New features
A brand-new Dashboard. The Dashboard has been rebuilt around a filters bar (direction, script and date range, including Custom range…) and four sections: Overview tiles with comparison against the prior period, Performance by handler comparing your AI assistant against your human team, Objectives showing how often each script’s success criteria were met, and Call outcomes showing the mix of outcomes over time. An Actions menu in the header starts a new call, batch or script without leaving the page. Export the dashboard as a PDF. An Export PDF button on the filters bar lets you tick which sections to include — Overview metrics, Trend chart, Performance by handler, Objectives, Call outcomes — and download a branded report with your filter settings on the cover. Your selection is remembered for next time. Call details now open beside the dashboard. Clicking a row in the activity list opens the full call in a pane next to the dashboard, the same layout as the Calls page, instead of showing a hover summary. The charts reflow around it, and View full call takes you through to the complete record. AI recommendations became a real review workflow. A wand button in the script editor toolbar turns on AI recommendations review mode: every line a suggestion touches is marked across all tabs, and a floating toolbar walks you through them one at a time with the reason for the change and a coloured before-and-after diff. You can Accept, Accept all, Dismiss or Undo any decision, and nothing is committed until you save the script — so a failed save doesn’t lose your review. Recommendations only ever change voice-step wording and voice-step conditions; everything else is analysed but can’t be edited automatically. See AI recommendations. A visual editor for post-call emails. Post-call email steps now open a full-screen Design post-call email editor with headings, fonts, colours, alignment, lists, links, tables, containers and padding, plus desktop and mobile previews and an HTML source view. The email step’s Format dropdown chooses between the Voxworks System Template and a Custom email. See Automation steps. Drop dynamic blocks and variables into a post-call email. A Blocks menu inserts ready-made Objectives, Data Collection and Transcript sections that fill themselves in from the call and hide when they’re empty, and they can be reordered. Variables appear as removable pills you can click to change, and Send this design to your account email sends yourself a test using a previous call’s data. The To field now also offers a team-member picker. Choose what happens when a call reaches voicemail. Script Settings gained a Voicemail selector with three modes: Hangup (say nothing), Leave Voicemail (the previous behaviour) and Leave SMS (text the message to the contact instead). The message now has variables properly substituted, so{{contact.first_name}} finally works in both the spoken message and the text. Texting only applies to Australian mobiles — anything else simply hangs up. See Voicemail message.
Knowledge base answers can be spoken word for word. Each question-and-answer pair now has an answer mode: Instruct, where the assistant phrases the answer from your response, or Verbatim, where your response is read out exactly as written. Knowledge is now only used when a caller’s question actually matches a pair, rather than being mixed into every prompt, which keeps the assistant on script the rest of the time. See Knowledge base.
Classifiers — background data capture that runs alongside a step. Voice and tool steps can now carry up to three Classifiers: background AI lookups that run at the same time as the step and write their answers into variables, without changing where the call goes next. On a speaking step they run as the assistant starts talking and never hold up the conversation. Only the LLM Data and LLM Custom tools can be used as classifiers. See Steps and LLM tools.
Per-step Key Terms for speech recognition. As well as script-level keywords, each voice step can list words and short phrases the recogniser should listen for while that step is running — useful for names, products and jargon it usually mishears. Terms share a budget with your script-level keywords, so keep each one to one to three words and only add the ones that matter. See Keywords.
Scripts can do work before the first word is spoken. If a script begins with tool, code or sub-flow steps, those now run while the call is still connecting, and the first step that actually speaks becomes the opening line with its variables filled in. That means a script can look a caller up, check opening hours or pick a route before greeting them — and use what it found in the greeting. Previously this produced silence or an invented opening.
Recordings can be held back when a caller declines. If the call captures that the caller did not consent to being recorded, neither the call recording nor internal diagnostic audio is stored. See Recording consent. Speak to the Voxworks team for further custom configuration.
Transcripts now say why the assistant said something. Lines that came from a special path are labelled — a safety refusal, a knowledge base answer, an intent pathway confirmation, or a recovery after a failed check — so an unexpected reply can be traced back to its cause. The labels are for you only; the assistant never sees them. See Call details.