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🚀 Smartflo — September 2026 Product Release Notes

📋 Table of Contents

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

🏢 Hosted PBX

✨ New Features & Improvements

1. 🔔 SIP Notification Toggle

Audience: Agent

What's new?
Added a toggle to enable or disable SIP notifications directly in the softphone.

What are the benefits?

• Gives agents control over connection-status alerts shown in the softphone.

2. 📅 Fixed Add Scheduled Call Date Picker on iOS

Audience: Agent

What's new?
Fixed the date/time picker on the Add Scheduled Call screen on iOS - the calendar/spinner wasn't rendering and dates couldn't be selected.

What are the benefits?

• Users can now schedule calls on iOS without the picker failing to load.

3. 🔀 Click-to-Interaction API - Auto-Route to Queue

Audience: Developer

What's new?
Interactions with no agent specified are now automatically routed to the queue instead of failing.

What are the benefits?

• Prevents failed interactions when no agent is pre-assigned.

4. 📱 32-bit Android Support

Audience: Agent

What's new?
Added support for 32-bit Android devices.

What are the benefits?

• Extends compatibility to older device architectures.

5. 📞 Calling Screen Reliability Fixes

Audience: Agent

What's new?
Fixed the End Call button getting stuck/unresponsive on the calling screen, and resolved incoming call handling for more reliable call state syncing.

What are the benefits?

• More reliable call control during active sessions.

6. 🍎 iOS Background Calling Support

Audience: Agent

What's new?
Users can now receive and manage VoIP calls while the app is backgrounded or the device is locked.

What are the benefits?

• Calls are no longer missed when the app isn't in the foreground.

7. ⚡ Faster Call History Load on Desktop Application

Audience: Agent / Admin

What's new?
Optimized how Call History data is stored and retrieved, via a caching layer plus event-driven refresh rules, so the page reloads noticeably faster for users with large call volumes.

What are the benefits?

• Noticeably faster Call History load times, especially for high-volume accounts.

8. 🔄 Softphone Available/Busy Toggle and Call Disposition

Audience: Agent

What's new?
Added an Available/Busy toggle in the softphone, and agents can now add disposition and notes while in a call and immediately after a call ends.

What are the benefits?

• Faster status updates and call wrap-up without leaving the call screen.

9. 🔕 Call-Disconnect Sound Toggle

Audience: Agent

What's new?
Added a toggle to turn the call-hangup beep sound on or off.

What are the benefits?

• Gives agents control over that audio cue.

10. 🚫 Client-Uploadable DND List (HPBX)

Audience: Admin

What's new?
Customers can now upload their own list of DND numbers for outbound calling.

What are the benefits?

• The platform automatically skips these numbers during outbound calling, preventing agents or the system from dialing restricted contacts - simplifying compliance.

🛠️ Bug Fixes

📊 Insights

Xtract Dashboard 🚀

✨ New Features & Improvements

1. 🕐 Softphone Login/Logout Now Captured in Activity Log & Agent Performance Report

Audience: User / Admin / Supervisor

What's new?
Softphone login and logout events are now recorded in both the activity log and the agent performance report. Agent session activity is tracked more completely across the platform.

What are the benefits?

• Complete visibility into agent availability
• Accurate session and login tracking
• More reliable agent performance reporting

How to use?
Login/logout events appear automatically in the activity log and agent performance report.

2. 🔍 Outbound & Inbound Filter for Dialer Call Type in Call Logs

Audience: User / Admin / Supervisor

What's new?
Call logs now support filtering Dialer calls by outbound and inbound call type. You can narrow down call activity by direction directly within the logs.

What are the benefits?

• Faster, more targeted call analysis
• Easy separation of inbound vs outbound activity
• Cleaner reporting by call direction

How to use?
Go to Call Logs and apply the outbound/inbound filter for Dialer calls.

3. 📊 CSAT Analytics Moved to Insights

Audience: User / Admin / Supervisor

What's new?
The old CSAT has been deprecated. All CSAT usage now happens through CSAT Analytics in Insights, consolidating reporting into a single, richer module.

What are the benefits?

• One consolidated home for CSAT
• Richer, more detailed CSAT analytics
• Simpler, more consistent reporting experience

How to use?
Access CSAT through CSAT Analytics under Insights.

