The call drawer now includes a detailed timeline of everything that happened during call routing: who was rung, for how long, whether they were available or declined, and when fallback was triggered. Useful for understanding exactly what happened on any call, without having to ask the team.

Round-robin routing

Before this change, inbound calls were assigned to agents at random, which in practice meant the same agent often got rung multiple times in a row while others sat idle. Calls are now distributed using a round-robin strategy: when no previous agent relationship exists, the agent who has waited longest since their last completed call is rung first. Fairer distribution, less burnout.

AI agents end silent calls sooner

When a customer picks up but doesn't engage (i.e. no response after the greeting, no reply to follow-up prompts), the AI agent now ends the call after roughly 20 to 25 seconds or 2 to 3 unanswered prompts. Previously, these calls would run for much longer, wasting time and credits. The agent gives the customer a chance to respond, warns once, then ends cleanly.

Other improvements

• App load: the app now loads noticeably faster. You probably never noticed it was slow, but we did.

• AI agents: fixed a bug where the scroll was blocked in the transfer calls configuration popup, preventing agents from saving new instructions.

• Customer profile: fixed a regression where clicking to copy a customer field had stopped working.

• Klaviyo: segments were sometimes created with the wrong event source. Now they always use the correct Shopify events and updated date ranges.

• Klaviyo: fixed a bug where checkboxes in the Klaviyo widget edit mode were not responding to clicks.

• Dialer: fixed a bug where an agent's phone kept ringing after the customer had already hung up.

Consio contacts can now be linked to multiple Shopify profiles. Customers who have more than one Shopify account are automatically merged into a single Consio contact, giving you a complete view of their history across all their profiles. Agents can switch between linked Shopify and Klaviyo profiles directly from the sidebar, so nothing gets missed regardless of which account the customer used to place their last order.

This should significantly reduce duplicate contacts across your workspace, and improve attribution when a customer calls from a number associated with a different Shopify profile than the one they ordered with.

Agent availability breakdown

A new Availability tab on the Agents page shows how much time each agent spent in each availability status over a selected period. Managers can now identify agents who are frequently unavailable during business hours without having to dig through individual call logs.

→ View agent availability on Consio

AI agents can now see recent SMS exchanges with a customer

AI agents now have access to recent SMS exchanges with a customer at the start of every call. The context includes inbound and outbound messages from the last 90 days, capped at 10 messages. This gives agents much better continuity when a customer has already been interacting over text, without needing to ask what was already discussed.

Other improvements

• AI agents: AI agents now use the new inbound call dispositions introduced last week, Warm lead and Spam.

• Inbox: AI-sent SMS messages are now displayed with a different background color in the conversation timeline, making it easier to tell them apart from human-sent messages.

• Dialer: Customers can now be added to the blocklist directly from the dialer screen, without leaving the call flow.

• Dialer: Fixed a bug where deleted calls were showing up in the dialer queue, sometimes leaving agents with no callable number.

• Login: The one-time login code is now included in the email subject line, making it faster to retrieve without opening the email body.

• Onboarding: Several friction points in the sign-up and OTP flow have been fixed, including back navigation, a clearer workspace creation step, and better handling of edge cases.

• Live monitoring: Suspended and invited users no longer appear in the live monitoring view.

• Billing: Fixed a bug where resubscribing after a plan cancellation would fail.

The Shopify customer sidebar has been redesigned from the ground up to make it easier to find the right information at a glance. The layout is cleaner and more structured, and we added a lot of new Shopify fields that were not visible before so agents have the full picture without having to open it in Shopify.

Consider this the end of "let me just check that in Shopify real quick".

Here's what was added:

• Addresses: a new collapsible section showing all Shopify addresses, with individual field copy buttons and a one-click option to copy the full formatted address.

• Tags: customer tags from Shopify, displayed read-only.

• Customer note: the internal note attached to the customer in Shopify.

• Marketing consent: SMS and email subscription status, so agents know whether a customer can be contacted on those channels.

• Tax exempt: whether the customer is marked as tax exempt in Shopify.

• Company: the customer's associated Shopify company, with a direct link to open it in Shopify admin.

New dispositions for inbound calls

Three new call dispositions are now available for all calls:

• Issue resolved: for calls where the customer's request was fully handled.

• Warm lead: for contacts who showed interest but didn't convert and no follow-up was scheduled yet.

• Spam: for irrelevant inbound calls. Selecting it automatically adds the number to your blocklist.

