Daktela Contact Centre — changelog

Contact Centre 33.23.1

2026-10-27T00:00:00Z

New features

Added a switch for real-time speech-to-text to the AI settings in Global settings; when it is off, the RealTime Speech To Text and Realtime STT Bot options are hidden in the queue settings.

Fixes

Fixed CRM sync replacing the contact already linked to a CRM record with a newly created one.
Fixed page content sliding under the right bar in Safari.
Fixed text pasted into the editor from Excel, Word and similar sources losing its formatting.
Fixed saving a dashboard, wallboard or report with an invalid widget time filter reporting success and dropping the widget; the save now fails with an error message.
Fixed AI QA Frequency in the queue settings offering an empty option that reviewed every activity; All activities is now the default.
Fixed a ticket form section with a dynamic visibility condition staying hidden after a category switch, or failing when another field was hidden.

Contact Centre 33.23.0

2026-10-25T00:00:00Z

New features

Added new Copilot capabilities on the ticket list: opening a ticket view, applying ticket filters and reading the tickets on the displayed page.
- A filter that the filter window cannot display is kept and shown as a single chip that can be cleared.
Improved accessibility of the web chat window to WCAG 2.2 AA: full keyboard control, focus handling when the chat or a popup opens and closes, screen reader labels and announcements, and descriptions of form errors.
Updated the Headers tooltip of Events actions to recommend the Authorization: Bearer header for calls to the Daktela API.

Fixes

Fixed Tickets:
- the ticket form sometimes showing the previous field values after Save & Send and a page reload, and saved changes not reaching other browser tabs;
- a saved filter scheme with Statuses not equal to a value leaving out tickets without a status when applied from the quick scheme selection;
- the notice that a ticket was changed appearing when only fields maintained by the system changed;
- the info icon next to Category never showing the category description; the description is now also shown on hover in the category selection, the ticket list and subtickets;
- occasional errors when opening tickets or forms right after custom fields, translations or queue widgets were changed.
Fixed channels:
- the messaging window notice in WhatsApp, Messenger and Instagram chats showing a wrong state for the first message of a new contact and a wrong text after the window expired; the Instagram window now correctly lasts 7 days;
- the External contact filter of the WhatsApp listing offering no WhatsApp contacts;
- received faxes being lost.
Fixed Manage pages:
- placed action blocks of ticket macros could not be dragged to reorder them;
- new ring groups, inbound routings, call steerings and inbound queues in Neo not prefilled with the same default values as in Classic;
- system and custom fields could not be told apart in the column selection of ticket views and custom grid columns; they are now listed in separate groups;
- the colour of successful results in the Events simulation.
Fixed Global settings and integrations:
- changing the Language of titles not translating the default titles, and the default campaign status Order placed being translated with a wrong meaning;
- hash generation in the AI Agent integration settings doing nothing, and the buttons of these settings overlapping;
- deactivation of an Azure Email Tenant configuration;
- activation of the Generic PBX Device Sync integration failing because its default values were not prefilled.
Fixed Dashboard and reporting:
- a widget with an invalid time filter preventing the whole dashboard, wallboard or report from loading; an invalid time filter is now refused when saving;
- statistics ignoring the filters of the row dimension when filling in empty rows;
- errors of an analytic not being displayed; they are now shown as a notification.
Fixed the add button in the right sidebar in Neo: it again creates a CRM contact (Add CRM contact) and is offered to users who may create contacts.
Fixed the timer of an outgoing call in Neo counting from opening the activity instead of from the start of dialing.
Improved GDPR erasure of external contacts with unassigned chats.

Contact Centre 33.22.4

2026-10-25T00:00:00Z

New features

Added the option for an external web chat chatbot to fill in the chat title, e-mail, phone and custom fields during the conversation, so the agent sees the collected values after the transfer.
Added searching for queues and tickets by their number in selection fields, for example in the missed activities settings of a queue.
Improved the export dialog: the custom field to export can now be searched by typing.
Improved report exports: each sheet is named after the widget description.

Fixes

Fixed Tickets:
- the Tickets page staying blank when the profile has no team views and the user has own views; an error with a Try again button is now shown when the views cannot be loaded;
- re-saving a ticket view with an e-mail "not equal" or "does not contain" condition changing which tickets the view shows;
- colour thresholds and the folder colour of ticket views being saved wrongly;
- the profile selection in the ticket views settings showing a different profile than the one being saved after choosing Keep profile;
- closing the ticket side panel with unsaved changes doing nothing instead of showing the unsaved-changes dialog;
- a discarded draft comment reopening the ticket;
- failed bulk actions on tickets showing no error;
- reopening a just-scheduled e-mail from postponed activities showing an error;
- the AI e-mail reply proposal: Edit leaving an empty page, empty read-only queue and statuses showing No data, and clipped action buttons;
- the contact of a ticket or campaign record being removed when the locked contact field was changed with the keyboard in Classic.
Fixed actions offered to users without the corresponding right:
- Edit, Clone and Add in CRM contacts, accounts, records and blacklist;
- Detail, Update and Create on linked record fields;
- editing knowledge base articles and choosing folders with read-only access;
- Clone of ticket categories, macros and SLA;
- bulk Delete of tickets;
- editing global ticket views.
Fixed agents without the right to manage users not being able to change their own interface language.
Fixed listings applying the filters from the previous session again after the next login.
Fixed AI agent web chat messages showing raw HTML markup instead of formatted text.
Fixed the new message notification repeating once for every open browser tab.
Fixed forms:
- saving a record that was deleted or merged in the meantime showing only "Something went wrong";
- minimum and maximum values of number fields not being checked before saving.
Fixed Manage pages:
- macros: adding or removing actions not counting as an unsaved change, the button colour could not be removed, and the delete dialog of a macro category saying Delete Macro;
- relation pages of categories and macros: titles with &, # or + cut off in the header, Save could be clicked twice, Select all ignoring the search filter, and Select all in Multiple save selecting only some rows;
- changing the target type of a time condition in a routing tree still listing targets of the old type, and Cancel not closing the editor;
- batch edit of queues in Neo failing when changing Target or Target if answered;
- Variable not marked as required for a CLID whose number contains X;
- optional selects (conference recording, queue recording stop notification, autofocused tabs of CRM databases and record types, greeting user) could not be cleared with None;
- Add multiple holidays adding each holiday of a time group twice, and the time group simulation showing the date in US format regardless of the user language;
- Global settings showing empty fields without labels;
- the Phone widget being mandatory in the widget layout of call queues;
- creating an AI agent user without AI agent settings failing without a clear error;
- the image edit panel not opening in the template editor on short templates.
Fixed Dashboard and wallboards:
- the dashboard failing to load when a statistics widget had no grouping;
- the ticket preview in the Calendar widget showing the category and user name in place of the field labels;
- the user lists of wallboard widgets and of the Realtime users widget, which showed bots and system users once Cloud Phone users were displayed.
Fixed import and export:
- the campaign records import preview showing values from the wrong column for columns from AA onwards;
- export with an older saved scheme doing nothing in Classic;
- typing a letter in an open dropdown list triggering keyboard shortcuts instead of jumping to the matching item.
Fixed full-text search not finding words with accented characters in knowledge base articles and activity descriptions created via the API.
Fixed calls being interrupted when a CRM data lookup in the call flow failed.
Fixed AI quality reviews of calls without a queue, and a typo in the review frequency options.

Contact Centre 32.42.0

2026-10-25T00:00:00Z

New features

Added a Sync now action to Generic PBX Device Sync; the sync schedule now follows the last run.
Added the caller's DID (header X-DID) to outgoing voicebot calls.
Updated the Form API for custom form scripts: whenReady accepts a timeout and an abort signal, a read-only snapshot scope was added, subscribers are notified on reset, and subscriptions now last as long as their scope.
Improved analytics: an analytic is now deactivated only after three consecutive runs over the time limit.
Improved the test run of integrations: it tests only the entities the integration has paired and reports how many CRM accounts, contacts, account-contact links and orders it processed.
Improved the billing issues banner: it is now also shown in Neo together with a notice after sign-in, turning it off asks for a confirmation, and updating the billing data refreshes it.
Added a console command to clear cached SSO login provider configurations.

Fixes

Fixed tickets:
- parallel ticket creation assigning the same ticket number;
- updating a ticket whose owner was deleted;
- hidden custom fields resetting their values, and dynamic visibility not cascading to dependent fields while editing;
- live updates of tickets and ticket view counts not arriving after changes made by the system, for example by an incoming e-mail or through the API;
- the call button of a phone custom field in the ticket form now starts a new call and is hidden when calling is not possible;
- unclear tooltips of the external comments settings: both the external user and the ticket category must allow them.
Fixed forms and custom fields:
- the browser freezing when typing or switching the queue in the ticket form if a custom field section had an empty visibility condition;
- conditional visibility with OR conditions on system fields not updating;
- the form builder offering condition operators that could not be evaluated;
- line breaks not shown in read-only text areas; leading and trailing spaces are now removed from text fields;
- option values of custom fields not being trimmed on save;
- the filter modal not rendering custom field rows of a selected saved scheme;
- the address field being overwritten by autocomplete without any typing.
Fixed e-mail and editors:
- wrong behaviour of the Enter key shortcuts and double empty lines in chat messages; the editor help now lists the writing and sending shortcuts;
- inserted tables losing their borders after the comment was saved;
- text in activities being black and unreadable in dark mode;
- attachments disappearing from the list after a draft was autosaved;
- parallel e-mails with the same inline image losing the attachment;
- incoming e-mail download stopping after an unexpected response of the mail server, and the OAuth sign-in to a mailbox accepting a reply that belonged to another command;
- search by a full e-mail address finding nothing for long top-level domains.
Fixed notifications:
- snoozing a toast marked the notification as read or reset it to new;
- a toast now closes once its notification is read, and closing a grouped toast marks all its notifications as read;
- unchecking Toast in notification settings also unchecked Desktop;
- users working through an API token receiving notifications about their own changes.
Fixed channels:
- closing a Facebook or Instagram comment activity in Neo on a queue with a mandatory status;
- sending of an SMS or Facebook/Instagram comment being triggered repeatedly while the previous send is pending;
- timed-out chats leaving activities open;
- Instagram terminate dialogs labelled Chatbot, and WhatsApp and Messenger routing tree headers showing another channel's title;
- missing default sort by title in the Viber chatbot list;
- missing default destination and language on a new web chat inbound connector;
- the WhatsApp connector showing no production data;
- next destination validation errors in chats.
Fixed Realtime:
- the Summary row shown in the Queues tab;
- missing pause setting for a paused agent;
- notifications about an activity going to the supervisor instead of the agent;
- permissions for monitoring actions.
Fixed Dashboard, Reports and wallboards:
- placed Reports widgets could not be dragged to another position;
- chart widgets squeezed or overflowing after a call or window resize;
- the dashboard failing when Last activities contained an e-mail that no longer exists;
- the page title and heading of the wallboard widgets editor.
Fixed statistics:
- team score and export percentages in the NPS report, and wrong percentages in NPS statistics;
- an empty column header for a deleted status;
- filtering by a false value in the social media reactions statistics;
- report export downloads failing on special characters in the title;
- the type dropdown of AI Topics with hardcoded English and a wrong e-mail subject value in AI QA conditions.
Fixed Manage pages:
- Time groups saving and simulation;
- Time conditions: missing default values and missing indicator whether the time group is open or closed;
- CSAT form builder saving;
- the display of selected queues in CLIDs;
- outbound queues: default max ring time is now 2 minutes like in Classic;
- cloned e-mail queue not reusing the source mailbox login;
- Viber connector not saving the API token and SMS connector API token fields being empty;
- call steering destinations block available on create and shown only for custom directions;
- IVR: Add new destination on a new IVR and its position below the destinations block;
- distribution matrix deleting a value;
- widget schemes: missing Apply to other queues button and mandatory fields;
- categories and SLA grids: sortable Description and Unit columns, and required solution times in SLA;
- e-mail rules showing the custom fields section without a selected category, and their User action offering client portal users and users without a profile or role;
- Templates: Parent dropdown offering only e-mail templates;
- optional selects in routings (recordings, dialer statuses, ticket category) could not be cleared with None;
- dragging a macro action block reverted its edited values;
- relation pages not saving settings for rows whose name contains a dot;
- Default answer checkbox of decision trees could not be checked;
- delete dialog of ring groups not showing routing references;
- missing separators in Distribute for and reason in call flow details;
- creating a system recording from an existing one did not prefill the files;
- cloning of a profile failing on a custom grid column without a type;
- the Role and Profile columns missing in the licence usage table;
- Select users by rights selecting all users instead of those with the selected rights;
- search in the Add new record type dropdown of CRM records not accepting input.
Fixed the Jira integration setup: only ticket categories with a Text or URL custom field for the issue ID are offered, the selected field is checked on save, and the pairing step opens right after authorization.
Fixed calls and telephony:
- IVR calls being dropped when a system recording name contains a space;
- a hold-in-queue callback answered from the web app losing its position in the queue;
- constant beeping during a call answered in the Desktop app or another tab;
- the max wait time cause being lost on answered predictive calls;
- an error in queue distribution after a callback timed out;
- the builder link of an AI Coworker linked to an existing instance.
Fixed CRM: the import wizard listing custom fields alphabetically instead of in the defined order (campaign records, contacts, CRM records and accounts), and exporting CRM contacts to campaign records not firing record events.
Fixed users being logged out right after sign-in, and an error on the first failed login.
Fixed the audit listing failing on API token creation entries.
Fixed API requests with a "not like" filter failing.
Fixed activities without interactions missing from activity lists.
Fixed permissions for bulk transcription batches.

