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30 posts tagged with "Agent"

Changes agents see or use in the agent workspace or the Mobile Agent app

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April 11, 2026

This release adds a small improvement and fixes issues with summaries, call recordings, integrations, and system reliability.

Change log​

New functionality​

  1. Added read-only access to email conversation history during wrap-up.

Improvements and adjustments​

  1. Fixed an issue where conversation summaries occasionally failed to generate after the conversation ended.
  2. Fixed an issue where call recordings could fail to load in the portal.
  3. Fixed an issue where click-to-dial interactions in ServiceNow were not automatically linked to the corresponding customer record.
  4. Fixed an issue that could affect voice service redundancy.

March 21, 2026

This release introduces new features and improvements across messaging, reporting, voice campaigns, and performance, along with several bug fixes to enhance stability and reliability.

Change log​

New functionality​

  1. Added a new Instagram channel integration (Instagram API with Instagram Login) enabling end-to-end messaging, media sharing, and customer interactions via Instagram.
  2. Added the ability to reschedule campaign tasks to a specific agent within the business unit, with agent availability and skills visibility and optional enablement via campaign settings.
  3. Added a setting for supervisors to disable translated customer audio for agents, allowing reliance on transcripts instead of audio translation.
  4. Added visibility of the last message received via the webchat widget, including timestamp and indication when no recent messages are available.
  5. Added the ability to select and switch between webchat widget versions in the portal.
  6. Added the ability to export filtered task history results to CSV, including all report fields and collected data in separate columns for further analysis.
  7. Added support for increasing the maximum number of parallel calls in voice campaigns from 20 to 100.
  8. Added support for configuring business unit–specific break codes, visible only to agents assigned to and enabled for that business unit.
  9. Added a breakdown of agent break time by business unit in the Agent states report.
  10. Added the ability to customize AI-generated task wrap-up notes, including length, tone, style, and content via configurable prompts.
  11. Added audit logs for agent assist configuration changes, including creation, updates, deletions, and feature modifications.

Improvements and adjustments​

  1. Fixed an issue where bot email replies incorrectly included “HTML body:” text in the message content.
  2. Fixed an issue where applying filters in Realtime Reports caused bots to appear and disappear and the filter section to flicker.
  3. Fixed an issue where customer exports could contain duplicated records in the CSV output.
  4. Fixed an issue where the conversational bot exited unexpectedly when a short silence timeout was set in voice workflows.
  5. Fixed an issue where voice bot workflows did not continue after a bot response and required additional customer input to proceed.
  6. Fixed an issue where agent messages were not visible to customers on Viber.
  7. Fixed an issue where V3 raw data returned agent data as a dictionary instead of an array.

March 14, 2026

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.

March 7, 2026

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.

February 28, 2026

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.