Waiting music presets

Custom waiting music now includes a selection of built-in presets to choose from, in addition to uploading your own file. Your customers might actually enjoy being kept waiting for once 🪇

→ Configure it in your phone number settings

Other improvements

• Dialer: Navigating away or closing the tab while a call is unlogged now triggers a warning, so calls are less likely to remain unlogged.

• Dialer: Fixed a bug where call disposition notes couldn't be saved for contacts with a follow-up already scheduled.

• Phone numbers: Fixed an issue where customer phone numbers were sometimes formatted incorrectly on outbound calls.

You can now view your entire call history across all inboxes and campaigns from a single page. Filter by date, agent, direction, campaign, or whether an order was attributed to the call, and export the results to CSV with all the call details and transcripts. Previously, calls were only visible at the inbox or campaign level, with no way to get a cross-workspace view or extract the data.

→ Open your call history

Custom waiting music for inbound calls

You can now choose what callers hear while they wait instead of the default audio. Pick any track from your audio library or upload your own file, and configure it per phone number.

→ Configure it in your phone number settings

Other improvements

• AI agents: AI agents now return more accurate results when a customer asks about their order.

• Dialer: Calls were sometimes automatically logged as "no answer" in cases where they shouldn't have been. This is now fixed.

• Knowledge base: Tables in articles now render correctly in the editor.

• Phone numbers: CNAM registration now shows the specific reason for rejection instead of a generic error message.

• Phone numbers: Merchants outside the US and Canada can now register phone numbers without hitting a blocked trust registration step.

When a customer asks about a product, your AI agent can now text them its exact link (including the specific variant) while the call is live. Previously, agents could send tracking links but didn't always have access to accurate product URLs. That's now fixed, along with improved instructions for how the AI searches the catalog, so it handles edge cases (like empty search results) more reliably.

→ Enable SMS sending in your agent's configuration page

Contacts can now have multiple phone numbers

Consio now supports multiple phone numbers (and email addresses) per contact. Customer records pulled from Shopify and other integrations are matched and merged more accurately, and search across the contact list works across all numbers, not just the primary one.

Other improvements

• Audio preview: you can now play and preview voice clips and music directly from the picker before selecting one.

• SMS follow-up after dropping a voicemail: the dialer no longer jumps to the next contact automatically after dropping a voicemail, giving you time to send a follow-up SMS first.

• Phone number in call details: the phone number associated with an agent is now visible in the call details.

• Agent tools UI: updated labels and layout in the agent tools configuration screen.

• Notification warning on Windows: if OS-level notifications are blocking browser alerts, a warning now appears in settings with instructions to fix it.

Your AI Voice Agent can now send a tracking link directly to a customer via SMS while the call is still live. When a customer asks where their order is, the AI resolves the inquiry and immediately texts them their tracking link; no handoff needed.

→ Enable it in your agent's tools configuration

AI Voice Agent have just got smarter

We pushed a significant update to how AI agents reason and act during calls. Here's what changed:

• Faster, more accurate product search: AI agents can now find your products much more reliably. Search works across product names and descriptions, so the AI surfaces the right item even when a customer uses different wording. Results are faster and more consistent.

• Sales situations: the AI is more active in supporting conversions rather than just answering questions.

• Call transfers at the wrong time: the AI no longer offers to transfer a call outside business hours.

• Fewer wrong answers: overall reduction in hallucinations, especially around links and product information.

• Transparency before acting: the AI now tells the customer before triggering a transfer or sending an SMS, so nothing happens without warning.

All agents are updated automatically.

Call routing improvements

Several fixes to make calls reach the right place more reliably:

• Outbound call transfers: your agents can now transfer an outbound call just like an inbound one.

• Queued calls: agents who just came online are now correctly assigned calls that were waiting in the queue.

• Unavailable agents: callers are now sent to fallback immediately instead of waiting for agents marked as unavailable.

Other improvements

• Better transcripts: transcripts are now more accurate and easier to read, with context cues like [laughs] to capture the tone of a conversation.

• Refreshed onboarding: the sign-up and login flow has been updated with a cleaner design, working correctly in both light and dark mode.

• Multi-currency support: Consio now automatically syncs with your Shopify store’s main currency. Revenue amounts display with the correct currency symbol. Existing workspaces just need to reconnect Shopify to update.

We've got great news to share: Consio is now integrated with Zendesk.

The goal of this integration is simple: bring your calls into Zendesk tickets, where your team already works, to save time and keep full context across every customer interaction.