Contact Centre 33.22.3

2026-10-21T00:00:00Z

Fixes

Fixed activities without interactions missing from activity lists.
Fixed the Title tooltip of call routings in Neo not showing the name of the target.
Fixed custom status translations not being applied on tickets.
Fixed statistics exports failing on sheet names with non-ASCII characters.
Fixed cloning of rights losing the changes made in the tabs (queues, groups, …).
Fixed the formatting of the ringing activity dialog.
Fixed a ticket reopened automatically by a new comment not being shown as reopened in the commenter's ticket form.

Contact Centre 33.22.2

2026-10-20T00:00:00Z

New features

Enabled switching of the user interface (Classic/Neo) for partner and partner-reseller administrators also while they are signed in as another user.

Fixes

Fixed the browser freezing when typing or switching the queue in the ticket form if a custom field section had an empty visibility condition.
Fixed choosing None in a select custom field saving the label None instead of an empty value.

Contact Centre 32.41.1

2026-10-20T00:00:00Z

Fixes

Fixed a security issue.

Contact Centre 33.22.1

2026-10-19T00:00:00Z

New features

Enabled switching of the user interface (Classic/Neo) in the batch update of users for partner and partner-reseller administrators.

Fixes

Fixed sending web chat messages without attachments.

Contact Centre 31.37.1

2026-10-19T00:00:00Z

Fixes

Fixed Markdown formatting in text composed by Copilot not being displayed in the Classic interface.

Contact Centre 33.22.0

2026-10-18T00:00:00Z

New features

Improved own ticket views: they are private by default, views of other users are read-only and can be cloned, and the Own ticket views right now lets users manage their own views.
Added a separate inactivity logout time for the mobile app.
Added new Copilot capabilities in the agent interface:
- starting an outgoing call and creating a new ticket with a prefilled category;
- reading and filling custom ticket fields and ticket information (title, contact, parent ticket) and creating comments and e-mails on a ticket that is not saved yet;
- saving a new ticket no longer closes an open Copilot chat.
Added delivery of a bot's quick reply buttons in WhatsApp.
Improved ticket drafts: a postponed or missed e-mail reply now returns to its ticket activity instead of creating a new concept, and postponing the e-mail of an unsaved concept also closes the ticket activity.
Added persistence of the Realtime users widget filters after a page refresh or navigation.
Replaced English (US) with English (UK) in language selections.
Enabled switching of the user interface (Classic/Neo) for partner and partner-reseller administrators.
Added the caller's DID (header X-DID) to outgoing voicebot calls.
Updated the Form API for integrations: whenReady accepts a timeout and an abort signal, a read-only snapshot scope was added, and subscriptions now last as long as their scope.
Improved analytics: an analytic is now deactivated only after three consecutive runs over the time limit.
Improved the refresh of activities after postponing an activity.
Updated the Salesforce integration component: phone numbers starting with 00 are converted to the + format.

Fixes

Fixed a security issue.
Fixed Tickets:
- parallel ticket creation assigning the same ticket number;
- replies to incoming e-mails being threaded into an unrelated ticket;
- ticket description and account being carried into a contact created from other actions;
- opening a link to a merged ticket creating a duplicate activity;
- updating a ticket whose owner was deleted;
- a macro that sets the stage to Waiting and sends a new e-mail with a new ticket discarding the e-mail;
- macro buttons under ticket columns hidden below the visible area;
- newly created ticket views not appearing in My views;
- the toolbar of the Tickets tab covering the Favourite and Linked filters in a narrow panel;
- tooltips in the ticket form: a wrong text for a truncated account or contact, a misleading Select record on the contact action button, and unclear explanation of external comments settings.
Fixed ticket drafts:
- improved synchronization of e-mail and comment drafts between browser tabs;
- drafts of closed tickets are now discarded;
- comment and e-mail drafts are paired with their ticket activity.
Fixed forms and custom fields:
- conditional visibility with OR conditions on system fields not updating;
- dynamic visibility not cascading to dependent fields while editing;
- form builder offering condition operators that could not be evaluated.
Fixed e-mail and comment editors:
- new line not working in text areas;
- wrong behaviour of the Enter key shortcuts and double empty lines in web chat messages;
- inserted tables losing borders after the comment was saved;
- links whose text ends with ".pdf" not being clickable;
- missing Show original text button after reopening a postponed reply;
- parallel e-mails with the same inline image losing the attachment.
Fixed notifications:
- snoozing a toast marked the notification as read or reset it to new;
- a toast now closes once its notification is read, and closing a grouped toast marks all its notifications as read;
- unchecking Toast in notification settings also unchecked Desktop.
Fixed channels:
- closing a Facebook or Instagram comment activity in Neo on a queue with a mandatory status;
- filtering of social media reactions;
- timed-out chats leaving activities open;
- WhatsApp template header media (image, video, document) not being delivered;
- Instagram terminate dialogs labelled Chatbot, and WhatsApp and Messenger routing tree headers showing another channel's title;
- missing default sort by title in the Viber chatbot list;
- missing default destination and language on a new web chat inbound connector.
Fixed Dashboard and Reports:
- placed Reports widgets could not be dragged to another position;
- height of the Calendar widget being ignored;
- chart widgets squeezed or overflowing after a call or window resize;
- the Items per page setting of the Realtime users widget having no effect;
- the incoming call popup not being centred.
Fixed Statistics and analytics:
- a radar chart analytic crashing when it has no data;
- an empty column header for a deleted status;
- report export downloads failing on special characters in the title.
Fixed Manage pages:
- category tabs: Add new could never create a tab;
- dragging a macro action block reverted its edited values;
- relation pages not saving settings for rows whose name contains a dot;
- Default answer checkbox of decision trees could not be checked;
- delete dialog of ring groups not showing routing references;
- missing separators in Distribute for and reason in call flow details;
- optional selects in routings (recordings, dialer statuses, ticket category) could not be cleared with None;
- User action of e-mail rules offering client portal users and users without a profile or role;
- creating a system recording from an existing one did not prefill the files;
- import of Daktela devices requiring a password column;
- cloning of a profile failing on a custom grid column without a type;
- the Role and Profile columns missing in the licence usage table.
Fixed multiple issues in the Jira integration.
Fixed CRM: the contact duplicates dialog crashing when the duplicate had no phone or e-mail filled, and the campaign record import wizard listing custom fields alphabetically instead of in the defined order.
Fixed users being logged out right after sign-in.
Fixed API requests with a "not like" filter failing.
Fixed constant beeping during a call answered in the Desktop app or another tab.
Fixed IVR calls being dropped when a system recording name contains a space.
Fixed permissions for bulk transcription batches.
Fixed the Czech interface showing untranslated English texts in Preferences.
Fixed theme colours of the default and paper backgrounds.

Contact Centre 33.21.3

2026-10-14T00:00:00Z

New features

Changed the SAP Business One synchronization to use the Service Layer.

Fixes

Improved the Billing issues banner.
Fixed HTTP 500 on very large listing filters.
Fixed team score and export percentages in the NPS report.
Fixed a custom field accepting a stored value of a deleted option sent via the API.
Fixed a hold-in-queue callback answered from the web app losing its position in the queue.

Contact Centre 33.21.2

2026-10-13T00:00:00Z

Fixes

Fixed simultaneous ticket editing: changes of the parent/child link are now shown to other viewers of the ticket, and system fields and idle viewers no longer trigger updates.
Fixed errors of an integration test run not being returned.
Fixed web chat transcripts: a transcript is sent once to the e-mail stored on the chat, and the transcript option is handled correctly.
Fixed a security issue.

Contact Centre 33.21.1

2026-10-12T00:00:00Z

New features

Improved the call activity: the call description moved to the header and the phone widget was removed.

Fixes

Fixed a custom field rejecting an unknown option value instead of silently emptying it.
Fixed a ticket draft being restored into a different ticket.

Contact Centre 33.21.0

2026-10-11T00:00:00Z

New features

Added a Sync now action to Generic PBX Device Sync; the sync schedule now follows the last run.
Added passing of the quoted message of a WhatsApp customer to the chatbot.
Added a console command to clear cached SSO login provider configurations.
Added a clear error instead of an empty grid when the API is asked to sort by a field that cannot be sorted.

Fixes

Fixed a security issue.
Fixed Realtime:
- user states not being translated, and the internal value Session shown for unready users;
- missing Queue type filter, Is empty operator for User and Ongoing activities toggle in the Activities filter;
- the Summary row shown in the Queues tab;
- the queue selection dialog not showing which user it is for;
- missing pause setting for a paused agent and No pause in the batch pause menu;
- notifications about an activity going to the supervisor instead of the agent;
- permissions for monitoring actions.
Fixed Dashboard:
- latest activities not updating automatically;
- an Iframe widget set to App only being displayed on the web dashboard;
- the Calendar widget not remembering which event types are switched off.
Fixed e-mail editor and drafts:
- comment and e-mail drafts not closing together with their ticket activity;
- Delete all in the attachments tab doing nothing on an unsaved e-mail draft;
- Chrome spellchecker working improperly;
- removal of a comment attachment being lost;
- Save and send of a new e-mail without a ticket showing an invalid To address error;
- editing a comment and closing the activity by a macro or the Close button losing the edited text.
Fixed forms and custom fields:
- form values from one record being restored into another record;
- inconsistent availability of Form API methods in ticket sections;
- the filter modal not rendering custom field rows of a selected saved scheme;
- the address field being overwritten by autocomplete without any typing;
- category form builder adding or removing custom field options in the wrong row.
Fixed grids: sorting by some columns (Knowledge base tags, External users, Tabs Iframe height, Blacklist and others) emptied the grid without an error message.
Fixed Blacklist: the Number/IP column empty, search by number failing, and the blacklist databases column in queue statuses.
Fixed AI and statistics:
- new documentation links in AI hub and See details no longer opening the Copilot detail;
- wrong percentages in NPS statistics;
- the type dropdown of AI Topics with hardcoded English and a wrong e-mail subject value in AI QA conditions;
- speech-to-text and AI QA conditions comparing values of different types incorrectly.
Fixed Manage pages:
- Time groups saving and simulation;
- Time conditions: missing default values and missing indicator whether the time group is open or closed;
- CSAT form builder saving;
- queue dropdown of CLIDs;
- outbound queues: default max ring time is now 2 minutes like in Classic;
- cloned e-mail queue not reusing the source mailbox login;
- Viber connector not saving the API token and SMS connector API token fields being empty;
- next destination validation errors in chats;
- saving the queue AI functions page deleting all Macro links of the queue;
- routing tree opened without a target crashing;
- call steering destinations block available on create and shown only for custom directions;
- IVR: Add new destination on a new IVR and its position below the destinations block;
- distribution matrix deleting a value;
- widget schemes: missing Apply to other queues button and mandatory fields;
- categories and SLA grids: sortable Description and Unit columns, and required solution times in SLA;
- e-mail rules showing the custom fields section without a selected category;
- Tabs: Remove all relations unlinking only categories;
- delete dialog of chat routings naming Connectors for every routing type;
- Templates: Parent dropdown offering only e-mail templates;
- invalid JSON in the event configuration being silently dropped while the save reported success;
- wallboard widgets editor page title and heading, colour of form section subtitles and description of the max attempts setting;
- missing translations in several places.
Fixed Neo pages failing to load: the Social Media Comments listing and the CRM record type read view.
Fixed calls and telephony:
- direct calls not being routed to Voicebot extensions;
- the max wait time cause being lost on answered predictive calls;
- Coworkers replacing an existing call recording;
- fax notifications now being sent through the shared mail sending.
Fixed WhatsApp chats showing no production data in the connector.
Fixed exporting CRM contacts to campaign records not firing record events.
Fixed the Billing issues banner: React banner, login popup and confirmation before turning it off.
Fixed the audit listing failing on API token creation entries.
Fixed ticket views not appearing on hover on the tickets page when the views navigation is collapsed.
Fixed the decision tree editor (web chats) dropping the added target and title when saving the starting-point node.
Fixed OpenAPI documentation download.
Fixed the test run of integrations and the errors it returned.
Fixed a crash on the first failed login.

