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Smartflo February 2026 Product Release Notes

Hosted PBX

1. Call origin tracking introduced to distinguish Agent-Initiated vs API-initiated calls in CDRs

For: Admins/Supervisors

What’s new?

With the new call origin tracking in place, the CDRs for agent-initiated outgoing calls and API-initiated click-to-calls will now be distinguishable in the Call Logs under Insights.

What are the benefits?

Easily identify which call was initiated by the agent vs which call was initiated via an API call.

How to use?

No changes required for implementation, simply go to Insights->Call Logs and check for the “Outgoing” and “Click to Call API” solution type.

2. Direct Dial enabled for outgoing calls initiated via Interactions Hub using WebRTC

For: Admins / Agents

What’s new?

Agents can now place Direct Dial outgoing calls directly from the Interactions Hub when using WebRTC, without having to answer a session call (click-to-call).

What are the benefits?

• Faster call setup and reduced call friction for agents
• Seamless outbound calling experience directly from the browser
• Improved productivity with fewer call initiation steps

How to use?

Ensure the agent is logged in to the Interactions Hub with WebRTC enabled and initiate an outgoing call from Interactions Hub as usual. Direct Dial will be used automatically - no additional configuration required.

3. VDR data is now pushed via Webhooks for improved reporting and insights

For: Admins / Developers

What’s new?
Video Detail Records (VDR) are now automatically pushed via webhooks, enabling near real-time data delivery to external systems.

What are the benefits?

• Faster access to video call data for reporting and analytics
• Reduced dependency on manual data pulls
• Easier integration with CRMs, BI tools and internal dashboards

How to use?
Configure the webhook endpoint in the platform settings. Once enabled, VDR data will be pushed automatically - no changes required in call flows.

4. Meta Session Expired chat interactions are now clearly tagged and filterable in Interaction Hub

For: Users

What’s new?
Chat interactions that end due to Meta session expiry are now clearly tagged as Session Expired within Interaction Hub.

What are the benefits?

• Better visibility into chat drop-offs caused by Meta Session limitations
• Clear differentiation between active session and session-ended chats
• More accurate chat performance and resolution analysis

How to use?
Go to Interaction Hub → Chats and use the new Session Expired tag or filters to identify and analyze these interactions.

5. Message delivery status timestamps corrected to reflect actual event times

For: Admins / Supervisors

What’s new?
Message Detailed Records (MDR) now display accurate timestamps corresponding to the actual delivery and status update events.

What are the benefits?

• Improved accuracy in message delivery analytics
• Better SLA tracking and audit readiness
• Increased trust in MDR-based insights and reports

How to use?
No action required. All MDR reports and Insights dashboards will now reflect corrected timestamps automatically.

6. Improved SIP extension session handling to prevent call failures due to session expiry or re-registration

For: Users

What’s new?
Enhancements have been made to SIP extension session management to handle expiry and re-registration scenarios more gracefully.

What are the benefits?

• Reduced call drops and failed call attempts
• More stable SIP-based calling experience
• Improved reliability for long-running agent sessions

How to use?
No configuration changes required. Improvements are applied automatically to all SIP extensions.

7. Dual Trunk (Agent + C2C) support introduced with account-level toggle control for Click to Call

For: Admins

What’s new?
Dual Trunk support is now available for Click to Call, allowing separate trunks for:

• Leg A (080 – Agent)
• Leg B (160 – Customer)
  This can be controlled via an account-level toggle.

What are the benefits?

• Better call routing and cost optimization
• Improved flexibility in trunk usage for Agent vs Customer legs
• Enhanced control over Click to Call call flows

How to use?
Enable the Dual Trunk toggle at the account level and configure separate trunks for Agent and Customer legs as required.

Insights 🚀

1. Message Performance Dashboard

For: Users/Admin/Supervisor

What's New?

Introducing the Message Performance Dashboard, a comprehensive analytics hub in Insights dedicated to messaging metrics. This new dashboard provides detailed visibility into message-level performance, delivery rates, and communication patterns, helping you track and optimize your messaging operations all in one centralized location.

What are the benefits?

• Centralized view of all messaging metrics and performance indicators
• Real-time insights into message delivery rates and success patterns
• Enhanced ability to identify and troubleshoot messaging issues quickly
• Improved decision-making with comprehensive message analytics

How to use?

