Release Notes

Introduction

Overview

This release includes:

New features
Enhancements

1. New features

WebChat API – New External Integration Platform

Introducing a smarter, secure, scalable WebChat API designed for external systems integration. This new API enables businesses to integrate WebChat directly into existing front-end or chatbot solutions without relying on the native plugin. Features include secure token-based authentication, real-time Webhook updates, and the ability to trigger conversations from external systems while tracking conversation source and performance. Contact Support to activate.

Agent Assist – Picture-in-Picture Mode

Added PiP functionality that keeps Agent Assist visible and accessible when agents navigate away from GoContact to other applications or windows, ensuring continuous guidance during multi-tool workflows.

2. Enhancements

WebChat API – Enhanced Reporting

Added “Conversation Origin” field to both WebChat Messages and WebChat Sessions reports, indicating whether content originated from external API endpoints (“API”) or native system sources (“Native”) for improved reporting insights.

WebChat API – Advanced Conversation Operations

New API endpoints support sophisticated conversation management including conversation handover, conversation recovery, retrieving customer conversations, assigning conversations to agents, and transferring conversations to queues.

Report Designer – Post Call AI Highlights Integration

Integrated Post Call AI highlights functionality into Report Designer, allowing users to access highlights data through both CSV reports and API endpoints.

Search in Script – Performance Optimization

Limited search intervals to a maximum of 3 months to enhance performance when dealing with large volumes of script results and improve response times.

Dialer Control – Database Filter Refinement

Inactive databases were removed from the dialer filter selector. This action eliminates confusion and ensures users only select databases that will actually be processed by the dialer.

Introduction

Overview

This release includes:

New features

Enhancements

Bug fixes

Technical tasks

Other tasks

1. New features

SSO – Add generic SAML SSO capabilities

Generic SAML SSO support: Added support for SAML-based SSO, enabling integration with a wide range of identity providers and customizable login button labels.

2. Enhancements

Analysis Generation on QA Module

AI Analysis generation from QA Module: Users can now generate AI Analytics directly from the call list in the QA module, removing the need to access the call detail page.

Log Agent Assist usage for Billing and Monitoring

Tracks active Agent Assist usage by counting agents using this feature on calls in enabled campaigns, updating peak usage data every minute.

Agent Assist – Improving Agent Assist Handling in Call Transfers

Improved Agent Assist handling in Call Transfers: Better manages call ownership and session continuity during transfers by detecting the “talking” state and passing interaction IDs to providers.

WebRTC Manager retrieves WebRTC user configurations from the Users CSV report

WebRTC configuration in Users CSV report: The Users CSV report now includes a WebRTC configuration field, allowing managers to view each user’s WebRTC setting.

WebRTC – Username validation in user creation to avoid conflict with existing voice extension

Username validation for WebRTC compatibility: Usernames are now validated during creation to prevent conflicts with existing WebRTC or SIP Mobile App extensions.

CRM – Add username next to agent name results in the selector “Agents”

Usernames added to Agent selector in CRM: Usernames now appear next to agent names in the CRM “Agents” selector to help distinguish between users with the same name.

Introduction

Overview

This release includes:

New Features and Enhancements

1. New features

GoContact mobile app

Call transfer to queue – assisted mode

Added the option to transfer to queue when selecting a transfer destination.

2. Enhancements

WebRTC - Allow activating WebRTC at cloud level

A new configuration was added at cloud level, which allows WebRTC to be activated for all the domains in that cloud.

Script Builder - Stop playing audio when a general rule for API request is executed

When the source of the notification is a general rule that calls an API, the sound from notifications was removed.

Agent Assist - Enable segmented Agent Assist flows by sending owner_id and owner_type as SIP headers in streamed call

A dedicated Agent Assist workflow was built, so that campaigns and queues can have their own dedicated knowledge bases. This task involved adding two custom SIP headers, sip_h_X-Owner-Id and sip_h_X-Owner-Type, to the FreeSWITCH originate eavesdrop request, where X-Owner-Id identifies the campaign or queue ID and X-Owner-Type specifies whether it is a “campaign” or “queue.” The implementation required modifying the originate command’s generation logic to include these headers while maintaining compatibility with existing functionality.

Report Designer API - Apply Restricted Owner Access

A fix was applied to enforce the correct permission of Restricted Owner Access checks on the affected endpoints for the Report Designer PHP.

Ticket Attachments - Blocked Extensions

The extension-blocking mechanism has been updated to prevent the upload of potentially malicious files. The platform now restricts the upload of files with the following extensions: .exe, .com, .dll, .bat, .vbs, .scr, and .pif.

Profile Manager - Added checkbox to enable read-only access to tickets outside assigned queues [GO-16810]

A checkbox called “View tickets from other queues” has been added to the Profile settings to enable read-only access to these tickets.

Profile Manager - Rename Ticket Permissions

Ticket permissions were renamed. For example, the “Is Ticket Supervisor” permission was changed to “Manage other user’s.”

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