Contact Centre 32.41.0

2026-10-11T00:00:00Z

New features

Added formApi v2 for custom form scripts: open activities access and events, owner-scoped registry, scope events, owned field access and per-scope overrides.
Added support for WhatsApp contacts identified by a username instead of a phone number, including loading their message history.
Added a confirmation before saving whitelist changes that could lock the administrator out.
Added the Relations button to queue editing and the missing Macros and Comment templates to the ticket category relations.
Improved accessibility of the webchat client.
Improved the Notifications settings: bulk toggle by clicking the module, column header or row works again.

Fixes

Fixed a security issue.
Fixed form values from one record being restored into another record, and the ticket header showing a wrong ticket.
Fixed the access detail: ticking Admin accesses wiping existing Licensing and Billing rights, saving CRM record types in the rights detail, and a failing request on every load.
Fixed merging: hidden custom fields being overwritten, and the doubled title in the CRM bulk merge dialog.
Fixed email: text in the editor being shortened with the cursor jumping to the top, the Reply-To header not being kept when sending via Azure, removing a forwarded attachment deleting it from the original, the auto response offering non-email templates, the email queue now being preselected when only one is available, and Jira comments with attachments arriving with broken diacritics and merged paragraphs.
Fixed messaging: a messaging activity not being postponable when its queue has statuses, the sender of an external channel (Instagram, Facebook Messenger, WhatsApp, Viber) not being paired when assigning a contact.
Fixed queues and settings: a deactivated Robocaller queue not being activable from the list, a cloned time group being saved with the source rules, cloning an IVR copying its unique shortcut, the IVR Timeout max digits field always being disabled, queue names and numbers, and the async multi autocomplete search.
Fixed blacklists: the databases column, permissions, statuses and the timeout entered in the add form being ignored.
Fixed missing SLA in portlets causing an error, and possible infinite locking of portlet data.
Fixed the macro URL address action not replacing all variable forms, and macros in the relation table missing descriptions.
Fixed the CRM account clone page missing tabs, and the Groups and Statuses dialogs of category relations.
Fixed Cloud Phone users not being redirected to the Cloud Phone interface after a password change.
Fixed STT conditions comparing values of different types, and feature codes other than pickup and call forwarding not being classified.
Fixed custom contexts and languages in the administration: the missing gear icon for system contexts and the empty Code column.
Fixed an HTTP error on listings with very large filters.
Fixed the validation of profile custom views on save.
Fixed a blank page after a failed start of the application.
Fixed translation keys of statistics and resources.
Fixed failed DTMF ticket creation not being logged.
Fixed the new ticket action in the account tabs being offered to users without the right to create tickets.

Contact Centre 33.20.2

2026-10-08T00:00:00Z

Fixes

Fixed sending of an SMS or Facebook/Instagram comment being triggered repeatedly while the previous send is pending.
Fixed Copilot Translate + Replace sending the original e-mail text instead of the translation.
Fixed signing in through a password reset link.

Contact Centre 33.20.1

2026-10-07T00:00:00Z

Fixes

Fixed Select users by rights selecting all users instead of those with the selected rights.
Fixed the Previous calls of campaign record header showing a wrong last call date when numbers have different formats (with and without a country prefix).
Fixed a datetime field clearing while typing when custom translations load.
Fixed the call button of a phone custom field in the ticket form starting a new call and not being hidden when calling is not possible.
Fixed option values of custom fields not being trimmed on save.
Fixed manually closed tickets silently reopening.
Fixed the e-mail queue not being preselected on a new e-mail when only one queue is available.
Fixed hidden fields resetting their values in tickets.
Fixed changed required custom fields being left out when saving a ticket, and custom fields not refreshing after restoring a ticket draft.
Fixed bugs of simultaneous ticket editing.
Fixed the WebRTC link not working.
Fixed the dashboard crashing when Last activities contained an e-mail whose record no longer exists.

Contact Centre 33.20.0

2026-10-04T00:00:00Z

New features

Added a confirmation before saving whitelist changes that could lock the administrator out.
Extended the Form API for integrations: owner-scoped scopes with their own events and field access, whenReady, per-scope overrides and a read-only list of open activities (getActivities, formApi:activities event).
Added a relation in the Calls API between a callback and the missed call it answered.
Improved the authentication of the MCP connector.
Improved the performance of the ticket form and ticket lists.
Unified the design of form section titles.

Fixes

Fixed a security issue.
Fixed full-text search for numbers with separators and for e-mail addresses with long top-level domains.
Fixed Manage relation pages:
- missing Relations button in queue editing;
- missing Macros and Comment templates in the Relations dropdown of the ticket category detail, and missing descriptions in the macros relation table;
- category Tabs and status Categories and Queues pages without control panel and row actions;
- Groups dialog that could not be saved and Statuses dialog with missing fields on category relation pages;
- missing tabs on the CRM account clone page.
Fixed access roles and rights:
- Admin accesses clearing the Licensing, Billing and MCP Write Access rights;
- CRM record types not being saved on the rights detail;
- deactivated users shown as unchecked and removed on the next save of a profile;
- an error on every load of the access detail;
- profile custom views structure not being validated on save.
Fixed Blacklist: missing databases column, wrong permissions of blacklist databases, and the timeout entered in the CRM Blacklist Add form being ignored.
Fixed Statistics:
- missing structure of dynamic AI statistics;
- Skip hung up filter without a zero option and SLA/Skip values losing their unit;
- hidden columns reappearing after switching to another statistic;
- filtering issues such as Does not equal, widget data and autocomplete;
- translation keys of statistics and resources.
Fixed Manage pages:
- a missing SLA in portlets causing an error;
- the e-mail queue auto response offering only e-mail templates;
- a cloned time group being saved with the edited rules instead of the source ones;
- a deactivated Robocaller queue not being possible to activate again from the queues list;
- the Clids queues dropdown filtering;
- the category form: working time, outgoing queues and default CRM database could not be cleared;
- IVR: cloning an IVR copying the unique shortcut, and the Timeout max digits field always disabled;
- system protected custom contexts without gear icon, and the empty Code column of languages and custom contexts;
- the macro URL address action not replacing all variable forms;
- the persistent API tokens grid squeezed on the user detail.
Fixed Tickets:
- hidden custom fields being overwritten when merging;
- a failed ticket update with a comment leaving an empty comment and a reopened ticket;
- a ticket being locked and not possible to save after a call transfer;
- the e-mail queue not being preselected on a new e-mail when only one queue is available;
- the status disappearing when merging tickets in Neo;
- ticket browser routing;
- the Assign ticket widget creating a new ticket without the CRM contact and account;
- poor text wrapping of the history info;
- the contact duplicity dialog missing the Not duplicate button;
- unreadable black text in activities in dark mode.
Fixed agents being unable to log out because of a stuck e-mail or comment activity (after a failed e-mail send, or after closing a ticket with an open draft).
Fixed a messaging activity that could not be postponed when its queue has statuses.
Fixed editors and inputs:
- text in the e-mail or comment editor being shortened and the cursor jumping to the top;
- the Enter key activating a stale first result instead of the just-typed phone number;
- search filter of the asynchronous multi autocomplete dropdown;
- an e-mail reply keeping the original contact after the recipient was changed;
- Send being enabled during an attachment upload and the file silently lost;
- Copilot Translate and rewrite actions: Replace now replaces the original text and the closing phrase is translated too.
Fixed channels and e-mail:
- WhatsApp contacts identified by a username instead of a phone number: the contact pairing and the message history now work;
- assigning a contact from an Instagram, Facebook Messenger, WhatsApp or Viber activity: the sender is now remembered and following messages arrive assigned;
- Jira comments with an attachment arriving with broken diacritics and merged paragraphs;
- Reply-To not being preserved when sending e-mails via Azure Graph API;
- e-mail queues receiving mail from some mail servers: wrong detection of a successful login and a download that never finished;
- programmatic field purpose in the web chat client (WCAG).
Fixed wallboards: kiosk links with an access token not opening, and too many portlet requests from wallboards and the realtime panel.
Fixed outdated Cloud Phone and WebRTC scripts after an upgrade, and a blank page after a failed load of the web app.
Fixed Cloud Phone users not being redirected to the Cloud Phone GUI after a password change.
Fixed notification settings: the bulk toggle by clicking a module, column header or row works again.
Fixed the doubled title Merge Merge contacts of the CRM bulk merge dialog.
Fixed HTTP 500 on very large listing filters.
Fixed classification of calls made with feature codes.

Contact Centre 33.19.0

2026-09-25T00:00:00Z

New features

Added breaking down any row of an Analytics result by another dimension.
Added synchronisation of WhatsApp templates, including the variables of buttons and headers.
Neo is now the default interface for newly created users.
Added synchronisation of email and comment drafts between browser tabs, with a notice about unsaved differences.
Added smooth scrolling to and highlighting of the target activity when navigating through ticket links or actions.
Improved the encoding of outgoing SMS: Unicode is used only when the text really needs it.

Fixes

Fixed tickets and activities.
- Ticket views with negative conditions (such as does not contain) no longer hide tickets without an email address, and a ticket view with no sorting no longer crashes the tickets table.
- Part of the email text could get lost, and anonymizing an activity without an item failed.
- The listing of comment interactions was missing.
Fixed CRM contacts and accounts.
- The account owner can be cleared, and Merge in the contact duplicity dialog stays disabled until a duplicate is selected and names the right entity when it fails.
- Add activity and update contact from a listing now transfers the number or email to the contact.
- Cleaning CRM records no longer affects live records, and the customer journey button stays inside the contact column.
- Externals: the contact dropdown, read-only fields, and the unique name no longer changing with the title on update.
Fixed the CRM blacklist: sorting by number or IP address and by timeout, and the type dropdown offering only phone number and IP address (existing WhatsApp records show a proper label).
Fixed listings and filters.
- The inline filter panel no longer discards conditions set in the advanced filter, and filtering emails by Draft state returns rows.
- The customer number filter in calls and SMS ignores spaces, and the Yesterday preset ends at today.
- Sorting by some columns in listings and manage tables works again, and Realtime panel columns sort by the values their cells show.
- The call detail (CDR) dialog in listings is no longer empty.
Fixed routing and settings pages in Neo.
- CLIDs with a variable can be saved, the Next target is prefilled correctly, and the Window design create dialog opens from the + button.
- TTS announcements: dynamic text, the callback field and the Add to system recordings button now behave correctly.
- Background music accepts the right file formats, the category rights offer the distribution values 50 and 100, and helpdesk values are trimmed.
- The decision tree interaction dropdown offers the fields of SMS, Facebook Messenger, Instagram, Viber and WhatsApp, and wallboards show proper error pages when the URL is wrong.
Fixed users and rights.
- The profile hash is reset when a user is saved, but not when the save failed.
- Cloning users and rights respects the rights to create, and the Test user checkbox is available when cloning as an administrator.
- MFA fields in system users are saved, social media queues no longer show the call pickup checkbox, and the knowledge base tab, user groups actions and custom grid columns respect rights.
Fixed calls: a transfer from the GUI to a target that cannot be routed is refused before the agent hangs up, quality (MOS/MES) values are calculated correctly, and Realtime shows calls without a direction and ticket sessions.
Fixed conditional AI topics being evaluated before the topic that gates them exists.
Fixed the login page not scrolling so the Verify button of 2FA stayed hidden, an untranslated string in the navbar, and recording playback continuing after leaving the page.
Improved the accessibility of the webchat: form control contrast, NPS stars and the CTC summary.
Fixed statistics: the Tickets solution time statistic returning an empty dataset with a limit, and missing notifications after import and export.

