• Now you can set custom timeouts to ensure important responses aren’t missed.

• You can now extract the Call ID from SIP headers and pass it as a variable to external webpages. This includes support for custom SIP header names for inbound calls, enabling advanced workflows such as live translation with external agents.

• We've made filtering in audit logs easier by fixing how it displays in-line.

• We've raised the KB answer limit from 1,000 to 5,000 characters. While 1,000 works for chat and voice, it's too limiting for emails. This update ensures better-quality responses without cutting content short.

• Improved accessibility with names and labels for interactive elements, enhancing navigation and - Agents can now transfer campaign calls (both blind and consultative) to external parties while keeping the record linked to them. This ensures they can still complete or reschedule the task after the transfer. automation support.

• Agents can now transfer campaign calls (both blind and consultative) to external parties while keeping the record linked to them. This ensures they can still complete or reschedule the task after the transfer.

• Customers can now upload announcements as WAV files for Asterisk tenants, eliminating the need to first upload MP3s. Since MP3s were always converted to WAV, this update simplifies the process.

• Audit logging is now enabled for Data Capture changes in the Configuration menu. This ensures all modifications are properly tracked, aligning with the existing audit log coverage for this menu.

• Live translated calls now include a SIP header to indicate whether they are inbound or outbound, ensuring better tracking and integration for external agents. No configuration needed.

NEW New Improved Conversation Reports with captured data filtering

• Easily access and review recorded conversation details.
• Select a display name first to narrow down relevant conversations.
• After selecting a display name, filter for a specific value with an exact match.

NEW New Bot Message Insights in Historical conversation reports

• Users can now view bot message insights directly within the Historical Conversation Reports.
• Insights will be stored and accessible for 90 days to ensure sufficient time for analysis.
• This feature is available under Historical Reports > Conversation in the Portal, where users can view bot message insights alongside the conversation transcript.

NEW New Bot Quality Management for Bot email drafts

• Bot Event Tracking & Quality Management – View knowledge base searches, API calls, and LLM completions for bot-generated email drafts, ensuring event records are maintained while helping identify gaps like missing knowledge base articles and understanding why agents modify drafts.

NEW New Improved Recording File naming for downloads

• Clear File Naming – When downloading recordings, the filename will follow this structure:
  • date-time-customerphonenumber.wav
• Better Usability – Makes it easier for customers to organize and share recordings with their clients.

NEW New Email details now visible in activity history and conversation transcripts

• Clear Email Headers – Now, you can see the following details for each email: From (Sender) | To (Recipient(s)) | Subject (Email subject line) | Time (Sent/Received).
• Available in Multiple Views – These details are now visible in both task history and conversation transcripts in the portal.

NEW New Live Translation UI now displays partially recognized speech in Real-Time

• Real-Time Partial Speech Display – See partially recognized speech as it is processed, enabling early decision-making, automatic translation, and visual feedback with a loading icon, all configurable via a toggle in the live translation node.

NEW New Customer Email Address displayed in task history for chat conversations

• Customer Identification & Efficiency – Customer email addresses are now visible in task history for webchat and other chat media types, improving visibility in the portal and helping agents quickly identify and follow up without extra steps.

NEW New Live Translation now supports Norwegian, Danish, Swedish, and Finnish

• These additions ensure a more seamless translation experience for multilingual interactions.

RESOLVED Fixed an issue where the LLM was generating QnA pairs for all conversations, even when no useful topics were available.

RESOLVED Fixed an issue where default channels could be deleted, causing outbound call and email failures.

RESOLVED Fixed an issue where some customers were unable to download WhatsApp conversation transcripts, encountering a forbidden sign instead.

RESOLVED Fixed an issue where email transcriptions with outbound attachments could not be downloaded from conversation reports.

RESOLVED Fixed an issue where call transcripts did not include voice bot interactions when a call was transferred to a BE agent.

RESOLVED Fixed an issue where the call transcript of voice conversational bots incorrectly displayed all messages on the customer side.

RESOLVED Fixed an issue where inbound email conversations could get stuck if the email work item was in preview and the agent was forced to log out.

RESOLVED Fixed an issue where the Conversational Bot did not process the SessionTerminated message if the conversation was not assigned to a bot and was released in the bot.

RESOLVED Fixed an issue where a NaN (Not a Number) error was displayed in Realtime Reports > Teams for the average handling time of all tasks.

