This release delivers new productivity enhancements across the Agent UI and portal, improving workflow efficiency, reporting control, and conversational accuracy. It also includes several important fixes for email handling and overall stability.

Change log​

• NEW Added an option in the Agent UI to open email threads from task history for inbound conversations.
• NEW Added dictionary support in the portal for translations using Amazon.
• NEW Added a history mode in the portal under email workflow settings, allowing the conversational bot to read the full email thread for complete context instead of just the last customer email.
• NEW Added an option in the Agent UI task manager to generate a summary of past calls and automatically add it to the task notes, helping agents recall details and save time.
• NEW Added an Enforce KB search option in the portal’s conversational bot settings to ensure the bot performs a knowledge base search for each customer message before generating a response.
• NEW Added filtering in the portal’s historical reports to display only data from the business units associated with the logged-in supervisors and agents.
• NEW Added filtering in the portal’s realtime bot reports to display only entries from workflows belonging to the same business units as the logged-in supervisor.
• NEW Added logic in the customer widget to disable text input when landing on a menu selection node, requiring customers to choose an option instead of typing.
• NEW Added a toggle in the portal’s agent workspace settings to disable task notes editing for specific queues or lookups. If enabled, agents may still use conversation summary.
• NEW Added support in the Agent UI task wrap-up for task notes and conversation summaries up to 750 characters.
• NEW Added support in the portal to honor agent assist assignments per agent workspace, enabling conversation summaries for voice task notes only when an agent assist configuration is assigned.
• RESOLVED Fixed an issue in the Agent UI where the “Hold” and “Directory” call control buttons were not correctly translated into Dutch.
• RESOLVED Fixed an issue where the CRM fragment was missing translations for Croatian, Serbian, and Turkish languages.
• RESOLVED Fixed an issue in the Agent UI where the “Switch account” button did not respond when an app conflict occurred between mobile and desktop sessions.
• RESOLVED Fixed an issue in the portal’s conversation history where bot QM events were displayed in the wrong order, showing the knowledge base search before the AI model prompt.
• RESOLVED Fixed an issue in the portal where double-clicking the “Save” button while creating an email template caused duplicate templates to be created.
• RESOLVED Fixed an issue where forwarded emails in the workflow did not include the original email’s header details, such as sender, recipient, date, and subject.
• RESOLVED Fixed an issue where importing dictionary entries from a CSV file incorrectly included the header row as an entry.
• RESOLVED Fixed an issue where the text input field in the Agent UI lost focus after each draft autosave while composing an email.
• RESOLVED Fixed an issue where replies sent from an IMAP email channel were not delivered to customers, even though the Agent UI showed them as successfully sent.
• RESOLVED Fixed an issue where outbound emails sent to customers appeared blank in both the Agent UI and the customer’s inbox.
• RESOLVED Fixed an issue where some emails sent to the email channel were not being processed by Buzzeasy, even though they appeared in the Outlook inbox.

This release delivers several new features designed to enhance email communication, webchat usability, and reporting visibility, along with important bug fixes improving stability, functionality, and user experience across the platform.

Change log​

• NEW Implemented support for attachments in email templates to allow customers and agents to include files when using or sending templated emails.
• NEW Introduced the option to re-open email threads directly from the lookup activity history, allowing agents to continue communication within the same thread.
• NEW Enabled display of conversations and tasks even if the channel or workflow is not available yet, showing them with an 'Unknown name' label instead of hiding them.
• NEW Added an option to disable the webchat widget’s input field for pre-conversation messages, allowing customers to respond only using the provided suggested answers.
• RESOLVED Fixed an issue where sorting by Current LWT in descending order placed queues with zero LWT at the top instead of at the bottom.
• RESOLVED Fixed an issue where the 'Call customer' feature from webchat did not initiate a call when pressed during an active chat.
• RESOLVED Fixed an issue where Integration API calls made by the conversational bot were not appearing in the conversation history, even though the requests were successfully sent.
• RESOLVED Fixed an issue where the Queue node displayed a warning for a missing callback output even when the 'no queue treatment' option was selected.
• RESOLVED Fixed an issue where admins could not select a language profile for chat live translation when the Call translation feature was not properly configured.
• RESOLVED Fixed an issue where attachments uploaded by agents were displayed with generic names like 'ATT0001' and could not be opened due to having an incorrect file type.

