January Release: Smarter Conversations, Smoother Console, More Flexible Tools
This release delivers meaningful improvements across conversation handling, Console usability, and tooling flexibility. Conversation Manager now provides a more natural caller experience by allowing callers to speak before greetings play on inbound and outbound calls, avoiding abrupt interruptions. Console updates improve responsiveness and clarity on smaller screens, strengthen navigation between channel targets and channels, fix date picker scrolling issues, and ensure full message content appears in voice and chat test transcripts. Tooling enhancements include the ability to clone organization roles, improved outbound call handling with voicemail detection, and expanded prompt support for GPT-5.1 and GPT-5.2 models.
v26.1.28
Jan 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.