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December 2025

16 days ago

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Smartflo December 2025 Product Release Notes

We’re delighted to share the latest platform updates for December 2025.
This release brings smoother workflows, stronger performance, and richer visibility across every communication channel.

🖥️ Hosted PBX

  1. Device Selection on Smartflo Desktop App

For: USERS

What’s new?

Headphones will be given priority for automatically picking up the media device on login. Additionally, on device changes (plug-in or plug-out), notification will be shown to the user about the change in media device setting.

What are the benefits?

  • Improves the user-experience
  • Less time worrying about selecting the media device when plugging in a new device

How to use?

  • Login to the Smartflo Desktop App
  • The headphone device will automatically be selected
  • To make changes, head to the Settings → Preferences to setup a different device
  • Whenever a device change happens, the user will receive a notifications (if enabled)
  1. Call Setup Tone on Outgoing Call

For: USERS

What’s new?

A new call setup tone has been added to the Smartflo Desktop app as a backup ringing sound since it was reported that for some cases where a different SIP response was received from the Telecom Operator side, there was no sound, even though the call was going through normally.

What are the benefits?

  • Agents now will no longer need to wonder about the call status - they will hear a ringing sound or early media for all cases where it is applicable.
  • Lesser cancelled calls due to no sound on outgoing call attempts

How to use?

  • Try to make an outgoing call from the Smartflo Desktop App
  • You will hear the early media or the call setup ring sound everytime
  1. Differentiating between Incoming Missed Call and Outgoing Not Answered Call on Smartflo Desktop App

For: USERS

What’s new?

Different icon and a text descriptor has been added to the “Recent Calls” section of the Smartflo Desktop app so that agents can differentiate between Incoming Missed Calls and Outgoing Not Answered Calls.

What are the benefits?

  • Better user experience
  • Easily identify the call status

How to use?

  • Login to the Smartflo Desktop App
  • Go to the Recent Calls screen
  1. Search via Contact Name or Contact Number in Recent Calls on Smartflo Desktop App

For: USERS

What’s new?

Users can now search contacts via contact name or contact number under the Recent Calls section on Smartflo Desktop App

What are the benefits?

  • Better user experience
  • Easily search for a contact for callbacks

How to use?

  • Login to the Smartflo Desktop App
  • Go to the Recent Calls screen
  • Type a contact name or number in the search bar

📞 Contact Center Dialer

  1. Permission To Manually Add or Hide Lead Fields in Existing Lead List

For: ADMIN

What’s new?

The new capability lets admins manually add or hide lead fields in existing lead lists, so each campaign can show only the most relevant columns to agents. This improves list usability, reduces agent confusion, and keeps sensitive or unused fields out of view while still retaining them in the backend for reporting or integrations

What are the benefits?

  • You can now configure fields on an existing lead list instead of being locked into the original template.​
  • Admins can add new fields (e.g., “Loan Amount”, “Tag Number”), hide unused ones.
  • Field visibility changes apply immediately to agents using that list in dialer or manual calling flows.

How to use?

  • Login to the Admin Panel
  • Go Outbound Services--->Lead list
  • Select and Existing Lead list and Click on Select an action and Edit
  • Click on Add more to add New Fields and select the Hide check box to hide an existing Field.
image-20251208-063950.png
  1. Show Source and Target Queues Name on Transferred Calls

For: AGENT

What's New?

When a call is transferred from one inbound queue to another, the agent panel now displays both the source and target queue names.

What are the benefits?

  • Enhanced context: Agents understand the full call journey, including where the call originated and where it was routed, allowing more informed interactions.
  • Improved call handling: Knowing both queues reduces confusion and helps agents tailor their approach based on the caller’s previous queue experience.
  • Better tracking and diagnosis: Supervisors and admins can more easily audit call flows and queue performance using queue information visible in the agent interface.

How to Use:

  • Login to Dialer Agent Panel
  • If the call is transferred to another queue, the agent panel automatically updates to show both the source (original) queue and the target (current) queue names.
  1. Callback threshold Limit Enhancement and Wait Time Recording added in Inbound Queue

For: ADMIN

What's New?