This release focuses on improving workflow reliability and enhancing automation capabilities across email and conversational bot interactions.

Change log​

• NEW A new Forward Email node has been added to the email workflow editor, allowing administrators to automatically forward emails to any specified email address.
• RESOLVED An issue was fixed where some calls intended to connect to the Voicebot were incorrectly sent to the failed output instead of starting the bot conversation.
• RESOLVED An issue was fixed where the Conversational Bot node incorrectly routed some API calls to the failed output, even when the API returned a valid 200 status code.

This release introduces several new capabilities to improve productivity, multilingual communication, and workflow management, along with important fixes that enhance reliability and user experience across voice, chat, and reporting features.

Change log​

• NEW Added the ability to share a direct link to a specific conversation from the Historical Reports section, allowing supervisors and administrators to easily provide access to conversation details, including transcripts and event flow to colleagues or support teams.
• NEW Added streaming support for voice bots using Azure TTS and ElevenLabs, enabling faster bot responses during customer calls. This improvement reduces initial silence by allowing the bot to start speaking while its full response is still being generated, ensuring a more natural and responsive conversation experience.
• NEW Added the ability to view live transcripts for translated voice calls in the activity history. Agents can now review past conversations with an option to display the transcript and switch between the customer’s and the agent’s language for better context and understanding.
• NEW Added the option for agents and supervisors to download translated chat or voice conversation transcripts in the selected language. Transcripts can now be downloaded in the customer’s language, the agent’s language, or both, matching the view currently selected in the transcript panel.
• NEW Added support for extracting and displaying PDF attachments from S/MIME (.p7m) emails.
• NEW Added a new Categorization Report visual to the Power BI templates for chats, emails, and calls.
• NEW Added a workflow timeout for voice calls, automatically ending calls that exceed three hours. This prevents unusually long or stalled sessions from affecting statistics, voice channel availability, and agent performance.
• RESOLVED Fixed an issue where callback campaign records with call attempts that reached the outbound dial duration limit were shown as Completed in the portal instead of Unsuccessful.
• RESOLVED Fixed an issue where special German characters (such as ä, ö, ü) were not properly displayed or preserved in request data sent from the Buzzeasy bot API, causing incorrect character sequences in API calls.
• RESOLVED Fixed an issue where downloaded email transcripts did not include the entire conversation when a workflow used a send-reply node after the queue, showing only the template email instead of the full message exchange.
• RESOLVED Fixed an issue where the widget menu was not fully visible when the interface language was set to Hebrew, as the chat layout flipped but the menu continued to open to the left instead of the right.
• RESOLVED Fixed an issue where searching task history by email address or phone number returned no results for chat tasks, even when matching records existed.

This release brings new calendar, search, and conversational AI features, improved call handling options, and several bug fixes enhancing reliability across the Agent UI and Portal.

Change log​

• NEW Added calendar view in the Administration Portal with support for creating, editing, and managing one-time and recurring events with timezone support.
• NEW Added option in the Agent UI Task History to search emails by subject or body text, with filtering support, search indicator, and results limited to the last 3 months.
• NEW Added option in the Agent Workspace to enable auto-answer for calls. This setting allows agents to override the global auto-answer configuration, ensuring only selected queues or business units use auto-answer.
• NEW Added support for the GPT-4.1-mini model in conversational bots. Tenants with LLM selection enabled can now choose and use GPT-4.1-mini in their bot configurations.
• RESOLVED Fixed an issue where transferring a task between channels did not move it to the target queue and the task remained in the original queue after transfer completion.
• RESOLVED Fixed an issue in the Agent Workspace where external web pages did not load correctly in Task Addons when opened in-app or in a new tab/window with URLs containing variables.
• RESOLVED Fixed an issue in the Agent UI where the Task History was not always loading correctly or displayed wrong information; previously handled tasks now appear reliably after a task is finished.
• RESOLVED Fixed an issue in the Portal where customer export was failing; exporting customers now works successfully.
• RESOLVED Fixed an issue in the Agent Workspace (Voice) where the Override global auto answer configuration toggle was only visible to Global Admins; the toggle is now visible to all users with access to Agent Workspace.