Release notes 2.6
- Live update: 2025-10-21
- Platforms: All
News
AI
We are now launching our AI agents! We have AI Telephonist, Personal AI Telephonist and AI Support Agent!
AI Support Agent
The AI support agent handles calls and chats and can resolve common questions instantly, or escalate them with a clear summary. This means customers don’t have to repeat themselves, while saving you time and providing smart support 24/7.
Personal AI operator
The personal AI operator filters and prioritizes calls for you. Important contacts are let through, annoying calls are blocked, and messages are picked up when you can't answer. Everything is done according to your rules and preferences, so you can focus undisturbed - without missing anything important.
AI operator
With the AI operator, you never have to worry about missing a call. It answers automatically, informs about opening hours, transfers, or takes messages when no one is available. A professional assistant that works 24/7 and relieves staff.
Contact Center - email channel
Contact Center has become even more powerful. You can now manage cases directly in the platform, assign them to colleagues, monitor and merge cases, or even move them between different channels – for example, from chat to email.
Additionally, email is now supported as a channel, meaning that incoming and outgoing emails are handled alongside chat and telephony channels. You can also create welcome and close messages for incoming emails, so customers always get clear feedback – no matter when they contact you.
Quick navigator
Now you can choose exactly what to display in the Quick Navigator – and also jump directly to the right answer group. You can also have different settings for your mobile and computer, so everything works the way you want, no matter where you work from. Personal Settings → Appearance → Visual Style → Quick Navigator
User activity
We've made it easier to understand your colleagues' status. Now each user can choose how detailed the information is. In the simplified mode, you only see whether your colleagues are active or not, i.e. green or red.
If you choose advanced mode instead, you get a more detailed view with the colors green, yellow and gray, which show different levels of accessibility. You can also choose to hide “last seen” in the app if you want. In addition, it is possible to have different settings for mobile and computer. You set all this under Personal Settings → Appearance → Visual Style → User Activity.
Call log
You can now choose the sort order (ascending/descending) and search for conversations with specific tags.
Personal labels
Do you have Conversation Intelligence enabled? You can now create and manage personal labels for your conversations. This makes it easier to stay organized and find the right conversations faster.
Each user has their own tags that can be attached to calls. You can also create automatic tags, which automatically tag calls based on your settings.
Everything is set during Personal settings → Labels, where you can create, edit, and activate your tags.
Callback
Callback has received several improvements. There is now a dedicated list for manual callbacks in the response team dashboard, along with the lists for waiting and ongoing calls.
When someone requests a callback via the web widget, they can now also add a short description of why they want to be contacted. Additionally, you can enable voicemail as the last step in the callback flow, allowing the caller to leave a message with more information. This feature only applies to manual callbacks.
Today's schedule
The contact card now shows a colleague's synced calendar events and work hours in today's schedule directly in the app. Calendar events are matched to the activity statuses you've selected, meaning you only see the upcoming activity on the contact card, not the calendar event itself. Visibility is controlled entirely through each user's personal settings under Activity Status → Calendar Integration, so you choose what others can see.
Insights
You can now choose to exclude internal calls from the data sent to integrations. In addition, you can exclude summaries from Conversation Intelligence without affecting other logging.
To change this, click on the integration you want to edit. Then go to Organization Settings → Insights → Insights – Integrations → Edit IntegrationThere you can turn logging of internal calls on or off and choose whether summaries from Conversation Intelligence should be logged.
Text-to-Speech
We've rebuilt the entire voice engine from the ground up. Now you have full control over how voices sound and are used – for both Text-to-Speech and AI agents. You can choose a default voice, adjust volume and speed, and use the same voice regardless of language.
The new voices are based on modern language models, but the old ones are still there for those who like the classics. All voices are multilingual and work seamlessly for both TTS and AI voice agents.
As an administrator, you can control which voices are available, set the default voice for the organization, fine-tune volume and speed, and add a pronunciation dictionary for things like company names. In The TTS editor It is also possible to select language per paragraph, adjust pauses and specify a default voice directly in the text.
The settings can now be found under Organization Settings → Telephony System → Voices.
Input collector
Now we introduce Input collector, a new feature that helps you collect valuable information from callers – completely automatically.
Perfect if you want the customer to enter their customer number before the call is transferred, for example. This saves you time, reduces manual handling and provides more structured data directly in the call flow.
You can find the setting in Organization Settings → Telephony System → Response Groups, under the menu Input collector.
In addition, it integrates Input Collector smoothly with Insights webhooks, so that the collected information can be easily forwarded to your systems for analysis or follow-up.
Analytics
Analytics has been significantly upgraded with more filters and clearer insights. You can now filter statistics by call type (external or internal) and role (personal or agent). Tags are displayed by user and response group, making it easier to see how they are being used.
The new user dialog shows total statistics, most common conversation partners, and tag data – all in one place.
Additionally, missed calls are now divided into redirected and bounced for even better precision.
Beta
N/A
Fixes & Changes
AI
Your AI operators have become even more flexible. They can now send text message – either to you as a user or to selected recipients – for fast and smooth communication. You can also add detailed instructions which describes how the AI should behave, which scenarios should be handled and how cases should be escalated.
Contacts
The telephony tab has its own main view, and synchronization to local devices now only retrieves visible contacts.
Telephony
Missing referral data in IVR logs has been fixed, and data cards and broadband now handle roaming restrictions correctly. You can also top up subscriptions with 0GB packages, and barring settings are visible to anyone with telephony rights.
Opening hours
Active exceptions are more clearly highlighted and a new column for greetings has been added. You can now edit business hours and greetings in the same view, as well as add or remove exceptions directly from response groups and IVR. The mobile view and table navigation have also been improved.
Contact Center
New click logic allows Ctrl+Click opens in dialogue and Shift+Click adds to workspace. You can choose whether the Enter key should send or create a new line, filter out deleted messages, and see the channel during transfers. You can now reopen closed cases, change the status to “New,” show tickets on the contact card, and adjust which columns are displayed in the table. In addition, all channel types – email, chat, and telephony – are displayed in the new “Channels” list.
Response groups
Improved management of priority and distribution between response groups.
Integrations
Lime CRM has more stable integration and better linking to the correct server/database.
Upsales now shows correct outcome in CI activities.
Fortnox now supports OAuth2 for billing.