2024

New in this release Refer to the latest documentation changelog for additional information. Reporting Keyword groups You can now generate a report on the use of a keyword group by agents and teams for a specified date or date rang...

New in this release Improvements UX and UI improvements Agent List The Agent List widget in the Real-time dashboard has been updated with a refreshed user interface. While the core functionality remains unchanged, the new design offe...

New in this release Wrap-up codes The Wrap-up codes page now includes the Wrap-up code groups feature. The Enable after call work (ACW) activities and wrap-up codes option must be configured in the System Settings . To create and ma...

New in this release Improvements UX and UI improvements No topics detected The Topics wave in the Extended Call Details Call recording audio player now includes a notification if none of the configured topics are found in the call re...

New in this release Integration Integrating with Freshdesk , HubSpot , Salesforce , and Zoho is now much easier. The Integrations page enables you to connect to these CRMs and manage your settings from one page. Flow Builder HTTP Requ...

New in this release Flow Builder Collect Digits node The Collect digits node is added to Flow Builder for voice call flows . It enables you to gather and store dial pad key-presses from callers, enhancing data-driven routing and enabl...

New in this release Message templates The Message template page now enables you to create and manage canned message and WhatsApp templates. Related articles: Message templates Security Access Groups Omnichannel Workspace W...

New in this release Flows Digital flows You can now create Digital channels inbound interaction flows from the Flows page . Previously, Digital channels interaction flows were only available through the Scripts feature. Flow builder D...

New in this release Text-to-speech Text-to-speech is now available to enable you to create audio messages for inbound flows based on text scripts. In this initial release, text-to-speech is available for the Play Audio node. Related articles...

New in this release Webhooks Webhooks configuration The following events have been added to the Webhooks feature: outbound.call.ended inbound.call.ended dialer.call.ended Call webhooks The following call webhooks have b...

New in this release Webhooks Digital events The following events have been added to the Webhooks feature to support Digital channels interactions: message.received conversation.ended Related articles: Webhooks Webhoo...

New in this release Speech Analytics The Topic management feature has been expanded to include a new interface that enables you to manage which topics are used in conversation topic analysis. Topics management Administrators can now manage t...

Improvements UX and UI improvements Flows The Flows page UI and the process of creating flows has been improved. Related articles: Flows Queues The Queues page UI and the process of adding queues has been improved. Related ...

New in this release Improvements UX and UI improvements Extended Call Details The Total contact time interaction metadata is renamed to Total time . Related articles: Extended Call Details: Voice Extended Call Details: Omnichan...

New in this release Speech Analytics Topic Identification Conversation topic identification and labelling is available for Fintech customers on the Voiso Professional plan. Call recordings are analyzed and a Topics wave is added to the Ca...

New in this release Zoho integration The Voiso Zoho CRM integration now creates tickets and new contacts when an agent uses Agent Panel to handles inbound and outbound calls, including click-to-call. Ticket creation When an agent completes...

New in this release Digital channels A new self-serve interface is added to enable the management of digital channels (Omnichannel interactions). The Telegram channel can now be connected by contact center administrators. Digital channels pa...

New in this release Historical reports The following new report type is added to the Historical reports page. Agent - Daily Sign-in and Sign-out report The Agent - Daily Sign-in and Sign-out report provides a daily record of the first ...

New in this release HubSpot Call Notes Call notes that agents enter on the Notes page in Agent Panel are now included in the Notes of the HubSpot call history . Tip To enable call notes in the Agent Panel ...

New in this release HubSpot Support for HubSpot Workflow The Voiso connected app now supports automation through the HubSpot Workflow feature. Voiso SMS added to HubSpot connected app Use the HubSpot Workflow feature to automatically send...