an issue where enabling the "Use channel number as dialing number" option had no effect, ensuring the outbound SIP INVITE now correctly uses the channel’s main number in the FROM header during agent-initiated transfers.

This release introduces several new capabilities to improve agent productivity, customer experience, and platform flexibility, along with critical bug fixes to ensure smoother operations.

Change log​

• NEW New Agent Assist for External Agents in Live Translation
  • External agents can now access Agent Assist in the Live Translation UI, offering smart response suggestions based on conversation context and the knowledge base.
• NEW New Copilot Configuration via Portal
  • Users can now create and manage Copilot configurations in the portal under Portal > General > Copilot, including prompts, knowledge base, and confidence threshold settings. These configurations power the Agent Assist feature available to external agents in the Live Translation UI.
• NEW New Configurable Webchat Timeout
  • Customers can now configure the webchat connection timeout per channel via the portal, with a default of 60 seconds, under Portal > Webchat > Widget Configuration.
• NEW New Webchat History Visibility Toggle
  • Admins can now control per channel whether webchat conversation history is shown to customers when they reopen the widget from the same browser.
• NEW New Voice Bot Message Insight Reporting
  • Voice bot conversations now include message-level insights in historical reports, enhancing quality tracking similar to chat/email bots.
• NEW WYSIWYG Markdown Editor for KB and Bot Instructions
  • Users can now format knowledge base articles and bot instructions using a visual Markdown editor, supporting bold, italic, lists, and source view for improved usability.
• RESOLVED Fixed an issue where the agent name was displayed as "unknown" in the Agents UI after a page refresh during chat conversations.
• RESOLVED Fixed an issue where creating a workflow failed when special characters (e.g., letters from different languages) were used in the workflow name, resulting in an error message and preventing creation.
• RESOLVED Fixed an issue where the entity name column in audit logs was not populated for changes made to Business Units.
• RESOLVED Fixed an issue where chat conversation history was missing for all past chats except those from the current day, ensuring history is now consistently available across all chat sessions.
• RESOLVED Fixed an issue where the live translation node was still visible and could be created even when the feature was turned off in tenant settings.
• RESOLVED Fixed an issue where the accepted file names in announcement bundles incorrectly showed double dots.
• RESOLVED Fixed an issue where voice call summaries were not generated or incorrectly showed the summary from a previously viewed conversation.
• RESOLVED Fixed an issue where transferring a call to another channel within the same Business Unit resulted in the call remaining in queue, even though skilled agents were available.