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Smartflo January 2026 Product Release Notes

Dialer

1. Hold Music in Call Recordings For: ADMIN

🆕 What’s New?

Hold music played during the call is now included in the call recordings. This ensures complete audio capture for both agent and customer perspectives.

🌟 What Are the Benefits?

• Provides full playback context during QA or compliance reviews.
• Enhances transparency in customer experience monitoring.
• Eliminates gaps in recordings when calls go on hold.

🧭 How to Use?

No action required. Hold music will automatically be captured in all future recordings once the feature is live.

2. Agent Idle Time added in Dialer Agent Panel For: AGENT

🆕 What’s New?
A new metric — Agent Idle Time — has been added to the Dialer Agent Panel. It tracks the amount of time an agent remains idle between calls or tasks.

🌟 What Are the Benefits?

1. Enables better productivity tracking and workforce planning.
2. Helps identify inefficiencies or underutilization periods.
3. Provides the agent with accurate data for shift optimization.

🧭 How to Use?
Agents can view Idle Time in the Dialer Agent Panel. No additional setup is required.

3. Logout Option During Break For: AGENT

🆕 What’s New?
Agents can now log out of the system even while in a “Break” state. Previously, agents had to resume before logging out; this restriction has been removed.

🌟 What Are the Benefits?
• Simplifies end-of-shift workflows.
• Prevents agents from being stuck in back-to-back calls in high call flow.
• Reduces dependency on supervisor intervention for logouts.

🧭 How to Use?
While on Break, select Logout. The system will close your session instantly.

4. CSAT Support for Transferred and Conference Calls For: AGENTADMIN

🆕 What’s New?
Customer Satisfaction (CSAT) surveys are now supported for calls that were transferred or part of a conference. The system ensures that post-call surveys trigger correctly in these scenarios.

🌟 What Are the Benefits?
• Captures customer feedback on full multi-agent interactions.
• Provides more complete insights into transferred and Conference Calls.
• Improves overall CSAT response coverage across call types.

🧭 How to Use?
No configuration change needed. CSAT settings defined under campaign will automatically apply to transferred and conference calls.

5. Beep Sound in Voicemail For: ADMIN

🆕 What’s New?
Customers will now hear a beep before voicemail recording begins.

🌟 What Are the Benefits?
• Ensures customers are aware the recording has started.
• Makes voicemail interactions more professional and standard-compliant.
• Avoids missed or incomplete messages.

🧭 How to Use?
When an Customer reaches voicemail, the system will automatically play the beep tone before recording begins. No manual action required.

6. Callback from Call Logs (Even with Manual Dial Disabled) For: AGENT

🆕 What’s New?
Agents can now initiate callbacks directly from Call Logs, even if manual dialing permissions are disabled. This provides a controlled yet flexible way to reconnect with customers.

🌟 What Are the Benefits?
• Maintains compliance by restricting unsolicited dials while enabling necessary follow-ups.
• Simplifies missed call handling and callback workflows.
• Improves agent efficiency and reduces dependency on admin overrides.

🧭 How to Use?
Go to Agent Panel → Call Logs → Hover over a past call → Select Callback.
The system will automatically place the call using campaign controls without needing manual dial access.

🐞 Bug Fixes
Issue: Active agents were not appearing correctly under Manage Campaigns, causing confusion in agent allocation
Resolution: Fixed the sync logic so all currently active agents now display accurately in the Manage Campaigns view
Issue: Call recordings were missing in the CDR for certain answered calls, impacting QA and compliance review.
Resolution: Fixed the recording linkage so all eligible answered calls now have their recordings correctly attached in the CDR

🏆 Unified Interactions Experience (UIX)

Hosted PBX

1. Answering Machine Detection (AMD) – Beta

For: SUPERVISORS ADMIN

What’s New

A new Answering Machine Detection (AMD) status has been introduced in Call Detail Records (CDR) and reporting. Calls are now classified as Human or Machine based on AMD detection. This feature is currently in beta, and detection accuracy will continue to improve over time.

What Are the Benefits

Supervisors and admins can clearly distinguish between calls answered by a real person versus an answering machine. This enables better call analysis, reporting accuracy, and outcome evaluation.

