October 2025

WhatsApp channel contact information and location

October 31, 2025

Agents can now receive WhatsApp contact and location information directly through the WhatsApp digital channel. When a participant shares their contact details or location during a WhatsApp interaction, agents can view this information in Omnichannel Workspace, while supervisors and administrators can access it in the interaction’s Extended Call Details and in Agent Zoom during interaction monitoring.

Routing to a SIP URI

October 31, 2025

The Flow Builder Route node supports routing to a SIP URI, which enables you to direct interactions to a PBX within your organization, an external voice bot service, or an external party.

Route node

Agent Panel microphone and speaker settings

October 31, 2025

Agents can choose which connected devices to use for their microphone and speaker directly from Audio settings on the Menu screen in Agent Panel.

Agent Panel | Getting Started

Premium Support Chat enhancement

October 31, 2025

You can now allow specific users to view access to the premium support chats of all premium support chat enabled users, by enabling the View all support chats permission in the user's profile.

Premium Support chat

Google Chrome Click-to-call extension

October 31, 2025

The Google Chrome Click-to-call extension is improved. Users should update to the latest version, 2.0.3, from the Google Chrome web store if it has not automatically updated.

FAQs

October 24, 2025

A new section with Frequently Asked Questions (FAQs) has been added to the knowledge base portal.

Note

Feel free to add comments or feedback to these pages with any FAQs you would like to see added to the list.

FAQs

HubSpot integration enhancements

October 17, 2025

Call logging settings

Four new call logging settings are added to the HubSpot integration page Settings tab to enable control over what types of calls are added to the Call History.

Log WhatsApp conversations to the Activities tab

The HubSpot integration supports logging of WhatsApp interactions in the HubSpot Activities tab. Refer to WhatsApp interactions in the Activities tab for information about setting up this feature and its prerequisites.

Campaign API Create

October 2, 2025

The Create Campaign API endpoint is added to the Voiso API. It enables you to preconfigure campaign settings, including naming, Dialer type, time restrictions, retry behavior, and so on.

Update campaign agents and teams API

October 2, 2025

You can assign and unassign agents and teams to API campaigns programatically.

Dialer calling list support for Leverate

October 2, 2025

When you create Dialer campaigns, you can import calling lists from your Leverate leads or contacts with account IDs and phone numbers.

Call transcript translation support for Hindi

October 2, 2025

Hindi is added to the available languages for call transcript translation.

Supervisor | User Profile.

Webhook authentication

October 2, 2025

You can use authentication to safeguard your data and contact center by ensuring that your webhook traffic is not exposed to spoofing, data tampering, or unauthorized access using one of the following methods:

None
API key
Basic
Bearer token

Webhooks

CDR API

October 2, 2025

The destination_country parameter is added to the CDR API Call record object response. Previously, this parameter could only be used as a filter.

CDR API