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🚀 Smartflo — July 2026 Product Release Notes

What's shipping this month: Multithreaded conversations, WhatsApp calling, smarter dialers, SIP Trunking GA, and a host of reporting and reliability improvements across the platform.

📋 Table of Contents

• 🏢 Hosted PBX
• 📊 Insights
• 📞 Dialer
• 🖥️ Console
• 🔗 Integrations
• 🌐 API & Webhook
• 🎙️ Voice Streaming & SIP Trunking
• 📋 Contacts & Campaigns

🏢 Hosted PBX

✨ New Features & Improvements

1. 🧵 Multithreaded Conversation Handling

Audience: Agents / Admin

Hosted PBX V4 introduces multithreading capabilities, allowing agents to manage multiple customer conversations in parallel with dedicated permission controls, conversation management, and unified interaction tracking across all channels.

Benefits:

• Agents can handle multiple simultaneous conversations without switching contexts
• Dedicated permission controls help manage access for multi-conversation handling
• Unified interaction tracking provides a consolidated view across all supported channels

How to use:
Enable the required permissions for agents and use Interaction Hub to manage multiple conversations from the unified interaction view.

2. 📲 WhatsApp Calling Support in Click-to-Call Support API

Audience: Admin / Developer

WhatsApp Calling support has been added to the Click-to-Call Support API, enabling the customer leg to be initiated over WhatsApp.

Benefits:

• Expands Click-to-Call support to WhatsApp as a calling channel
• Enables businesses to reach customers through a preferred communication channel
• Supports broader customer communication use cases through the existing API flow

How to use:
Use the Click-to-Call Support API and configure the customer leg to initiate over WhatsApp where supported.

3. 🔑 Password View and Remember for Smartflo Softphone Application

Audience: Agents

Password View and Password Remember functionality has been added for the Smartflo softphone Application, allowing agents to securely view and save login credentials.

Benefits:

• Reduces repeated credential entry for agents
• Improves login convenience while maintaining secure credential handling
• Helps agents access the desktop application faster during daily operations

How to use:
Open the Smartflo softphone Application and use the Password View or Remember Password option on the login screen as required.

4. 👁️ Unsaved Contact Visibility and Queue Filter

Audience: Agents / Supervisor

Visibility of unsaved contact numbers has been added, along with a queue filter to segregate WhatsApp Chats, WhatsApp Calls, and HPBX Voice Calls.

Benefits:

• Agents can identify unsaved contact numbers more easily during interactions
• Queue filters help separate WhatsApp Chats, WhatsApp Calls, and HPBX Voice Calls
• Improves queue visibility and reduces confusion across communication channels

How to use:
Open the queue view in Interaction Hub and apply the relevant channel filter to view WhatsApp Chats, WhatsApp Calls, or HPBX Voice Calls separately.

5. 📶 Mobile Softphone Reconnection Alerts

Audience: Agents

Mobile softphone on Android and iOS now supports extension de-registration alerts and automatic reconnection on session drops.

Benefits:

• Agents are notified when their extension is de-registered
• Automatic reconnection reduces downtime after session drops
• Improves calling continuity for mobile softphone users

6. 🔔 Sound Alert in Softphone

Audience: Agents

A sound alert has been added in softphone for events such as Call Disconnected.

Benefits:

• Agents receive audible notifications for important call events
• Reduces the chances of missing call state changes
• Improves agent awareness during active calling sessions

7. ⚙️ Product-Specific Configuration Separation

Audience: Admin

Product-specific configuration has been moved out of the Users module for simplified user management.

Benefits:

• Keeps the Users module focused on user management
• Allows product-specific configurations to be managed independently
• Simplifies administration and improves configuration organization

How to use:
Manage user details from the Users module and access product-specific configuration from the dedicated configuration area.

8. 💬 Group WhatsApp Chat in Hosted PBX

Audience: Agents

A Group WhatsApp chat option has been added in Hosted PBX, allowing additional participants to join an ongoing chat or call.

