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Live transfer availability scheduling

You can now control when live transfers are offered based on your business hours. This prevents transfers from being presented to callers when no one is available to answer.Availability Schedules is a new tab on the Live Transfer Management page where you can:
  • Create named schedules with day-by-day business hours (e.g., Mon-Fri 9am-6pm)
  • Assign a schedule to one or more assistants, or set one as the org-wide default
  • Configure an after-hours message the assistant reads when transfers are unavailable
Each live transfer now has an Availability setting with three modes:
  • Always on — offered every time the trigger is detected, regardless of schedule (default)
  • During schedule — only offered while the assistant’s assigned schedule is open
  • Outside schedule — only offered while the schedule is closed, useful for after-hours support or emergency lines
The Transfers tab also shows a schedule strip below the assistant selector so you can see and manage the assigned schedule without leaving the page. A Pause transfers button lets you temporarily disable all transfers for an assistant — for example, during a holiday or unexpected closure.Learn more about Availability Schedules.
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Knowledge scheduling

You can now set a start and end date on individual knowledge items to control exactly when they are active.
  • Schedule a single item — Select a knowledge item, then click the clock icon under Actions. Choose a start time, an end time, or both. Both fields are optional:
    • Start only — the item stays off until the start time, then remains active indefinitely.
    • End only — the item is active now and turns off at the end time.
    • Both — the item activates at the start time and deactivates at the end time.
  • Bulk scheduling — Select multiple knowledge items and use the bulk clock action to apply a shared schedule to all of them at once. Any schedule you set in bulk will overwrite each selected item’s existing schedule.
Each knowledge item can have at most one start and end date at a time.Learn more about knowledge scheduling.

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Improved campaign contact uploads

When uploading contacts to a campaign via CSV or Import via Email, you can now choose exactly how those contacts are handled with five import actions:
  • Add New — Only add contacts not already in the campaign; skip existing ones.
  • Add & Update — Add new contacts and update existing ones.
  • Update — Update existing contacts only; ignore contacts not already in the campaign.
  • Reconcile — Sync the full list each import: adds new contacts, updates existing ones, and removes contacts not present in the file.
  • Remove — Remove contacts found in the file from the campaign.
You can also save your import configuration — including column mapping and import action — so future uploads to the same campaign automatically use the same settings. This is especially useful for recurring imports where you do not want to remap columns every time.
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Intelligent hang-up

Calls now end cleanly, every time. When the assistant detects extended silence or audio it can’t transcribe, it wraps up the call automatically — no more runaway conversations. It also handles callers who say goodbye but forget to hang up, bringing those interactions to a graceful close. The result is a more natural, human-like experience where calls don’t linger past their welcome.

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Campaign improvements

  • The Rules prompt now supports rich formatting (titles, bullet points, spacing) to help the AI follow rules more accurately.
  • External IDs are now easier to find within the Campaign UI, along with general UI improvements.
  • Updated how response metrics are calculated on the campaign page — more accurately captures who has replied to an AI outreach.

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Copy all knowledge

A new Copy knowledge button on the Knowledge page lets you copy all knowledge items from all sets active for a selected assistant to your clipboard in one action. Select the assistant, choose whether to include active items only, inactive items only, or all items, then click Copy to clipboard. Use it to review knowledge across sets, spot conflicting or duplicate items, and decide what to keep, update, or remove without having to open each set individually.Learn more about copying knowledge.
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Export data from Reports

From Reports, use the top-right dropdown under AI Assistant Reporting and choose Export data to open the export view. Set date range, direction (inbound vs outbound), assistants, and channels, then download one of:
  • Conversation history — raw conversation data with timestamps and metadata, including live transfer destinations and URLs sent at the end of a phone call when applicable.
  • Contact data — contact information and lead details for the filtered set.
  • Usage analytics — engagement metrics, response times, and usage statistics.
Learn more about Reports and exports.

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Voice live transfers (Transfer Trigger Mode)

Turn on Transfer Trigger Mode on Live Transfers so callers can reach your existing transfer scenarios by saying something similar to the trigger phrase—no keypad required. Keypad entry still works when they prefer it, which helps callers who are driving or cannot press buttons easily.With voice enabled org-wide, each transfer also gets a spoken name so the assistant can refer to the destination naturally in conversation (for example, “I’m going to transfer you to the front desk”).Learn more about Transfer Trigger Mode.