How to Use

This feature is available on request. Once enabled by the Support team, the AMD status will be visible under Insights → Call Logs → More Details for each call.

2. Sticky Agent Failover – Hangup / Drop Call Option

For: SUPERVISORS ADMIN

What’s New

A new “Hangup / Drop Call” option has been added to Sticky Agent failover settings. When enabled, if the assigned sticky agent is unavailable or does not answer, the call will be dropped instead of being routed to another agent.
The existing “Follow Department Strategy” option remains available and continues to route the call to another agent when the sticky agent is unavailable.

What Are the Benefits

Ensures callers are connected only to their assigned sticky agent, avoiding repeated explanations and maintaining conversation continuity.

How to Use

Navigate to Services → Department → Edit Department, and select “Hangup / Drop Call” under the Sticky Failover setting.

3. Department Agent Selection Enhancements

For: SUPERVISORS ADMIN

What’s New

Agent selection within departments has been enhanced with pagination and an improved multi-select experience. This supports departments with a large number of agents and improves usability when selecting more than 20 agents.

What Are the Benefits

Managing large departments is now easier and more efficient. Agent selection and review are clearer, faster, and more scalable.

How to Use

Go to Services → Department → Edit Department and use the updated agent selection interface.

Interactions Hub

1. Auto-Answer for Outgoing Calls

For: AGENT

What’s New

Outgoing calls initiated from the Interactions Hub web interface are now placed directly, without requiring agents to answer an initial session call. Calls are established automatically using the WebRTC adapter.
On the Connect mobile app (Android/iOS), outgoing calls continue to be initiated via the Click-to-Call (C2C) flow, as direct dial is not supported within the app.

What Are the Benefits

Reduces friction for agents and speeds up outbound calling by eliminating the extra session-call step on the web.

How to Use

No action required. When placing an outgoing call from Interactions Hub on the web, the call will now connect directly.

2. Active vs Inactive Chat Segregation

For: AGENT

What’s New

Chat interactions are now clearly segregated based on Meta session status within the My Chats section. Inactive sessions are marked with an “Inactive” tag and can be filtered out using the available filters.

What Are the Benefits

Improves visibility into active conversations and reduces clutter caused by expired or inactive chat sessions.

How to Use

Open My Chats in Interactions Hub and use the filters to view or hide inactive chat sessions.

3. Media Adapter Enhancements

For: AGENT

What’s New

Media handling has been enhanced with separate adapters for different vendors and communication types (such as WhatsApp via Meta and SMS). This improves how media uploads and sends are processed.

What Are the Benefits

Increases reliability, scalability, and overall stability of media sharing across channels.

How to Use

No action required. Media handling improvements apply automatically.

4. Handling Interactions Linked to Deleted Contacts

For: AGENT

What’s New

Interactions associated with deleted contacts are now displayed in a read-only state. A clear “Deleted Contact” label is shown within Interactions Hub.

What Are the Benefits

Prevents unintended actions on deleted contacts and provides clear context to users.

How to Use

No action required. Interactions linked to deleted contacts will automatically appear as read-only.

5. Cache Invalidation for Contacts and Channels

For: AGENT

What’s New

Cache invalidation has been implemented for contact and channel data during update and delete actions. Previously, stale cached data could persist for up to 30 minutes.

What Are the Benefits

Ensures deleted or updated contacts are reflected immediately, preventing incorrect or unintended interactions.

How to Use

No action required. This fix works automatically in the background.

Mobile and Desktop Apps

1. Available / Busy Toggle – Connect App (Mobile)

For: AGENT

What’s New

Users can now mark themselves as Available or Busy directly from the Connect mobile app on Android and iOS. The toggle is accessible from both the main dialpad screen and the settings page.

What Are the Benefits

Allows users to quickly manage their availability and avoid receiving calls when they are busy.

How to Use

Log in to the Connect mobile app and use the Available / Busy toggle from the main dialpad screen or the settings menu.