What you're getting, starting today

Automatic ticket creation: every completed call in Consio creates a Zendesk ticket (inbound or outbound)

Ticket updates:

• when the customer is identified/linked in Zendesk,

• when the call’s AI summary is generated (posted as an internal note: “Call was summarized on Consio.”),

• when the call is logged (posted as an internal note: “Call was logged on Consio.” with disposition + notes),

• the call details are posted as an internal note: “A new call was completed on Consio” (customer, agent, duration, direction, phone number),

Zendesk → Consio link: open the full call record in Consio in one click if you need to dig deeper.

Why it’s useful

Everything in one place: calls now live in Zendesk alongside your other support tickets, so agents stay in one workspace.

Less friction: your team sees the full call context (details + disposition/notes + AI summary) directly inside the ticket.

More action: with AI summaries in Zendesk, agents know exactly what to do next without re-listening to calls.

Live Monitoring 

You can now monitor your call center in real time. The new Live Monitoring page gives you a live view of all calls happening today, with key metrics at a glance and a table ordered by most recent activity. Duration updates in real time so you always know what's in progress.

Go to: Consio → Live Monitoring

AI Dialer Assistant

We have just launched the AI Dialer Assistant, a smart companion that helps human agents during calls. It surfaces the right campaign script at the right moment, helps agents stay on-track with what to say next, and makes it easy to follow a consistent pitch without tab-switching.
Campaign Scripts now replace Cue Cards as a simple, editable script document to guide outbound calls, easy to maintain, easy to use live.

AI Voice Agents: much richer customer context + safer prompting

Two upgrades to how your AI Voice Agents handle calls:

• More context, better answers. AI Agents now have access to a customer's full order history and previous call history, not just the most recent order. Most calls are order inquiries, and your AI can now handle them end to end with the full picture.

• Safer, more reliable prompting. We've migrated to system prompt overrides, which means your agents' instructions are passed more reliably on every call. This fixes edge cases where dynamic variables caused calls to fail silently.

Block inbound calls + SMS (new blocklist) 

We've replaced the DNC list with a unified Blocklist that works across all directions and channels. You can now block a customer for inbound calls, outbound calls, or both, and the same applies to SMS. One place to manage all blocking, no confusion about what's covered.

Go to: Consio → Blocklist

Other improvements

• AI can now transfer to external numbers, route callers to any phone number, not just Consio-registered agents. Great for multi-location setups.

• Customer auto-merging, duplicate profiles caused by mismatched phone numbers or emails are now automatically merged when Shopify webhooks confirm the correct contact info.

• Campaign script improvements, AI-generated scripts, unsaved changes warnings, loading skeletons, and duplicating a campaign now copies its script.

• Inbox improvements, hover actions on inbox items (move, close, mark as read) directly from the sidebar.

• Calls & transfers, better call transfer UX, support for both call and voicemail recordings on the same call, and external transfers now show the customer's caller ID.

AI IVR & smart call routing

Inbound calls are too valuable to send to a phone tree.

Consio AI Voice agent for Shopify can now answer instantly, understand what callers want, answer mst of it, and route them automatically to an AI agent, a human agent, the right team, or voicemail.

No “Press 1 for…”. Callers just speak naturally (“order status”, “returns”, “sales”, “VIP”) and Consio handles the rest.

Set call routing options directly from your AI agent, using natural language to determin which path of escalations conversations handed to.

Go to: Consio → Phone numbers → AI IVR & smart call routing

Attributed Orders 

If you run phone + SMS, you shouldn’t have to bounce between pages to answer one question: what actually drove revenue?

Attributed Orders gives you a clean snapshot for any date range (total revenue, total orders, AOV), then breaks it down order-by-order with the exact touchpoint (Connected call / Voicemail / SMS), plus the agent and campaign behind it.

Click into an order and you’ve got the context in seconds. No more guessing.

Go to: Consio → Attributed orders

Call transfers & smarter inbound routing

Some calls shouldn’t stay with the first person who picks up, and now they don’t have to.

You can now transfer a live customer call to the right teammate, and admins can route inbound calls to a phone number.

Go to: Consio → AI agent → Call transfers

Other improvements

• Multiple phone inboxes (Advanced inboxes v0) — a cleaner multi-inbox experience, plus new inbox actions (like bulk actions and quick access to inbox settings) to manage multiple numbers faster.

We've got great news to share: Consio is now integrated with Richpanel.

The goal of this integration is simple: bring your calls into Richpanel, where your support team already manages customer conversations, to save time and keep full context across every channel.

What you're getting, starting today

Automatic conversation creation: every completed call in Consio creates a Richpanel conversation (inbound or outbound).

