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June 2025

3 months ago

Smartflo Release Notes - June 2025

🚀 New & Enhanced Features

🔹UIX

🐞 Bug Fixes:
  • Auto-Attendant Page Stability
    → Now loads smoothly even with large volumes of records.
  • Softphone Outbound Calling Fix
    → Number masking now works reliably for outbound calls.
  • Blind Transfers Between Departments
    → Transfers to department queues now complete successfully.
  • iOS Display Fix
    → Customer numbers now appear correctly for iOS users.
  • IP Phone Transfer Issue Resolved
    → Manual extension-based transfers now work correctly on IP phones.

🔹 APIs & Webhook

🆕 New Features & Enhancements:

  • Conditional Call Recording via API

    • What’s New: The API Dialplan now supports dynamic toggling of call recording.
    • Why it matters: Enables privacy-conscious workflows, allowing businesses to start/stop recordings based on call context or compliance rules.

  • Agent Email Now Included in Hangup Webhook

    • The Call Hangup Webhook (for both missed and answered calls) now provides the email address of the agent who handled the call.
    • Use case: Streamlines post-call automation, auditing, and personalized follow-ups.

  • API Scope Restriction Upgrades

    • Enhancement: API token scopes have been restructured to enhance overall security.
    • Addition: A new scope, "Call Operations (Monitor, Whisper, Transfer, Barge)", is now explicitly listed under the Scope Restrictions section.
    • Outcome: Prevents unauthorized access to sensitive call features and ensures that API tokens are only used for permitted operations.

🔹 Feature Demo

Feature Demo 1
Feature Demo 2 Feature Demo 3

🔹 Insights & Reporting

✨ New Features & Enhancements

  • Faster Call Recording Access
    Download call recordings based on how recent they are:

    • Recent – Instantly fetch the latest call recordings.
    • Archive – Retrieve older recordings from long-term storage.
    • Fetch – Download past call recordings with their file name.

  • Turbocharged Daily Agent Performance Report Refresh Cycle

    • What’s New: DAPR now refreshes every 15 minutes (previously 60 minutes).
    • Result: That’s a 400% improvement in refresh rate!
    • Why it matters:
      1. Real-time visibility into missed calls, agent drops, and traffic surges.
      2. Faster supervisor response times during high call volumes.
    📘

    Note: Available on request. Contact Smartflo Support to enable.

  • Streaming Bot Sessions in Reporting

    • BOT sessions are now captured in CDR call flows and standard/custom reports.
    • New Metrics:
      • BOT duration
      • BOT event timestamps
      • Export-ready BOT time columns

  • Lightning-Fast Dashboards & Precision Filters

    • Dashboards now load significantly faster, even for large-volume accounts.
    • Filters across dates, agents, and call types are now lightning-responsive.

  • Smart Filtering for DID & Agent Inputs

    • Filters now only accept:
      • + as the first character (for international numbers)
      • Valid numeric values
    • ✅ Eliminates formatting issues and prevents invalid queries in call logs.
🐞 Bug Fixes
  • CDR Page Lag: Filtering agents with no calls no longer causes page slowdowns.
  • Wallboard vs CDR Discrepancy: Call counts now match across both views.
  • Duplicate Logs in CDR/CPD: Fixed mismatched counts—data is now fully aligned.

🔹 Feature Demo

Insights Demo 1
Insights Demo 2 Insights Demo 3

🔹 Voice

Two-Way Audio Streaming (Alpha → Beta)

Smartflo now supports embedded third-party Voice Bots within inbound call flows.

✅ What’s New in Beta:

  • Self-Service Call Streaming Configuration
    Set up and manage Voice Bots directly via the Channels Hub.
  • Bot-Initiated Call Termination
    Voice Bots can now end calls using Smartflo’s Call Hangup API.
  • Agent Transfer Support
    Enable seamless bot-to-agent handovers using the Transfer API.
  • Streaming CDRs
    Call Detail Records (CDRs) for voice streaming are now available for reporting and analysis.

🔹 Feature Demo

Voice Demo 1
Voice Demo 2

🔹 Integrations

New & Enhanced Capabilities

  1. Zoho Desk Contact Center Integration

    • What’s New: Zoho Desk is now part of Smartflo Integration Suite.
    • Key Benefits:
      • Automatically logs all calls per support ticket.
      • Extends contact center features to service teams using Zoho Desk.
      • Streamlines case resolution with improved call tracking.

  2. Salesforce Opportunity Integration

    • What’s New: Call logs now record under Salesforce’s Opportunity module.
    • Key Benefits:
      • Enhances visibility across the sales pipeline.
      • Enables better sales tracking via call-opportunity linkage.

  3. Enhanced CDR Fields in Salesforce

    • What’s New: Additional custom fields now capture more detailed CDRs.
    • Key Benefits:
      • Supports advanced reporting and analytics.
      • Offers sales/service teams deeper call metadata.

🔹 Feature Demo

Integration Demo 1
Integration Demo 2 Integration Demo 3 Integration Demo 4

🔹 Dialer Enhancements

✅ Feature Enhancements:
  • Outgoing Missed Calls Metric in Real-Time Report
    • Metric Definition: Includes all dial methods where the customer didn’t answer.
  • Call Direction on ‘On Call’ Status
    • Real-Time Agent Report now shows whether the call is inbound or outbound.
🐞 Bug Fixes:
  • Time Group Backend Logic Correction
    • ✅ Resolution: Time-matched ranges are now correctly considered business hours.
  • Inbound Queue Activity Log Accuracy
    • ✅ Resolution: Queue changes now log the correct user details.
  • call_to_numberParameter for Ratio Calls
    • ✅ Resolution: Passed correctly in webhook payloads for ratio dialing.

🔹 Feature Demo

Dialer Demo 1
Dialer Demo 2

🔹 Campaigns & Contacts (CNC)

🆕 Multi-Part TTS in Call Blasting (Smartflo)
  • Integrated with Listen2It
  • Configure multilingual, personalized voice messages
  • Improves outreach across diverse audiences