1. Go to Insights
2. Click on the message icon
3. Explore the message dashboard and key metrics

Snippet

2. New Widgets in Call Performance Dashboard

For: Users/Admin/Supervisor

What's New?

Enhanced Call Performance Dashboard with three new critical metrics widgets: Answered Call Percentage, SLA Percentage, and Average Handling Time (AHT). These additions provide a more comprehensive view of call center performance directly within your dashboard.

What are the benefits?

• Access key performance indicators without building custom dashboards
• Monitor SLA compliance and customer satisfaction in real-time
• Track operational efficiency through AHT and answer rate metrics
• Make data-driven decisions with comprehensive call analytics at your fingertips

How to use?

1. Go to Insights
2. Navigate to Call Performance Dashboard
3. View the new widgets: Answered Call %, SLA % and AHT

3. Video Performance Dashboard

For: Users/Admin/Supervisor

What's New?

Introducing the Video Performance Dashboard in Insights, providing comprehensive analytics for video communication metrics. This dedicated dashboard gives you detailed visibility into video call quality, usage patterns, and performance indicators to help optimize your video communication experience.

What are the benefits?

• Centralized analytics for all video communication metrics
• Monitor video call quality and identify performance issues proactively
• Track video usage patterns and engagement levels
• Improve video communication strategy with data-driven insights

How to use?

1. Go to Insights
2. Click on Video
3. Explore the dashboard and key metrics

Snippet

4. Performance Optimization - Agent and Call Status

For: Users/Admin/Supervisor

What's New?

Backend performance improvements with optimized database indexing for agent and call status data retrieval. New indexes have been implemented to significantly enhance the speed and efficiency of accessing agent availability and call status information across the platform.

What are the benefits?

• Faster loading times for agent status displays
• Improved call status query performance and responsiveness
• Enhanced overall system performance for real-time monitoring
• Better user experience with reduced wait times

How to use?

No action required - this is an automatic backend improvement that enhances the performance of existing features.

5. Call Logs Navigation Update

For: Users/Admin/Supervisor

What's New?

Updated navigation flow for accessing call records. The CDR icon now directs you to the new Call Logs page by default, providing a modern and improved interface for managing call records. The legacy CDR page remains accessible via a dedicated button within Call Logs for users who need it during the transition period (legacy CDR will be deprecated on March 20th).

What are the benefits?

• Seamless transition to the enhanced Call Logs interface
• Improved user experience with modern call record management
• Continued access to legacy CDR features during transition period
• Better navigation and workflow efficiency

How to use?

1. Click on the CDR icon from the portal- this now opens the Call Logs page
2. To access the legacy CDR page, click on the “OLD CDR" button available in the Call Logs page

6. Disposition Dashboard - Alignment and Usability Improvements

For: Users/Admin/Supervisor

What's New?

Enhanced Disposition Dashboard with improved visual alignment and better usability of key metrics. The dashboard layout has been optimized for easier data visualization and analysis, making it more intuitive to track and understand disposition patterns.

What are the benefits?

• Improved visual clarity with better-aligned dashboard elements
• Enhanced readability of key disposition metrics
• More intuitive user experience for disposition analysis
• Faster insights with organized and accessible data presentation

How to use?

1. Go to Insights
2. Navigate to Disposition Dashboard
3. View the improved layout and key metrics

Snippet

Bug Fixes 🐞

1. Gateway Timeout in Dialer Agent Time Entry
   Fixed the issue where heavy data loads caused gateway timeouts when downloading Dialer Agent Time Entry reports. Reports now download successfully for maximum time ranges.
2. Duplicate Webform Report Entries
   Fixed the issue where multiple webform reports were being generated for a single call ID. Now only one webform report is created per call.
3. Dialer Agent Performance and Break Summary Report
   Fixed the issue where agent names were displaying as numbers instead of actual names in monthly reports when using the "Send Now" option.
4. Discrepancy in CDR and Agent Performance Report In-Call Time
   Fixed the issue where In-Call Duration in Agent Performance Report did not match the Outbound Duration in CDR for the same date. Both reports now display consistent call duration values.

API and Webhook

1. Migrate All Accounts to Kafka-Based Call Routing and Remove Kafka Webhook Toggle from Account Settings

For: Users/Admin/Supervisor

What's New?