Contact Centre 32.40.0

2026-09-25T00:00:00Z

New features

Added the AI Topics direction option for email queues, and renamed AI Agent to AI Coworker in the interface.
Added a new option to the STT dropdown and an information banner to the whitelist.
Added new notification texts with ticket references and bold text.
Allowed Cloud Phone users to reset their password using Forgotten password.
Improved accessibility of webchat forms: better contrast of form controls, NPS stars and the callback summary table.
Improved outgoing SMS encoding: unicode is now used only when the text really contains characters that require it.
Improved processing of call recordings: conversion and speech-to-text uploads no longer block other work when many recordings are waiting.

Fixes

Fixed a security issue.
Fixed tickets: a ticket created internally without an email being hidden by negative ticket view filters, a ticket view without sorting crashing the tickets table, and the reply email text sometimes being partly lost.
Fixed CRM: the account owner not being clearable, deleting a CRM contact blocking re-pairing of external channel contacts, the CRM records cleaning detaching live records from their accounts and contacts, adding an activity to a contact from an activities listing not writing the number or email to the contact, and the number being written twice into a single-value contact field.
Fixed merging and forms: hidden fields in merge, the options list of form dropdowns, selecting values in relation fields with stale options, the merge modal showing the category name instead of its title, read-only fields not being populated, Externals changing the unique name when the title is changed, and export to records.
Fixed routing and call settings: CLIDs with a variable not being saved, the missing distribution values 50 and 100 in category rights, next target autofill and the Terminate field being required, and background music extensions.
Fixed recordings and announcements: TTS announcements had no callback field for dynamic text, the Add to system recordings button was shown when it should not be, the blacklist grid sorting returned an empty result, and recording playback continued after leaving the page.
Fixed a blind transfer to an external number losing the caller number, and a GUI transfer to an unroutable target now being refused before the agent hangs up.
Fixed Realtime: panel columns sorting, the users widget filters and empty arrays in its payload, a stale realtime session blocking re-activation of a deactivated user, and QoS statistics at the beginning of calls.
Fixed the Neo interface: the customer journey button being pushed out of the contact column by long titles, navigating away from CRM links and closing modals, the empty CDR modal in the activities listing, the dashboard crashing after the legacy palette change, typeless shortcuts being drawn in the sidebar, the Window design create modal, the order of chips in settings modals, the Info icon design, multiselect tag icons wrapping onto a new line, tooltips in events actions, and the preset Yesterday of date ranges using now instead of today.
Fixed users and rights: the profile hash not being reset on role change, rights for knowledge base tabs, clone action guards for users, rights and groups, the call pickup checkbox shown for social media queues, the licence guard blocking saves of rights without queue logins, and the required email in the user form.
Fixed statistics: AI topics by time showing a wrong date, the ticket solution time limit returning no data, and the limit being settable to None in several statistics.
Fixed conditional AI topics being evaluated before their gating topic existed, and decision tree variables not following the channel.
Fixed notifications: the system notifications cache after reading, and the text of announcements showing HTML entities.
Fixed the pulldata subsystem crashing the application when returning to a tab.
Fixed Daktela helpdesk values with spaces not being trimmed in overrides, and the monitoring call audit entry having no user.
Fixed errors of the call distribution strategy and ring timing polls, the integration form error handling, undefined strings in client requests, and the cache busting of webrtc and Cloud Phone windows.
Fixed the PJSIP tool failing when a contact is deleted during its run, and regenerated custom access rules not being updated on configuration.

Contact Centre 31.37.0

2026-09-25T00:00:00Z

New features

Added support for the standard Authorization: Bearer header for API authentication.
Improved access lists of custom scripts: loopback addresses are now replaced by a $SELF value that works on all servers of the installation.

Fixes

Improved stability of recording processing and transcription.
Fixed several issues with answering machine detection (AMD).
Fixed voicebot activity in outbound calls.
Fixed click-to-call (CTC) records: they are no longer marked as done when the queue number is missing and no longer stay Ready after an unanswered call.
Fixed wrong title and CRM contact on the first call from a campaign record.
Fixed direct calls to users who are on a pause that does not allow calls.
Improved performance of mailbot training.
Fixed the realtime interaction counter going negative on outbound calls.
Fixed a distribution error with certain queue conditions.
Fixed duplicated browser notifications.
Improved reliability of automatic call answering on SIP devices.
Fixed filtering of the event log in the API.
Fixed line breaks being lost in Copilot translation tooltips.
Fixed recording playback audit records being lost when a recording is deleted.
Fixed custom fields in the ticket form being cleared after a call ends.
Fixed the queues load widget to count each agent only once.
Fixed cloning of a dialer queue with a target abandon rate below the minimum.
Fixed inline images from templates not being embedded into sent emails.
Fixed chat messages created via the API not appearing live for agents.

Contact Centre 33.18.0

2026-09-18T00:00:00Z

New features

Added an AI Topics direction option for email queues.
Added the operator's name and avatar to the Coworkers AI chatbot widget when a chat is handed over from the bot to a human.
Renamed AI Agent to AI Coworker in queue settings; AI fields are shown only when AI Coworker is enabled.
Added an information banner to the whitelist in Globals.
Added support for new notification templates, including ticket references and bold text in notifications.
Added the ability for Cloud Phone users to reset their password via Forgotten password.

Fixes

Fixed a security issue.
Fixed a blind transfer to an external number losing the caller's number.
Fixed Copilot translation of emails and transcripts losing the HTML formatting.
Fixed tickets: saving a ticket twice at once, a crash when creating a ticket from the right bar with a view without default settings, rights checks for ticket actions, macros for unsaved tickets, and a ticket view with missing sorting crashing the table.
Fixed ticket merging: hidden fields and the category being shown by name instead of title in the merge dialog.
Fixed pasted email addresses being removed in the email form, and the Froala editor sometimes overwriting a pasted image.
Fixed better handling of websocket connection outages, so drafts are not lost.
Fixed contacts: a deleted CRM contact blocking the pairing of external channel contacts again, two numbers being squashed into a single-value contact field, and the CRM record title being limited to 128 characters.
Fixed Export to records not working, account fields always being updated instead of read, and crashes of relation fields with stale options.
Fixed Realtime: users widget filters now match Classic, empty arrays in the payload, and a stale session blocking re-activation of a deactivated user.
Fixed statistics and analytics: the order of metrics in analytics, wrong dates in AI topics by time, a limit that could be set to None, and activity custom fields missing in the Data Studio endpoint.
Fixed decision trees: derived variables from the channel and export of decision trees; the webchat attachment setting is now enforced, and the Coworkers bot state is kept.
Fixed rights: falling back to profile access options when reading rights, two None options in category rights, a licence guard blocking every save of a right without queue logins, and a required authentication email in the user form.
Fixed the user shown in the audit of call monitoring.
Fixed ringing activities and activity cards: contact and account links styling, the copy button for phone numbers, the info icon design and the footer buttons of the comment widget.
Fixed settings and routing details in Neo: email routing rules status action, Next target Terminate being required, tooltips in event actions, the order of chips in the settings modal, multiselect tag icons, and the system notifications cache after reading.
Fixed announcements showing HTML entities instead of characters, and webphone and Cloud Phone not loading the newest version.
Fixed Neo showing outdated data: older requests for realtime data are discarded so the newest answer is always shown.
Fixed shortcuts without a type being drawn in the sidebar and saved with rights, events action tooltips showing a fixed English text, and the order of metrics in an analytic not being kept when saving.
Fixed the Add ticket button in account and contact tabs ignoring rights, links to contacts and accounts from an activity detail not closing it, and the STT conditions getting a new Required by AI functions filter.

Contact Centre 32.39.0

2026-09-18T00:00:00Z

New features

Added a Keep HTML export option for rich text custom fields.
Added the Max. wait time reached status setting for dialer queues: the status given to a campaign record when the call is answered but no agent picks it up within the maximum waiting time.

Fixes

Fixed a security issue.
Fixed email: the compose button being disabled for categories with a default email queue, email queues without an outgoing server being offered in the send-from picker, the Important button disabling save, discard and archive, backoffice users not being able to compose emails without a channel licence, the email connection check ending with a gateway error, and repeated email connector down notifications to the administrator.
Fixed the webchat Allow attachments setting not being applied for the client API.
Fixed the user import skipping the licence check.
Fixed global settings pages in Neo: error messages in maintenance always showing, the licence usage button, daemon fulltext checkboxes, the missing whitelist of API endpoints table, widget intervals checkboxes, and empty rows in answering machine detection integrations.
Fixed the new activity button staying enabled during an ongoing request, and the dropdown clearing preselected values on form load.
Fixed bot configuration parsing, global search arrow key focus, and an empty shortcut rendering a dead button in the sidebar.
Fixed notification language not being changed, an anonymized missed activity staying in the Missed listing, and the texts of flow details (Sent, Invited, ringing time) in the activity detail.
Fixed Wallboard SLA colours not working.
Fixed creating an API token: the X button always being disabled and requests being sent on every keystroke.
Fixed the import: multivalue separator, CSV quoting and the records database pair.
Fixed statistics limits in Tickets by accounts, Activities by accounts and Email templates.
Fixed the duplicate extension not being blocked for passive users.
Fixed the tickets page resetting row selection when ticket views are refreshed in the background.
Fixed assigning a contact from an activity on external channels (Instagram, Facebook Messenger, WhatsApp, Viber), where every following message arrived unassigned.
Fixed the robocaller next target field and answering machine detection failing when its connection is already closed.
Fixed click-to-call records being silently marked done when the queue number was missing.
Fixed bulk erasing of tickets leaving attachments without their files.
Fixed settings screens: time conditions not showing the modified icon, the automessages detail link, the terminate queue dropdown showing all queues, cloning a ring group copying the unique number, trunk types showing wrong fields, the filter scheme save button staying disabled, and the disconnection cause field being empty by default.
Fixed Realtime not being able to change queues, and Facebook de-authorization.
Fixed the filters differing between Neo and Classic, including AI Coworker conditions.
Fixed the activity of calls started by an AI Coworker in outbound calls, and the wait and open times calculation of calls showing negative or wrong values.
Fixed the QA form queues button leading to a wrong page.

Contact Centre 33.17.0

2026-09-10T00:00:00Z

New features

Added a Keep HTML export option for rich text custom fields.
Added unique attempts, Answered % and transfer counting to chat statistics by users.
Added default notification settings for newly created users.
Added support for voicebot extensions in calls.
Redesigned the Report a bug and Request a feature dialogs of the support widget: title, Daktela area, proposed solution, screenshot upload or capture, and technical details attached automatically.
Improved the Analytics page: metrics and filters are handled consistently.
Removed the obsolete Coworkers chatbot reporting from webchat routings.

