API Dialer campaign
September 19, 2025
Start, Stop, and Pause an API Campaign
You can start, stop, and pause API-triggered Dialer campaigns directly from your integration application. These new controls enable you to manage campaign workflows programmatically.
Create your campaign using the Add Dialer campaign page, then manage the campaign using the Change Campaign Status API.
Releated articles:
- Change Campaign Status
- Adding a new campaign## Flow Builder node renaming
Assign Agents and Teams to an API Campaign
You can assign and unassign agents and teams to API campaigns using your integration logic.
Create your campaign using the Add Dialer campaign page, then manage your resources using the Update campaign agents and teams API.
Related articles:
Dialer campaign number usage
September 19, 2025
The Numbers page now tracks when numbers you own are added to Dialer campaigns. The associated campaign names appear to the right of the In use label. Clicking a campaign name displays the Edit Dialer campaign page for the campaign.
Related articles:
Flow Builder node renaming
September 19, 2025
Flow Builder nodes may now be renamed. Click a node in the node palette to add it to the flow. The node is added to the flow and is named Node N, where N represents the number of the node; for example, Node 6. Below the node name is the node type, such as Play Audio. Click the node to open the node configuration panel, then click the name of the node to edit it. Enter a new name, then the check mark to save your change.
Related articles:
- Flow Builder overview
- Collect digits
- Conditions
- DTMF
- HTTP Request
- Message
- Play Audio
- Route
- Send Message
- Voicemail
- Creating a simple IVR with Flow Builder
- Priority routing
- Business hour rules
- Multi-level IVRs
- Dynamic Routing to a number
Billing Units
September 19, 2025
Contact centers that provide services for multiple clients or have internal divisions or departments, sometimes called business units or BPO, can now create billing units based on unique phone numbers. Users may be assigned to more than one billing unit. A new Billing Unit historical report is added to enable you to review resource costs by billing unit.
Enable access to billing units by granting the following permisisons to the user's security access group:
- Edit Billing
- View Billing unit
- Edit Billing unit
Related articles:
- Billing
- Billing Unit
- Security Access Groups
- Billing Units for managing BPO clients and multi-client operations
Freshdesk CRM
September 19, 2025
You can specify for which call types you want automatic Freshdesk ticket creation:
- Inbound calls: Automatically create a ticket in FreshDesk for all answered, missed, answered by Voicemail, and abandoned calls.
- Manual Outbound calls: Automatically create a ticket in FreshDesk for all manual and click-to-call calls.
- Callbacks: Automatically create a ticket in FreshDesk for all queue callback and scheduled callback calls.
Related article:
Flow Business hours rules
September 9, 2025
The Business hours rules document has been updated and improved. Information about time zones has been added. Screen shots have been updated to reflect the latest user experience. Steps to create business hours and outside business hours flows have been clarified.
Related articles:
- Business hours rules
- Flows
- Flow Builder Overview
- Time zones
- System settings (refer to the contact center's time zone setting)
- Users (refer to the user's time zone setting)