Release Notes 2.6

• Live update: 2025-10-21
• Platforms: All

New Features

AI

We’re launching our AI Agents! Meet the AI Receptionist, Personal AI Receptionist, and AI Support Agent.

AI Support Agent

The AI Support Agent handles both calls and chats — it can resolve common issues instantly or escalate them with a clear summary. That means customers don’t need to repeat themselves, and you save time while delivering smart, round-the-clock support.

Personal AI Receptionist

Your Personal AI Receptionist filters and prioritizes calls for you. Important contacts are put through, unwanted calls are blocked, and messages are captured when you’re unavailable. Everything follows your own rules and preferences so you can focus without missing anything important.

AI Telephonist

With the AI Receptionist, you’ll never miss a call again. It answers automatically, shares opening hours, forwards calls, or takes messages when no one’s available — a professional assistant working 24/7 to lighten your team’s workload.

Contact Center – Email Channel

The Contact Center just got even more powerful. You can now manage tickets directly in the platform — assign them to colleagues, monitor progress, merge tickets, or even move them between channels (for example, from Support to Finance).

Email is now fully supported as a channel, meaning incoming and outgoing emails are managed alongside chat and telephony. You can also create welcome and closed messages for incoming emails, ensuring customers always get clear feedback — no matter when they reach out.

Quick Navigator

You can now customize exactly what appears in the Quick Navigator — and jump straight to the right queue. You can also set different preferences for mobile and desktop so everything works just the way you want, wherever you work.

Personal Settings → Appearance → Visual Style → Quick Navigator

User Activity

We’ve made it easier to understand your colleagues’ status. Each user can now choose how detailed their presence info should be. In the simplified view, you’ll only see if someone is active or not (green or red).

In the advanced view, you’ll see more detail — green, yellow, and gray indicators showing different availability levels. You can also hide the “last seen” timestamp if you prefer. And yes, you can have separate settings for mobile and desktop.

Personal Settings → Appearance → Visual Style → User Activity

Call Log

You can now choose sorting order (ascending/descending) and search for calls using specific tags.

Personal Labels

If you have Conversation Intelligence enabled, you can now create and manage personal labels for your calls. This makes it easier to stay organized and quickly find the conversations you need.

Each user has their own tags that can be linked to calls. You can even set up automatic tags that apply based on your own rules.

Personal Settings → Labels

Callback

Callback has been improved with a new dedicated list for manual callbacks in the queue dashboard, alongside waiting and ongoing calls.

When someone requests a callback via the web widget, they can now add a short description of why they want to be contacted. You can also enable voicemail as the final step in the callback flow, allowing the caller to leave a message with more details. This option applies only to manual callbacks.

Today’s Schedule

Contact cards now display a colleague’s synced calendar events and working hours for the day — directly in the app. Events are matched with activity statuses, meaning you only see the upcoming activity, not the full event details. Visibility is fully controlled by each user under

Activity Status → Calendar Integration.

Insights

You can now exclude internal calls from the data sent to integrations. It’s also possible to exclude Conversation Intelligence summaries without affecting other logging.

To change this, go to

Organization Settings → Insights → Insights – Integrations → Edit Integration.

There, you can toggle internal call logging and summary inclusion on or off.

Text-to-Speech

We’ve rebuilt the entire voice engine from the ground up. You now have full control over how voices sound and behave — for both Text-to-Speech and AI Agents. Choose your default voice, adjust volume and speed, and use the same voice across languages.

The new voices are based on modern language models, but classic options remain available. All voices are multilingual and work seamlessly with both TTS and AI voice agents.

As an admin, you can control which voices are available, set a default voice for your organization, fine-tune volume and speed, and add a pronunciation dictionary (for example, company names). In the TTS editor, you can set the language per paragraph, adjust pauses, and define the default voice directly in the text.

Organization Settings → Telephony → Voices

Input Collector

Introducing the Input Collector — a new feature that helps you automatically collect valuable information from callers.

Perfect if you want customers to enter, for example, their customer number before being connected. It saves time, reduces manual work, and gives you structured data right inside the call flow.

Organization Settings → Telephony → Queues → Input Collector

The Input Collector also integrates smoothly with Insights webhooks, so the collected data can easily be sent to your systems for analysis or follow-up.

Analytics

Analytics has received a major upgrade 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 per user and queue, making it easier to see how they’re used.

The new user dialog shows total statistics, top contacts, and tag data — all in one place.

Missed calls are now split into redirected and bounced for greater accuracy.

Beta

N/A

Fixes & Improvements

AI

Your AI operators are now even more flexible. They can send SMS messages — either to you as a user or to selected recipients — for quick and easy communication. You can also add detailed instructions defining how the AI should behave, what scenarios to handle, and how to escalate cases.

Contacts

The telephony tab now has its own main view, and synchronization to local devices now only fetches visible contacts.

Telephony

Missing presence data in IVR logs has been fixed. Data cards and broadband connections now handle roaming restrictions correctly. You can also top up subscriptions with 0 GB packages, and barring settings are now visible to all users with telephony permissions.

Opening Hours

Active exceptions are now more clearly marked, and a new column for greeting messages has been added. You can edit opening hours and greetings in the same view, and add or remove exceptions directly from queues and IVRs. The mobile view and table navigation have also been improved.

Contact Center

New click logic: Ctrl + Click opens in dialog, and Shift + Click adds to workspace.

You can choose whether the Enter key sends a message or adds a new line, filter out deleted messages, and view the channel on transfers.

It’s now possible to reopen closed tickets, change status to “New,” display tickets on contact cards, and customize which columns appear in the table. All channel types — email, chat, and telephony — are now shown in the new “Channels” list.

Queues

Improved handling of priority and distribution between queues.

Integrations

Lime CRM integration is now more stable and links correctly to the right server/database.

Upsales now displays the correct outcome in CI activities.

Fortnox now supports OAuth2 for invoicing.