Fixes

Fixed a security issue.
Fixed importing records: multi-value separators, CSV quoting and multi-value cells are handled correctly and the preview is accurate.
Fixed several issues in tickets.
- Fixed ticket history: the last activity time, the order of the newest activity of the day, and missing ticket merges and multi actions.
- Fixed ticket activities and comments: a new activity not appearing in an open ticket until reload, an activity stuck in the unsaved state after saving a comment, comment edits lost when switching ticket tabs, and a missing warning when closing a ticket with an open email activity.
- Fixed a ticket being reopened by a new activity: only an inbound email now reopens a waiting or closed ticket.
- Fixed the Attach button not responding when the ticket section is maximized and the form section is collapsed.
Fixed several issues in emails.
- Fixed emails: reopening a postponed email losing the draft, wrong queue and subject of an email activity, a lost part of the email text, the email checker returning an error, and the wrong attachment being downloaded while editing a template.
- Fixed Neo email sending: queues without an outgoing server are no longer offered when composing, backoffice users can compose emails without a channel licence, and sending queues are offered when creating an activity for a contact.
- Fixed the admin being spammed by notifications about an email connector being down.
Fixed several issues in chat and social channels.
- Fixed WhatsApp conversations with an AI agent being closed after distribution; they now reach the bot whole.
- Fixed contacts on external channels (Instagram, Facebook Messenger, WhatsApp, Viber): assigning a contact from an activity now stores the sender, so following messages are assigned.
- Fixed replying to a Facebook comment (pasted formatting is cleaned) and the Facebook page authorization dialog spinning endlessly when an error occurs.
Fixed the anonymized missed activity staying in the Missed listing, and bulk-erasing tickets leaving orphaned attachments.
Fixed several issues in users and notifications.
- Fixed the user import skipping the licence check.
- Fixed a duplicate extension not being blocked for passive users.
- Fixed notifications not being shown in the language of the recipient.
Fixed several issues in Realtime and wallboards.
- Fixed Realtime: the select-all option removed from the Users table, inline filters for queue type, AI activities and user states, changing queues, and call time calculation.
- Fixed the SLA colour not working on wallboards.
Fixed several issues in calls and campaigns.
- Fixed predictive dialer and campaigns: the Max. wait time reached status, the Next target field of the robocaller, and CTC records silently marked done when the queue number was missing.
- Fixed answering machine detection and the IVR jump log message.
- Fixed calls started by an AI agent now using the activity name supplied by the bot, and the AI agent conditions in the queue settings showing a different count than in Classic.
Fixed several issues and UI details in Neo.
- Fixed Globals pages in Neo: empty rows in answering machine detection integrations, missing checkboxes in daemon and widget interval tables, the missing whitelist of API endpoints, misleading maintenance error messages, and the licence usage button.
- Fixed routing and settings pages in Neo: time conditions not showing the modified icon, trunk types showing wrong fields, the terminate queue dropdown showing all queues, cloning a ring group copying the unique number, outbound routings needing a refresh after reordering, automessages config detail action, and API token and filter scheme dialogs.
- Fixed Neo UI details: global search arrow key focus, an empty shortcut rendering a dead button in the sidebar, the editor losing pasted styling on first level, inconsistent disabled state of buttons, sender column icons, and filter differences between Classic and Neo.
- Fixed the font in Neo and small details of ticket columns by view.
Fixed statistics: limits in Tickets by accounts, Activities by accounts and Email templates, and chat statistics.
Fixed the webchat decision tree showing a better error for the maximum number of characters, and the AI topics page restoring entered values and enforcing the description length.
Improved the speed of the application.
- Fixed the application loading slowly because global settings were read multiple times on start.
- Improved the speed of IVR menus and DTMF handling.
Fixed the Pipedrive integration exporting the same activities on every run, and the integration form ignoring Full sync.
Fixed the Disconnection cause being empty by default in the terminate routings of chat channels, and translation of call transcripts in Copilot.

Contact Centre 33.16.0

2026-09-04T00:00:00Z

New features

Added answer scores, flag icons and scale limits to QA reviews in Neo.
Added export of decision trees (including their decisions and actions) for Facebook Messenger and Instagram routings.
Added Realtime STT Bot and Direct options to the queue settings, so the real-time transcription can be sent to a voicebot.

Fixes

Fixed outgoing emails failing because of a missing attachment file. Attachments are now saved only when their file is stored, and sending an email with a lost attachment fails immediately with a clear message instead of retrying.
Fixed empty file uploads being silently saved as broken attachments; they are now rejected with a clear error.
Fixed fulltext search not finding attachments in emails and chats.
Fixed a mailbot handover interrupting email processing.
Fixed the OAuth2 authorisation of email queues being lost when leaving the queue settings.
Fixed email address validation rejecting template parameters used as an address.
Fixed Save and send for ticket emails and comments.
Fixed the reply preview showing outdated text after the original comment was edited.
Improved the speed of processing recordings.
Fixed direct calls to users on pause who are not allowed to receive calls.
Fixed campaign (CTC) records staying in the Ready state after an unanswered call.
Fixed a wrong title and CRM contact on the first call from a campaign record.
Fixed the application getting slower and crashing when returning to a browser tab left inactive, and the pause counter changing the displayed time after returning.
Fixed saving a rejected AI topic deleting its existing options, and the download of AI agent recordings failing.
Fixed the Copilot session expiring during work.
Fixed several issues in Neo routing settings.
- Deactivated queues are shown correctly in routing targets, and chat queues default to a plain terminate target.
- Outbound routings can be reordered (they are listed by position), and CLIDs can be sorted.
- Changing Fax in inbound routings is saved, and the routing simulation shows translated texts.
- Removing a user from a ring group is saved, and time condition actions can be cloned and deleted safely.
- The missed calls page search and sorting work again.
Fixed several issues in Neo listings and filters.
- Sorting interaction calls and emails works, and the direction icon in the time column is shown correctly.
- Date and time filters accept free typing and handle invalid times.
- Account filters combine conditions correctly.
Fixed custom fields: changing the key in bulk edit, saving fields with empty options, cloning custom fields, and add and delete being enabled for custom inputs in the production view.
Fixed a missing template field for the webchat NPS survey and extra fields shown for the webchat connector attachments setting (the file type lists are now shown only when file upload is allowed).
Fixed the QA review score being taken from scale questions of other forms.
Fixed cloning rights creating a random name instead of keeping the entered one.
Fixed the testing user flag not shown in the user detail.
Fixed the GDPR delete dialog, the add token dialog (close button and Esc) and Jira integration settings.
Fixed notification chip colours of groups and the default height of text areas.

Contact Centre 32.38.0

2026-09-04T00:00:00Z

New features

Added export of decision trees.
Added support for AI agents in the routing diagram.
Added the NPS survey template field to the webchat connector.
Added support for the DELETE action in the GDPR deletion dialog.

Fixes

Fixed AI topics and functions: the description length is now enforced, a rejected save no longer deletes existing options, form values are restored when the page is revisited, and saving errors are handled better.
Fixed pasted styling not being removed from the first level in the editor.
Fixed routing fields not supporting deactivated queues, and the routing target being validated and saved consistently.
Fixed saving activity changes to a ticket.
Fixed custom inputs in the production view allowing add and delete.
Fixed the webchat connector Allow attachments field not showing its additional fields.
Fixed direct calls to users on pause with calls not allowed.
Fixed the missed calls page returning an error when searching or sorting.
Fixed sorting and reordering in outbound routings and sorting of CLIDs.
Fixed translations in the inbound routings simulation modal, and the Fax setting of inbound routings not changing.
Fixed clone and delete actions of time conditions without a guard, and removing a user from a ring group not being saved.
Fixed closing the Add token dialog with the X button or Esc.
Fixed the testing user flag not being shown in the user detail.
Fixed the direction and time column in activity listings.

Contact Centre 33.15.1

2026-09-03T00:00:00Z

Fixes

Fixed missing SIP endpoints after a configuration reload.

Contact Centre 32.37.1

2026-09-03T00:00:00Z

Fixes

Fixed SIP endpoints missing after the telephony configuration was reloaded.

Contact Centre 31.35.1

2026-09-03T00:00:00Z

Fixes

Fixed SIP endpoints occasionally missing after a configuration reload.
Fixed an empty agent ring time in chat distribution not being treated as unlimited; the empty option is now named Unlimited in queue settings.
Fixed an error when navigating back after creating a related record from a form.

Contact Centre 32.37.0

2026-08-28T00:00:00Z

New features

Added answer scores, flag icons and scale bounds to QA reviews.
Added a link to the new roadmap portal.
Added a Select from ticket button for email attachments where it was missing, and a hasEmptyOption setting for the CRM contacts configuration.
Added searching by title and description to the analytics metric pages.

Fixes

Fixed distribution: one undistributable activity blocked the whole distribution batch, and a routing condition with a template that resolved to a whole object stopped the distribution.
Fixed fulltext search not finding attachments in emails and chats.
Fixed the Bulk edit field key change, validation errors of AI topic options now being shown as a message, and the AI topic description now allows up to 2048 characters.
Fixed empty file uploads being silently saved; they are now rejected with a clear error.
Improved the performance of email bot training.
Fixed the pause counter changing the displayed time.
Fixed a failing recording conversion stopping other recordings from being processed.
Fixed the email queue OAuth2 authorization being lost when leaving the queue form.
Fixed QA reviews: the score being taken from scale questions of other forms, and the transcription needing two clicks to open.
Fixed account filters in the account tabs using the wrong logic.
Fixed notification and toast issues: group notification chip colours, duplicated browser notifications, and Show All in the notifications dropdown not resetting the list.
Fixed the textarea default height, the Jira integration changes, cloning access creating a random role name, and the Created and sorting in the interaction listings of calls and emails.
Fixed the date and time filter not accepting free-typed values and invalid time input.
Fixed click-to-call records staying on Ready after an unanswered call.
Fixed a wrong title and CRM contact on the first call from a campaign record.
Fixed the status on a ticket not being saved when an email is sent.
Fixed multi-select not being used in filters for fields defined as multiple choice.
Fixed the top-right user button overlapping the pause list.
Fixed the realtime interaction counter going negative on outbound calls and logging in with a static login blocking an explicit logout.
Fixed wallboard percentages differing from the SLA percentages in analytics.
Fixed an empty routing target being reported as a required field instead of a missing target.
Fixed Facebook, Instagram and WhatsApp connectors not releasing the page or number after deauthorization or deletion.
Fixed SIP auto-answer for endpoints being sent before the previous call teardown finished.
Fixed paging with 0 items, the article folder rights button on folder paths, ticket views, the folder indicator in article folders and the tags display in the articles table.
Fixed broken report widgets blocking exports; failed exports are now reported.
Fixed drag and drop of ticket view folders in the ticket views settings.

Contact Centre 33.15.0

2026-08-27T00:00:00Z

New features

Added a combined action in tickets to save the ticket and send an email or a comment in one step.
Added a real-time speech-to-text option to queues – choose whether the speech of the user, of the customer or of both is transcribed during calls in the queue.
Added a link to the new roadmap portal.
Added the $SELF token to the custom script access list – it stands for the machines of the installation, including the other servers of a multi-server installation.
Added search by title and description to analytics metric pages.
Added select-all with Ctrl/Cmd + A to multi-select fields.
Increased the length of the AI topic description to 2048 characters and added validation errors when saving AI topic settings.

