This release delivers several enhancements to email and search functionality, expands attachment support, and includes important fixes across conversational bots, voice workflows, and the user interface.

Below is the full list of improvements and resolved issues included in this update.

Change log​

• NEW Added support for accurate full-name matching to improve customer search results across the portal and Agent UI.
• NEW Introduced full conversation-history support in email bot responses to provide users with complete context.
• NEW Send Reply nodes now automatically include conversation history to provide full context in outgoing emails.
• NEW Email templates now support JSON attachments, including delivery via Send Reply and conversational bot replies.
• RESOLVED Fixed an issue where expanding Customer Data caused the External Webpage tab to lose the “Open in a new tab” option.
• RESOLVED Fixed an issue where the voice bot generated text replies but failed to produce TTS audio during calls.
• RESOLVED Fixed an issue where some bot exit point decisions were present in the data but not displayed in the Portal Conversation History.
• RESOLVED Fixed an issue where the default recording transcript dropdown was not fully visible when scrolling to the bottom of the configuration menu.
• RESOLVED Fixed an issue where TTS messages were still interrupted even when “Disable audio interruption” was enabled.
• RESOLVED Fixed an issue where updating a translation dictionary triggered a validation error and prevented new word pairs from being saved.

This release provides feature updates and stability improvements across reporting, workflows, and the agent interface.

Change log​

• NEW Added a tooltip displaying interruption details in historical report transcripts.
• NEW Added a search function for the Customer column in conversation history using phone numbers or emails.
• NEW Added a toggle that lets agents switch customer TTS on or off during live translated calls.
• NEW Added a display of the business unit on the agent’s at-a-glance card in real-time reports.
• NEW Added a way for the conversational bot to receive TTS announcements and system messages as part of its context.
• NEW Added a refinement to voice bot message splitting to make interruption detection more precise.
• RESOLVED Fixed an issue where agents did not appear if a supervisor belonged to over 13 teams.
• RESOLVED Fixed an issue where campaign queue names did not load and were shown as “Loading…” in the Queues view.
• RESOLVED Fixed an issue where inbound emails with long customer email addresses caused exceptions and never reached the workflow.
• RESOLVED Fixed an issue where the email subject could not be edited when replying or forwarding from the agent interface.
• RESOLVED Fixed an issue where the Agent UI stayed in infinite loading when chat translation was missing.
• RESOLVED Fixed an issue where replying to or forwarding an email from task history did not send the message to the recipient.
• RESOLVED Fixed an issue where voice workflows failed to send emails to recipients.

This release introduces several new capabilities across AI, reporting and language management, along with a set of important fixes that improve usability, stability and overall workflow reliability.

Change log​

• NEW Added an option in AI Administration - Agent Assist to switch suggested response generation between Automatic and Manual, allowing admins to control when responses are generated and avoid unwanted costs.
• NEW Added bot insight indicators showing successful requests in green and failed ones in red for quick troubleshooting.
• NEW Added filtering of realtime queue reports to show only queues belonging to the supervisor’s own business unit(s).
• NEW Added filtering of realtime team reports so supervisors only see agent and task data belonging to their own business unit(s).
• NEW Added Czech, Slovak and Polish as selectable interface languages in the Agent UI.
• NEW Added the ability to create live transcription language profiles for agents, visible only when Agent Assist is enabled and requiring an STT engine (Azure).
• NEW Added email translation support for agent and customer language profiles, enabled via a global feature toggle and supporting multiple translation providers.
• RESOLVED Fixed an issue where newly created email and chat templates did not display their content in the preview panel until the page was refreshed.
• RESOLVED Fixed an issue where AI bot node instruction tooltips were barely visible in light mode.
• RESOLVED Fixed an issue where updating the Customer Language node cleared TTS text in subsequent nodes and caused inbound call flow failures.
• RESOLVED Fixed an issue where non-admin portal users could not see any bot reports in Realtime Reports.
• RESOLVED Fixed an issue where email workflows stopped executing after a Forward node, causing all subsequent actions to be skipped.
• RESOLVED Fixed an issue where queues not added to the Performance Dashboard Queue list were shown as Loading… in the realtime queue report instead of displaying their name and data.
• RESOLVED Fixed an issue where selecting an agent layout on the Chat tab during workspace creation incorrectly prefilled the same layout for Email and Voice tabs.

This release brings new viewing options and several fixes to improve clarity and usability across the platform.

Change log​

• NEW Added support for viewing chat transcripts in customer language, agent language, or a combined “both” view.
• NEW Added customer identifiers in Conversations history when names are missing, including truncated values with tooltip and links to the Customer record.
• RESOLVED Fixed an issue where the Dutch reschedule message did not display the full translated text, including the second sentence and timestamp.
• RESOLVED Fixed an issue where the “Voice” and “Messaging” labels in the Agent UI My Performance pane were not translated into German.
• RESOLVED Fixed improper or inconsistent German translations in the Agent UI to ensure correct terminology and proper text fit.
• RESOLVED Fixed an issue where changes to the Voice channel categorization rule were not saved and reverted after leaving the page.
• RESOLVED Fixed an issue where customers remained stuck in a webcall after closing the chat conversation.
• RESOLVED Fixed an issue where the primary email address did not appear in the outbound email dropdown.

This release includes several important fixes and stability improvements across reporting, workflows, video chat, and conversational bot functionalities.

Change log​

• RESOLVED Fixed an issue where long completion codes were cut off in the Historical Reports - Tasks section.
• RESOLVED Fixed an issue where the Clone button for voice workflows was disabled even when all mandatory fields were correctly filled in.
• RESOLVED Fixed an issue where successfully handled callbacks were incorrectly shown as Abandoned in reports instead of Accepted or Completed.
• RESOLVED Fixed an issue where screen sharing during video chats could appear black or frozen in fullscreen mode for customers.
• RESOLVED Fixed an issue where the conversational bot did not wait for a user response after a Send Message node and replied immediately.