4. ⚡ CDR Output Lag - Fixed

Audience: User / Admin / Supervisor

What's new?
Resolved the lag in CDR output. Call detail records now generate and reflect without delay, keeping call data timely and accurate.

What are the benefits?

• Timely, up-to-date CDR data
• No delays in call record availability
• More dependable reporting downstream

How to use?
Applies automatically - no action needed.

5. 🔐 Platform Security Hardening - VAPT Deployed

What's new?
Completed Vulnerability Assessment and Penetration Testing (VAPT) deployment across the platform to identify and close potential security gaps.

What are the benefits?

• Strengthened platform security
• Proactive identification of vulnerabilities
• Greater trust and compliance assurance

How to use?
Applies at the platform level - no user action needed.

6. 🔐 Platform Security Hardening - Sonar Scan Deployed

What's new?
Deployed Sonar scanning to continuously monitor code quality and security across the platform, catching issues early in the development cycle.

What are the benefits?

• Continuous code quality monitoring
• Early detection of security issues
• A more secure, maintainable platform

How to use?
Applies at the platform level - no user action needed.

🛠️ Bug Fixes

📞 Dialer

✨ New Features & Improvements

1. 📵 Account-Level Daily Outbound Call Cap Across Campaigns

Audience: Admin / Supervisor

What's new?
Smartflo Cloud Dialer now supports a configurable daily outbound call cap per lead at the account level. When the defined limit is reached, all active campaigns stop initiating new calls for the remainder of the calendar day. The counter resets automatically at the start of the next day.

What are the benefits?

• Prevents unintended over-dialing when multiple campaigns run simultaneously.
• Supports compliance with dialing regulations that impose daily volume restrictions.
• Gives account administrators a single control point to govern total outbound activity across all campaigns, without needing to manually adjust individual campaign settings.

How to use?

• Login to Admin Console
• Click on outbound service
• Click on Compliance and enter the call limit the range is from 0-10.

2. 🕐 Add 'Created At' Timestamp to DND List Entries

Audience: Admin / Supervisor

What's new?
Each entry in the Do-Not-Dial (DND) list now displays a 'Created At' timestamp showing the exact date and time the number was added to the list. The timestamp is visible in the DND list view and is included in data exports.

What are the benefits?
Compliance teams and administrators have a reliable audit trail for every DND entry, making it straightforward to demonstrate when a number was suppressed. This supports regulatory compliance requirements and simplifies the resolution of disputes over suppression timing.

How to use?
Navigate to the Account DND List in your console to see the 'Created At' column alongside existing entry details. To include timestamps in your records, export the DND list using the existing export option - the field will appear automatically in the downloaded file.

3. 📟 Display CLI on Transferred Calls to 10-Digit Mobile Numbers using SIP Header

Audience: Admin / Supervisor

What's new?
When a call is transferred to a 10-digit mobile number, using SIP header we can pass the actual caller number to the agent interface.

What are the benefits?
Compliance logging and call recording metadata accurately reflect the originating caller's number throughout warm and blind transfers, reducing attribution errors in CDRs

How to use?
Contact Support team to enable this feature

4. 📋 Push CSAT Survey Results to External Systems via Webhooks

Audience: Admin / Supervisor

What's new?
CSAT survey results can now be automatically pushed to external systems via webhooks. When a survey is completed after an inbound or outbound call, a structured payload - including call metadata, agent ID, survey responses, and timestamps - is delivered to a configured endpoint. Webhook URLs can be set at the campaign or queue level.

What are the benefits?

• Teams can trigger automated workflows - such as follow-up tasks or performance alerts - directly from survey completions without additional integration work.
• Customer satisfaction data reaches your CRM, BI platform, or workforce management tool in real time, eliminating manual exports and the delays that come with them.

How to use?
Go to API connect and webhooks. Click on add webhook and select the trigger as CSAT.