Fixes

Fixed several issues in calls and queues.
- Fixed direct missed calls disappearing from the missed items of users.
- Fixed the realtime interaction counter going negative on outbound calls.
- Fixed a waiting call hiding its own Accept button and answering waiting calls without forcing a specific device.
- Added error feedback and a visual state for the callback button when the user is not logged into an outbound queue.
- Fixed activities that cannot be distributed blocking the whole distribution.
- Fixed a crash of the distribution when a routing condition refers to a whole object instead of a single value.
Fixed several issues in WhatsApp, Facebook and Instagram.
- Fixed deauthorizing or deleting a connector not releasing the page or number.
- Fixed message statuses and reactions of proactively sent WhatsApp templates not reaching the bot.
Fixed several issues in tickets, activities and attachments.
- Fixed errors in the reply flow being swallowed and the scroll position being lost after a reply.
- Fixed replying to an email whose activity sits in a queue the user has no access to.
- Fixed a merged activity not being displayed in the ticket until the page is reloaded.
- Fixed discarding a draft deleting comments that were already sent.
- Fixed removing a forwarded attachment also deleting it from the original email.
- Fixed the antivirus retry budget shortening for the following files.
- Fixed line breaks being lost in Copilot translation tooltips.
- Fixed the required field asterisk not being shown next to required custom fields.
- Changed the behaviour of Collapse all in the ticket history.
- Fixed the macro Status action allowing an empty value without clearing the ticket status.
- Added a badge for missed activities without a queue.
- Fixed creating a contact and an account from an activity.
- Fixed the unsaved changes warning appearing after creating an account from a contact.
- Fixed ticket views problems and error feedback when opening a ticket.
- Fixed the form state and drafts not being kept consistent in the ticket form.
- Fixed the Insert button appearing in Firefox when entering a link.
- Fixed the event payload of ticket updates being trimmed when a client limits the response fields.
Fixed several issues in administration, rights and routing.
- Fixed Daktela admins not being able to change accesses.
- Fixed deactivated users being offered in the user picker of a loaded campaign record.
- Fixed email routing rule order collisions with deleted rules.
- Fixed an empty routing target being reported as a required field instead of a missing target.
- Fixed AI Coworkers instances not being created.
- Fixed a static login blocking an explicit logout.
- Fixed the delete button of social icons being disabled.
- Fixed the manage rights button for articles folder paths.
- Fixed the order of cron definitions in time groups.
- Fixed Jira duplicates not being allowed and saving.
Fixed several issues in QA, statistics and analytics.
- Fixed percentages in the wallboard differing from the SLA percentages in analytics.
- Fixed the relative score of QA reviews differing between the listing and the form.
- Fixed QA forms having to be opened twice to display the transcription.
- Fixed key and label mappings for Instagram and Facebook Messenger messages in metrics.
- Fixed sorting of social media comments in interactions listings breaking the table.
Fixed several issues in the user interface.
- Fixed the color tool being outside the view of the editor.
- Fixed the top-right user button overlapping the pause list.
- Fixed the "Show all" click in the notifications dropdown not resetting the list.
- Fixed the active folder indication in folder counters.
- Fixed navigation from fulltext search results.
- Fixed paging with no items.
- Fixed the background color of popups.
- Fixed table selection not being consistent with reloads.
- Fixed multi-select being used for fields with multiple values in filter rows.
- Fixed search in the relation table.

Contact Centre 32.36.0

2026-08-26T00:00:00Z

New features

Added support for the standard Authorization: Bearer header for API authentication, as an alternative to the X-Auth-Token header.
Added filtering settings for the Status relation custom field.
Added the $SELF placeholder to access lists of custom scripts; loopback addresses entered there are replaced with it automatically, so access also works in multi-server installations.
Added select-all (Ctrl/Cmd + A) support in multiselect fields.
Added sorting, a deactivated users option, a ticket detail action and PDF and Excel export to the user tracing table.
Added a tooltip to the Ready button; when a device is required, the tooltip says so.
Improved the decision tree diagram: a decision reachable from several places is now drawn once for each incoming action.

Fixes

Fixed custom field data not being filled in the Account and Contact queue widgets.
Fixed sorting and sortable columns in the interactions, calls, faxes, SMS, events and sessions listings, including default sorting and synced filters in the sessions listing, the type filter Ticket in the activities listing, untranslated values in the Ended column and an always empty Created by column in QA reviews.
Fixed a waiting call hiding its own Accept button, and answering waiting calls no longer forces a specific device.
Fixed the callback button giving no feedback when the user is not logged into the outbound queue, and users without rights to the outbound queue are now skipped in automatic callbacks.
Fixed deactivated users being offered in the user picker of a loaded campaign record.
Fixed the fields filter in API requests trimming the data stored in the ticket update event log.
Fixed social icons: the delete button was disabled and an empty row appeared at the start of the list.
Fixed creating contacts and accounts: the unsaved changes warning appearing on its own, creating from an activity, navigation when creating a contact from a ticket, and the phone number not being filled in after an incoming call.
Fixed table selection not staying consistent after reloads.
Fixed the dark theme printing a black background of the email body in Neo.
Fixed Shift + Enter and the Paste button on URL links in Firefox.
Fixed QA forms: the relative score differing between listing and form, cloned questions reusing the source name, and forms rendering empty when a question had been deleted.
Fixed missed activities without a queue not being marked with a badge.
Fixed line breaks being lost in Copilot translation tooltips.
Fixed the direction field in the fax detail showing the source number instead of the direction.
Fixed having to re-authorize the mailbox after changing the category of a Microsoft email queue.
Fixed boolean values (answered, important) not being saved correctly in queue AI condition filters.
Fixed play-audit records being lost when deleting a recording.
Fixed custom fields in the ticket form being cleared after a call ends.
Fixed an inline image from a template not being embedded in the sent email.
Fixed the logged agents count in the queues load widget counting agents more than once.
Fixed statistics config filters not being stored and read correctly.
Fixed administration issues: global settings fields missing after the Neo rewrite, the missing Globals button for a transformed Daktela administrator, a Daktela administrator not being able to change access, own rights in access checkboxes, the missing API token expiration field, the missing filter and search on the billing page, and the speech to text licence usage using the wrong minutes formatting.
Fixed settings and configuration: saving of custom translations, cloning a dialer queue with a target abandon rate below the minimum, saving a cloned trunk name, uploading ringtone music, announcements (copy button and date format), the wallboard form showing an ID instead of a title, Salesforce integration configuration corrupting custom field pairing, saving of the Jira integration, and the time group schedule order.
Fixed false unsaved changes warnings caused by open URL options and form state restoration.
Fixed the Import wizard and file uploads not respecting the maximum file size.
Fixed Collapse all not collapsing activities loaded afterwards, the ticket textarea not remembering its dragged height, and activity description not being preserved when edited.
Fixed an error when a comment was created via the API without a type.
Improved reliability and logging of sending chat messages and SMS via services.

Contact Centre 33.14.0

2026-08-24T00:00:00Z

New features

Added the Allegro disputes and claims into tickets integration, including a dedicated integration logo.
Added support for the standard Authorization: Bearer header for API authentication.
Added filtering settings for the Status relation custom field.
Added a warning about the attachment size limit before sending.
Added an activity ID filter to QA reviews and unified the QA review detail layout.
Added a file size limit check to the import wizard.
Improved User tracing – added sorting, PDF and Excel export, a checkbox for deactivated users and a detail action for ticket rows.
Improved the realtime panel – dropdown filters were replaced with inline filters.
Improved Copilot – context keys are retained when a conversation is restarted.

Fixes

Fixed several issues in statistics, dashboards and widgets.
- Fixed custom field data not being populated in the Account and Contact queue widgets.
- Fixed counting of distinct agents in the queues load widget.
- Fixed statistics – the stored filters, sorting of days and months and the hide empty rows filter.
- Fixed the display templates of templated metrics and the calculation of custom analytics.
- Fixed the title instead of the ID being shown for forms in the wallboard.
- Fixed the speech-to-text minutes formatting in licensing.
Fixed QA forms – the test provider no longer assumes CSAT exists, orphan scheme rows no longer hide all rating items and cloned questions get their own unique name.
Fixed several issues in listings and tables.
- Fixed the direction field in the fax detail showing the source number.
- Fixed interaction listings – some columns were sortable by mistake and values of the ended column were not translated.
- Fixed the sorting and the default start time sort in session, fax, SMS, event and user tracing listings.
- Fixed the listing of sessions not having synced filters, the created by column of QA reviews always being empty and the ticket type in the activities listing not working.
Fixed several issues in settings and integrations.
- Fixed the need to re-authorize a Microsoft email mailbox after changing the category in the email queue.
- Fixed global settings fields that went missing after the React rewrite.
- Fixed custom translations returning a server error.
- Fixed the Salesforce integration configuration dialog corrupting custom field pairing.
- Fixed the create guard of the copy button in announcements and the announcements date format.
- Fixed the missing globals button for a transformed Daktela admin.
- Fixed one empty social icons row at the start.
- Fixed error handling in custom field dialogs.
- Fixed the pinned modules visibility in the navigation bar.
- Fixed locking of Meta-synced content and title in WhatsApp named templates.
- Fixed false unsaved changes warnings for open URL options.
Fixed several issues in calls, queues and AI Coworkers.
- Fixed accepting a call from waiting activities being grayed out for an external number.
- Fixed boolean values in queue AI condition filters not being stored.
- Fixed play records being lost when deleting a recording.
- Fixed semi-attended transfers.
- Fixed ringtone music not being uploaded because of the file extension.
- Fixed agents without rights to the outbound queue being used in automatic callback.
- Fixed cloning of a dialer queue with a target abandon rate below the minimum.
- Fixed a bot user not being able to create an activity without a queue login in AI Coworkers.
Fixed several issues in tickets, activities and attachments.
- Fixed certain macro actions and the Close activity action in macros not working.
- Fixed the syntax for reading ticket information in templates.
- Fixed unsaved ticket form values being lost after a call ends.
- Fixed the color of the comment activity header.
- Fixed ticket system information being written incorrectly.
- Fixed passive users being able to comment through the activity API and in the interface.
- Fixed the logic of filters in the add views list.
- Fixed ticket view state not being synchronized between the table and the trees.
- Fixed the ticket textarea not remembering its dragged height.
- Fixed an error when creating a new ticket while another ticket is open.
- Fixed the phone number not being filled in automatically when adding a CRM contact from a ticket after an incoming call.
- Fixed an inline image from a template not being embedded in the sent email.
- Fixed Collapse all not collapsing activities loaded after collapsing.
- Fixed attachment handling across the interface.
- Fixed ticket view dialogs – the shared state and default are now consistent.

Contact Centre 31.36.0

2026-08-21T00:00:00Z

Fixes

Fixed reports: a broken widget no longer blocks the whole report and failed exports are now reported.
Fixed the saved range filter in statistics portlets not passing its value correctly.

Contact Centre 33.13.0

2026-08-19T00:00:00Z

New features

Improved WhatsApp support for AI bots.
- All message types and events are passed to the bot and a bot-type user now receives messages.
- Conversations ended by the bot have their own disconnection cause.
- Fixed new customer messages being added to a conversation that the bot had already ended.
Added banning of WhatsApp contacts.
Added Copilot 2.0 tools for ticket management, including custom fields and the current date and time.
Added an email signature for the AI Coworker mailbot.
Added missed call nodes with queue details to the call flow diagram.
Added infinite scrolling, paging and filters to the attachments tab.
Improved GDPR anonymization – the actions are shown according to the user's rights.
Improved decision tree generation and graph management.
Improved saving of activity drafts when leaving the message field.
Improved email draft handling, including focusing the ticket and replying to missed activities.
Improved the import dialog with better error handling, disabled buttons during errors and processing and clearer feedback.
Improved saved filters from Classic in the realtime users widget.
Improved sidebar icons to show the active state.
Improved loading of the application when a part of it fails to load.

