Patch Notes August–October 2026

Here is a summary of news and improvements in the app between August and October 2026. Under each feature, we describe where you can find it and how to get started.

AI Operator and AI Support Agent

Guided creation of AI operator

Creating an AI agent is now easier. A wizard takes you step by step, with sample text at each step, and concludes with a review before saving. You can also create the AI ​​agent directly in the wizard.

1. Go to Telephony System → AI Operator .

2. Select type: Receptionist or Information .

3. Follow the steps and review the settings before saving.

Real-time voice (Gemini Live) for all organizations

Real-time voice is no longer experimental and is now available to all organizations. The feature applies to speech and chat.

1. Open your AI operator.

2. Scroll down to AI Components → AI Pipeline and select Real-time Voice.

AI Support Agent recognizes the caller

AI Support Agent can now look up who is calling, among team members and contacts via your Insights integrations (e.g. HubSpot), and greet the caller by name.

1. Go to the Gear → Organization Settings → Telephony System → Response Groups .

2. Select the response group that uses the AI ​​Support Agent and open the agent.

3. Under Information Access, choose whether the agent should be able to see colleagues and contacts via Insights integrations.

Select language for call summaries

As an administrator, you can choose the language used for summaries, headings, and label justifications—per Conversation Intelligence user, response group, and AI operator. The default is the language spoken in the conversation. You can also choose the user's system language, a language of your choice, or let the user choose their own.

1. Go to Gear → Organization Settings → Telephony System → Conversation Intelligence .

2. Open the user and go to the user's settings.

3. Select the language under Summary language .

4. Turn on Let the user choose whether the user should be able to change the language.

AI Support Agent sends SMS with link

The AI ​​operator or AI Support Agent can send an SMS to the caller with a link, for example to a booking page or form, based on your own templates.

1. Go to Gear → Organization Settings → Telephony System → Response Groups , select the response group, and open the AI ​​agent.

2. Under Actions , turn on Enable SMS to caller .

3. Choose the display number that the recipient will see and who has access to it: all agents, all supervisors, or specific users.

4. Turn on Allow SMS from display number and save.

5. Enter the sender ID, such as your company name.

6. Click Add Template . Enter the name, when the template should be used, and the message (e.g., with a booking link). Choose whether the agent should end the call after the SMS is sent.

Waiting callers are handed over to AI Support Agent

Response teams can hand over waiting callers to AI Support Agent instead of releasing the call. AI Support Agent also takes web chats when no agent is logged in.

1. Go to Gear → Organization Settings → Telephony System → Response Groups , select the response group, and open the AI ​​agent.

2. Under Call Waiting & Agent Availability, choose when the AI ​​Support Agent will take over.

• Enable call waiting: a logged-in agent is counted as available in the response group even if they are busy on a personal call or in another response group.

• Enable extended unavailability: a logged-in agent is considered unavailable when they are busy on a call, not just when in the Busy status.

• If Call Waiting is enabled, it overrides the extended unavailability setting.

Contact Center

Priority channels

Mark channels as prioritized. Their cases appear at the top and have their own alert sound. The setting applies to the entire organization.

SLA targets per channel

Set SLA targets for first response and resolution per channel, with VIP levels, filters, and views.

1. Go to Gear → Organization Settings → Contact Center → Channels and open the email channel.

2. Turn on SLA .

3. Set First Response (from creation to first response) and Resolution (from creation to resolved) in minutes, hours, or days.

4. Set the Warning Threshold , i.e. when a case enters the risk zone, as a percentage of the target (e.g. 75%). You will receive a visual indication when a case is in the risk zone or has exceeded the target.

5. View SLA status in the case overview: click the gear in the case overview and select SLA .

6. You can also choose to have cases in the risk zone end up at the top of their section in My Workspace .

AI Case Analysis and Summarize

AI Case Analysis now includes AI-managed conversations and summarizes the entire conversation. The summary is based on transcriptions from Conversation Intelligence, emails, and internal comments – perfect for quickly getting to grips with long cases.

1. Open a case in Contact Center.

2. Click the AI ​​symbol to the left of the writing field and select Summarize .

3. Publish the summary on the case if you want. The published summary is only visible to agents.

Emoji reactions to internal notes

React with emoji to internal notes. The author will receive a notification.

Delivery status per recipient

In the email thread, you will now see the status per recipient: delivered, opened, or delayed.

Links in email signatures

You can now add links to your email signatures.

Create or update cases from conversations

Create a new case from a conversation in one step, with the contact preselected, or split the conversation into an existing case.

1. Find the conversation in your call log and click ⋯ → Share conversation .

2. Select the Subject tab, write a message, and select the channel.

3. If you have Conversation Intelligence, the summary and transcription will be shared with the case. Turn it off if you don't want to share it.

Tagging of cases

Tag cases manually, with AI, or via rules. Under Gear → Organization Settings → Labels, you can choose whether labels can be used on response group calls, personal calls, and cases. Here you can also see which labels are automatically applied, whether they are active, and in which channels.

Integrations

Open a web page when responding (all CRM integrations)

Your Insights integration can now automatically open a web page with the caller's number when you answer a call, giving you customer information right in your browser.

1. Go to Gear → Organization Settings → Insights → Insights Integrations .

2. Create a new or edit an existing integration.

3. Under Advanced → On Answer , turn on Open URL when answering a call .

4. Enter the URL structure, for example https://example.com/contact/{phoneNumber}. The number will be sent in the format 0046701234567.

5. Choose whether the function should also apply to internal calls and/or only when a contact is found.

Insights webhook on manual callback

The Insights webhook now sends the number on manual callback. Requires webhook v3.

Authentication for Insights webhooks

Insights webhooks can authenticate using token/API key or OAuth2.

Enter ID sync of extension attributes

The Entra ID sync now retrieves extension attributes 1–15, and the Fields tab has been simplified.

Platform and admin

the app in more languages

the app is now available in Norwegian, Danish, Finnish, German and Dutch - also in e-mail. Change the language under Gear → Appearance → Language, date & time → Application language .

Custom setting for Conversation Intelligence

Conversation Intelligence now has its own setting under AI permissions.

Improvements

Conversations and AI

• Smoother transfers: The AI ​​agent confirms the transfer exactly once, in the caller's language, and can transfer to external numbers.

• The identification is included when transferred to a department that uses the same identification service.

• EU-hosted model: Native voice AI operators now run on an EU-hosted model. No consent is required for models outside the EU.

• Newer model generation: slightly faster and better response.

• The AI ​​assistant reads graphical PDFs , such as menus.

• Voicemails are transcribed in the same way as call recordings, with correctly spelled names.

• More stable AI and web chat: the "I encountered an error" error and repeated words are fixed, and web chat no longer terminates after a short absence.

Contact Center

• Resolved cases follow up on calls in Unhandled AI calls and Missed calls automatically.

• Archived calls clear the to-do counter.

• Duplicate emails only create one case.

• Scheduled reports follow the correct time zone.

• Tags appear as colored dots.

• “Assign me” always hits the right case.

• New case view for everyone: the old case view has been removed.

Integrations

• Recording integrations are no longer disabled in the event of an error on our end.

• Recordings are matched correctly for Entra users.

• Slack sync works in shared channels.

Other

• The mobile app shows caller ID by default.

• Camera selection works in Chrome.

• The Join button works in Exchange/O365.

• The call history is sorted by start time.

• Moving number series will port the entire series.

• Improved terms in Norwegian and Danish.

• Bulk actions on numbers no longer time out.

• The Swedish translation now uses "inringare".