Nobody waits on hold alone
When every agent is busy, inbound callers no longer fall straight through. You can now hold callers in a queue until an agent becomes available or the maximum wait time is reached.
Live Monitoring shows the queue as it builds, including how many callers are waiting and how long each one has been there. Agents can also pick up the longest-waiting caller directly from Live Monitoring.
We also added after-call work, so agents aren't immediately sent another call while they're still wrapping up the previous one. It clears when the call is logged or the agent leaves the dialer, with an optional timer as a backstop.
Your AI agent can now cancel orders
Order cancellations no longer have to mean a transfer or a support ticket. Your AI agent can now cancel an order directly during the call.
You control the guardrails. By default, the AI only cancels unfulfilled orders within a configurable cancellation window. Cancellations issue a refund by default, restock inventory, and can be restricted based on order tags.
Webhooks are now fully live
Last month we launched the public API. Now Consio can push events to your systems automatically as they happen, without polling.
Webhooks are available for inbound messages, outbound message delivery and failures, completed calls, call summaries, and attributed orders. MMS images and attachments are delivered through secure links.
The public API has also expanded with endpoints for workspace phone numbers and users, making it easier to connect Consio activity back to the right resources in your own systems.
Other improvements
Richpanel integration: Richpanel now has a native Consio channel, bringing calls and SMS into the workspace where support teams already work. Agents can see call dispositions, notes, AI summaries, and reply to SMS without switching tabs.
AI agents: support and sales agents now use more specialized instructions, giving support calls a stronger resolution focus and sales calls better product discovery and conversion behavior.
Mobile: the dialer, customer pages, settings, and dialogs now work better on smaller screens, with native call controls and a keypad for calls on the go.
Inbound routing: registered mobile devices can now receive routed calls even when the agent doesn’t have an active browser session.
Business hours: AI agents now read the workspace’s configured business hours directly, making answers about opening times and transfer availability more reliable.