Product Updates

User Portal/Contact Hub

History. We’ve improved the reliability of Contact Hub pulling Spokn AI transcriptions and summaries. This change helps prevent previous errors to stop the transcriptions and summaries from populating.

Transfers. To improve call handling during warm transfers, the system now prevents a transfer from completing if Agent A receives a second inbound call before confirming the transfer to Agent B. In this case, Agent A will see a pending state and a message confirming the transfer is queued, while Agent B will be notified that a transfer will come through once their current call ends.

Permissions. This update fixes an issue where certain permissions - such as the ability to delete callbacks, hang up calls, put calls on hold, send DTMF digits, or send attachments - were not being correctly reflected in the Contact Hub interface. Now, when these permissions are enabled or disabled for an agent, the corresponding buttons will appear or disappear as expected after a refresh, ensuring a consistent and secure user experience.

Scripts.

• This update ensures that data entered into script fields is now preserved when a call is transferred in Contact Hub, restoring the expected behaviour previously seen in Web Agent.
• We’ve made several improvements to the scripting integration in Contact Hub to boost reliability, reduce memory use, and create a smoother experience for agents. Scripts now persist across tab switches without losing state or history, and script-only interactions auto-save as expected. We’ve also improved compatibility and enhanced responsiveness when the layout changes.

Chrome extension. We’ve updated the MaxContact Force Focus – Agent Call Alert extension to a newer version, as the previous one was deprecated by Google. This update is currently awaiting approval in the Chrome Web Store and will be available shortly.

Manager Portal/API

Call data. This update improves the reliability of integrations by ensuring each call generates only one connection event and all relevant status updates. It introduces enhanced tracking and logging of call state changes to prevent missing or duplicate events, helping maintain accurate and complete call data.

	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.