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.