New Features

User Portal/Contact Hub

Custom Alert Tones Are Coming to Dynamic Nailup
Get notifications, at the right time, in a way that works for you. With customisable alert tones, your agents will never miss an interaction again — even in a noisy environment. It’s all about driving faster responses, better awareness, and fewer missed opportunities.

Benefits:

  • Stay focused and in the zone with clear, personal audio cues
  • Reduce missed calls and improve first-contact resolution
  • Tailor your workspace to your preferences – especially helpful in hybrid or shared environments
  • Improve usability for agents handling multiple interaction types

Features:

  • Custom Alert Tones for Dynamic Nailup – Replace the standard beep with a tone that stands out to you when a new voice or digital interaction lands.
  • New Message Notifications – Choose a unique sound to alert you to new messages on live digital interactions.
  • General Notification Alerts– Set a tone for wellbeing notifications or system alerts so nothing gets lost in the noise.
    • Tones are stored at the user level in Contact Hub and automatically play based on the event type.
    • Agents who don’t personalise will still hear the default tones – so no one’s left behind.


Digital Interactions. Call headers on digital campaigns now show the total number of interactions waiting, grouped by queue type. Hovering over an item reveals a tooltip with a table showing all queues for that channel, along with their ready states and waiting counts.


WhatsApp. Contact Hub now displays read and delivery receipts for WhatsApp messages, making it easier to track message status and improve visibility in conversations.


Product Updates

User Portal/Contact Hub

UI. We’ve refreshed the styling across several areas for a more consistent and polished experience. This includes updates to the History panels, with “My History” now using the same component as “Contact History”, and minor styling tweaks to the overview panel for Spokn AI customers. The CLI display has been refined to show ‘Inbound number’ only where relevant, and removed from digital interactions. Additionally, a helpful placeholder now appears when there are no notes on an interaction.

Campaign selection. We’ve fixed an issue in Contact Hub where campaign images displayed incorrectly and overlapped with the campaign name. Images now scale properly to fit the full container width, ensuring a cleaner and more consistent layout.

Scripts. ContactHub now displays the relevant script for draft interactions. We’ve also improved this further by fully loading the associated contact, so any related information is now shown within the script for a more complete view.

CRMs. You can now use fillpoint replacement in path-based URLs when selecting 'Other' as the script source on a list or channel. This means you no longer need to embed third-party systems into a MaxContact script just to support dynamic values.


Manager Portal/Admin

Inbound numbers. Emergency Routing has been improved across the platform to pause campaigns instead of stopping them. This means campaigns retain their lists and settings, making it easier to resume them after Emergency Routing is deactivated. This update applies no matter where emergency routing is started.


System/General

Inbound calls. We’ve fixed an issue where inbound calls were unintentionally resetting the total attempts value in the lead_phone table. This was caused by the IVR’s LookUp Lead element not including this field in its query, resulting in the value being overwritten with 0. The query now correctly includes total_attempts to preserve accurate data.

Integration. The Notification Service now supports real-time broadcasting of callback events - such as create, update, and delete - to external systems. This enables faster and more seamless integration by detecting and processing changes to callbacks almost instantly.

Integration. We’ve enhanced the FlowGear integration to support retrieving an authentication key from Azure Key Vault when communicating with the FlowGear API. Existing clients using a config-file-based key can continue without changes, as the system will still support retrieving the key from the settings.

Integration. The Notification Service now includes enhanced call data models with additional properties to support more detailed API integrations. We’ve also added the ability to filter event notifications by CampaignID, ensuring that notifications are only sent for relevant campaigns when needed.

Database Updates

Replicated Database. For clients with access to the Replicated Database, we’ve added a new alert_tone_details table to support the new Alert Tones feature in Contact Hub. This table stores detailed information for each user-specific alert tone, including associated fields and audio, with timestamps for better tracking and management.

As well as the highlighted areas above, there have also been several quality-of-life improvements and software stability fixes added to the product. 
New additions are currently in the beta phase of production. You may see this icon for areas containing these features and changes within the product.