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18 posts tagged with "Integrations & IT"

Public APIs, service hooks, SIP and other integration changes

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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.

February 21, 2026

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.

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.