Kafka-based webhook routing is now the default architecture for all newly created accounts.

The Kafka Webhook toggle has been removed from account configuration to simplify setup and standardize call and webhook routing. For new accounts, all call events and webhook logs are automatically routed through the Kafka-based pipeline.

For existing customers, Kafka-based routing will be enabled as part of a phased migration plan.

What are the benefits?

• Standardized and reliable webhook routing: Ensures new accounts start with the recommended Kafka-based architecture by default.
• Simplified account configuration: Removes the need for manual toggle-based enablement in the UI.
• Reduced risk of misconfiguration: Prevents incorrect routing setups for new customers.
• Improved scalability and performance: Kafka-based routing offers better durability and handling of high-volume call events.
• Controlled rollout for existing customers: Phased migration minimizes risk and ensures continuity for current integrations.

How to use?

1. For New Accounts

• Kafka-based webhook routing is enabled by default.
• No configuration is required in the UI.
• All call events and webhook logs are routed via:
  Kafka → Service

2. For Existing Accounts

• Kafka-based routing will be enabled as part of a phased migration.
• If early enablement or any changes are required, please initiate a request with the Product team.

3. Unique Caller Attempt Handling

• The Unique Caller Attempt option:
  • Remains disabled at the backend
  • Is not configurable or exposed via the UI

2. Click-to-Call Support API: Unified call_timeout Behavior Across All Routing Destinations

For: Users/Admin/Supervisor

What's New?

The call_timeout parameter in the Click-to-Call Support API has been enhanced to apply to all call destinations, including automated systems such as IVR, voice bots, queues, and auto attendants.

Earlier, call_timeout was enforced only when the call was connected to an agent or agent extension. With this update, the timeout logic now starts when the customer answers the call and continues seamlessly across every stage of the call flow, regardless of routing.

What are the benefits?

• End-to-end call duration control: Using call_timeout (for example, 300 seconds in the request payload) ensures the total call duration is capped from the moment the customer answers.
• Consistent behavior across all destinations: The timeout is now honored for IVR, bots, queues, voicemail, and agents—eliminating destination-specific inconsistencies.
• Protection against long or looping automated flows: Prevents calls from remaining active due to extended IVR menus, bot retries, or long queue wait times.
• Better cost and resource management: Helps optimize platform usage and telephony costs by automatically terminating calls once the defined duration is reached.
• No changes to existing integrations: Customers can continue using the same API structure—simply setting call_timeout activates the enhanced behavior.

How to use?

Include the call_timeout parameter in your Click-to-Call Support API request body.

Sample Request Body

{
  "async": "1",
  "api_key": "ceed8eXXXXXXXXX881d62fa11",
  "customer_number": "9196XXXX700",
  "call_timeout": 300,
  "custom_identifier": "Custom Identifier",
  "caller_id": "918XXXX031",
  "customer_ring_timeout": 15
}

How It Works

• The timeout timer starts when the customer answers the call.
• The configured duration (call_timeout) includes:
  • ✔ IVR interaction time
  • ✔ Voice bot interaction time
  • ✔ Queue wait time
  • ✔ Agent talk time (if connected)

Once the specified duration is reached, the call is automatically terminated, regardless of the destination currently handling the call.

3. C2C Support Enhancement: Search and Retrieve CDP Data Using API Key

For: Users/Admin/Supervisor

What's New?

C2C Support users can now search and retrieve API key details directly using a valid API key on the CDP List page. This enhancement makes it easier to quickly locate the most recent API key information without navigating through multiple records or relying on indirect identifiers.

What are the benefits?

• Faster API key lookup: Instantly find the latest API key details by searching with the API key value itself.
• Improved operational efficiency: Reduces time spent manually scanning CDP records or cross-checking configurations.
• Accurate and up-to-date results: Ensures users always retrieve the latest API key data associated with the searched key.
• Better troubleshooting and support: Enables quicker investigation of API-related issues during integrations and live operations.

How to use?

• Navigate to the CDP List page under C2C Support.
• Use the search bar provided on the page.
• Enter a valid API key in the search field.
• The system will display the latest API key details matching the entered value.

4. Unified Login Block Enforcement Across Web and Softphone Clients

For: Users/Admin/Supervisor

What's New?