  • The inbound queue now supports an enhanced callback threshold limit which has been reduced to minimum 15 seconds, allowing more granular control over how many callbacks can be scheduled or queued simultaneously for each inbound queue.
  • A new wait time recording prompt has been added that will notify the customer there expected wait time after which their call will be answered.

What are the benefits?

  • Granular control prevents callback overload by enforcing a tighter 15-second minimum interval between scheduling, ensuring queues don't flood with overlapping callbacks.​
  • Enhances customer experience by avoiding excessive wait stacking, leading to more predictable callback timing and higher satisfaction rates
  • Builds caller trust through transparency, as customers hear their estimated wait time upfront, reducing frustration and perceived hold duration.​
  • Lowers abandonment rates since informed callers are more patient, improving answer rates and overall queue performance metrics

How to Use:

  • In the Admin panel, navigate to the Inbound Queue settings.
  • Enable the Wait Time toggle for Wait Time Announcement Prompt
  • Enable Call Settings and enter 15 seconds as Threshold Timer
image-20251208-071116.png
  1. Interactions Hub Integration In Dialer

For: AGENT

What's New?

  • The dialer now integrates with the Interactions Hub to enable sending WhatsApp messages directly from the dialer interface.
  • Agents can initiate WhatsApp messages as part of their outbound workflow or post-call follow-up without switching platforms.
  • The integration supports message templates, rich media, and interactive elements as configured in the Interactions Hub.

What are the benefits?

  • Omnichannel engagement: Agents can seamlessly communicate with customers on WhatsApp, a widely used channel, increasing contact rates and engagement.
  • Improved agent productivity: Messaging from the dialer removes the need to switch apps, reduces context switching, and streamlines outreach.
  • Enhanced customer experience: Quick, personalized WhatsApp messages improve responsiveness and customer satisfaction compared to voice-only contact.

How to Use:

  • Ensure your dialer and Interactions Hub accounts are connected and authorized for WhatsApp messaging.
  • From the dialer interface click on message icon to access integrations hub.
  • Choose message template within the Interactions Hub and send the message directly
  1. Added Skip/Overwrite/Clone, Bulk delete and clear list functionality in DND list

For: ADMIN

What's New?

  • New actions added to DND (Do Not Disturb) lists: Skip, Overwrite, and Clone for handling duplicate or conflicting entries.​
  • Bulk delete functionality allows removing multiple DND entries at once from the list interface.​
  • Clear list option enables admins to wipe all entries in a DND list in a single action, useful for resets or compliance purges

What are the benefits?

  • Efficient list management: Skip/Overwrite/Clone resolves duplicates quickly without manual data entry, saving time during large imports.​
  • Scalable operations: Bulk delete and clear list handle high-volume DND maintenance, preventing list bloat and ensuring compliance with updated regulations.​
  • Reduced errors and compliance risks: Precise control over DND data improves call quality, avoids violations, and supports faster campaign launches

How to Use:

  • Login to Admin Panel > Outbound Service>Account DND Lists and select the target list.​
  • For individual entries: Use Skip (ignore), Overwrite (replace), or Clone (duplicate) buttons when importing or editing numbers.​
  • For bulk actions: Select multiple entries and choose "Bulk Delete", or click "Clear List" to remove all entries with confirmation.​
  • Changes apply immediately to dialer campaigns, blocking calls to updated DND lists in real-time
image-20251208-075730.png

6. Reset Lead Dial Status Option in Overwrite scenario

For: ADMIN

What's New?

  • A new checkbox "Reset Dial Status" has been added to the lead upload form, available when "Overwrite" mode is selected.​
  • API uploads now support a reset_dialer_dial_status parameter (true/false) for programmatic control during overwrite operations.​
  • Default behavior remains unchanged: dial status is preserved unless explicitly opted into reset.

What are the benefits?

  • Flexible data refresh: Teams can reset dial statuses (e.g., from "Called" to "New") to restart campaigns without manual cleanup.​
  • Reduced operational overhead: Avoids bulk edits or re-uploads, speeding up lead reactivation for new campaigns or data refreshes.​
  • API-driven automation: Integrations can now reliably reset statuses in bulk, supporting scalable workflows and third-party syncs.

