Smarter Conversations, Smoother Console, More Flexible Tools

v26.1.28

Published: January 28, 2026

Conversation Manager

• Improves the caller experience with greetings on inbound calls and outbound calls (without voicemail detection) by letting the user speak before delivering the greeting and not cutting them off immediately.

Console

• Improves responsiveness and ensures a clean appearance on smaller screens for sessions by optimizing spacing, text truncation and collapsible header details.
• Adds linkage between channel target and its associated channel in the channel target page.
• Fixes the session's date picker to prevent scrolling past the 11th hour.
• Resolves an issue when testing an agent within Console's voice and chat test features to include the full message content, not just the preamble, in the transcript.

Tools

• Adds support to clone existing organization roles to simplify the process of creating custom roles.
• Outbounds - Enhances usability of outbound calls where a greeting is not set up but voicemail detection is active by enabling agents to provide a personalized response to the user's initial message instead of a standard greeting.
• Supports GPT 5.1 and 5.2 models for prompts.