Login block enforcement has been enhanced to ensure consistent authentication behavior across all login channels. Previously, blocking a user’s web login prevented access only through the web application. With this update, the same restriction is now enforced at the API level, ensuring that users whose web login is blocked cannot authenticate via softphones either.

This change addresses a reported customer issue and closes a security gap in authentication handling.

What are the benefits?

• Consistent access control across platforms: A single login block now applies uniformly to web applications and softphone clients.
• Prevents restriction bypass: Blocked users can no longer bypass access controls by logging in through softphones.
• Improved security and compliance: Ensures centralized enforcement of user access policies at the authentication layer.
• No impact on valid users: Existing login and authentication flows remain unchanged for users who are not blocked.

How to use?

• Continue using the existing user login block functionality as before.
• When a user is marked as web-login blocked:
  • ❌ Web application login is denied
  • ❌ Softphone login is denied
• Authentication APIs now automatically validate the user’s web login block status during login attempts.

No additional configuration or API changes are required from the customer side.

Messaging📲

1. WhatsApp Interactive Messages

For: Users

What’s New?
WhatsApp now supports interactive messages, allowing users to engage using buttons and quick replies for a more guided conversation experience.

What are the benefits?

• Faster and more intuitive customer responses
• Reduced free-text errors
• Improved engagement and conversion
• Structured, guided conversations

🐞 BUG FIXES

1. Image Caption Issue – Send Media Message

Issue:
Image captions were missing when sending image media messages (Kevit Public).

Resolution:
The caption field is now correctly sent and stored while sending image media messages, ensuring complete and consistent message delivery.

2. Template Button Webhook Handling

Issue:
Button-type message callbacks from Meta and Kevit Public were not being handled correctly, leading to missed or unprocessed button replies.

Resolution:
Button reply callbacks are now correctly detected, parsed, stored as messages, and appropriate Kafka events are emitted without impacting existing workflows.

📲 Dialer

1. Ratio Dialer Functionality for “Dial-Out-Each” Agent Type

For: Users/Admin/Supervisor

What's New?

Introduced ratio dialing capability for campaigns using the Dial-Out-Each agent configuration. Admins can now define a dialing ratio that automatically controls how many calls the system places per available agent. The calls are first connected to customer and then the agents

What are the benefits?

• Provide an alternate connection method in case of unstable internet.
• Provide an additional connection type to agents.

How to use?

Go to Campaign Settings › Agent Setting › Agent Connection Method
Select Dial-Out-Each Call and save the settings.

2. Dialer Auto Reconnect

For: Users/Admin/Supervisor

What's New?

The agent dialer will now automatically attempt to reconnect if there’s a temporary network disruption

What are the benefits?

• Reduces call drops caused by brief connectivity issues.
• Minimizes manual intervention during reconnection.
• Improves agent stability in low-bandwidth environments.

How to use?

If disconnected, the system will auto-reconnect once connectivity resumes.

3. Multi-Select and Search in Agent-wise Manual Dial

For: Admin/Supervisor

What's New?

Admins can now search and select multiple agents at once while enabling manual dial permission

What are the benefits?

• Speeds up campaign setup and manual call assignment.
• Makes large-scale manual dialing management more efficient.

How to use?

Navigate to Dialer Campaigns› Manual Dial › Agent-wise View.
Use the new search bar or checkboxes to select multiple agents simultaneously.

4. Agent Panel Optimization: Socket to API (Phase 1)

For: Backend Optimization

What's New?

Backend communication between the agent panel and dialer is now partially migrated from socket-based to API-based architecture.

What are the benefits?

• Faster interface response and improved platform stability.
• Reduced memory load and better scalability for large teams.

How to use?

No agent action required. This change is applied automatically in the background; the agent panel continues to function as usual but with smoother performance.

5. Campaign Hold Prompt During Transfer

For: Admin/Supervisor

What's New?

When an agent initiates a call transfer, the system now plays a customized Hold prompt
(Can be configured in Campaign Settings) to the customer while the transfer is being established.

What are the benefits?

• Provides a smoother customer experience during transfers.
• Eliminates dead-air perception while waiting for the next agent.

How to use?

Navigate to Dialer Campaigns› Additional Setting › Music on Hold
Select the hold prompt and save,

7. Redial Option on Disposition Popup

For: Users

What's New?