Fixes

Fixed several issues in administration settings, rights and licensing.
- Fixed access and rights checkboxes – own rights, automatic dependencies and category distribution are now selected correctly.
- Added a validation rule for background images that are too small.
- Fixed the missing filter and search field on the billing page.
- Fixed API tokens – the expiration field was missing, own tokens were hidden by the read filter and the add button in the table did nothing.
- Fixed saving a cloned trunk name.
- Fixed .jpeg images not being allowed for the logo and user profile picture in global settings.
- Fixed the calculation of used tokens in licensing.
- Fixed the CRM sync header being shown on the integrations page without access to CRM contacts.
- Fixed social icons discarding empty rows on save.
- Fixed the devices clone button being shown without the create right.
- Fixed user cloning failing after removing the pre-filled signature.
- Fixed system devices showing an empty table instead of an access denied message.
- Fixed the delete action for external users being shown without the delete right.
- Fixed changing the login type for multiple queues in rights when a search filter is used.
- Fixed filtering in the licences list and its exports.
Fixed several issues in integrations and messengers.
- Fixed Copilot licences being consumed by email queue profiles without GPT functions.
- Fixed AI template suggestions failing for some users.
- Fixed user identification in Azure SSO login.
- Fixed the blacklist relation for WhatsApp and added filters.
Fixed several issues in calls, chat and queues.
- Improved diagnostics of failed SMS and chat requests.
- Fixed duplicated query parameters in Call API URL calls.
- Fixed auto-answered calls to SIP endpoints being connected before the previous call ended.
- Fixed chat messages created through the REST API not appearing live for agents.
- Fixed the webchat transfer dialog having no transfer button.
- Fixed music and music on hold in queue settings.
- Fixed calls without a call channel not being counted in Calls by users.
- Fixed an empty agent ring time not being treated as unlimited in chat distribution.
- Fixed call transcript translation not working.
Fixed several issues in tickets, activities and attachments.
- Fixed identical values of related objects being counted as a change.
- Fixed the missing time format for closed ticket durations in statistics.
- Fixed the color tool being outside the view of the editor.
- Fixed the object for simulation not being populated automatically.
- Fixed different show original buttons on outgoing and incoming email activities.
- Fixed an error shown for a deleted attachment.
- Fixed an error in the browser history when working with related objects.
- Fixed SHIFT + HOME and SHIFT + END not selecting text.
- Fixed comments created through the API without a type failing with a server error.
Fixed several issues in statistics, widgets and the user interface.
- Fixed custom and templated analytics metrics showing zero.
- Fixed the realtime users widget ignoring the user selection from the settings.
- Fixed the active badge of AI Hub always showing active.
- Fixed the design of the notification grouping chip.
- Fixed the right bar calendar not showing events in the next or previous months.
Fixed a failed batch import ending with an empty server error.
Fixed the no-access error being mixed up with the wrong model error.
Fixed missing translations.
Fixed decision trees with a missing target being saved.
Fixed a security issue.

Contact Centre 32.35.0

2026-08-19T00:00:00Z

New features

Added a count chip for grouped notifications.
Improved the Import dialog: error handling, buttons disabled during errors and processing, and better user feedback.
Added dynamic visibility conditions for fields in QA forms.
Added date and time pickers to filter operators.
Added queue details to missed-call nodes in diagrams.
Improved the Answered column in the Activities table to show the actual answered state of the activity.
Improved message lists: smooth scrolling and keeping the scroll position when new messages arrive.
Improved filtering of licences with assigned licences, consistent across the UI and exports.
Improved Neo Realtime Users widget: saved filters from Classic are now supported.
Added Billing access, custom chat scripts and voicemail mailer fields to the basic settings.
Improved OAuth token handling in integrations: requests can be aborted and time out.
Allowed an empty user option in template settings and improved filtering of contact tabs.
Added an error message when an activity list fails to load.

Fixes

Fixed a security issue.
Fixed the query string being duplicated when calling a GET URL.
Fixed import and Global settings:
- Fixed batch import failing with an empty error and wrong fields in step 3 of the import dialog.
- Fixed Global settings: .jpeg logo and profile picture not allowed, and social icons discarding empty rows on save.
- Fixed the dashboard form analytics filtering for single metric analytics and unified the unique name label in the campaign records import.
Fixed statistics and licensing:
- Fixed missing duration formatting of closed tickets in statistics, calls without a channel record in Calls by users, expanded metric group filters, and cleaning of report stat schemes before deleting stats.
- Fixed the calculation of used AI tokens in Licensing.
- Fixed the Realtime Users widget ignoring the user selection and settings from Neo, and showing an empty table for some filters.
Fixed the Integrations CRM sync header showing without access to CRM contacts.
Fixed chat messages created through REST not appearing live for agents.
Fixed sign-in and sessions:
- Fixed Azure SSO login and the missing X-Frame-Options header.
- Fixed login with MFA and a one-time password not redirecting after login.
- Fixed the session lifetime refresh being too short.
Fixed AI template suggestions failing for transformed users and the call transcript translation not working.
Fixed Neo interface details:
- Fixed macro tooltips not working in Neo.
- Fixed the Add button in the API tokens table doing nothing.
- Fixed the Rightbar calendar not showing events in previous or next months and the shortcut documentation button remembering a wrong URL and title.
- Fixed text selection with Shift+Home and Shift+End in the text editor.
- Fixed notification grouping design.
- Fixed Choose object for simulation not auto-populating.
- Fixed the FTPS access tooltip.
- Fixed missing translations and file upload identification.
Fixed devices: the clone button without create access, system devices showing an empty table instead of access denied, and cloning a trunk copying its unique name.
Fixed Access and Rights: dependencies checkbox always checked, rights for categories and distribution not auto-populated, child checkboxes not auto-checking, external users delete action shown without delete access, global billing access checkbox, and multi change of login type with a search filter.
Fixed transferring a webchat missing the transfer button and chat distribution treating an empty agent ring time as unlimited.
Fixed queue settings: music and music on hold behaviour, and user cloning failing after removing the pre-filled signature.
Fixed decision trees with a missing target being rejected before anything is saved, and the call time column name in the calls table.
Fixed the empty Wallboard page for a user who is not logged in.

Contact Centre 33.12.1

2026-08-13T00:00:00Z

Fixes

Fixed the antivirus scan of attachments failing for some activities.

Contact Centre 32.34.0

2026-08-10T00:00:00Z

New features

Added creating new decisions in decision trees.
Added negated conditions to filters in campaign record tabs.
Added enabling and disabling a macro through a window.
Added sorting by device in the devices table.
Added auto response and queue settings to the SMS chat termination configuration.
Added validation of empty keys in JSON configurations.
Added information on whether the MFA application is registered to the user detail.
Added an AI icon with a reasoning tooltip to QA reviews.
Added a confirmation window for API tokens.
Added a warning banner for the IP address of a blacklist database.
Improved the text editor: better mentions and other small fixes.
Improved filtering in the accounts widget with custom fields.
Improved event processing: scheduled events no longer block regular events.
Added an option to show users without a device in the Realtime Users widget.

Fixes

Fixed a security issue.
Fixed sign-in and access:
- Fixed sign-in: the application logging users out randomly, the Enter key on the MFA screen, and the refresh token expiry across time zones.
- Fixed wrong names shown when applying an advanced filter, access checkboxes not checking their own rights, and some user settings and global options that should be available only to Daktela super admins.
- Fixed access types without read, such as write only, being evaluated wrongly in filtering, and the Deactivated filter logic in Rights being reversed.
Fixed Provisioning and devices:
- Fixed the Provisioning phones extensions not being saved and the regenerate button never being red.
- Fixed devices: device selection for an unready user with a fixed extension, and toast messages when deleting a device.
- Fixed the Presence info field being shown only when generic PBX is active.
Fixed import, export and attachments:
- Fixed imports: required fields now have an asterisk and validation.
- Fixed images in attachments being downloaded smaller and attachments of type octet-stream being saved as .iso.
- Fixed the blacklist import dialog not allowing removal of the database field and the success message when the Default checkbox is checked in a CRM database.
- Fixed a deleted export scheme of campaign records staying in the Saved scheme dropdown until page refresh.
Fixed user interface details:
- Fixed the dashboard calendar widget in dark mode, the right bar calendar, and pull-down heights.
- Fixed the Select box size in Custom translation.
- Fixed the tab timer, navigating between activities by hash, and the Coworkers mailbot requests.
- Fixed selected values being lost in multi-select fields and unsaved edits being reset by autosave.
- Fixed printing an activity without texts.
- Fixed the missing translation of Starting point in the Routings diagram.
Fixed WhatsApp sending empty rows or spaces.
Fixed a comment from an external user not being created.
Fixed calls and transfers:
- Fixed a blind-transfer-only profile making transfers unusable in non-call activities.
- Fixed deleting a confirmed recording being blocked by its play audit records.
- Fixed missing translations and reworded the call recording tooltip and the external transfer option.
- Fixed Neo crashing when selecting a click-to-call queue.
Fixed several Jira integration issues.
Fixed the AI tokens cost report not converting filter names to IDs.

Contact Centre 33.12.0

2026-08-07T00:00:00Z

New features

Added dynamic visibility conditions for fields in QA forms.
Added the ability to create new decisions in decision trees.
Added date and time pickers to filter operators.
Added the Billing access, Chat custom scripts and Voicemail mailer options to the basic settings form.
Added the PATCH method to the Open URL event action.
Added search for partial phone numbers in fulltext search.
Added notifications for user mentions in edited comments.
Added a button to hide the original text in the text editor and in email activities.
Added sorting by device in the devices table.
Added the "MFA application is registered" field to the user detail.
Improved the ticket changes alert to show custom field titles and localized field labels.
Improved the contact filters and the accounts widget filtering.
Improved the notification grouping number, now displayed as a chip.
Improved scrolling in the message list – it is smooth and keeps its position when new messages arrive.
Improved the visual design and the hover and focus states of buttons across the interface.
Added an error message when the activity list fails to load.

Fixes

Fixed several issues in tickets, activities and attachments.
- Improved ticket attachments – only actually added attachments are displayed, attachments are checked by the antivirus before an email is sent, and fixed attachments not being deleted.
- Fixed own ticket views missing when filtering views by profile.
- Fixed the layout of the ticket page header.
- Fixed error messages appearing when creating a ticket.
- Fixed comments from external users not being created.
- Fixed tab clicks not restoring the ticket URL and focus correctly.
- Fixed activity states not being synchronized after a contact is updated.
- Fixed discarding an activity with inline images failing.
Fixed several issues in administration settings, rights and imports.
- Fixed rights checkboxes not automatically selecting their child checkboxes and access checkboxes not selecting their own rights.
- Fixed cloning a trunk copying its unique name.
- Fixed the FTPS access tooltip for non-admin users.
- Fixed import dialogs – wrong fields in the last step, missing asterisks and validation for required fields and a unified unique name label for campaign records import.
- Added the missing global billing access checkbox.
- Fixed a deleted campaign records export scheme remaining in the saved scheme list until page refresh.
- Fixed permissions of super administrators.
Fixed the redirect after login with multi-factor authentication and a one-time password.
Fixed several issues in reports and statistics.
- Fixed reports – broken report widgets are skipped, failed exports are shown, nested range filter values are handled in report exports and metric group filters use the current group members.
- Fixed removed statistics remaining in report statistics schemes.
- Fixed single-metric analytics filtering in dashboard forms.
Fixed an empty wallboard page for users who are not logged in.
Fixed the realtime users widget not reading its saved settings.
Fixed the shortcut documentation button remembering a wrong link and title.
Fixed wrong names displayed when applying an advanced filter.
Fixed the user data sent in the InitRecord event.
Fixed OAuth authorization requests hanging.
Fixed a security issue.
Fixed users being signed out in the middle of a session because the login cookie expired too early.

Contact Centre 33.11.1

2026-08-06T00:00:00Z

Fixes

Fixed email download for Azure tenant mailboxes.
Fixed softphone registration for agents after the upgrade to version 33.

Contact Centre 33.11.0

2026-08-04T00:00:00Z

New features

Added replies to activities – an activity in the ticket timeline can now be answered directly with a reply linked to the original.
Introduced Copilot 2.0 with an embedded chat and session management.
Added speech-to-text (STT) for direct and internal calls.
- STT can be enabled at user level for direct calls.
- Added a queue picker and STT conditions for batch AI processing in user and queue settings.
- Made uploading of large recordings for transcription more reliable.
Added extension numbers for AI Coworkers voicebot users.
Added SLA and first answer timer icons to tickets.
Added custom translations for tabs, ticket views and tooltips, with translation buttons in the settings.
Added support for custom SIP headers on outbound trunks.
Added the ability to enable or disable a macro from the form API.
Added parent and child ticket labels to ticket subtitles, including the number of child tickets.
Added support for dropping non-image files into the text editor and improved the drop overlay.
Added saving of drafts when editing an activity comment.
Added an AI icon with a reasoning tooltip to QA reviews.
Added autoResponse and queue overrides to SMS chat termination settings.
Added validation for empty keys in JSON configurations.
Improved email filters with support for the address field.
Improved campaign record tabs – ticket records are no longer listed there.
Improved scrolling to the activity editor when replying or commenting.
Added an option to show users without a device in the realtime users widget.
The MCP write access right is now available in the accesses editor.