Benefits:

• Enables multi-party collaboration within an ongoing WhatsApp interaction
• Additional participants can join without starting a separate conversation
• Improves support collaboration during complex customer conversations

How to use:
Open an ongoing WhatsApp interaction and use the group chat option to add additional participants where supported.

9. 📨 WhatsApp Template Auto-Send

Audience: Agents

A WhatsApp template message is now auto-sent when a customer initiates a chat with an agent.

Benefits:

• Provides immediate acknowledgment when customers initiate chats
• Reduces manual effort for agents on the first response
• Helps maintain a consistent initial customer communication experience

🛠️ Bug Fixes

📊 Insights

✨ New Features & Improvements

1. 📅 Centralized Scheduled Call Tracking

Audience: Admin / Supervisor / User

New parameters have been introduced in the Scheduled Call report to bring all scheduled call details into a single exportable report. The report includes key information such as scheduled date and time, assigned agent, campaign, follow-up status, linked call details, and call outcomes for comprehensive tracking.

2. 🔖 Enhanced Export Navigation with State Preservation

Audience: Admin / Supervisor / User

The export workflow now preserves applied filters and page state when navigating back from the Download Manager. Users are returned to the same view without triggering a page reload or losing their previously selected filters.

3. 🔁 Fault-Tolerant Custom Report Execution

Audience: Admin

Custom Reports now automatically restart if the reporting service is interrupted due to server or cron-related failures. This recovery mechanism ensures scheduled report processing resumes automatically after unexpected service disruptions.

4. 🧹 Intelligent Report Recovery & Deduplication

Audience: Admin

The Custom Report service has been enhanced to track report execution during service recovery. This prevents the same scheduled report from being generated or delivered multiple times after a restart.

5. 📐 Standardized Call KPI Logic Across APR, DAPR & Agent Logs

Audience: Admin / Supervisor

Call-related KPIs are now calculated using a standardized logic across APR, DAPR, and Agent Logs. The updated implementation also covers edge cases, ensuring consistent metric calculations across all reporting modules.

6. 📋 Added IVR Feedback KPI in Call Details

Audience: Admin / Supervisor

The Feedback to IVR KPI has been added to the Call Log More Details page. Users can now view customer IVR feedback directly alongside other call information without navigating to a separate report.

7. ⚡ SLA & AHT Widget Reload Performance Optimization

Audience: Admin / Supervisor

The reload performance of the SLA and AHT widgets in the Call Performance Dashboard has been optimized. Backend query improvements and widget optimizations provide faster loading and a smoother dashboard experience.

8. 🔎 Dual Identifier Search in Call Logs

Audience: All Users

Call Logs now support searching using both Call ID and Reference ID, matching the legacy CDR experience. Users can locate call records using either identifier without changing their existing workflow.

9. 🗓️ Extended CSAT Log Retention from 3 to 6 Months

Audience: Admin / Supervisor

The retention period for CSAT logs has been extended from 3 months to 6 months. Historical customer feedback remains accessible for a longer duration, supporting deeper trend analysis and reporting.

10. 📈 Insights Homepage with Answered & Missed Call Statistics

Audience: All Users

The Insights homepage graph has been redesigned to display separate Answered and Missed call statistics. This provides a clearer visual representation of overall call activity directly from the homepage.

11. 🗺️ Enhanced Call Flow with Agent Number Visibility

Audience: Admin / Supervisor

Agent numbers are now displayed within the Call Flow view in Insights. This additional information provides better visibility into call routing and helps users identify the agent associated with each call more easily.

🛠️ Bug Fixes

📞 Dialer

✨ New Features & Improvements

1. 🏷️ On Call Disposition on Dialer Agent Panel

Audience: Users

Agents can now select and submit a call disposition directly from the dialer panel while a call is still in progress, without waiting until after the call ends. Supported disposition types include outcomes such as Voicemail Left, Callback Requested, No Answer, and Connected.