How to Use:

  • In the lead upload interface, select "Overwrite" mode, check "Reset Dial Status" if desired, then upload your file.​
  • For API: Add reset_dialer_dial_status parameter to your overwrite endpoint request
image-20251208-080329.png
  1. Added Answered Agent Email to Call Hangup Missed or Answered Webhook

For: ADMIN

What's New?

  • The Call Hangup missed or answered webhook now includes a new parameter: "answered_agent_email": "$answered_agent_email".
  • This captures the email address of the agent who answered/handled the call, available for both inbound and outbound scenarios.
  • Parameter populates only when an agent connects; remains null for no-answer or dropped calls.

What are the benefits?

  • Enhanced automation: External systems (CRM, ticketing) can auto-assign follow-ups to the specific handling agent using their email.
  • Better agent accountability: Track which agent managed each interaction for performance reviews, coaching, and SLA attribution.​
  • Seamless integrations: Simplifies workflows in Salesforce/Jira by passing agent identity directly, reducing manual lookup steps.

How to Use:

  • Configure your Call Hangup missed or answered webhook URL in Admin > API Connect> Webhooks.
  • Add "answered_agent_email": "$answered_agent_email" in the webhook payload.

🐞 Bug Fixes

  • Issue: Wrong Disposition Status shown on Dialer real time report
    Resolution: Corrected the logic to ensure accurate status is visible in Dialer Real Time Report.
  • Issue: Call dispositions were not being saved for inbound calls received through voice bot
    Resolution: Fixed the disposition saving mechanism to ensure reliable capture across all call types.
  • Issue: Agent Logout not working from Dialer Real time Report
    Resolution: Corrected the logout logic from Dialer real time report.

📢 Campaigns / Outreach

✨ What’s New?

  1. Decoupling of Broadcast Campaigns from Outbound Services
    We’ve introduced a dedicated experience for Voice Broadcast Campaigns by fully decoupling them from outbound services. This change provides better clarity, improved navigation, and a more streamlined campaign management workflow.
    Why this matters?
    1. Dedicated Campaigns Section
    2. Faster access to voice broadcast campaigns
    3. Cleaner separation from outbound workflows
    4. Simplified navigation and better user experience
      Improved Navigation
      ✅ A new Megaphone icon has been added to the left navigation bar for quick access.
      ✅ Added a new “Manage Campaigns” section for easier control of all broadcast campaigns.
  2. Reset Dial Status for Voice Broadcast Lead Lists
    Users can now reset the dial status of leads directly from the lead list, eliminating the need to delete and re-upload leads.
    Why it matters?
    1. Saves time by removing manual delete and re-upload steps
    2. Reduces operational errors caused by repeated data handling
    3. Enables quicker re-attempts and smoother campaign optimization
      🔁 Reset Dial Status Button Added
      We’ve introduced a new “Reset Dial Status” button that allows users to quickly reset the calling status of leads directly from the lead list.

🔗 Integrations

1. Meritto CRM Integration

For: USERS

What’s New?

We have added Meritto CRM as an official integration on our Integrations Marketplace. Meritto has built and published its own connector that enables seamless integration between its CRM and our telephony platform. The listing includes an overview, setup guidance, connector access, branding assets, and support links.

What Are the Benefits?

  • Strengthens our partnership and improves visibility for Meritto CRM users.
  • Reduces dependency on our internal teams since the connector is fully owned and maintained by Meritto.

How to Use?

  • Navigate to Integrations Marketplace and select Meritto CRM.
  • Follow the configuration/setup steps provided by Meritto.
  • Access the connector on the CRM.

2. Account Entity Support in Salesforce CRM Dialer Integration

For: USERS

What’s New?

The Salesforce Dialer integration now supports the Account entity across both Sales and Service modules. Agents can search, create, and log calls directly against Accounts, with call logs generated as Tasks. Account handling is now fully enabled across both Opportunity ON and Opportunity OFF configurations.

What Are the Benefits?

  • Broader CRM coverage by adding Accounts as an new entity.
  • Consistent call logging across Leads, Contacts, Accounts, and Opportunities.
  • Seamless alignment with existing workflows—no impact on current Lead/Contact/Opportunity logic.
  • Enhanced flexibility for enterprises that operate heavily on Accounts-centric processes.

