Release Notes

Introduction

Overview

This release includes:

New Analyst metrics and Restricted Group Access enforcement
V2 login page revamp
Notification, chat, and analytics navigation improvements

New features

AI Agent Call Outcome Configuration

Administrators configuring an AI Agent flow can now select which call outcomes the AI Agent can apply when a conversation ends, via a new "Call outcomes" step in the AI Agent configuration wizard. System-defined outcomes are always included by default, and admins can select up to 10 additional outcomes from a pre-defined list, giving supervisors and Analyst clearer, more consistent reporting on why calls ended the way they did.

DTMF Digit Capture for Engage AI Agents

Engage AI Agents can now capture digit-based input, like reference numbers, account numbers, or CSAT and NPS ratings, directly from a caller's keypad (DTMF), instead of relying solely on speech recognition. The moment a keypress is detected, voice capture is disabled for that turn and only keypad digits are buffered, improving accuracy for non-English speakers, strong accents, and noisy environments. If no input is received or the input is invalid, the AI Agent re-prompts the caller and falls back to a transfer after repeated failures. Digit capture is supported on both SIP and WebSocket telephony transports.

Analyst – Early Drop-Off and Transfer Efficiency Metrics

Analyst can now answer natural-language questions about early caller disengagement and transfer efficiency. Early Drop-off Rate and Average Time to Transfer are available as queryable metrics alongside existing voice data, with results matching the equivalent dashboard figures for the same filters and time windows.

Analyst – Restricted Group Access Enforcement

Analyst now enforces GoContact’s Restricted Group Access controls. Supervisors and admins with Restricted Group Access see Analyst data and metrics only for agents within their own group; requests for agents outside that group are safely denied without leaking cross-group information.

Knowledge Base Upload Wizard – Review Setup

The Knowledge Base document upload wizard now includes a third step: Review. This step lets all users check all uploaded documents and their configured metadata before submitting them. The Review step shows a read-only summary list, one row per uploaded file, with the file type icon, original file name, and assigned category in the same order as the previous steps. The list is scrollable and paginated for uploads of 11 or more files. No data is sent to the Knowledge Base until the user submits from this step. Users can go back to the Configure step to make corrections without losing their progress.

Enhancements

V2 Login Page Revamp

The login page has been modernized to align authentication screens with the GoContact V2 style while keeping core backend authentication logic intact. The revamp delivers responsive username and password sign-in with active session conflict handling, branded Single Sign-On buttons for Microsoft, Google, and custom SAML providers, the password recovery journey, updated credential notification email templates, and application release versioning.

Outbound Dialer – Exhausts All Available DDIs Before Falling Back

When dialing outbound calls across predictive, power, preview, and manual campaigns, the dialer now iterates through all available and valid database and owner DDIs before falling back to a domain-level number. This preserves caller identity, ensures carrier prefix compliance, and enhances contactability on shared domains.

Enhanced Toast Notifications – Stacking, Grouping, and Dynamic Duration

Platform toast notifications have been overhauled with visual grouping and stacking, showing up to three recent notifications with hover expansion and scrolling. Display durations now adapt dynamically based on message length, and positioning adjusts automatically below the top bar and CTI bar.

Notification Audio Cues Restored

Legacy audio notification cues have been restored in the V2 experience for incoming chat messages, received break requests, and approved active breaks. To prevent disruption during customer calls, audio notifications are automatically muted whenever the user is on an active call.

Webchat – Unread Conversation Counter Badges

Real-time unread conversation counter badges now appear directly on the top bar Webchat channel button, visible to non-ACD users.

Improved Chat Message Visibility for Limited-Access Users

Incoming messages now automatically present the chat widget in a collapsed state with an unread badge when off-screen, ensuring limited-access users never miss new messages while strictly respecting profile permission boundaries.

Analytics Navigation – Renamed and Relocated

"Reports & Analytics" has been renamed to "Advanced Analytics" and relocated under the "Classic" group within the Analytics side menu, making the navigation hierarchy clearer.

Idle Trigger Suppressed on Already-Closed Conversations

The trigger engine now re-verifies the active state of a conversation when the "Contact is idle" timer elapses, automatically suppressing idle inactivity nudges across all channels if the conversation has already been closed.