Benefits:

• Disposition data is captured at the moment of the interaction, reducing missed or inconsistent outcome entries between calls
• Accurate real-time dispositions enable downstream actions such as CRM field updates, automated follow-up scheduling, and routing rule triggers to fire correctly

2. 📵 Missed Call Handling

Audience: Users

Agents can now view Queue missed calls directly within the Call Logs section. When initiating a callback on a missed call, the system checks whether another agent has already completed that callback and displays a notification before the call is placed.

Benefits:

• Reduces duplicate follow-up calls to the same contact, avoiding a poor customer experience
• Gives agents full visibility into missed call history without switching between views
• Helps teams coordinate callback efforts without manual communication overhead

3. 📋 Extend Agent Undisposed Log Visibility to Full Daily View

Audience: Users

Agents can now view all call records from the current day in a single, persistent log, including both disposed and undisposed calls regardless of whether their session has been interrupted or restarted. Previously, undisposed call records were visible only within the active session and were lost on logout.

Benefits:

• Agents no longer lose visibility of undisposed calls after a session dropout, reducing the risk of missed follow-ups and incomplete dispositions
• A full daily call view makes it easier to review and action any calls handled throughout the shift, improving overall disposition accuracy
• Supervisors gain a more reliable audit trail of daily agent activity within the dialer

4. ⏱️ Increase Maximum Preview Duration to 300 Seconds

Audience: Supervisor

Agents handling complex accounts or requiring additional preparation time — such as reviewing prior interaction history or account notes — can now do so without the preview timer expiring prematurely. This reduces cold starts and supports more informed, higher-quality conversations.

5. 🤖 Display Call Context on Dialer Panel During Voicebot Transfer

Audience: Admin / Supervisor

When a voicebot transfers a call to a live agent, the agent's dialer panel now automatically displays the context collected during the bot interaction — including caller intent, captured data fields, and a conversation summary — at the moment the transfer connects.

Benefits:

• Agents receive the full picture of the customer's issue before saying a word, eliminating the need for customers to repeat themselves. This reduces average handle time on inbound flows and supports a faster, more informed handoff from automated to human-assisted service.

6. 🔢 Display Unique Call ID in Dialer Call Logs Section

Audience: Users

Each call record in the Dialer Call Logs section now displays a unique Call ID, a system-generated identifier assigned to every call.

Benefits:

• Agents and supervisors can instantly reference a specific call by its ID when raising support requests, reducing back-and-forth with operations teams
• Call IDs make it straightforward to correlate dialer records with CRM entries or carrier-level traces during troubleshooting

🖥️ Console

✨ New Features & Improvements

1. ⚙️ Optimize Leads Fetching Logic from Redis at Campaign Manager Service

Audience: Backend Optimisation

The lead delivery engine for active campaigns has been updated to retrieve and queue leads more efficiently, reducing the time between a completed call and the next lead being presented to an agent.

2. 🔄 Implement Overhaul Contact Group Functionality

Audience: Users

Contact Groups have been redesigned to better reflect how contacts are managed. The clone option has been removed from both the CSV upload flow and the API import path, as contacts within a group are always treated as unique records.

Benefits:

• Eliminates duplicate contact entries that could previously be introduced through cloning, keeping your contact groups clean and ensuring agents are not calling the same contact multiple times from a single group

🔗 Integrations

✨ New Features & Improvements

1. 📞 Multiple-DID Assigned to User Handling in Standard Integration (IAS)

Audience: Agents

IAS app integrations now support multiple DID numbers per configuration, instead of being locked to a single default DID. DID selection is driven by integration app context, and agents get a caller ID selector right in the panel to switch their active outbound number at any time — no reload, no navigating away.

Benefits: Correct caller identity, agent flexibility, smart existing default mechanism & consistent experience.