How to Use?

  • In the Entity Selection dropdown, select Account (now available for both Opp ON/OFF).
  • On call connect, the system will:
    • Search for matching Accounts → redirect to the record.
    • If not found → auto-create a new Lead/Account as per configured logic.
  • After hangup, call logs will auto-push (Auto Ticket ON) or can be manually saved (Auto Ticket OFF).
  • Works uniformly across Preview, Progressive, Ratio, Manual dials, and all inbound workflows (IVR, Departments, Queues).

3. Toaster for Disabling Integrations in Marketplace

For: USERS ADMIN

What’s New?

A new confirmation dialog has been introduced that prompts users with “Are you sure you want to disable?” whenever an integration is turned off—either for the entire CRM or for any individual agent.

What Are the Benefits?

  • Prevents accidental disabling of integrations.
  • Reduces operational errors and unintended service disruptions.
  • Strengthens governance and admin control over integration settings.

How to Use?

  • When disabling an integration (globally or at the agent level), a confirmation prompt will appear.
  • Select Confirm to proceed or Cancel to abort the action.
  • No additional configuration required—this behavior is now enabled by default across all CRM integrations.

4. Add To/From Number and Call ID in Call Log for Zoho Dialer Integration

For: USERS

What’s New?

Call logs pushed to Zoho CRM now include three additional metadata fields: To Number, From Number, and Call ID.

What Are the Benefits?

  • Strengthens call traceability and audit accuracy.
  • Improves CRM-to-telephony record mapping for troubleshooting and reporting.

How to Use?

  • No action required from users.
  • These fields will automatically appear in Zoho CRM call logs for all inbound and outbound calls.
  • Existing workflows, reports, and automations will continue to function without modification.

5. Entity Creation & Redirection on Connected Status in Salesforce Dialer Integration

For: USERS

What’s New?

Salesforce CTI now supports automatic entity creation and screen-pop redirection at the moment a call reaches the Connected state from any new number —across all dialing methods (Preview, Progressive, Ratio, Manual, and Inbound).
The system will search, create, and redirect to the correct Salesforce record (Lead/Contact/Account/Opportunity) in real time.

What Are the Benefits?

  • Eliminates delays in entity creation and redirection to new numbers.
  • Guarantees seamless compatibility with Opportunity ON/OFF and Auto-Ticket ON/OFF workflows.
  • Enhances agent efficiency with instant background redirection using Salesforce’s native screen-pop.

How to Use?

  • No UI or setup changes required—feature works automatically on Connected status.
  • When a call connects:
    • Salesforce is searched for the number.
    • If found → screen-pop the existing record.
    • If not found → a new record is created and popped automatically.
  • Works out-of-the-box for all call types and routing flows.

🔍 Insights

What’s New?🎉

1. Department Filter in CPD & Call Logs

A new “Department filter” that lets you select an agent’s department and analyze their performance and metrics on both CPD and Call Logs. You can choose up to 5 departments at a time and compare them instantly.

Why it matters:
See patterns across teams in one go and make clearer, faster decisions.

How to check:

  1. Go to Insights
  2. Open CPD or Call Logs
  3. Use the Department filter

Snippet:

2. Disposition Analytics in Dashboard

A dedicated dashboard that shows all your call outcomes in one place with charts, trends, and end patterns. It gives a complete picture of what outcomes occur across all levels most often so that necessary steps can be taken for them.

Why it matters:
It gives teams a crystal-clear view of how every call got handled, uncovers hidden trends in customer interaction outcomes, and helps you take targeted actions to boost positive turns and outcomes.

How to check:

  1. Go to Insights
  2. Select Disposition Analytics from nav bar in the left
  3. View charts, trends, and summaries

Snippet:

3. Video Analytics in Insights

Introducing the “Video Logs” and “Video Detail Page” to monitor and analyse video interactions. These pages provide insights into engagement, video call quality, and performance, helping you track and improve video interactions across calls and teams.

Why it matters:
It gives teams visibility into how video calls are performing, identifies areas for improvement, and helps ensure every video interaction is effective and high-quality with the help of Key metrics and engagement insights.