Agents can now directly redial a call number from the disposition popup after ending a call.

What are the benefits?

• Saves time when an immediate retry is required.
• Prevents agents from navigating away from the workflow.
• Improves first-contact resolution for invalid or dropped calls.

How to use?

After completing a call, when the disposition window appears, click the Redial button next to the contact number to instantly initiate a call retry.

8. Clear Logout Notification on Forced Logout

For: Users

What's New?

If an agent is forcefully logged out by a supervisor a clear popup notification now appears informing the agent of the event.

What are the benefits?

• Reduces confusion about unexpected disconnections.
• Ensures agents know when they’ve been logged out.
• Improves transparency and operational communication.

How to use?

The message appears automatically upon forced logout, with appropriate reason text (e.g., “You were logged out by Admin

🐞BUG Fixes

• Issue: CSAT report was showing inconsistent values for the same time range and filter set.
  Resolution: Standardized the CSAT calculation and data aggregation logic so the report now consistently reflects accurate scores.
• Issue: Outbound logs showed the correct lead name, but inbound calls from the same saved numbers appeared as “Unknown” in agent call logs.
  Resolution: Fixed the caller ID–to-lead mapping so incoming calls from saved leads now correctly display the lead name.
• Issue: Dialer agent performance report was displaying incorrect metrics for agent activity and productivity.
  Resolution: Corrected the report query and metric calculations so agent performance numbers now match actual system activity.
• Issue: Wrap-up duration shown in the UI/reports did not match the agent’s actual time spent in wrap-up state.
  Resolution: Fixed the state-tracking logic so wrap-up time is now recorded and displayed accurately.

📶 VOICE Streaming and SIP Trunking

1. Test Connection for VOICE Streaming

For: Admin/ Supervisor/ Developers

What It Is

During customer onboarding for VOICE Streaming, failures in establishing a WebSocket connection with the customer’s VOICE Bot platform often result in calls being disconnected automatically, as per failure-handling logic. Until now, Operations teams had limited visibility into why the connection failed, leading to dependency on engineering teams for troubleshooting.

With this release, we have introduced a Test Connection feature for VOICE Streaming. This allows users to proactively validate connectivity to the configured WebSocket endpoint (Static or Dynamic) and view real-time success or failure responses—without placing an actual call.

What Are the Benefits?

• Faster Onboarding & Troubleshooting: Instantly identify connectivity issues (invalid URL, auth failure, timeout, etc.) before going live.
• Reduced Engineering Dependency: Enables Operations and Support teams to diagnose issues independently without escalating to engineering.
• Improved Customer Guidance: Clear error messages help teams guide customers to fix issues on their WebSocket servers quickly.
• Higher First-Call Success Rate: Validating endpoints beforehand minimizes call drops during initial production testing.

How to Use (Step-by-Step)

1. Navigate to Channels → Voice Streaming.
2. Open your existing VOICE Streaming configuration (Static or Dynamic endpoint).
3. Click on Test against the configured endpoint.
4. The Test Endpoint Connection modal will open and automatically start the test.
5. Review the result in the modal terminal:
   • Success: Endpoint is reachable and ready for streaming.
   • Failure: Detailed error message indicating the cause of failure (e.g., invalid URL, auth issue, timeout).

2. Enable Authorization in VOICE Streaming for Secure Integration with Third-Party VOICE AI Platforms (Static WebSocket Endpoints)

For: Admin/ Supervisor/ Developers

What It Is

You can now configure authentication headers while setting up Static WebSocket (wss://) endpoints in VOICE Streaming. This allows Acefone to securely authenticate itself during the WebSocket handshake when connecting to third-party VOICE AI platforms that require API keys or authorization headers.

This enhancement ensures that authorization is validated before media streaming begins, making VOICE Streaming compatible with security-first AI platforms.

What Are the Benefits?

• Secure Partner Integrations: Enables Acefone to authenticate itself while establishing WebSocket connections with third-party VOICE AI platforms.
• Enterprise & Partner Readiness: Ensures compatibility with AI platforms that enforce API key or authorization header–based access control on WSS endpoints.
• Reduced Integration Friction: Standardizes authorization handling for VOICE Streaming, speeding up POCs, onboarding, and enterprise deployments.
• Improved Compliance: Meets security requirements for enterprises that mandate authenticated WebSocket connections.

