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20 posts tagged with "Campaigns"

Predictive, preview and workflow campaigns, campaign records and Do Not Call lists

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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.

February 7, 2026

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.

January 31, 2026

This release includes new feature enhancements, extended language capabilities for voice bots, and several resolved issues to improve system performance and user experience.

Change log​

New functionality​

  1. Added channel-level KPIs to the wallboard feed for outbound performance metrics.
  2. Added a “Wait for customer reply” node to chat workflows, enabling timed follow-ups and automated handling of replies or timeouts.
  3. Added configurable postpone duration per campaign, allowing supervisors to set custom processing delays between 1 and 72 hours.
  4. Added the ability to create Serbian language profiles for voice bots with ElevenLabs text-to-speech.

Improvements and adjustments​

  1. Fixed an issue with ElevenLabs TTS affecting Hungarian date pronunciation and audio quality.
  2. Fixed an issue where the Realtime Reports Agents view showed an endless loading animation when no agents were logged in instead of a no-data message.
  3. Fixed an issue where agent avatars in the AUI displayed incorrectly instead of showing the user’s initials when no profile picture was uploaded.
  4. Fixed an issue where auto-cancelled callback tasks were incorrectly marked as abandoned and lowered SLA performance.
  5. Fixed an issue where email templates in Send Reply and Forward workflow nodes were not displayed in alphabetical order.

January 24, 2026

This release introduces new workflow controls, improved portal usability, and multiple stability fixes across voice, email, and campaign features.

Change log​

New functionality​

  1. Added a maximum conversation duration setting per voice workflow, with an automatic audio message played before the limit is reached.
  2. Added Soniox as a speech-to-text (STT) provider for live translation.
  3. Added always-visible search and expand/collapse controls in the portal.
  4. Added assigned workflow visibility on the channel section, with search by workflow name.

Improvements and adjustments​

  1. Fixed an issue where transcripts were intermittently generated in English instead of the configured default language.
  2. Fixed an issue where the conversation summary sometimes failed to generate after the conversation ended.
  3. Fixed an issue where a campaign call could be initiated while an outbound call was already in progress.
  4. Fixed an issue where the conversation summary button was displayed for translated calls.
  5. Fixed an issue where forwarded emails on IMAP channels were sent without attachments.
  6. Fixed an issue where agent replies were not visible after an email conversation was transferred to another channel.
  7. Fixed an issue where voice conversational bot flows could get stuck at the welcome message.
  8. Fixed an issue where campaign calls displayed incorrect call status information.
  9. Fixed an issue where workflow variable names containing hyphens could not be used in custom outbound SIP headers.

January 17, 2026

This release introduces new translation and voice features and includes multiple fixes to improve reliability and overall user experience.

Change log​

New functionality​

  1. Inbound customer emails are automatically translated into the agent’s assigned language in the Agent UI, with clear indicators of the source and target languages, while replies are sent in the customer’s original language.
  2. ElevenLabs is now available as a text-to-speech provider for Workflow TTS, enabling consistent voice output across workflows.
  3. Voice Bot text-to-speech performance and audio quality have been improved, including under high-load conditions.

Improvements and adjustments​

  1. Fixed an issue where the documentation did not clarify that email categorisation is based only on the customer’s email and its history.
  2. Fixed an issue where predictive dialling call end scenarios were not documented, by adding clear explanations for all possible outcomes.
  3. Fixed an issue where the documentation did not explain that Conversation Summary availability depends on Agent Assist being enabled for the workspace.
  4. Fixed an issue where webcalls were not initiating when agents clicked the “Call customer” button.
  5. Fixed an issue where forwarded emails could get stuck in a workflow when no template was selected in the Forward node.
  6. Fixed an issue where attachments in inbound emails (IMAP and Exchange) did not open correctly in the Agent UI.
  7. Fixed an issue where duplicate chat and email templates could be created when the Save button was clicked multiple times.
  8. Fixed an issue where the conversational bot did not respond to the first customer greeting in outbound scenarios.
  9. Fixed an issue where AI conversation summaries excluded the initial part of the AI bot interaction.
  10. Fixed an issue where a Custom Question node could not be saved when using a TTS announcement message.
  11. Fixed an issue where the voice conversational bot failed when instructed to forget all its instructions.
  12. Fixed an issue where postponed workflow campaign records were not triggered after the default one-hour delay.
  13. Fixed an issue where rejected or unanswered calls in workflow campaigns were incorrectly marked as “Postponed” instead of “Unsuccessful.”
  14. Fixed an issue where workflow campaign records were marked as completed without any call being triggered.
  15. Fixed an issue where TTS announcements were not played after a voice conversational bot step in workflows.
  16. Fixed an issue where chat workflows could skip ahead to subsequent nodes before a Custom Bot node had finished running.
  17. Fixed an issue where email attachments did not open in the Agent UI.