Ticket Image Attachments – Inline Images Preserved

Ticket image attachments have been reworked so that embedded signature and body images remain inline as originally authored, rather than appearing in the ticket attachment panel. This update maintains permanent data-deletion compliance.

API Performance Endpoint Improvements

The Performance API has been updated. Tool endpoints can now be filtered by tool name, a new endpoint lists all available tool names for a flow, and a consolidated tool response breakdown that combines error type and status is now surfaced on both the per-call and summary tool endpoints alongside call volume, error rate, and average latency.

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Introduction

Overview

This release includes:

Navigation & CTI refresh: Modernized top bar with live channel status, centralized messaging/breaks, and an updated CTI bar.
Telephony and platform stability updates

New features

Top Navigation Bar updates and enhancements

We're introducing a new Top Bar experience that brings global actions, channel access, team communication, and status controls into a unified, modern interface accessible across every page..

Key highlights & what’s changing:

Channel status and Quick sign-in

A new voice sign-in modal makes it easy to select your outbound campaign and inbound queues, with a "Remember this choice" option for faster future sign-ins and support for forced queue assignments.
Voice, Tickets, and Webchat status are visible directly in the top bar, with counter badges showing live waiting calls in real time.

In-App Messaging and Broadcast Center

Direct messaging is now consolidated into a single docked chatbox at the bottom right of the screen, organizing all existing conversations in one place rather than multiple separate windows.
Chat permissions are preserved — users without chat access won't see the list of online users. Broadcasts are accessible from a central Inbox popover with unread indicators and "Mark all as read" controls.
Authorized users can compose and send broadcast messages to specific users, groups, queues, or campaigns directly from the top bar.

Breaks and Approvals

Agents can select eligible breaks with reason comments and visible countdown timers. If a break is requested during an active call, it automatically starts once the interaction ends.
Supervisors receive badge notifications for pending break requests and can approve or deny them instantly — notifications only appear if a request has been waiting for over 5 minutes, avoiding constant interruptions.
Non-SSO users can also lock their GoContact screen while on break to keep their workspace secure.

Profile and Session Controls

The logout option was moved under the user’s avatar, now located on the right side of the top bar. This menu also contains an option to access the user’s Profile page (homepage).
The logout action prompts confirmation before logging out and offers a queued logout, ensuring agents handling active interactions are safely logged out only after all current calls or chats are completed.

Create tickets and send emails

The create ticket and send email features were kept in the top bar, under the “Create” button. These options redirect the user to the same interface as before and preserve the same permissions and requirements.

Error prevention features kept:

If a SIP agent accidentally refreshes or reloads their browser during an active call, a "Call Ongoing" modal automatically appears upon reload, allowing them to hold, resume, or end the call.
Duplicate session protection notifies users if a simultaneous session is attempted on another browser or device to prevent accidental session conflicts.

For additional details, refer to the Training guides:

Enhancements

Improved in-app notification display

Notifications now appear with a refreshed look in the top right of the screen. Up to three notifications can be displayed at a time, ordered by most recent. When bursts of notifications arrive, older alerts are queued behind active ones.

Refreshed CTI bar experience

The legacy CTI bar has been replaced with a modern, polished look and feel. The redesigned interface delivers a cleaner, more intuitive visual experience, and a refreshed status indicator makes it easier to see your voice channel state at a glance.

Contact Database – 500,000 Active Contact Cap

To safeguard system reliability and operational performance, user-created contact databases are now capped at a maximum of 500,000 active contacts across Database Manager, CRM, and API import and transfer flows. Database Manager now displays capacity indicators, utilization percentages, and status alerts for databases approaching their limit.

Contact Database – 500 Total Database Cap per Campaign

Campaigns are now restricted to a maximum of 500 total user-created contact databases, active and inactive combined. Outbound campaign lists in Voice Manager now include a dedicated database counter column. Existing campaigns that already exceed the limit are grandfathered while further additions are prevented.

Real-Time Voice Endpoints – Optional Agent List

Added the optional includeAgents boolean flag to POST /stats/voice/inbound/realtime and POST /stats/voice/outbound/realtime. Consumers can now omit flat agent lists when only queue or campaign summary metrics are required, reducing payload size and caching overhead.

Database Manager – Persistent View Filter

Database Manager now remembers the user’s last applied view filter selection (Active, Inactive, User, System) in browser local storage, restoring their preferred view automatically across logins and page reloads.

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Release Notes

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