Two-factor authentication
April 24, 2025
Two-factor authentication (2FA) is now mandatory for all contact centers. A new procedure for setting up 2FA, inlcuding a video, is documented in the Agent Guide. Going forward, users must use 2FA every time they sign in.
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List campaigns API
April 24, 2025
The Filter[{{param}}] structure is no longer required when adding parameters to your List Campaign requests. You can now use the parameter name directly.
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Send SMS using templates API
April 24, 2025
The Voiso API now supports SMS templates with the Send SMS API endpoint. The SMS template API can be used to retrieve a list of all your contact center’s SMS canned messages and their details.
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Answering Machine Detection
April 24, 2025
The Answering Machine Detection feature may be made optional for your contact center. When it is enabled for a contact center, it can be made active by default when new users are created.
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Flows: Assigning channels
April 24, 2025
When you create a new Flow, you can view which numbers are assigned to other flows. A link next to each number takes you directly to the assigned flow, allowing you to easily unassign it so you can assign it to your new flow.
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Transcript translation
April 9, 2025
In contact centers with Speech Analytics enabled, users with access to Call Detail Records can choose their preferred language for call transcripts. This feature enables supervisors and analysts to view call transcripts translated from one of the supported languages into the language preference they set in their user profile, ensuring consistent review of interactions in multilingual environments.
Related articles:
- User Profile (Supervisor Guide)
- Using Call Detail Records to monitor interactions
- Speech Analytics
- Extended Call Details: Voice
Webchat greeting
April 9, 2025
You can now specify a greeting message and notification badges when you configure a webchat digital channel.
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Agent activity webhook
April 9, 2025
The agent.status.update webhook enables you to be notified when agents change their availability status.
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Making internal calls
April 9, 2025
A search feature is now available to make it easier for users to make calls to other users by name or by number.
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April 7, 2025
A new overview video has been added that demonstrates how to connect your WhatsApp channel to Voiso Digital channels, enabling your agents to manage WhatsApp interactions directly within the Agent Workspace.
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