2. Smartflo Softphone – Desktop App Enhancements

For: AGENT

What’s New

The following improvements have been made to the Smartflo Softphone desktop app (Chrome, macOS, Windows):

• Clear distinction between Incoming Missed Calls and Outgoing Not Answered Calls
• Search call history by name or number
• Automatic headset prioritization when a headset is connected
• Device change notifications when audio devices are plugged in, removed, or changed

What Are the Benefits

Enhances overall usability, improves call history clarity, and simplifies audio device management.

How to Use

Log in to the Smartflo Softphone desktop app and explore the updated call history, search functionality, and device handling behavior.

3. Intercom Calling – Agent Name Display (Connect App – iOS)

For: AGENT

What’s New

During extension-to-extension calls, the caller’s agent name is now displayed along with the extension ID on the iOS Connect app. Previously, only the extension ID was shown.

What Are the Benefits

Makes it easier to identify who is calling and decide whether to answer or decline.

How to Use

Log in to the Connect app on iOS, go to Contacts → Team Members, and place an intercom call to another user.

4. Call Conference via Merge – Connect App (Android & iOS)

For: AGENT

What’s New

A new “Merge” option has been added to the in-call screen, allowing users to merge calls into a 3-way conference. This works seamlessly with attended (consult) transfers.

What Are the Benefits

Enables full utilization of consult transfers by allowing users to quickly convert them into call conferences.

How to Use

On the Connect app, answer or place a call, initiate an attended transfer to another agent, and once connected, use the Merge option to create a 3-way call.

⭕ API

1. Introduced support for hanging up ongoing calls using ref_id.

🆕 What’s New?

We are introducing ref_id support in the Call Hangup API across all portals (Infocomm, old portal, and other relevant platforms).

Currently, ref_id is already included in:

• Click-to-Call API responses
• Click-to-Call Support API responses
• Webhook payloads

However, the Call Hangup API only supports call_id, which creates an inconsistency because call initiation is asynchronous and call_id is not immediately available. This enhancement allows the Hangup API to also accept ref_id.

🌟 What Are the Benefits?

• Consistent Call Lifecycle : Clients can manage the entire call flow (initiation → tracking → hangup) using a single identifier (ref_id).
• Simplified Integration : Eliminates the need for clients to extract or wait for call_id from webhook events.
• Reduced Failures : Prevents hangup failures caused by missing or delayed call_id.
• Better Developer Experience : Aligns Click-to-Call, webhook, and Hangup APIs under a unified identifier model.

🧭 How to Use?

Updated Flow (With ref_id Support)

1. Client initiates a call using the Click-to-Call API.
2. API responds with ref_id.
3. Webhooks continue to send ref_id for call tracking.
4. Client calls the Hangup API using either ref_id or call_id.
5. Backend maps ref_id to the corresponding call_id.
6. Call is successfully terminated.

API Endpoint

POST https://api-XXXXXXXXXXX/v1/call/hangup

Input Parameters

• call_id (existing – optional)
• ref_id (new – supported)

If ref_id is provided, the system will internally resolve it to the correct call_id and perform the hangup operation.

2. CDP List View and Management Enhancements (Frontend & Backend)

🆕 What’s New?

We are proposing multiple enhancements to the CDP (Customer Data Platform) List to improve usability and data management within the platform. These enhancements bring CDP List functionality closer to the capabilities currently available in the Lead List module.

The proposed updates include:

• An in-platform view option for CDP lists
• Ability to edit list name and description
• Delete option for CDP lists (superadmin only)
• Option to manually add a single entry to an existing CDP list

🌟 What Are the Benefits?

• Improved Visibility: Users can view CDP list data directly in the platform without downloading files.
• Better User Experience: A structured, tabular view (similar to Lead List) makes data easier to browse and manage.
• Enhanced List Management: Users can update list names and descriptions as requirements evolve.
• Controlled Data Cleanup: Superadmin-only delete access ensures outdated or unused CDP lists can be removed safely.
• Flexible Data Updates: Allows quick addition of individual entries without the overhead of file uploads.

🧭 How to Use?

View CDP List

1. Navigate to the CDP List section.
2. Select a CDP list.
3. View list entries directly within the platform in a tabular format.

