What's new for Contact Hub for 7.5.0 Release?


  • Callback Editing. You can now control whether agents are able to edit callbacks in Contact Hub. A new agent permission governs this, so you can give or remove callback editing access on a per-role basis. For existing roles that already have agent access, the permission is switched on by default, so your agents keep the access they have today and nothing changes unless you choose to restrict it. Callback management in Management Hub is unaffected and continues to work as before.
  • Lead Matching. We've fixed an issue where inbound calls were failing to match to an existing contact when tags were assigned across the campaign, team, inbound number, and list. When this occurred, agents would see a "No customer found" prompt in Contact Hub instead of the contact's details appearing on the call panel automatically.

What's new for Manager Portal for 7.5.0 Release?

Management Hub

Three pages have moved to Management Hub as part of our ongoing work to bring configuration into one place. Agent Breaks can now be found under Settings in Management Hub. Inbound Numbers and Address Book remain in their existing locations within Management Hub, but both pages have been updated with improved filtering, search, and an overall tidier experience.
  • SIP Header Extraction. A new Extract SIP Header element is now available in the IVR Designer. You can use it to specify which SIP headers should be read from inbound calls and stored as properties, ready for use in routing logic and workflows. To enable this feature, please get in touch with your Customer Success Manager.

Other Updates & Enhancements

  • Lists API. Management Lists API now exposes UseMaxCallbackDays on GET, POST and PUT so the flag is returned and persists. PUT requests that omit the field preserve the existing value, while explicit true or false values update it.
As well as the highlighted areas above, infrastructure improvements to enhance the overall product architecture have been included, ensuring better performance, reliability, and scalability, as well as a number of performance enhancements to boost stability and resilience.
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.