This release introduces new capabilities for conversational bots and improves reliability and clarity in conversation handling.

Change log​

New functionality​

1. Added support for proactive exit, allowing the bot to send a final message and automatically end the conversation without waiting for user input.
2. Added configurable data collection for conversational bots, enabling admins to define variables, prompts, and validation rules for user input within workflows.

Improvements and adjustments​

1. Fixed an issue where conversation end reasons were unclear or missing.
2. Fixed an issue where the AI “Expand” feature altered the original meaning and speaker perspective, ensuring rewritten text preserves intent, tone, and agent voice.

This release introduces new AI capabilities for voice interactions and includes several fixes to improve call recording behavior, workflow validation, and inbound call limit handling.

Change log​

New functionality​

1. Added AI Agent Assist suggestions for inbound voice conversations, providing agents with real-time response suggestions based on the full conversation context.
2. Added support for the gpt-5-mini model for conversational bots across all media, set as the new default model for new nodes.

Improvements and adjustments​

1. Fixed an issue where workflows containing custom voice bots could be saved without configuring a customer language node with conversational bot enabled.
2. Fixed an issue where call recordings remained available in the portal after the configured retention period had expired.
3. Fixed an issue where call recordings were not generated for the part of the call before a transfer between channels.
4. Fixed an issue where the ConcurrentInboundCalls counter accumulated calls instead of reflecting the number of active inbound calls.

This release introduces several new features and improvements, including enhanced agent insights, translation controls, and service hook configuration, along with fixes to improve the stability and usability of the Agent UI.

Change log​

New functionality​

1. Added dictionary support for DeepL translations to control the translation of specific terms and names.
2. Added support for channel-level service hooks in addition to tenant-level hooks.
3. Added node ID and node name display in the Bot Insights view.
4. Added read-only chat conversation view during wrap-up.
5. Added agent KPIs to the Wallboard feed V3.

Improvements and adjustments​

1. Fixed an issue where the Channel Holiday and Exception list UI elements were misaligned.
2. Fixed an issue where a '0' was incorrectly displayed between the Settings and Log out buttons in the Agent UI.
3. Fixed an issue where the Task History filter in the Agent UI was not accessible.

This release includes new Wallboard insights, expanded live transcription options, updated branding, enhanced call handling capabilities, and several fixes improving call audio and transcription accuracy.

Change log​

New functionality​

1. Added queue-level Today KPIs to Wallboard Feed v3 (total, average, and longest agent active time).
2. Added Soniox as a live transcription (STT) provider, enabling lower-cost transcription configuration in the admin portal.
3. Added updated Graia branding to the Power BI template, including the new logo and color scheme.
4. Added support for custom outbound SIP headers on all outgoing call legs across all call scenarios.

Improvements and adjustments​

1. Fixed an issue where agents did not hear a ringing tone during outbound consult calls across Teams and WebRTC.
2. Fixed an issue where ASR cut off spoken number sequences before completion in Speechmatics.
3. Fixed an issue where conversation transcripts were generated in the wrong language after the conversation ended.

This release adds new configuration and reporting capabilities and resolves key issues across campaigns, agent experience, and data feeds.

Change log​

New functionality​

1. Added the ability to view task details, recording playback, and script evaluation directly in the Conversation Viewer, including opening the viewer from the conversation list.
2. Added the ability for supervisors to adjust the agent’s original voice volume during live translation via a volume slider. Agent Workspace call translation supports Chat-only mode and partial customer transcription, subject to tenant and feature availability.
3. Added advanced ElevenLabs TTS configuration options in AI Administration, enabling admins to fine-tune voice stability, similarity, style, speaker boost, and auto language detection with near-real-time application.
4. Added a chat-only mode for Graia CCaaS agent translation, allowing supervisors to disable translated audio and agent microphone so agents communicate via text/TTS only.
5. Added the ability to export filtered conversation data to CSV from the portal, including key metadata, CSAT scores, and conversation links across all result pages.
6. Added an isRecorded flag to voice conversations in the OData feed, enabling clear reporting on whether calls were recorded regardless of recording source.

Improvements and adjustments​

1. Fixed an issue where campaign duplicate detection set to the tenant level did not automatically cancel duplicate callbacks, causing them to reach agents despite customer-connect deletion being enabled.
2. Fixed an issue where workflow campaigns could exceed the configured maximum number of parallel calls, causing multiple numbers to be dialed simultaneously despite the set limit.
3. Fixed an issue where agents could not accept incoming calls after changing the Agent UI language, causing the answer button to stop functioning.
4. Fixed an issue where waiting and connected call metrics were not updating correctly in the raw data feed, causing discrepancies with the real-time values shown in the Wallboard portal.
5. Fixed an issue where some voice conversations ended with an unclear reason and a missing channel identifier.
6. Fixed an issue where the AI Enhancement 'Expand' feature could change the agent’s original intent instead of preserving the meaning of the drafted text.