How to use:
No additional configuration required. Log in to CRM → Integration App → Numpad, click the DID assigned — a popup to select the preferred DID appears and you can perform the call.

2. 🔧 Enhancements in HubSpot Integration — Custom Phone Fields

Audience: Agents

Contact lookup during an interaction now searches custom/non-standard phone fields in HubSpot (e.g. alternate phone, mobile number, other custom phone properties), not just the default phone field. When a match is found via a custom field, the interaction log is now correctly associated to that contact's ID, fixing the orphaned/duplicated log entries issue.

Benefits: No more mismatch, accurate logging and better data integrity with elimination of orphaned logs.

3. 🔐 Azure SSO for Dialer — Extended CRM Support

Audience: Agents

Azure AD SSO login for Dialer integrations now extends beyond Salesforce (already live) to cover Freshdesk, Freshsales, LeadSquared, and MD365.

Benefits: Unified login, simplified access management with consistent experience.

How to use:
Ensure Azure AD SSO is configured for your organization/tenant (admin setup) → Integrate with dialer services → Log in to the integration app using the same credentials.

🛠️ Bug Fixes

🌐 API & Webhook

✨ New Features & Improvements

1. ✅ WhatsApp Consent Request API for Customer Communication Approval

Audience: Admin / Supervisor / Developer

A new WhatsApp Consent Request API has been introduced to enable businesses to send template-based consent request messages to customers over WhatsApp before initiating communication workflows. The API supports approved WhatsApp templates with dynamic wildcard parameters, recipient phone number targeting, user/channel identification, and message traceability through unique message/reference IDs.

Benefits:

• Enables businesses to obtain customer consent before initiating communication
• Supports personalized consent requests using dynamic template parameters
• Simplifies integration with existing workflows through a single API
• Improves compliance with customer communication policies and consent requirements
• Provides message traceability using unique message/reference IDs for monitoring and auditing

How to use:

Invoke the POST /v1/whatsapp/consent API endpoint with the required parameters:

{
  "channel_id": 93,
  "user_id": 45XX11,
  "recipient": {
    "type": "phone_number",
    "phone_number": "+91704XXXXX66"
  },
  "type": "template",
  "template": {
    "id": 34XXX2,
    "wildcards": ["testing"]
  }
}

Use the returned message/reference ID to track the consent request in your application.

2. 🔔 WhatsApp Consent Response Webhook for Real-Time Customer Action Events

Audience: Admin / Supervisor / Developer

A new WhatsApp Consent Response Webhook notifies customer systems whenever an end user responds to a WhatsApp consent request. The webhook delivers real-time updates for customer actions such as Accept or Reject, along with channel and user details, recipient information, consent status, response source, timestamps, and message/trace identifiers.

Benefits:

• Receives real-time updates when customers respond to WhatsApp consent requests
• Enables automated workflow execution based on customer consent decisions
• Improves visibility into consent lifecycle and customer interactions
• Supports auditing and compliance with complete response metadata and traceability
• Eliminates the need for polling by pushing consent response events directly to the configured webhook endpoint

How to use:

1. Configure your webhook callback URL in the platform
2. Send a WhatsApp consent request using the WhatsApp Consent Request API
3. When the recipient Accepts or Rejects the consent request, the platform automatically triggers the webhook
4. Process the webhook payload to retrieve channel/user details, recipient information, consent response status, response source, timestamp, and message/trace identifiers

3. 📡 Broadcast Webhooks for Listen2it Architecture

Audience: Admin / Supervisor / Developer

Broadcast Webhooks based on the new Listen2it architecture have been introduced to provide real-time event notifications for call blasting campaigns.

