AI agents now schedule callbacks for your team

When a call needs a person : after hours, everyone busy, or the caller simply asks to be reached later, your AI books a callback task, reads the time back to the caller in their own timezone, and closes the call with a Callback requested disposition.

The callback lands in Tasks like any other piece of work, marked as created by the AI so you can tell it apart from what your team booked by hand. Nothing sits in a transcript waiting to be noticed.

It is on by default for Generalist, Support and Inbound Sales agents, and available to switch on for Outbound Sales, Receptionist and Custom agents under AI Agent → Actions → Schedule a callback.

→ Open AI agents

Calls now stay in queue while the phone is still ringing

A queued caller used to leave the queue the moment a call was assigned to an agent, before anyone had actually picked up. Now they stay in the queue until the call is answered. Agents get the full ring window, and the queue reflects what is really happening on the line, including when a caller has already gone through to voicemail.

Agents can also now answer a queued caller straight from the dialer, without switching to Live Monitoring first. If you are already on the dialer between calls, the next caller is one click away.

→ Open Live Monitoring

Tasks opens on the work that is yours

The Tasks page now opens on My tasks, everything assigned to you, plus anything unassigned, instead of the whole team's list. Switching views is a single dropdown: My tasks, Unassigned, Everyone, or a specific teammate or team.

Status filtering is now a clean Open / Done / Canceled picker, and you can filter by who created a task, including tasks created by your AI agents. Handy now that the AI books its own callbacks.

→ Open Call Tasks

Other improvements

• Order webhooks: order.attributed events now include the products on the order and a product count, so downstream tools get the line-item detail without a second API call.

• Webhook reliability: endpoints that keep failing to receive deliveries are now deactivated automatically instead of retrying indefinitely. → Manage webhooks

• Call details from anywhere: open the call details drawer directly from a customer conversation, instead of going back to call history.

• Draft order guardrail: the AI can no longer create an empty draft order with no products on it.

• Devices: browser sessions now appear alongside registered mobile devices, with an accurate last-seen time.