RESOLVED Fixed an issue where the documentation for Internet connectivity triggering an auto-logout was unclear and required improvements.

• Added detailed steps for capturing and exporting HAR and console log files in the Agent interface to assist with troubleshooting network issues.

RESOLVED Fixed an issue where the CustomerManager import job purger failed to execute on production, causing the service to restart repeatedly.

RESOLVED Fixed an issue where the supervisor monitoring feature for chat and voice did not work on the portal, displaying a blank page with a 304 error in the logs.

RESOLVED Fixed multiple typos in the documentation to improve readability and clarity.

• To enhance Hungarian Speech-to-Text (STT) accuracy, we have integrated Google Cloud Speech V1 into the voice bot.

• A configurable mode that enables manual selection within automatic queues.
• The routing mode of a queue can now be edited to enable Hybrid mode.
• Agent eligibility – Agents must have the required skills and belong to the team associated with the queue.
• Pickable conversations – In Hybrid mode, conversations that can be manually picked will now appear in Waiting > Pickable.
• Routing mode transition – When a queue’s routing mode is changed, only new conversations will follow the updated routing. Existing conversations will remain under the original routing mode.

• Prevents agents from receiving records when the campaign is closed.

• This release introduces automatic purging of completed customer import jobs to prevent database overload. Completed jobs and their processed items will be deleted after 90 days. Additionally, database performance has been optimized through indexing and memory management improvements.

• Chat metrics now available
• Email metrics now available

NEW New "Draft Reply" option to the Email Conversational Bot, allowing it to generate email drafts that agents can review and edit before sending

• Draft Reply Toggle – A new setting on the Email Conversational Bot:
  • Off by default.
  • When turned on, the bot generates a draft reply instead of sending an immediate response.
  • Mandatory Draft Output – If the toggle is enabled, the bot must generate a "Draft Created" output.
  • Seamless Routing – Draft replies are automatically sent to a queue, where agents can: Review and edit the draft, and send the final version to the customer.

NEW Voice Transcripts are now available in conversation reports

• If voice transcription is enabled for your tenant, call transcripts will now be available within the portal’s conversation reports.
• Once a call is complete, the transcript will be visible in the conversation reports section.

NEW New visuals and smarter filtering to the Conversation Insights > Overview page, making it easier to understand your conversation trends

• Tenant Timezone Display – See insights in your local time.
• Conversation Heatmap – Easily spot trends in daily conversation volume.
• Average Conversation Length Chart – Track how long conversations last each day.

NEW Upload Campaign Records with a preferred agent

• Now, you can assign a preferred agent when uploading campaign records, ensuring the right agents handle the right records first.
• An optional preferred agent field now allows you to enter an agent’s email address.

NEW New audio feedback to notify agents when a call is dropped, ensuring they stay informed even when working in another tab.

• When a customer drops the call, an audio alert will play automatically, ensuring the agent is aware. The volume can be adjusted in profile settings as needed.

NEW Improved Filtering in Audit Logs

• You can now filter audit logs by entity type (User, Channel, Workflow, etc.) and operation (Create, Update, Delete, etc.), making it faster and easier to find specific events.

NEW New search feature in the Agent Performance waiting list to enhance usability and efficiency

• Users can now search for items in the Agent Performance waiting list.
• Search functionality supports email addresses and phone numbers for quicker access to relevant records.

NEW Improved close conversation behavior in Webchat

• When clicking “… > Close Conversation”, the conversation ends and the webchat widget automatically minimizes—saving an extra click.

NEW New toggle for Live Translation Control

• We've added a new toggle to the Live Translation Node for more control over the customer experience.

NEW Dutch & Japanese Added to Live Translation (Voice)

RESOLVED Fixed an issue where users were unable to create new announcements when uploading required files in a ZIP format.

RESOLVED Fixed an issue where the conversational bot responded with duplicate messages, causing redundancy and confusion in user interactions.

RESOLVED Fixed an issue where the portal crashed when disabling a business unit for an agent and when opening a team’s details in reporting.

RESOLVED Fixed an issue where the Recording Manager experienced performance slowdowns in the production environment.

RESOLVED Fixed an issue where campaign calls were not counted in the Portal > Realtime Reports > Teams > Handled Tasks (both total and agent card).

RESOLVED Fixed an issue where MP3 files in Asterisk Production were sometimes played at a slowed-down speed.

RESOLVED Fixed an issue where a customer call was automatically picked up when a redirect attempt failed.