Benefits:

• Enables real-time tracking of call blasting broadcast events
• Simplifies integration with external applications through webhook notifications
• Improves visibility into broadcast execution and event status
• Supports automated workflows by delivering event updates as they occur
• Aligns broadcast event delivery with the new Listen2it architecture

How to use:

1. Configure your webhook callback URL in the platform
2. Initiate a call blasting broadcast using the supported APIs or application
3. The platform automatically sends webhook notifications for supported broadcast events
4. Consume the webhook payload to monitor broadcast progress and trigger downstream workflows

4. 🪵 CDP Custom Webhook Logging for Enhanced Troubleshooting

Audience: Admin / Supervisor / Developer

Backend logging has been introduced for Custom Webhooks routed through the CDP. This enhancement captures webhook processing details for CDP-based workflows, improving observability and enabling efficient troubleshooting.

Benefits:

• Improves troubleshooting for CDP-based webhook integrations
• Provides enhanced visibility into webhook processing within the platform
• Helps reduce resolution time by capturing webhook execution details
• Supports faster diagnosis of issues specific to CDP-driven workflows

5. 📥 Enhanced API Log Export with Email Delivery for Large Reports

Audience: Admin / Supervisor / Developer

A new Download option in the API Logs module allows users to export API logs in CSV format. For datasets within the supported download limit, the report is downloaded directly from the UI. When the selected dataset exceeds the configured limit, the report is generated asynchronously and delivered to the registered email address of the logged-in user.

Benefits:

• Export API logs for analysis, auditing, and troubleshooting
• Download smaller datasets instantly from the UI
• Export large datasets without browser timeouts or performance issues
• Automatically receive large reports via the registered email address

How to use:

1. Navigate to API Logs and apply the required filters
2. Click the Download button
3. If within the supported limit — CSV downloads immediately
4. If the record count exceeds the limit — report is generated in the background and sent to the registered email address of the logged-in user

6. 🖥️ Enhanced Webhook Logs Experience with UI and Export Improvements

Audience: Admin / Supervisor / Developer

The Webhook Logs page has been enhanced with multiple usability, UI consistency, and export improvements — including support for opening webhook log entries in a new browser tab, clearer column labels, consistent response time display, standardized UI styling, an optimized response view, and fixes to ensure exported data accurately matches the UI.

Benefits:

• Open webhook log entries in a new browser tab without errors
• Improved readability with clearer column labels and consistent response time units
• Enhanced user experience through standardized fonts and an optimized response view
• Accurate and reliable webhook log exports that match the data displayed in the UI

How to use:

1. Navigate to the Webhook Logs page
2. Open individual webhook log entries in the current tab or a new browser tab as needed
3. Review response details with updated labels and consistent response time formatting
4. Export webhook logs using the existing download option — the downloaded report will accurately reflect the data displayed on the page

7. 🔑 Improved API Tokens Management Experience

Audience: Admin / Supervisor / Developer

The API Tokens page has been modernized with a new React-based interface, delivering a more responsive, intuitive, and consistent user experience. The updated page retains all existing capabilities — creating, viewing, and revoking API tokens — while improving usability and overall performance.

Benefits:

• Faster and more responsive API token management
• Improved user experience with a modern and consistent interface
• Seamless creation, viewing, and revocation of API tokens
• Better accessibility and enhanced user feedback during operations

How to use:
Navigate to the API Tokens page to view, create, or revoke tokens using the enhanced interface — no changes to the existing workflow.

8. 🔀 SIP Trunking Support for API Dialplan and Call Operations

Audience: Admin / Supervisor / Developer

SIP Trunking support has been introduced in API Dialplan and Call Operation APIs, enabling calls to be routed through configured SIP trunks. This allows seamless integration with external PBX and telephony systems while providing greater flexibility in call routing.

