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.