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January 29, 2026

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Option to stop call recording on live transfer or remove recordings entirely

Phone settings now include an option to automatically stop call recordings when a call is transferred to a live agent. This helps teams avoid recording the portion of a call that happens after handoff. You can also now turn recordings off entirely for calls.

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Add extensions to live transfers

You can now include an extension when configuring a live transfer number by adding a comma and the extension digits. For example, 12065551234,3 will transfer directly to extension 3.We’ve moved Important Links from the Agent Preferences page to the Chatbot Settings page. These URLs configured in Chatbot Settings cannot be referenced in conversation. If you want your assistant to consistently use key URLs in conversation, add them to a Knowledge Set by creating a knowledge item (for example: Membership signup link: https://…).

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Knowledge set cloning is more intuitive

When cloning a knowledge set, you can now rename it before saving and you’ll land directly on the edit page after creation.

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Manage Assistants page refresh

The Manage Assistants page has been updated to match our newer portal designs for a cleaner, more consistent experience.