How to check:

  1. Go to Insights
  2. Open Video logs > Video Detail
  3. Explore quality metrics and engagement insights

Snippet:
Video log page

Video detail page

4. Message Detail Page

A detailed view of every message in a conversation. You can check each message, apply filters, and follow the full message timeline. It provides complete visibility into interactions, making it easier to analyze, audit, and take timely follow-up actions.

Why it matters:
It ensures you never miss any detail in a conversation, helping teams make informed decisions, resolve issues faster, and improve customer interactions.

How to check:

  1. Go to Insights
  2. Open Message Logs from nav bar
  3. Click on “more detail button” from any row to open Message Details

Snippets:

Fixes and Improvements 🐞

1. Dialer Agent Break Summary Report

Fixed the issue where agent names appeared as 0 and 1. Correct names now display properly.

2. Call Stats Visibility

Resolved the issue where call stats were not visible for certain time periods.

⚙️ APIs & Webhooks

New Features:

  1. Agent Disposition Webhook (Post-Call Trigger) - “Disposition Status Updated”

For: AGENT

What’s new?

We have introduced a new webhook event within the HPBX system designed to capture agent-selected dispositions after a call has ended.

Previously, the platform triggered a webhook at the moment a call disconnected (hangup event). However, because agents typically submit dispositions during the post-call wrap-up period, this information was not included in real-time webhook notifications.

With the new enhancement:

  • A dedicated webhook is triggered only after the agent submits the disposition.
  • Both incoming and outgoing calls are supported.
  • Dialer and broadcast calls are excluded.
  • The webhook contains the final disposition details, ensuring downstream tools receive accurate and complete call metadata.
  • The feature functions only when the user is assigned Login-Based Calling and Disposition permissions.

What Are the Benefits?

  1. Real-Time Disposition Data : You now receive disposition updates instantly after agents complete their post-call actions—eliminating delays in reporting and analytics.
  2. Seamless CRM & Analytics Integration: External platforms (CRM, ticketing, BI tools) can now automatically attach disposition data to call logs, customer records, or automation workflows without additional polling or manual entry.
  3. Improved Data Accuracy: Since the webhook is triggered after the agent submits a disposition, this ensures:
  • No missing dispositions
  • No mismatched call logs
  • More reliable performance reporting
  1. Supports Better Quality Management: Supervisors and QA teams get an end-to-end view of agent activity, including:
  • Call metadata
  • Wrap-up reason/disposition
  • Time to disposition
  1. Enables Workflow Automation: Disposition-based automations can now be triggered instantly, such as:
  • Creating or updating CRM cases
  • Triggering follow-up tasks
  • Initiating surveys or feedback sequences
  • Launching next-step workflows based on call outcome

How to Use (Step-by-Step)?:

Step 1: Verify User Permissions - Ensure the agent has:

  • ✔ Login-Based Calling
  • ✔ Disposition Permissions

These are required for the system to capture and transmit disposition data.

Step 2: Configure the Webhook - In the HPBX Admin Portal:

  1. Go to Developer Settings → Webhooks
  2. Click Add Webhook
  3. Choose the “Disposition Status updated” Event
  4. Provide your Webhook Endpoint URL
  5. Save the configuration

Step 3: Agent Completes Call and Submits Disposition - After hang-up:

  • The agent enters wrap-up mode
  • Selects disposition
  • Optionally adds notes
image-20251204-125322.png

Step 4: Webhook Fires After Disposition Submission - Once submitted, the system triggers a webhook that includes:

{
  "disposition_code": "$disposition_code",
  "disposition_name": "$disposition_name",
  "disposition_time_sec": "$disposition_time_sec",
  "disposition_notes": "$disposition_notes",
}
  1. Telecom Circle Support via $billing_circle in API Dialplan

For: ADMIN SUPERVISOR

What’s new?

We have added support for Telecom Circles within the API Dialplan by introducing a new key:

{
  "uuid": "$uuid",
  "call_id": "$call_id",
  "call_to_number": "$call_to_number",
  "caller_id_number": "$caller_id_number",
  "start_stamp": "$start_stamp",
  "billing_circle": "$billing_circle"
}

This new variable provides the caller’s Telecom Circle / Billing Circle, enabling smarter and more location-aware routing decisions.

