Skip to main content

​
New features

Choose whether a step waits for a reply with Fast Response. A new Fast Response item in the step menu decides whether the step waits for the caller to answer. Auto, the default, decides from the line itself: a question mark waits, no question mark moves on. Force always moves on, Disable always waits, and Variable lets an earlier step decide per call from a variable such as {{custom.fast_response}} holding force or disable. It’s handy for a rhetorical question that shouldn’t wait, or a statement that should. See Fast Response. Post-call analysis can fill in a caller’s name. A new Update contact name switch under Post-Call Analysis → Call Analysis uses the name an inbound or web caller gave to fill in a contact whose name is empty or unknown. It only acts when the caller clearly stated their name, and existing names are never overwritten. A web caller gets their own new contact rather than renaming the shared web contact. Every analysed call now also records the caller’s given name, family name, how confident the analysis is and the words they used. See Post-call analysis. Calls that need a follow-up are flagged on the Dashboard. When a connected call ends with a message taken, an unresolved request, a request for a person that wasn’t transferred, or a callback that hasn’t been booked, an Action required item appears in the Dashboard’s Activity panel with Mark done and View call buttons. The panel’s filters are now Needs attention and All activity. See Dashboard. Branch on call direction and channel. Two new variables are set as every call starts: {{call.is_inbound}} (true or false, for example True on an inbound call) and {{call.is_web}} (true on a browser or embedded web call). Conditions, prompts and Code Steps can use them to handle inbound, outbound and web calls differently. See Variables.

​
Improvements

Batches now dial whenever a line is free. Batches no longer build a slot-by-slot plan for each day. Instead, the next eligible contact is called as soon as a line is free and your calling limits allow, so batches move as fast as your capacity permits. The daily cap is now a ceiling on calls started rather than an even spread, and Min gap between calls is the minimum time between one call starting and the next. The Schedule section now shows an estimate of when the current queue will clear and the expected screening yield, the Pacing card is renamed Calling limits, and the Replan button, the Planned status and the queue’s By day view are gone. You can also select contacts in the Queue tab and press Screen to check them straight away. A batch’s timezone is locked once it has placed its first call. See Batch scheduling and Queue. The assistant reassures a caller who says “hello?” while it’s thinking. If the caller says just “hello?” into a pause while the assistant is working out its reply, it immediately says something short like “I’m here, I just take a little to think sometimes.” and then gives its real answer, instead of starting the reply again. This happens automatically, so there is nothing to change in the app. See Assistant behaviour. Speak to the Voxworks team for further custom configuration. Many more Australian and New Zealand voices. The voice library gained a large new range of Australian and New Zealand voices across ages from teens to 80s, and many existing voices moved to a newer, more natural voice model. See Voice library. Rex imports read every record in full. Imported Rex properties, listings and agents now carry their full details, such as listing status, prices, inspections and tenancy, and data you already have is kept when a value is missing in Rex. Agents also carry their Rex calendars. See Rex. The Custom Variables table loads as you scroll. Records load 50 at a time as you scroll, so large teams open the page quickly, and Download CSV still exports everything in the current view. See Custom variables. The script editor works on phones. On a narrow screen, editor sections become a list you drill into, and the header actions fold into a More actions menu. Settings, Numbers & Routing, Automations, Batches, the AI Receptionist editor and onboarding have also been laid out for phone screens. See Editor guide. Hold music starts promptly on a warm handoff. If the caller hangs up while a team member is being dialled, the team member’s call ends too. See Live Handoff.