Benefits:

• Route calls through configured SIP trunks using API Dialplans
• Integrate seamlessly with external PBX and third-party telephony systems
• Gain greater flexibility and control over call routing
• Support advanced enterprise telephony use cases
• Preserve existing integrations through backward-compatible implementation

How to use:

1. Configure the required SIP Trunk or Voice Streaming destination in the platform
2. Create or update your API Dialplan and specify the appropriate transfer object

SIP Trunk Routing:

[
  {
    "transfer": {
      "type": "sip_trunk",
      "data": ["22XXX0"]
    }
  }
]

Voice Streaming:

[
  {
    "transfer": {
      "type": "voice_streaming",
      "data": ["22XXX0"]
    }
  }
]

3. The platform routes the call using the specified transfer type while maintaining compatibility with existing call flows

🛠️ Bug Fixes

🎙️ Voice Streaming & SIP Trunking

✨ New Features & Improvements

1. 🎙️ Call Recording Processing Logs for Customers

Audience: Admin / Supervisor

Recording Processing Logs give direct visibility into what happens to each call recording after a call ends. Previously available only to the Smartflo team, this view is now accessible within your own account through a User Role permission. You can look up any recording by its Call ID and see exactly how it was processed — including whether it completed successfully or ran into an issue — without needing to raise a support request.

Benefits:

• Self-Serve Visibility: Check the processing outcome of any recording yourself, directly from your account
• Faster Issue Diagnosis: See the current processing step, status, and error reason at a glance
• Controlled Access: Availability is governed by a dedicated User Role permission, so your Admin decides who can view these logs

How to use:

1. (Account Admin, one-time) Grant the Call Recording Processing Log permission to the required User Role under Settings → User Roles → General Permission
2. Go to Reports → Logs → Recording Processing Logs
3. Enter the Call ID of the recording you want to check and click Search
4. Review the result — Current Processing Step, Timestamp, Status, and Error (if any)
5. Use Reset to check another Call ID

2. 🌐 SIP Trunking — General Availability

Audience: Admin / Supervisor / Developer

SIP Trunking is now generally available across all telephony servers on both platforms. You can connect your own SIP infrastructure to Smartflo for inbound call delivery and outbound PSTN termination, and manage your trunks self-serve from the Channels Hub. SIP Trunking now runs on every telephony server, working alongside your other products — HPBX, Dialer, and VOICE Streaming — on the same account, with no dedicated-server restriction. Both UDP/TCP and encrypted TLS transport are supported, and there is no longer any channel cap on concurrent calls.

Benefits:

• Self-Serve Visibility: Check the processing outcome of any recording yourself, directly from your account
• Faster Issue Diagnosis: See the current processing step, status, and error reason at a glance
• Controlled Access: Availability is governed by a dedicated User Role permission, so your Admin decides who can view these logs

How to use:

1. (Account Admin, one-time) Grant the Call Recording Processing Log permission to the required User Role under Settings → User Roles → General Permission
2. Go to Reports → Logs → Recording Processing Logs
3. Enter the Call ID of the recording you want to check and click Search
4. Review the result — Current Processing Step, Timestamp, Status, and Error (if any)
5. Use Reset to check another Call ID

📋 Contacts & Campaigns

✨ New Features & Improvements

1. 🗑️ Delete Associated Leads in Chunks When Lead List Is Deleted

Audience: Backend Operations

When a lead list is deleted, associated leads are now removed in optimized chunks instead of in a single bulk operation.

2. ⚡ Optimize Leads Fetching Logic from Redis at Campaign Manager Service

Audience: Backend Operations

Leads-fetching logic from Redis within the campaign manager service has been optimized for faster retrieval.

3. 🔐 Add Old Broadcast Permission Validation in Create and Edit Broadcast APIs

Audience: Admin

Permission validation has been added for legacy (old) broadcasts within both the Create and Edit Broadcast APIs.

4. 🚀 Add Kafka in Lead Upload

Audience: Backend Operations

Lead upload processing now runs through Kafka instead of the previous method.

5. 🔄 Implement Overhauled Contact Group Functionality

Audience: Admins

Contact Group functionality has been rebuilt with improved logic and structure. Clone functionality will not be supported.

🛠️ Bug Fixes