With this enhancement, API Dialplans can now retrieve and use the caller’s geographic telecom region in real time. This is especially useful for businesses operating across multiple service regions, enabling them to route calls based on state, region, or telecom regulatory requirements.

This variable will be available in the dialplan payload for incoming calls, and can be used like any other API variable.

What Are the Benefits

  • Smarter Call Routing: Route calls automatically based on the caller’s telecom circle, ensuring they reach the right regional team or service queue without manual intervention.
  • Personalized Regional Experience: Deliver localized greetings, language options, and support flows tailored to the caller’s telecom circle for a more relevant customer experience.
  • Higher Operational Efficiency: Reduce unnecessary call transfers and streamline workflows by directing callers to the correct destination from the start.
  • Regulatory & Tariff Alignment: Apply circle-specific routing logic to remain compliant with telecom rules while optimizing cost and operational decisions.
  • Better Visibility & Analytics: Track and analyze call volumes by telecom circle to improve forecasting, staffing, and decision-making.
  • Simplified Development & Integration**:** Use the $billing_circle variable directly in your API Dialplan without needing external databases or lookup tables, reducing complexity for developers.

How to Use (Step-by-Step)

To use the new $billing_circle variable in your API Dialplan:

Access the incoming call payload, which now includes the $billing_circle key alongside existing variables such as uuid, call_id, call_to_number, and caller_id_number.

Within the dialplan logic, reference $billing_circle to implement routing or decision-making based on the caller’s telecom circle. For example, you can route calls to different IVR menus, regional support teams, or specific service queues depending on the value of $billing_circle.

No additional configuration is required to use this variable; it is automatically populated in the dialplan payload for all incoming calls. Developers can use $billing_circle like any other API variable, applying conditional logic, logging, or analytics as needed.

This enables geographically intelligent routing, better customer experience, and more streamlined handling of calls across multiple telecom regions.

image-20251208-074300.png
  1. Migration of Click-to-Call Support API Token Page to React

For: ADMINSUPERVISOR

The Click-to-Call Support API Token Page has been migrated to a React frontend with corresponding backend support. This migration focuses on improving the user interface and overall user experience, making the page visually consistent with other API Connect pages. The core functionality of creating, updating, and managing API tokens remains unchanged.

What’s new?

  • React Frontend Migration – The page is now fully responsive, modern, and aligned with other API Connect pages.
  • Cleaner Token Listing Page – The token table now displays:
    • Total token count
    • Enabled token count
    • Disabled token count
  • Enhanced Destination Selection – Users can now:
    • Select a category first (e.g., Department, Agent).
    • Then choose the destination from a filtered list based on the selected category.
  • Improved Layout and Visual Consistency – The page now follows the standard design conventions of the API Connect portal, making navigation intuitive.

What Are the Benefits?

  1. Better Usability – A clean and organized interface makes token management easier.
  2. Quick Overview of Token Status – Instantly see total, enabled, and disabled token counts.
  3. Streamlined Destination Selection – Reduces errors and improves efficiency when creating or editing tokens.
  4. Consistency Across Portal – Aligns with other API Connect pages, providing a uniform experience for users.
  5. Future-Proof Design – React frontend enables faster enhancements and smoother performance in upcoming updates.

How to Use (Step-by-Step)?

Step 1: Access the Page

  • Navigate to the Click-to-Call Support API Token Page in the API Connect portal.
image-20251208-073833.png

Step 2: View Token Listing

  • The main page displays all existing API tokens.
  • The top section shows:
    • Total Tokens
    • Enabled Tokens
    • Disabled Tokens
  • Tokens are displayed in a clean, sortable table for easy browsing.
image-20251208-073801.png

Step 3: Create or Update a Token

  1. Click Create Token or select an existing token to edit.
  2. Select Destination Type:
    • Choose the category first (e.g., Department, Agent).
    • Then select the destination from the filtered list.
  3. Enter other required details (e.g., token name, permissions) and click Save.
image-20251208-073725.png
  1. Enhance Smartflo Contact API to Return Contact ID on Overwrite Updates

For: ADMINSUPERVISOR

What’s new?