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Dashboard charts for phone calls

The Dashboard now includes two charts that break down phone-call outcomes by assistant:
  • Links sent at the end of a call — see which links your assistants sent when wrapping up phone conversations.
  • Live transfer destinations — see where callers were transferred, broken out per assistant.
Use the date range and assistant filters to compare locations or brands.
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Custom user permissions

Customer administrators can now set different permission levels for each user on the account instead of giving everyone full Admin access.
  • Admin — unchanged full access to all features and settings.
  • Limited Access — choose what each person can see and change. For every area (capability), set None, Read, or Edit—for example read-only access to the Inbox and Reporting without access to assistant configuration or billing.
Your account must always keep at least one Admin. Invite and edit users from Manage Team; capability names in the edit dialog match the areas they unlock in the portal. Learn more about permissions and access.

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Outbound calling API

The new Outbound Phone Calling API lets you place a single outbound call right away with one request. Pass your assistant agentId, the callee’s phone number, and either introMessage and voicemailMessage together or callInstructions on their own.Use the same API key and x-api-key authentication as the Campaign Service API. This replaces the legacy outbound API—migrate by July 1, 2026. See the API overview for keys and base URL.
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Analysis Fields

Analysis Fields give you custom slots the AI fills in after a conversation ends—on top of (or instead of) the usual qualification, summary, and next-steps output. You define what each field means and how it should be answered, and the model returns structured values you can act on.That opens up a lot of practical uses:
  • Tailored post-call data — ask for a short recap, a numeric score or rating, sentiment, readiness to buy, or anything else your team tracks in a spreadsheet or CRM.
  • Your own topic lists — supply the categories or themes you care about (for example product lines, objections, or reasons for the call) and have the AI parse the conversation against them.
  • Shape output for downstream tools — control how responses are formatted so they line up with how another system expects data (columns, enums, bullets, plain text vs. tighter labels—you set the guidance).
  • Send it to your CRM via Zapier — connect the analysis payload through Zapier (or similar automation) so those fields land on leads, tickets, or custom objects without copy-paste.
If you already use Analysis Settings, start there to add fields and prompts; the portal guides each field separately so you can build as few or as many as you need.

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Multi-Assistant Campaigns

Run one campaign across every assistant that should participate, instead of cloning and rebuilding it separately on each assistant.
  • Single plan — shared scheduling, channels, core messaging, and eligibility for all participating assistants.
  • Per-assistant differences — pricing, URLs, wording, extra knowledge, or rules where locations or brands diverge, without parallel duplicate campaigns.
  • Staged Go Live — start with one assistant, confirm messaging and channels, then widen when ready.
Turn this on via Multi-Assistant Campaign in Campaign Basics, or share an existing draft from Share campaign on the campaign list. Choosing Multi-Assistant (or sharing assistants in) is permanent after you save—the campaign cannot revert to single-assistant-only. Learn more.

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Inbox improvements

  • Filters — filter the Inbox by channel and by date range.
  • Search in timeline — when you search on a keyword, you can jump through matches in the conversation timeline instead of scrolling manually.
  • Small screens — improved layout when you use a phone or a narrow viewport.
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Campaign improvements

  • CSV uploads now support separate name columns — when uploading contacts via CSV, you can now map separate first name and last name columns.
  • New API actions — the Campaign Contact API now supports updateOnly and upsert actions. Use updateOnly when you have a process that updates contacts but might include contacts that aren’t in the campaign and you don’t want them added. If no action is specified, the API defaults to upsert.
  • Change contact status in the UI — you can now change a campaign contact’s status to Complete or Disqualified directly from the contact list.
  • Simulate from the edit view — the Simulate button is now available at the bottom of the edit campaign view for quicker testing.

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Chatbot improvements

  • Links shared by your assistant in the chatbot now display as friendly clickable text instead of raw URLs.
  • Fixed an issue where long URLs would extend beyond the chatbot window.

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Reporting page refresh

The Reporting page has been updated to match our newer portal designs for a cleaner, more consistent experience.
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New phone system

We’re rolling out a major upgrade to our phone system. It brings better voice quality, new transfer capabilities, and a stronger foundation for future phone features. See our Product Notice for full details on what to expect during the transition.