Edit List Name & Description

1. Open the required CDP list.
2. Click the Edit option.
3. Update the list name and/or description.
4. Save changes.

Delete CDP List (Superadmin Only)

1. Log in as a superadmin user.
2. Go to the CDP List dashboard.
3. Select the CDP list to be removed.
4. Click Delete and confirm the action.

Add a Single Entry Manually

1. Open an existing CDP list.
2. Select Add Entry.
3. Enter the contact or customer details manually.
4. Save the entry to update the list.

3. Enhancement – Extended Contact Details in CDR Fetch API

🆕 What’s New?

We have enhanced the CDR Fetch API by introducing a new response key called contact_details.

Previously, when contact details were saved on the platform, the API response returned only two default fields:

• Field 0 → Contact number
• Field 1 → Contact name

Even if additional fields (such as email, address, or other custom fields) were saved on the platform, they were not included in the API response.
With this enhancement, customers can now fetch all saved contact fields using the new contact_details key.

🌟 What Are the Benefits?

• Access to Complete Contact Data: Retrieve all saved contact fields (email, address, custom fields, etc.) in a single API response.
• Backward Compatibility: Since the enhancement is provided through a separate key, existing customers and integrations remain unaffected.
• Improved Data Usability: Enables richer reporting, analytics, and downstream processing using complete contact information.
• Flexible Adoption: Customers can choose to use the new contact_details key based on their requirements.

🧭 How to Use?

1. Call the existing CDR Fetch API.
2. Pass the query parameter contact_details=true in the request.
3. In the API response, look for the contact_details key.
4. The contact_details object will include:
   • Contact number
   • Contact name
   • Additional saved fields such as email, address, and other custom fields
5. If complete contact details are not required, continue using the existing response fields.

Note: The existing API response structure remains unchanged, ensuring no impact on current integrations.

📞 CAMPAIGNS

1. APIs for Broadcast New Architecture
   For ADMIN

🆕What’s New?

Modified the existing broadcast APIs to cater to the New Broadcast Architecture clients. No impact for the existing users.

🌟 What Are the Benefits?

These APIs help in the managing the new broFor the new broadcast admin can perform ‘Add', ‘Edit’, ‘Start’ and 'Stop’ operations using the APIs

🧭 How to Use?

1. To create or edit new broadcast campaign a parameter “broadcast_type“ has to be passed with value.
2. By default, the parameter value will be 1 (Having no impact to the existing users)

🐞 Bug Fixes

Issue of lead list getting stuck, not able to access the lead list, while bulk delete operations on the list

Resolution: Chunking of size 5000 has been implemented while bulk deleting the leads from the lead list

⛺ CONSOLE

1. Display the name of the DID in User Settings

For: ADMIN

🆕 What’s New?
The name of the DID is now displayed in the User Settings section and during DID selection, making it easier to identify the correct number.

🌟 What Are the Benefits?

• Improves clarity by showing meaningful DID names along with numbers
• Reduces confusion when managing or assigning multiple DIDs
• Minimizes the risk of assigning an incorrect DID to a user

🧭 How to Use?

While adding or editing a user, navigate to User Settings → Allowed Caller ID. DID names will appear alongside the numbers (in brackets).

3. Permission for Switch Account

For: SUPER ADMIN

🆕 What’s New?
A new Switch Account permission has been introduced for admin team members to control access to customer accounts.

🌟 What Are the Benefits?

• Ensures only authorized admin users can access customer accounts
• Provides better control over customer settings and data
• Improves security while enabling efficient account management and support

🧭 How to Use?

Grant the Switch Account permission to an admin team member in the backend role. Without this permission, they will not be able to access or manage customer accounts.

☄️ INSIGHTS

1. Download Manager
   For: AGENT ADMIN SUPERVISOR What’s New?
   Introducing the Download Manager, a smart and centralized space in Insights where all your report downloads live. Now, when users click the download button, they’re taken to the Download Manager page where they can see real‑time progress and the path of origin via breadcrumbs. It makes tracking active downloads and accessing past reports easier and more intuitive all from one place.

What are the benefits?
A dramatically improved report download experience with faster access and zero confusion.

