Skip to main content

18 posts tagged with "Resilience"

Stability, redundancy and performance improvements (not ordinary bug fixes)

View All Tags

September 5, 2026

This release lets agents send an email straight from a voice call or chat, lets administrators unpack workflow containers, and lets integrators bring their own transfer directory.

Change log​

New functionality​

  1. Added the option for integrators to bring their own directory, with support for consult and blind transfer. See the developer documentation for more details.
  2. Added the option to unpack a container in the workflow editor. Previously, administrators were able to pack multiple nodes into a container for a cleaner workflow appearance. Now, if they change their mind or would like to revert the container, administrators have the option to unpack a container.
  3. Omnichannel outbound email is now available. If an agent is in a voice call or chat conversation, they can now initiate an outbound email without having to go through the lookup process, by simply clicking the Send Email button in the customer data. This will open a new email dialog in the same task, asking the agent to perform the necessary operations to initiate that email, such as selecting an agent workspace or an outbound channel if no defaults are set.

Improvements and adjustments​

  1. When using workflow containers, if there is an error inside the container, this will now be displayed on the container itself.
  2. Fixed an issue where forwarding did not work for some particular email channels.
  3. Additional redundancy for voice services.

August 29, 2026

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

  1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
  2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.
Related documentation

Improvements and adjustments​

  1. Performance improvements for chat workflows.
  2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
  3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
  4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

August 8, 2026

This release introduces new agent management tools and stability improvements.

Change log​

New functionality​

  1. Disable outbound capabilities per agent: You can now disable the ad hoc outbound capabilities for a specific agent. This means the agent will no longer have the lookup option, cannot re-open email threads from their Task History, and the Website visitors tab is hidden, blocking outbound chats. Typical outbound calls via campaign tasks are not affected by this feature.
Related documentation

Improvements and adjustments​

  1. Additional redundancy for voice services.
  2. Further resilience improvements for reporting.

August 1, 2026

This release brings stability improvements, new public APIs and more!

Change log​

New functionality​

  1. We've added a public API to programmatically update campaign records. Learn more about it in the developer documentation.

Improvements and adjustments​

  1. Fixed an issue where the customer public API import job could time out under specific circumstances.
  2. Fixed an issue causing agents to see an erroneous disconnected message.
  3. Further resilience improvements for voice services.
  4. The speech-to-text transcript is displayed for custom voice conversational bots as well.
  5. Fixed an issue where customer record custom fields and email addresses were not merged when using the customer merge feature.
  6. Fixed an issue where in rare occasions, rescheduled records were not dialed at the right time for predictive campaigns.
  7. Fixed an issue where scripting would not allow dates beyond a specific date in the agent application.
  8. Fixed an issue where tooltips were displayed twice in the directory.
  9. We've made several improvements related to interruptions for Soniox STT, and updated to the latest API.

July 18, 2026

This release brings a new scheduled calls view for agents using campaigns.

Change log​

New functionality​

  1. Introduced Scheduled calls view for agents using campaigns. This view is located in the Agent performance dashboard as a dedicated tab, visible only if at least 1 campaign exists in your tenant. Agents can use this view to see a calendar of their upcoming scheduled calls.
Related documentation

Improvements and adjustments​

  1. Upgraded the technology stack for the Agent application, improving security and performance.
  2. Improved voice connection for agents. Agents no longer need to refresh the page to restore voice after a service interruption.
  3. Fixed an issue where suspending a record was ignored for predictive campaigns.