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Improved voice quality

Calls now sound more natural with smoother tone across sentences, better pauses, and more consistent intonation.

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Warm transfers

Your assistant can now brief the person receiving a transferred call before or after the connection. This means your customers don’t have to repeat themselves when they’re handed off to a human. You can configure a private staff briefing (only the receiving person hears it), a post-connection message (both parties hear it), or a combination of both. Learn more about warm transfers.

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Intro interruption control

A new setting on the Phone page lets you choose whether callers can interrupt the assistant’s greeting. This is off by default for a cleaner experience.

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Call recording update

Call recordings now capture only the AI-handled portion of a call. Once a call is transferred to a human via live transfer, recording stops automatically. This applies to all accounts. We made this change because it’s the cleaner model — the AI portion is still recorded, which preserves the operational value. Once the call moves to a human, the conversation can go in many directions, so recording is turned off to reduce unnecessary capture of information.

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Append mode for bulk edits

When using Bulk Edits to update rules fields (like Global Conversation Rules or Phone Rules), you can now choose to append text instead of replacing it entirely. This makes it much easier to add a new rule across multiple assistants without overwriting what’s already there.

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Jump to latest message in Inbox

You can now jump to the most recent message in a conversation thread. This is especially helpful for longer conversations where you need to quickly get back to the bottom.

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Campaign improvements

  • Weekend outreaches — campaign outreaches can now be sent on weekends.
  • Text message guidance — when writing your first outreach text, the editor now provides guidance to help you write effective messages. Common link shorteners are blocked, your business name is required near the start of the message, and messages are limited to 240 characters. These guardrails help improve delivery rates and reduce the chance of carriers flagging messages as spam.
  • Clearer scheduling behavior — if a campaign’s start date is in the future, the UI now clearly explains that you cannot manually trigger outreaches until that date arrives.
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Bulk edit assistants

You can now update key settings for multiple assistants at once from Manage Assistants. View details for how to make these changes in Bulk Edits. Instead of opening each assistant one by one, you can select several assistants, click Edit, and make shared updates in a single flow.Bulk Edit supports updates across the main settings areas you’d expect, including:
  • Core Behavior
  • Chatbot settings
  • Phone settings
  • Notification settings

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Better Select All in Knowledge

Knowledge now has better Select All functionality, making it easier to work with larger knowledge sets. You can quickly select every item in a set at once, which makes bulk cleanup and maintenance much faster.

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Rearrange scenario steps more easily

In Scenarios, scenario steps can now be moved around. This makes it easier to go back and insert a step in the middle of an existing flow, reorder steps as your process changes, and refine a scenario without rebuilding it from scratch.

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More control and visibility in campaigns

We’ve made campaign contacts much easier to work with by adding stronger sorting and filtering tools, along with clearer status visibility across campaigns.You can now:
  • Sort and filter contacts by status
  • View each contact’s next scheduled outreach
  • Filter contacts by upload type
  • Filter contacts by a specific contact upload
  • More easily see whether a campaign is active or still in draft with the new Status column
We’ve also added more contextual guidance to help make it clearer what still needs to be updated in a campaign.
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New campaign manager

Campaigns have been completely redesigned with a new UI for both one-time and follow-up campaigns. You can now create campaigns from pre-built templates or start from scratch. Learn more about campaigns.One-time campaigns now support phone, text, and email — and you can choose how your campaign runs:
  • Scheduled — set a date and time for all contacts to be reached
  • Run when contacts are added — outreach begins automatically as contacts are added
  • Manual — trigger outreach whenever you’re ready
Follow-up campaigns also have the new UI with template support and an improved configuration flow.

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Settings reorganization

We’ve reorganized some settings to make them easier to find.
  • Core Behavior — Basic Info and Agent Preferences have been combined into one page. Channel-specific conversation rules have also been moved here. An alert in the original locations will point you to the new spot.
  • Analysis Settings — Custom qualification, summary, and next steps instructions now live on their own dedicated page focused on post-conversation analysis.

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Email settings update

The Email Settings page now has an updated Email Address section that lets you view, copy, and edit your current email address in one place.
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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.