• Centralized view of all downloads
• Real‑time progress tracking
• Easy navigation back to the source via breadcrumbs
• Quick access to previously downloaded reports
• Smooth, more intuitive analytics workflow

How to use?

1. Go to Insights
2. Download any report, it will redirect you to Download Manager
3. Explore and access your downloaded reports

Snippet:

2. Alternative Numbers in Lead and Contact Data for Custom Reports
   For: AGENT ADMIN SUPERVISOR
   What’s new
   Custom Reports now support fetching lead and contact details using an alternative number, not just the primary number. This enhancement ensures that records are correctly matched and included even when calls originate from secondary or updated numbers, improving the completeness and reliability of your reports. What are the benefits
   Improved accuracy and data quality for custom reporting:
   • More complete matching of lead and contact records
   • Fewer missed or unmatched entries
   • Better visibility into customer interactions
   • Cleaner, more reliable datasets for analysis
   • Enhanced confidence in report outcomes How to use
   1. Go to Reporting
   2. Open Custom Reports
   3. Generate a report the system will now consider alternative numbers when matching leads or contacts
3. An All-New Insights Landing Experience
   For: AGENT ADMIN SUPERVISOR What’s new
   The Insights landing page has been redesigned with a cleaner layout and improved navigation to help you access key dashboards faster. Important metrics are now easier to scan at a glance, and the overall structure has been optimized for clarity, making it simpler to start your analytics journey. What are the benefits
   A more intuitive and efficient first touchpoint in Insights:
   • Faster access to the most important dashboards
   • Cleaner visuals that reduce clutter
   • Improved navigation for quicker decision‑making
   • Easier scanning of key metrics at a glance
   • Smoother daily analysis experience How to use
   1. Go to Insights icon
   2. Land on the Insights Home page
   3. Explore the updated layout and navigation

Snippet:

4. Missing journey of Missed Calls, now completes
   For: AGENT ADMIN SUPERVISOR

What’s new
Insights now shows Missed Incoming Calls across IVR, Department, and Agent levels, so you get complete visibility into where calls are being missed. You can track the total missed call count and clearly identify the exact drop‑off points across the call journey from IVR to department to agent.

What are the benefits
Enhanced understanding of call drop points with actionable visibility:

• See missed calls across IVR, department, and agent levels
• Identify exactly where callers are dropping off
• Fix bottlenecks faster with precise insights
• Reduce missed opportunities through targeted action
• Improve overall call journey performance

How to use

1. Go to Insights
2. Open the Call Performance Dashboard
3. View Missed Calls at IVR, Department, and Agent levels

Snippets:

5. CSAT Dashboard: Hear Your Customers Loud and Clear
   For: AGENT ADMIN SUPERVISOR What’s new
   Introducing the CSAT Dashboard a visual, feedback‑driven experience that brings caller sentiment to life using data from your CSAT IVR. Now you can quickly understand satisfaction patterns across calls and teams, with visual insights that help you spot trends and areas for improvement at a glance. What are the benefits
   Instant, actionable customer feedback insights:
   • Visualize CSAT trends over time
   • Understand satisfaction levels across teams and call types
   • Identify strengths and improvement areas fast
   • Reduce guesswork with concrete feedback data
   • Empower teams to act on feedback with clarity How to use
   1. Go to Insights
   2. Open the CSAT Dashboard
   3. Explore feedback trends and key metrics

Snippets:

6. Call Log Improvement for C2C Transfer Calls
   For: AGENT ADMIN SUPERVISOR What’s new
   Call Logs are now smarter and more reliable for Click‑to‑Call followed by transfers. Previously, transfer calls could create two separate call IDs, leading to mismatches between CDRs and webhooks. With this enhancement, every transfer call now generates a single linked call ID with a matching webhook, keeping your records clean and fully connected across the call journey. What are the benefits
   Cleaner, more accurate call data you can trust:
   • Elimination of duplicate or fragmented call IDs
   • Full linkage between call records and webhooks
   • Better alignment between CDRs and system events
   • Easier analysis of transfer call performance
   • Higher confidence in insights and reports How to use
   1. Go to Call Logs
   2. Generate or view call logs involving Click‑to‑Call with transfers
   3. Review the improved, single‑linked call records.