Sample body

{
  "call_id": "$call_id",
  "calldate": "$calldate",
  "total_questions": "$total_questions",
  "customer_number": "$customer_number",
  "agents_answered_details": "$agents_answered_details",
  "campaign_details": "$campaign_details",
  "CSAT_flow": "$CSAT_flow"
}

5. 🔀 Inbound Queue Failover Routing to External DID When Agents Busy

Audience: Admin / Supervisor

What's new?
Inbound queues can now be configured with a failover destination: when all agents in a queue are busy, the call is automatically transferred to an external phone number or DID(added as a user) instead of being abandoned. The caller's original CLI is preserved and passed through via SIP header, so the receiving party sees the correct inbound number.

What are the benefits?

• Calls are no longer lost during peak traffic - customers reach a live destination even when queue capacity is fully occupied.
• Customer satisfaction data reaches your CRM, BI platform, or workforce management tool in real time, eliminating manual exports and the delays that come with them.

How to use?
From your admin dashboard, navigate to Inbound Queue settings and select the queue you want to configure. Enable the failover option and user to which calls should be transferred when all agents are busy. Save the configuration.

🛠️ Bug Fixes

🖥️ Console

✨ New Features & Improvements

1. 📦 Inventory Phase 2 + New Inventory Release on Smartflo

For operations Team - Internal

What's new?
The Inventory module has been upgraded with a new Inventory page for Smartflo, along with improved history tracking for actions performed in Inventory - removing the earlier dependency on email notifications to check batch status.

What are the benefits?

• Track inventory actions and batch status directly within the platform - no need to check email.
• Refreshed Inventory page experience on Smartflo.
• Faster, more reliable visibility into batch processing history.

2. 📊 Deactivated Status KPI on All Accounts Page

For operations Team - Internal

What's new?
A new Deactivated Status KPI has been added to the All Accounts page, making it easy to identify and search for deactivated accounts.

What are the benefits?

• Quickly locate deactivated accounts without manually filtering through the full account list.
• Improved visibility into account status directly on the All Accounts page.

3. 🔑 New Login Screen (Console SSO)

What's new?
A new Console Single Sign-On (SSO) has been rolled out which means a new login screen allowing users to authenticate directly instead of separate platform credentials.

What are the benefits?

• Single Sign-On (SSO) login experience

🔗 Integrations

✨ New Features & Improvements

1. 🛍️ Integration Marketplace - Refactor Updates

Audience: Admin / Supervisor

What's new?
A visual and structural refresh of the format - new style/format for CRM integration pages, richer, better-organized info per integration: overview & setup guides, settings, resilience notes, testing suite, and integration events - all consolidated under one unified view.

What are the benefits?
One-stop view, better visibility, cleaner downloads and modern button looks.

How to use?
Go to Integrations → Open any integration → All details associated to: Info, Settings, Resilience Notes, Test Integration and Integrations Events (in dialer) under one roof.

2. 🔧 Extended Support to Microsoft Dynamics365 CIF 2 For Dialer and Standard Integration BETA

Audience: Agents

What's new?
Extended MD365 Dialer integration from CIF v1.0 and v2.0. With Added support for improved session management & Enhanced compatibility with the native Dynamics 365 telephony panel.

What are the benefits?
Enables a better experience for contact center agents. Provides richer in-app calling within Dynamics 365. Improves compatibility, scalability, and future readiness with Microsoft's latest standards.

How to use?
Prerequisites: A completed CIF V2 Setup in CRM with Support and Call Center Experience.
Go to Integrations → Open MD365 integration → While integrating use the channel URL in already set CIF Setup with Call Center and Review → Authorize the users and use the new compatible experience.

3. 📞 Integration Support with Dial Out Each Call - Agent Connection Method

Audience: Agents

What's new?
Enabled Dial Out Each Call across all CRM integrations with consistent inbound/outbound behavior while maintaining existing notifications, logs, dispositions, and dialer functions.

What are the benefits?
Provides a consistent and reliable dialer experience across all CRMs, enabling individual call dialing without impacting existing workflows or CRM calling features.

How to use?
In the active Dialer Integrations: Use the dialer agent connection method as dial out each call-in dialer settings to use this experience in integrations.

🛠️ Bug Fixes

🌐 API & Webhook

✨ New Features & Improvements

1. 🔄 Token Rotation API for Portal-Generated API Tokens

Audience: Admin / Supervisor / Developer

What's new?
Smartflo now supports Token Rotation for Portal-generated API tokens through a new API:

POST /v1/auth/rotate.