How to Use (Step-by-Step)

1. Go to Channels → Voice Streaming
2. Click Add an Endpoint
3. By default, the Endpoint Type will be Static URL
4. Fill in the following details:
   • Name
   • Description
5. Under Endpoint Type → Static URL:
   • Paste the wss:// bot WebSocket URL
   • Configure the required Authentication Headers (e.g., Authorization, API Key)
6. Click Save
7. Toggle Status → Enabled to activate the endpoint.

INTEGRATIONS

1. Support PersonMobilePhone for Searching | Salesforce | All Platforms | Dialer

For: Users/Admin/Supervisor

What’s New?

Salesforce Dialer search has been enhanced to correctly resolve Person Accounts by mapping the phone number from the PersonMobilePhone field whenever the standard Phone field is empty or unavailable.

What Are the Benefits?

• Ensures Person Accounts are discoverable during call search.
• Eliminates false “no record found” scenarios for consumer-based Salesforce orgs.
• Maintains backward compatibility with existing Lead and Business Account searches.
• Improves accuracy of call routing, screen-pop, and call logging.

How to Use?

• No configuration changes required.
• During dialing, the system will automatically use Phone when present and fall back to PersonMobilePhone for Person Accounts.
• Works seamlessly for all outbound calls across platforms.

2. MD365 Dialer Integration Parity Enhancements | Microsoft Dynamics 365 | All Platforms

For: Users/Admin/Supervisor

What’s New?

The Microsoft Dynamics 365 Dialer integration has been upgraded with multiple functional enhancements to bring it at parity with our other CRM Dialer integrations. This includes support for improved entity redirection, enhanced case and activity handling, additional phone and metadata fields, auto-ticketing improvements, callback scheduling, and better call log attribution.

What Are the Benefits?

• More accurate entity resolution and activity redirection for Leads, Accounts, and Contacts.
• Improved case creation and auto-ticketing behavior based on most recent entity context.
• Richer call logs with additional metadata including agent name and extended phone fields.
• Consistent user experience aligned with other CRM Dialer integrations.
• Increased reliability via API version and SDK version compatibility checks.
• Reduced manual work with support for callback scheduling and optional Click-to-Dial (C2D).

How to Use?

• No additional setup required for existing customers.
• Agents will automatically see enhanced dropdowns and improved redirection during calls.
• Call logs and cases will now include additional fields and agent information.
• Auto-ticketing, callbacks, and activity mapping will follow the latest enhanced logic by default.

3. Auto Ticket Creation for Missed IVR Calls | Zoho CRM | All Platforms (IDEA - 523)

For: Admin/Supervisor

What’s New?

Zoho CRM integration now supports Automatic Ticket Creation when an incoming call is missed at the IVR level (i.e., the call does not reach any agent). A new backend trigger identifies such missed IVR calls and creates a ticket in Zoho Desk.

What Are the Benefits?

• Ensures no customer call is lost or untracked.
• Improves visibility of missed IVR calls for follow-up and resolution.
• Strengthens customer experience by enabling proactive outreach.
• Aligns IVR handling with agent-missed call ticketing behavior.

How to Use?

• Need to setup custom webhook as per customer demand.
• When a call is missed at IVR, a ticket will be auto-created in Zoho CRM.
• Ticket will contain relevant call details for agent follow-up.

CONSOLE

1. Download option on the My Numbers page

For: Users

What It Is

You can now download the data from the My Numbers page. The downloaded file includes all existing numbers and their details

What Are the Benefits?

• Helps in preparing bulk user uploads
• Enables bulk appending of Caller IDs
• Useful for audits and internal record-keeping
• Makes data review and management faster and more reliable

How to Use (Step-by-Step)

1. Go to My Numbers page
2. Click Export Numbers

📞 CAMPAIGNS

1. DTMF Option provided in Auto Attendant for Broadcast New Architecture

For ADMIN

🆕 What’s New?
Modified Auto Attendant to support Press 1 and Press 2 option.

🌟 What Are the Benefits?

Greeting message can be played which capturing customer DTMF input.

🧭 How to Use?
Edit auto attendant and enable DTMF option and configure the greeting recording.