Bug Fixes 🐞

1. Wrap-Up Duration in Reports
   Fixed the issue where Wrap-Up Duration showed incorrect values in Custom Reports and Dialer Agent Performance Reports. Reported totals now display accurately.
2. Dialer Campaign Performance Report Update
   Fixed the issue where Dialer Campaign Performance Reports were not updating for some accounts since 26th November. Reports now refresh correctly.

INTEGRATIONS

1. Support PersonMobilePhone for Searching in Salesforce HPBX

For: AGENT ADMIN

What’s New?

The Salesforce HPBX integration now supports searching and resolving Person Accounts using the standard PersonMobilePhone field. This enhancement ensures inbound and outbound calls correctly identify Person Account records alongside Leads and Contacts across all workflows.

What Are the Benefits?

• Enables seamless support for Salesforce orgs using Person Accounts.
• Reduces call-search failures and manual intervention for consumer-centric use cases.
• Ensures consistent call logging, auto-ticketing, and opportunity handling across Leads, Contacts, and Person Accounts.
• Improves accuracy and reliability of telephony-to-CRM record resolution.

How to Use?

• No configuration changes required.
• For inbound or outbound calls, the system will automatically search using PersonMobilePhone where applicable.
• Call logs, tickets, and opportunities will be created or updated against the correct Person Account record based on existing settings (Auto-Ticket ON/OFF, Opportunity ON/OFF).

2. Select All Toggle for Agent Access in All CRMs for Dialer

For: AGENT ADMIN

What’s New?

A new “Select All” toggle has been introduced in the Agent Access section of the Dialer configuration, allowing admins to enable or disable integration access for all agents in a single action.

What Are the Benefits?

• Significantly reduces manual effort during setup and configuration.
• Simplifies agent access management for large teams.
• Minimizes configuration errors caused by individual agent selection.

How to Use?

• Navigate to Dialer Configuration → Agent Access.
• Use the Select All toggle to grant or revoke access for all agents at once.
• Individual agent access can still be adjusted as needed.

3. Accurate Call Tagging for Click-to-Dial & Entity Dropdown Selection in Salesforce for Dialer & HPBX.

For: AGENT ADMIN

What’s New?

Entity tagging during inbound and outbound calls has been enhanced to ensure accurate call log mapping when multiple Salesforce records share the same phone number. A post-call entity selection dropdown is now presented wherever applicable, allowing agents to explicitly choose the correct Lead, Contact, Account, or Opportunity for call logging. Entity prioritization is driven by the configuration set in IAS/HPBX settings or Dialer campaign configuration.

What Are the Benefits?

• Eliminates incorrect call log tagging when duplicate numbers exist across entities.
• Gives agents full control over where call logs are recorded.
• Ensures consistent behavior across Dialer and HPBX for inbound and outbound calls.
• Respects Salesforce configuration preferences (primary entity, Opportunity ON/OFF).
• Improves CRM data accuracy and reporting reliability.

How to Use?

• Configure the primary entity type (Lead/Contact/Account) in Dialer campaign configuration.
• After call hangup:
  • If multiple matching entities exist, select the correct entity from the dropdown.
  • If only one entity exists, it is shown in a greyed-out dropdown and used automatically.
• In Opportunity OFF mode, all matching Leads, Contacts, and Accounts are displayed for selection.
• For Click-to-Dial from a Salesforce record, the call is always logged against the originating entity, and the dropdown is shown in a greyed-out, read-only state.

🏐 VOICE

No new feature releases were deployed for the VOICE module during the December sprint.

🎗️ MESSAGING

Bring Your Own Provider (BYOP) – One-Way SMS 

For: ADMIN

What’s New?

Admins can now configure their own SMS provider to send one-way SMS messages from the new Interaction Hub. This allows businesses to use existing SMS vendor relationships while engaging customers through interactions.

What Are the Benefits?

• Flexibility to use your preferred SMS provider
• Reduced dependency on platform-native SMS routes
• Cost optimization using existing commercial agreements
• Seamless SMS sending from Interaction Hub workflows

How to Use?

Go to Channels Hub → Messaging → BYOP --> Setup the API (GET method supported).