Customers can generate a new token using an existing active token without logging in to the Smartflo Portal. The newly generated token will retain the same validity and applicable security configurations of the source token, including IP Pool restrictions and Scope Control. The existing token will be marked as Superseded after successful rotation.

What are the benefits?

• Rotate Portal-generated API tokens without accessing the Smartflo Portal.
• Simplify token management for API integrations.
• Maintain the same token validity during rotation.
• Retain existing IP Pool and Scope Control configurations.
• Ensure token rotation does not weaken or change the existing security controls.
• Reduce manual effort when replacing API tokens.

How to use?
Use the new Token Rotation API by sending a POST request with the active Portal-generated token in the Authorization header:

POST /v1/auth/rotate
Authorization: Bearer <token>
Content-Type: application/json

On successful rotation:

• A new Active token will be generated.
• The new token will have the same validity, IP Pool, Scope Control, and applicable security configurations as the source token.
• The existing token will be marked as Superseded.

Note: This API is applicable to Portal-generated API tokens only. The existing POST /v1/auth/refresh API and its behaviour remain unchanged.

2. 🔗 Enhanced: Use ref_id to Fetch Active Call Details

Audience: Admin / Supervisor / Developer

What's new?
The Fetch Active Call API now supports ref_id in addition to the existing call_id for retrieving active call details. Customers can use the ref_id received from Click-to-Call and Click-to-Call Support APIs directly, without first mapping it to a call_id.

What are the benefits?

• Use ref_id directly to fetch active call details.
• Eliminate the need to map ref_id to call_id.
• Simplify integration with Click-to-Call and Click-to-Call Support APIs.
• Enable easier correlation across APIs, webhooks, and call logs.
• Existing integrations using call_id continue to work without any changes.

How to use?
Pass either call_id or ref_id as the request identifier in the Fetch Active Call API.

For example:

{
  "ref_id": "your_ref_id"
}

or continue using the existing:

{
  "call_id": "your_call_id"
}

If the provided ref_id is valid and associated with an active call, the API will return the existing active call details.

3. 📦 Enhanced: Standardized agents_answered_details Webhook Payload

Audience: Admin / Supervisor / Developer

What's new?
The agents_answered_details webhook payload is now standardized across Inbound, Outbound, Broadcast, and Dialer webhook events. The payload will follow a consistent structure across different call types and agent destinations, with additional agent information such as email, answer time, and transfer status.

What are the benefits?

• Provides a consistent payload structure across webhook events.
• Simplifies customer-side webhook integration and data processing.
• Reduces the need to handle different payload formats based on call type or destination.
• Provides additional agent details such as email, answer time, and transfer status.
• Makes it easier to identify whether a call was answered by a transferred agent.

How to use?
No configuration changes are required. The standardized agents_answered_details structure will be included automatically in the applicable webhook payloads.

The payload will include fields such as:

[
  {
    "id": "0502XXXXXX402",
    "name": "KaXXXXXXXXxtension",
    "extension": "060XXXXXX0173",
    "agent_number": "+91704XXXXX366",
    "number": "+917XXXXXX66",
    "email": "[email protected]",
    "time": 178XXXXX218,
    "is_transferred_agent": "No"
  }
]

The time field will follow the Time Format configured on the Webhook Configuration page.

4. 🕐 Added "Created At" Column to Click-to-Call Support API Token, Webhook and API Dialplan Listing Pages

Audience: Admin / Supervisor / Developer

What's new?
A new "Created At" column has been added to the Click-to-Call Support API Token, Webhook, and API Dialplan listing pages.

What are the benefits?
Customers can easily identify when each Token, Webhook, or API Dialplan was created, making it easier to track, manage, and differentiate configurations over time.

How to use?
No configuration is required. The Created At timestamp is displayed directly in the respective listing pages for each Token, Webhook, and API Dialplan.

5. 🔔 New: "Call Missed by Agent" Webhook Trigger for Click-to-Call

Audience: Admin / Supervisor / Developer

What's new?
Smartflo now provides a dedicated Call Missed by Agent webhook trigger under Voice → Outbound for Click-to-Call (C2C).

