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Smartflo Release Notes - May 2025

🚀 New & Enhanced Features

🔹 Interaction Hub (UIX)

Minor UI Improvements Across Platform & AppThe overall UI across the Smartflo platform and mobile apps has been polished for a more refined experience.
Recording of Transferred Calls (Incoming & Outgoing) Transferred call recordings are now available for all users—no need for a plan change. Both incoming and outgoing transferred calls are covered automatically.

🔹 APIs & Webhook

Agent Availability Management APIControl user status with the new enable/disable API, providing real-time management of agent availability.
Support for "+" Character in Lead List APIsThe Lead List APIs now support the "+" character, improving compatibility with international formats.
DID Configuration Simplified via APIThe Update My Number API now supports configuration of 'Agent-Extension' and 'Inbound Queue' settings—enabling faster and easier number setup.

🔹 Insights & Reporting

Enhanced Hangup Cause MappingHangup reasons now display clearly interpreted messages instead of backend codes, making issue diagnosis easier for supervisors.

🔹 Dialer Enhancements

Beta Label Removed from Agent PanelContact Center Studio is now officially Generally Available to all users.
Lead Names Displayed in Agent Panel CDRAgent Panel CDR now shows lead names next to the mobile number, improving lead visibility.
Missed Call Handling Pop-UpAgents will now be notified whether a missed call has already been addressed or not.
Fetch Call Records API Update
1. Campaign ID visibility for all agent logs.
2. Pop-up window for lead data when clicking on the Lead Data icon in extended number views.
WhatsApp Interaction Opens in New TabClicking the WhatsApp icon now opens the conversation in a new browser tab for better multitasking.

🔹 Messaging

📬 Unified Shared Inbox Project

Channels Hub is a new module that makes it easy to connect and manage communication channels in one place. It lets users set up both the channel (like messaging) and the connector (like WhatsApp) for a smooth and flexible experience.In this first phase, we’re supporting Messaging as a channel, starting with WhatsApp Business, which can now be set up and managed through a single interface.

📞 WhatsApp Voice Calling Controls

New configurable options to manage WhatsApp voice calling behavior:

Calling Status ToggleTurn WhatsApp voice calling on or off for a specific number.
Calling Icon VisibilityShow or hide the call button in the business account UI.
Default: visible for all or only for interactive messages
Callback PermissionControl whether users can receive WhatsApp call-backs.
Default: opt-in or as neededWhy this matters: These controls are essential for enabling WhatsApp voice calling on our platform. They help manage permissions, visibility, and number-level configuration with flexibility and precision.

🔹 Campaigns & Contacts (CNC)

**Listen2It TTS Integration (Phase 1)**Phase 1 integration with Listen2It enables auto-attendant workflows using advanced text-to-speech capabilities.

🔗 Integrations

Salesforce Dialer: Lead Redirection for Ratio Dialing
Lead redirection support is now live for Ratio Dialing Mode in Salesforce. This feature is available on request. Please contact Smartflo Support to enable it.

Masked Lead Redirection SupportEven when lead details are masked, lead redirection is now supported, enhancing control and compliance in Salesforce integrations.

🛠️ Bug Fixes & Stability Updates

🔹 UIX

Fixed: Reason key was blank in webhook
Fixed: Real-Time Report was not visible to the user
Fixed: Call transfer not working via UI & API
Fixed: Department transfer failure
Fixed: Number masking blocked calling contacts in Smartflo Softphone
Fixed: Auto Attendant page failed with large record counts
Fixed: Answered calls shown as missed when duration < 1 sec

🔹 Insights

Fixed: Broadcast Custom Report had incorrect headers
Fixed: DAPR wasn’t showing correct data for multiple clients
Fixed: Webform report didn’t reflect selected answers
Fixed: DID shown instead of customer number for incoming calls in logs

🔹 Dialer

Fixed: Fetch Call Records API now includes ring duration and retry count
Fixed: Scroll added in profile dropdown for iframe-loaded Agent Panels
Fixed: Reason key now maps correctly to “disconnected by callee” for incoming calls

🔹 Integrations

Fixed: Trunk-appended numbers in HubSpot no longer break CDR functionality

Changelog