Conversation updates:

• when the customer is identified/linked in Richpanel,

• when the call’s AI summary is generated (added as a conversation message),

• for any inbound voicemail, a message is posted in the conversation,

• missed call transcripts are available directly in Richpanel.

Richpanel → Consio link: access the full call record in Consio in one click if you need to dig deeper.

Why it’s useful

Everything in one place: calls now live in Richpanel alongside email, chat, social, and messaging conversations—so agents stay in a single workspace.

Less friction: support teams keep the full customer context (order, history, conversations, and now calls) without switching tools.

More action: with AI call summaries directly in Richpanel, agents know exactly what to do next without re-listening to calls.

Knowledge Base: Text & Website sources, powered by RAG

Create knowledge sources from rich-text or a website. Consio cleans and extracts the content and sends it to our RAG system, so your AI agents answer with brand-accurate information.
Tip: add policies, FAQs, shipping & returns, promos, anything your team references.

Go to: Consio → Knowledge Base → Add knowledge source

New Analytics: inbound, outbound & SMS in one place

Meet your dedicated Analytics page with clearer metrics: totals, answer/connection/conversion rates, average time in queue for inbound, and SMS volume & conversion. Campaign headers and filters were tightened up for more accurate stats.

Go to: Consio → Analytics

Revenue attribution & timeline badges

You’ll now see call & SMS attribution details and badges directly in the customer timeline, making it obvious which interactions drove sales and where revenue came from.

Go to: Consio → Customer

Other improvements

• Shopify upgrades – Shopify presentment currency and shipping info now show in the customer panel.

• Klaviyo upgrades : we display multiple profiles when they exist and create standard segments automatically on connect.

Customer context for AI Voice Agent

The AI now has full Shopify customer context, including order and shipping and is able to solve full inquiries on it's own. It behaves like a true teammate. The AI agent appears as the agent who took the call and leaves a complete trail in the Inbox. This gives you better visibility into AI-handled calls. Also, you can now run multiple specialized AI agents, for example, one for support and one for sales.

Send and receive SMS in Consio

Send and receive SMS right in Consio. Messages appear in the customer timeline and the Inbox, with clear Sent/Delivered states and friendly error handling.

You can use Consio to track all revenue attributed to SMS handled by agents.
Enable SMS → Settings → Trust Center → Register your numbers for SMS

Multiple phone numbers & smarter routing

 Add several numbers, set a default, and assign numbers per campaign. Spontaneous/outbound calls auto-pick the right number (reuse the last one used with that customer, otherwise the default). You can also link a phone number to each AI Agent and manage Caller ID name.

Other improvements

• Gorgias Integration : Automatically create tickets for SMS and Connected calls

• Kustomer Integration : Automatically create tickets for SMS and Connected calls

• Interface & notifications: Browser alerts for inbound calls, “Missed”, “Voicemail”, “SMS ” filters, Read all, open-conversation badge.

• Shopify Metafields : Consio now stores a last_connected_at customer metafield so you can segment by recent conversations. 

We've got great news to share: Consio is now integrated with Kustomer.

The goal of this integration is simple: bring your calls into Kustomer conversations, where your team already works, to save time and keep full context across every customer interaction.

What you're getting, starting today

• Automatic conversation creation: every completed call in Consio creates a Kustomer conversation (inbound or outbound)

• Conversation updates:

  • when the customer is identified/linked in Kustomer,

  • when the call’s AI summary is generated (posted as a message: “Call was summarized on Consio.”),

  • when the call is logged (posted as a message: “Call was logged on Consio.” with disposition + notes),

  • the call details are posted as a message: “A new call was completed on Consio” (customer, agent, duration, direction, phone number).

• Kustomer → Consio link: open the full call record in Consio in one click if you need to dig deeper.

Why it’s useful

• Everything in one place: calls now live in Kustomer alongside your other customer conversations, so agents stay in one workspace.

• Less friction: your team sees the same call context (details + disposition/notes + AI summary) directly in the conversation thread.

• More action: with the AI summary in Kustomer, you know what to do next without re-listening to the call.

SMS now lives inside Consio so calls, AI, and messages stay in one place. Your team can follow up after missed calls without keeping customers on the line, speed up conversion with quick links, and work faster with a unified timeline and inbox that show clear send and delivery statuses.

Why it matters

• Native async support: reply after missed calls without playing phone tag.

• Conversion lift: fast follow-ups with payment links, stock info, promo codes.

• Productivity: one workspace with tracked messages and clear statuses.

What you can do today

• Send 1-to-1 SMS from the dialer, the timeline, or the inbox.

