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9 posts tagged with "Translation"

Live call translation and email translation – languages, engines, dictionaries, supervisor controls

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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 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 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.