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14 posts tagged with "Workflows"

The workflow editor, its nodes and containers

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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.

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.