• Receive inbound SMS and keep the conversation going in the app.

• See every message on the customer timeline with delivery status, and delete if needed.

Need help setting this up?
Check out our guide Getting started with SMS in Consio (US/CA toll-free).

We've got great news to share: Consio is now integrated with Gorgias.

The goal of this integration is simple: bring your calls into your helpdesk, where your team already works, to save time and keep full context.

What you're getting, starting today

• Automatic ticket creation: every completed call in Consio creates a Gorgias ticket (inbound or outbound)

• Ticket updates:

  • when the caller is identified/linked in Gorgias,

  • when the call’s AI summary is generated (added as a message),

  • for any inbound voicemail, a message is posted in the ticket,

  • Missed calls transcripts are available in Gorgias.

• Gorgias → Consio link: access the call record in Consio in one click if you need to dig deeper.

Why it’s useful

• Everything in one place: your emails, chats, social networks… and now your Consio calls are visible in Gorgias.

• Less friction: support and sales share the same conversation history.

• More action: with the AI summary in the ticket, you know what to do next without re-listening to the call.

Inbound calls & Inbox

Your customers can now call you back. Inbound calls appear directly in Consio, so agents can answer live or follow up later. 

The new inbox brings all calls, missed and answered, into one place, alongside full customer context. From there your team can easily listen to voicemails, and customer context in one view. No more guessing who called or why—your team follows up faster, with the full story at hand.

AI Voice Agent

When agents are busy or offline, let AI take the call. 

The Voice Agent answers with a consistent tone, collects key details (like intent, product interest, or objections), and schedules follow-ups for your team. That means fewer missed opportunities, warmer leads, and faster resolutions—day or night.

Try it now: AI Agents settings

Call recording & transcript 

Every call can now be recorded and transcribed with turn-by-turn speaker labels.

Review conversations without replaying every minute. Search by keyword, coach your team with real examples, and understand what’s actually being said on the phone.

Enable it now under Settings → General

Other improvements

• Klaviyo integration now available on Klaviyo App Store

• Track agents talk time and call engagement with advanced statistics

• Exclude Texas segments from top of funnel campaigns

Engage faster with our new Power Dialer (Beta)

The new predictive Power Dialer helps you reach more customers with fewer agents. Instead of manually calling, agents mark themselves as available, and the system automatically dials multiple numbers at once.

As soon as a customer picks up, the agent is connected. If no one answers, a voicemail is left as usual. This means higher call volume, reduced agent workload, and increased ROI by shifting costs from agent time to software.

Full context with customer timeline

Agents can now view the complete customer interaction history right from the call view. The timeline shows all past calls and orders made by the the customer. This makes it easy to track previous interactions and maintain context during follow-ups.

Track your stats with agent statistics

We’ve added a new Agents page that shows performance metrics for each agent, including completed calls, connected calls, sales, and revenue. This makes it easy for managers to track agent performance and optimize team efficiency.

Other improvements

• Dialer: Redesigned the dialer user interface to improve usability.

• Klaviyo: Added customer profile details to the dialer.

• Call algorithm update: First attempts are sorted by most recent first, while second or subsequent attempts are sorted by oldest first. This ensures fair distribution and consistent follow-up timing.

• Call scheduling: Manually scheduled calls now stay assigned to the agent who made the previous call.

Find out how much $$ with Campaign Statistics

A set of statistics are now available across accounts and campaigns. Those stats present important metrics such as connected rates, conversion rates, and total revenue driven by both calls and voicemails.

Customers needed to validate the incrementality of the sales being driven by phone calls on Consio.

We see across multiple accounts that customers with a phone engagement convert 15% more than the control group. For example, calls for an outdoor equipment subscription box churned subscribers convert at 17% when leads that receive a voicemail convert at about 1%.

Customize your attribution to fit your motion 

You can now select different attribution windows for your calls, from 1 day to 90 days. This will update attributed revenue across the account.

 Larger AOV or B2B products might have longer consideration period or you might want to attribute all orders within an extended period of time in order to reflect the true impact of the interaction.

 Higher volume, more direct-response brands will want to use a short attribution window (1-day, 7 day) to have a clear picture on incrementality from calls.

More sales context with draft orders display

Draft orders are now available for agents to view just like completed orders from their sidebar.

 B2B customers often create draft orders when navigating through B2B front-ends or engaging with sales team. Now the content remains accessible until the purchase is completed.

 It's great to use for the sales team in conjunction with a segments of open drafts orders to keep re-engaging and closing.