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New features

Transcripts now show what the assistant was actually doing. Every message bubble is labelled with the flow and step that produced it, and each tool the assistant ran appears as its own marker row in the transcript. Long runs of tool calls collapse behind a + N more control so they don’t bury the conversation. See Call details. A “System notes” panel explains what went wrong — or right — on a call. Below the transcript there’s a collapsible System notes panel with All, Errors, Warnings and Info filters. Notes cover things like which condition the assistant chose, checks that failed or timed out, and why a call ended the way it did, and messages that have a note are marked so you can jump straight to them. Ask the AI to explain any moment in a call. A control on each message opens What happened here, a short plain-English explanation of what the assistant was doing and why it responded the way it did at that point in the conversation. Flag a bad response so the AI can improve the script. Any message in a transcript can be flagged with an optional note (“What’s wrong here? (optional)”), and flags can be edited or removed. Flagged moments are compiled into script issues and feed the AI’s script recommendations. See AI recommendations. The Data Collection tab shows every variable the assistant had on the call. A new expandable Variables tree lists the contact, custom, global and object values that were available during the call, with Copy all and per-branch copy buttons. Empty fields are hidden. See Custom variables. You can steer a call while it’s still running. In-progress calls now show a Live call panel under the transcript with Live sentiment — a running score of the caller’s mood, updated on every turn — plus a Trigger handoff button with a Transfer destination picker and a Cancel call button. Triggering a handoff isn’t announced: the assistant keeps talking while the human is dialled, then breaks in and merges them, and if nobody answers the call simply carries on. Cancelling has the assistant say a brief goodbye before hanging up. See Live monitoring. Two new ways for a route to end a call. A condition’s destination dropdown now offers End Call and End Call (Strict). End Call lets the assistant finish speaking and leaves a short window in which the caller can talk and keep the call alive; End Call (Strict) finishes the current sentence and hangs up regardless. Both are available on any condition, including the “otherwise” branch and a tool step’s routing table. See Steps. Live Handoff gained Warm and Cold transfer modes, plus keyword triggers. A new Transfer Mode setting chooses between Warm (the team member is briefed and the caller waits on hold music) and Cold (straight through). Keywords lets you list terms that should trigger a handoff. A handoff can now also be reached from anywhere in a script without a dedicated handoff step, and browser callers can be handed to a human too. See Live Handoff. Live Handoff can be turned off for individual steps. Each step’s menu now has a Live Handoff checkbox — steps inherit the script’s setting, and unticking one excludes just that step. In Settings, the old “pick which steps get handoff” card has become Step overrides with Steps excluded from handoff and a Disable all checkbox per flow. Callbacks are booked at the time the contact actually asked for. When a caller asks to be rung back at a particular time, the call is requeued in their original batch at that exact time with top priority, and the scheduler guarantees a slot even if the day is already full. Times outside 9am–8pm in the contact’s local time, in the past, or that can’t be understood are not booked, and the reason is recorded so someone can follow up. Opt-out, DNCR and attempt limits still apply. See Calling rules. A vertical Call Flows navigator in the script editor. A persistent flow list now sits down the left of the script; expand a flow to see its stages and click one to scroll straight to it, switching flows if needed. The horizontal tab strip is kept for narrow screens. See Editor guide. Texts sent and read during a call now appear in the transcript. The full message text appears as its own entry in the right chronological position, and shows up immediately rather than at the end of the call. See SMS tools. Two new tools: Jump to Flow/Step and Keywords Set. Jump to Flow/Step sends a call to any flow or step chosen at run time from a variable, returning to where it came from when that flow ends. Keywords Set replaces the call’s speech-recognition keyword list mid-call from a variable — handy for loading product names or suburb lists from your CRM before the step that needs them heard accurately. See Jump to Flow/Step and Keywords | Set. Sign-ups with a disposable email address are blocked. New accounts must use a permanent address. See Sign in.

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Improvements

Intent Pathways are now checked on every caller turn, and return the caller exactly where they were. A matching pathway speaks its confirmation line, runs the detour and then puts the caller back on the precise step they left — including when they were inside a sub-flow. Pathway conditions can also be resolved against live call variables, so a pathway can be made conditional. If no off-schedule destination is set, off-schedule calls follow the on-schedule destination. See Intent Pathways. The Analysis tab was folded into Details and renamed “Call Analysis”. Call details now has four tabs — Details, Transcript, Data Collection and Notes — with the analysis appearing as a Call Analysis section inside Details. The exported PDF is now titled Call Report. Call Objectives moved to the Post Call Analysis tab. The section now sits alongside the analysis it feeds, with a clearer description: one objective per line, each tracked and reported against after the call. See Call objectives and Post-call analysis. AI is now the default way to create a script. In the new-script dialog, AI is preselected for every script type, and the option is always available. See Creating a script. Post-call review is switched on per script. Only scripts where you’ve enabled it in the script’s data settings are reviewed after each call; the rest are marked as skipped. The assistant responds sooner after the caller stops talking. The moment the caller finishes, the assistant takes its turn. If the caller keeps going before the assistant has started speaking, the extra words join the same turn and the answer is regenerated to take them in. Speech recognition is retuned at every speaking step. Each talking step now gets its own listening settings and its own keywords, so how quickly the assistant decides the caller has finished follows that step’s configuration. Keywords from every source — script, step, pathways, knowledge base and tools — are now merged into a single ranked list. See Response eagerness. AI Receptionist transfers gained full warm-transfer routing. Transfer destinations configured in the receptionist get their routing set up automatically, with the same warm-transfer experience as a call script. See Receptionist configuration.