The webhook is triggered when the assigned agent does not answer the first leg of a Click-to-Call request.

What are the benefits?

• Clearly identify calls missed by the assigned agent.
• Differentiate agent-missed calls from other call outcomes.
• Enable automated workflows such as notifications, retries, and reporting.
• Simplify call-status handling for customer integrations.

How to use?
Go to Webhook Configuration → Voice → Outbound and configure the Call Missed by Agent trigger with the required webhook URL.

Once configured, Smartflo will automatically send the webhook when the assigned agent does not answer the first leg of a Click-to-Call call.

Note: The Call Missed by Agent trigger is currently supported only for Click-to-Call (C2C). It is not supported for Click-to-Call Support (C2C Support) at this time.

6. 🔐 Security Enhancement: Removed login_failed_count from Login API Response

Audience: Admin / Supervisor / Developer

What's new?
As part of a security enhancement, Smartflo no longer exposes the login_failed_count field in Login API responses.

The failed login attempt count and account lockout mechanism continue to be enforced internally by Smartflo.

What are the benefits?

• Prevents exposure of failed authentication attempt details.
• Reduces information available to attackers during brute-force or password-spraying attempts.
• Strengthens the overall security of the authentication flow.
• Maintains the existing account lockout protection.

How to use?
No changes are required from customers. Continue using the Login API as before.

The login_failed_count field will no longer be included in the API response. Existing authentication validation and account lockout behavior will continue to work as expected.

Note: Customers using login_failed_count in their API integration should remove any dependency on this field.

🎙️ Voice Streaming & SIP Trunking

✨ New Features & Improvements

1. 🧪 Test Connection Feature for Bring Your Own Storage

What's new?
Customers can now verify their storage credentials (S3/cloud bucket) directly from smartflo before going live - checking connectivity and write access to confirm call recordings and CDRs route correctly to their own storage.

What are the benefits?

• Validate storage setup upfront, avoiding failed uploads after go-live.
• Confirms connectivity and write access before recordings/CDRs start routing.
• Reduces troubleshooting time for Bring Your Own Storage configurations.

2. 🔢 Standard Voice Streaming Error Code

What's new?
The Voice Streaming service now returns a standardized set of error codes instead of generic error messages, making it easier to identify and troubleshoot streaming issues.

What are the benefits?

• Clearer, more actionable error messages for streaming failures.
• Faster troubleshooting and root-cause identification.
• Consistent error handling across the Voice Streaming service.

3. 🎙️ Enhanced Recording Toggle (Higher Bitrate)

What's new?
A feature available on request lets customers upgrade call recordings to a higher bitrate (48kHz) for improved audio clarity.

What are the benefits?

• Improved audio clarity on call recordings.
• Simple toggle - no complex configuration needed.
• Better recording quality for compliance, QA, and review use cases.

📋 Contacts & Campaigns

✨ New Features & Improvements

1. 🔒 PII and SPI Checkbox in Lead List and Contact List

Audience: Admin / Supervisor

What's new?
Lead lists and contact groups now include PII and SPI classification checkboxes on their creation screens. Users can explicitly mark whether a list or group contains Personally Identifiable Information, Sensitive Personal Information, both, or neither.

What are the benefits?

• Gives your organization a clear, auditable record of which lists contain sensitive data, supporting compliance with privacy regulations such as GDPR and HIPAA.
• Enables appropriate data handling controls - including access restrictions, encryption, and retention policies - to be applied based on the sensitivity of each list or group.
• Reduces compliance risk by ensuring sensitive data is identified at the point of ingestion rather than discovered after the fact.

How to use?

• When creating a new lead list or contact group, locate the PII and SPI checkboxes on the creation form and select whichever apply to the data you are uploading. Both options are unchecked by default

💬 Messaging

✨ New Features & Improvements

1. 🍪 Cookie Security Hardening

Audience: Admin / Developer

What's new?
Strengthened security on the channelsData cookie by enforcing HttpOnly, Secure, and SameSite attributes platform-wide.

What are the benefits?

• Reduces exposure to cookie-based attacks, as part of the org-wide cookie security initiative.

How to use?
No action required.