The Smartflo Contact API now returns the Contact ID when updating an existing contact using the duplicate_option: "overwrite" parameter.

Previously, even though the contact update operation succeeded (indicated by "success": true), the API response returned "id": null. This made it difficult for clients or downstream systems to identify the specific contact record that was updated.

With this enhancement, the API response will include the actual Contact ID against which the update has been applied whenever the overwrite option is used.

What Are the Benefits?

  • Improved Data Traceability - Clients and downstream systems can now directly identify which contact record was updated.
  • Simplified Integrations - CRM systems or third-party applications can handle updates efficiently without needing additional API calls to fetch the updated contact.
  • Reduced API Overhead - Eliminates the need for an extra call to retrieve contact details after an update, improving performance and reducing network usage.
  • Consistency and Transparency - Ensures that the API response clearly reflects the actual operation performed, making integrations more predictable.

How to Use (Step-by-Step)?

Endpoint

PUT [https://api-smartflo.tatateleservices.com/v1/contact/{Contactid}](https://api-smartflo.tatateleservices.com/v1/contact/%7BContactid%7D)

Request Body Example

{
  "field_0": "9196XXXX4701",
  "field_1": "Kajal Testing",
  "duplicate_option": "overwrite"
}

Parameter Details

  • field_0, field_1, ... – The contact fields to be updated.
  • duplicate_option – Determines how duplicates are handled.
    • "overwrite" → Updates the existing contact if a duplicate is found.

Current Response (Before Enhancement)

{
  "success": true,
  "message": "Contact updated successfully.",
  "id": null,
  "count": 1
}

Expected Response (After Enhancement)

{
  "success": true,
  "message": "Contact updated successfully.",
  "id": "CONTACT_ID",
  "count": 1
}

Step-by-Step Usage

  1. Prepare the request payload with the contact fields to be updated.
  2. Set duplicate_option to "overwrite" if you want the API to update an existing contact when a duplicate is found.
  3. Make a PUT request to the API endpoint with the relevant Contactid.
  4. On success, the response will now include the id of the contact that was updated.
  5. Use the returned id for any downstream processing, logging, or integration purposes.

💻 Console

1. Download Users

For: Customer

What’s new?

  1. We’ve enhanced the Download Users report by adding several new fields to give you deeper visibility into user details and activity. The updated report now includes:
  2. User group and department
    1. Access permissions (User CDR, DID CDR, Active Call Access, etc.)
    2. Configuration details (Calling User, Interaction Hub, Outbound Call Block, Disposition Enabled)
    3. Agent details (Agent ID, Status)
    4. User lifecycle information (Creation, Deletion, Last Login, Last Password Change)

What are the benefits?
Easily audit user activity and review current user statuses without manual checks or multiple navigation steps.

How to use?

  • Go to All Users → More Actions → Download Users.
  • You can view your last five downloaded reports under Downloaded User Files.
image-20251208-133826.png image-20251208-133937.png

Note: Deleted users will also appear in the report.

📶 VOICE Streaming and SIP Trunking

1. Support for Custom Parameters in Dynamic Websocket URL

For: ADMIN SUPERVISOR DEVELOPER

What It Is

We’ve introduced support for adding custom static key-value pairs during the configuration of Dynamic WebSocket URLs for VOICE Streaming. These parameters can now be sent as query or body parameters when the platform hits the API to fetch the WebSocket URL.

What Are the Benefits?

  • Enables the Voice AI Platform to receive additional static variables during the WebSocket URL fetch process.
  • Improves flexibility for developers integrating custom logic or identifiers into the Voice Streaming workflow.

How to Use (Step-by-Step)

  1. Go to:
    Settings → Channels → Voice Streaming
  2. Click Add an Endpoint
  3. The default Endpoint Type will be Static URL
  4. Fill the following:
    • Name
    • Description
  5. Select Dynamic in Endpoint type.
    • Choose GET or POST
    • Add the API URL provided by the AI vendor
    • Configure Query Params, Headers, or Body Params
    • You may use the supported dynamic variables or add a static key-value pair.
image-20251208-115552.png image-20251208-115620.png
  1. Use the Preview Panel
    • Verify the request payload with actual sample values
  2. Click Save
    • Then toggle Status → Enabled