Fixes

Fixed several issues in calls, transfers and recordings.
- Fixed SIP devices with SRTP not receiving the correct media encryption settings.
- Fixed blind transfer making non-call activities unusable.
- Reworded the call recording tooltip and the external transfer option.
- Fixed the WebRTC popup window being closed incorrectly.
- Fixed a spurious "Cannot move recording" error after restart when speech-to-text recordings were present.
- Fixed deleting a confirmed recording being blocked after it was played.
- Fixed telephony configuration generation for trunks without settings.
Fixed several issues in tickets, activities and attachments.
- Fixed missing addresses in the header of incoming emails and comments in activities.
- Fixed disabled email routing rules being applied when a ticket is created.
- Improved the error message when a user has no rights to a ticket category.
- Fixed the activity date shown in the history.
- Fixed creating a comment before its ticket exists; a comment now requires a ticket.
- Fixed silent updates being ignored when a ticket is reopened automatically.
- Fixed printing of activities without texts.
- Fixed images in attachments being downloaded in a smaller size.
- Fixed timers in ticket tabs.
- Fixed attachments of unknown file type being saved as .iso files.
- Fixed a ticket not being saved when the user is a self follower.
Fixed several issues in the user interface.
- Fixed a crash in the React interface when selecting a CTC queue.
- Fixed the "Something went wrong" error when unpinning devices or queues from the profile menu.
- Fixed missing translations.
- Fixed pre-selected values being lost in multi-select fields.
- Increased the maximum height of some drop-down lists.
- Fixed the calendar in the right bar and the dashboard calendar widget in dark mode.
- Fixed the Ctrl/Cmd + Enter shortcut sending in a ticket other than the one being edited.
- Fixed the Enter key not working on the multi-factor login screen.
Improved WhatsApp messaging.
- Fixed WhatsApp messages being sent with empty rows or spaces.
- Improved WhatsApp templates – support for more template types, no duplicate templates per WhatsApp Business account, more reliable synchronization and deletion of templates and linking of templates to queues.
Fixed several issues in the Jira integration.
Fixed missing PGP decryption in the React interface.
Fixed a security issue.
Fixed several issues in administration settings and rights.
- Fixed incorrect notification messages when deleting devices, for the blacklist database warning and when setting the default CRM database.
- Fixed phone extensions in provisioning not being saved and the regenerate button never turning red.
- Fixed filtering of access types with write-only rights.
- Fixed the reversed "Deactivated" filter in Manage / Users / Rights.
- Fixed the size of the module select box in custom translations.
- Added a confirmation dialog for API token actions.
- Fixed the presence information field being shown when the generic PBX is not active.
- Fixed filtering in AI token cost statistics.
Fixed the login session expiring at the wrong time in some time zones.
Fixed Copilot compose results not being displayed as formatted text.

Contact Centre 32.33.0

2026-07-28T00:00:00Z

New features

Improved import: field mapping now supports an import ID.
Added a confirmation before creating a new static token.
Added a warning about missing custom fields in category forms for emails.
Added the call record ID (CDR) to SIP header templates on ring and outbound trunk legs.
Improved pasting into the text editor: pasted HTML content is cleaned up.
Moved the in-app help button to the right bar.

Fixes

Fixed a security issue.
Fixed creating records through the API when the supplied name already exists.
Fixed the WebRTC popup window closing wrongly and updated the WebRTC client.
Fixed ticket forms: focus on the wrong activity, a self follower unable to save the ticket, the Save button staying disabled despite unsaved changes, default values and category on creation, and restoring the parent form after creating a nested record.
Fixed child tickets: returning to the parent ticket and the save and back macro.
Fixed the ticket name not being passed when creating a contact from a ticket field.
Fixed Instagram messages sent from a ticket and the missing read state of WhatsApp messages.
Fixed statistics reports going blank because of an empty statuses filter, and Wallboard not presenting data.
Fixed HTML tags and encoded characters showing in form sections and widget descriptions.
Fixed a crash in custom fields with unexpected options.
Fixed dark mode: chevrons, the calendar and other elements.
Fixed the blacklist import dialog success message and the Webex integration default URL.
Fixed uploading a system recording placing it on a wrong row.
Fixed the passive user type description, user profile translations, custom translations and translations in filters and queues.
Fixed the Add user button in the right bar opening CRM contact creation.
Fixed custom fields in an export not being saved in a saved scheme and the row gap in the resource modal.
Fixed Users tracing: activity colors and other small issues.
Fixed a required status being demanded when a queue has none available.
Fixed logging out another device session also logging out the current session.
Fixed the email editor, an activity detail crash, a missing pinned item tooltip, external comment types and the performance of ticket views.
Fixed Events: a break inside an and/or group within a foreach not stopping the loop.

Contact Centre 31.35.0

2026-07-28T00:00:00Z

Fixes

Fixed the name supplied by the client being replaced when creating a record via the API and the name already exists.
Fixed the save-and-back macro in a child ticket.
Fixed the parent form state not being restored when returning from a nested record creation.
Fixed the ticket name not being passed when creating a contact from a ticket field.
Fixed statuses being required for a queue that has none available.

Contact Centre 33.10.0

2026-07-27T00:00:00Z

New features

Redesigned social media activities.
Added the Allegro integration: disputes and claims are created as tickets.
Improved import: the unique name column is offered in field mapping when the unique option is ticked.
Improved pasting into the text editor by cleaning up pasted HTML.
Improved Daktela Copilot.
Added a loading skeleton to the main search.
Added audit log entries for deleted missed calls.
Added banning of WhatsApp contacts from an activity, including a disconnection cause for banned contacts.
Added default category logic when creating tickets.
Added CDR to SIP header templates on ring and outbound trunk legs.
Extended relation custom fields with more entity types and a custom select.
Made SLA optional on ticket categories.
Added batch action buttons for managing users' states and queues in the Realtime panel.
Added the database label with its closed state and record type to the database selection in campaign records.
Improved completeness of call quality (MOS) data for calls.
Improved call transfers, including blind transfer to a queue.
Added a confirmation before creating a new static token.

Fixes

Fixed tickets and activities.
- Sending an Instagram message from a ticket and the missing read state for WhatsApp messages.
- The save and back macro in a child ticket.
- An unrelated user shown when editing a ticket.
- A ticket view failing with an internal server error.
- The missing confirmation modal for ticket changes.
- The ticket name not being passed when creating a contact from a ticket field.
- Draft save validation errors, which are now displayed and no longer block saving drafts.
- The parent form state not being restored when returning from a nested create.
- Statuses being required when a queue has none available.
- Text wrapping in the activity header on small screens, the font color in activities and the Add user button in the right bar.
- HTML tags showing in a form section.
Fixed administration and data handling.
- The client-supplied name being replaced on a name collision when creating records through the API.
- A missing default value for the active flag when creating records and email routing rules.
- Saving of multiple holidays and national holidays differing between countries, including weekend handling.
- An empty statuses filter blanking statistics reports and the Wallboard not presenting data.
- The default URL link in an integration.
- An uploaded system recording being placed on the wrong row.
- Blacklist: the success toast after import, missing queue types for banning, a missing filter in the blacklist to queue relation table and missing templates for user and contact fields.
- Translations in the user profile, filters, queues and custom translations.
- Custom fields in an export not being saved in a saved scheme, and a crash of custom fields with unexpected options.
- Users tracing: activity colors and other small issues.
- A description missing for the passive user type.
- Logging out another device session also logging out the current session.
- Dark mode chevrons, breadcrumb dropdowns closing and the item row gap in the resource modal.
Fixed a security issue.

Contact Centre 33.9.1

2026-07-23T00:00:00Z

New features

Added an option to hide the interface choice for users.

Fixes

Fixed NPS statistics generation.

Contact Centre 32.32.0

2026-07-20T00:00:00Z

New features

Added an inactivity notification for agents, driven by queue settings.
Added dynamic field configuration to inbound SMS routing.

Fixes

Fixed Provisioning: the phone clone page and access denied errors on pages.
Fixed email issues: the email icon name, editing the time window of failed emails, NPS survey attachment on emails sent by events, detection of the quoted part of Outlook emails sent without a blockquote, and email contact autocomplete dropping valid results.
Fixed the blacklist import dialog showing no data in the Number column.
Fixed the listing attempts action in the GPT integration doing nothing.
Fixed language detection transformation for unknown results.
Fixed toggling speech-to-text fields in queue settings when the licence is enabled.
Fixed the contact field not being pre-filled for Instagram activities.
Fixed starting an outgoing WhatsApp chat in Neo.
Fixed pasting a link with a space into the text editor adding a non-breaking space.
Fixed badge text contrast in the ticket view.
Fixed the Webchat client behaving incorrectly after being destroyed.
Fixed API filtering ignoring filters defined without a logic key.
Fixed the CRM contact pairing of Facebook Messenger and Instagram contacts.
Updated Cloud Phone.

Contact Centre 31.34.0

2026-07-20T00:00:00Z

New features

Added the ability to unregister the mobile application from receiving calls.

Fixes

Fixed Copilot text translation for messages with an unknown or empty language.
Fixed API filtering with filter groups that have no logic operator.
Fixed the pairing of Facebook Messenger and Instagram contacts with CRM contacts.
Fixed SLA working-time calculations to use the administrator's time zone.
Fixed a welcome message loop caused by a decision tree routing back to itself.
Fixed the login button text and two-factor login on the legacy Wallboard.
Fixed contact autocomplete in social media.
Fixed batch export when no ordering is set.

Contact Centre 33.9.0

2026-07-17T00:00:00Z

New features

Added more programming languages and automatic language detection to the editor code snippet.
Added a per-queue delay before an email is passed to Mailbot.
Added a warning about missing custom fields in category forms when configuring email routing.
Added SIP response messages to the Channels table.
Added a keyboard shortcut for Open search.
Added an inactivity notification toast in ticket tabs, controlled by queue settings.
Added field configuration for inbound SMS routing.
Enabled toggling STT options in queue settings when the licence is enabled.
Moved the in-app help button to the right bar.
Added a clone page for provisioning phones.
Improved call transfers: the transfer progress is now reported correctly.

Fixes

Fixed tickets and activities.
- Automatic ticket reopening and missed real-time notifications.
- Simultaneous editing of tickets.
- The GUI crashing with "Object not found" after a ticket had been open for some time.
- Ticket activities in the ticket history.
- The Clients section: comment type and unwanted buttons.
- Detection of the agent unready state, the missing label of the macro button and redundant ticket count updates.
- The width and placeholder of the title input, a double border on hover over an empty ticket title, and dark mode appearance issues.
- Removed the pinned item tooltip.
Fixed email and editors.
- Editing the time window of failed emails.
- The NPS survey attachment being skipped for emails sent by events.
- Detection of the quoted part of emails sent from Outlook without a blockquote.
- Non-breaking spaces and quote entities in widget descriptions, and a pasted link in the editor adding an extra space.
Fixed chat and social media channels.
- Starting an outgoing WhatsApp chat in Neo and the overlapping WhatsApp reply button.
- Instagram activities: the contact field is now pre-filled and the title is no longer shown in the card body.
- Webchat behavior after it is destroyed.
Fixed calls and telephony.
- Missing routing types in target options of outbound queues.
- Answering machine detection not reconnecting after a configuration change or connection failure.
- An error at hangup of an answered dialer call.
- The state display during call transfer.
Fixed administration and data handling.
- Access to provisioning pages.
- The Number column in the blacklist import dialog showing no data.
- The listing attempts GPT action not doing anything.
- Requested fields missing in API responses for routed users.
- Reliability of scheduled event processing, now improved.
Fixed a security issue.

Contact Centre 32.31.2

2026-07-17T00:00:00Z

Fixes

Updated the WebRTC client.

Contact Centre 33.8.1

2026-07-15T00:00:00Z

New features

Improved Daktela MCP sign-in so the signed-in session stays active longer.