Magic LibraryStandard release
Q3 2026
New
New
- Company name on calls: Your Voice agent can use a different company name from your Thread workspace. Set it under General settings → Agent and company name, or leave it blank to keep using your workspace name.
Fixed
Fixed
- Overflow questions: Overflow now asks your custom question, such as a callback number, even when it already has the caller’s phone number.
Fixed
Fixed
- Call notifications: Voice call notifications no longer go to inactive admins.
Improved
Improved
- Contact lookup: Attendant now asks for a caller’s last name before searching contacts, avoiding a match based on first name alone.
FixedBeta
Fixed
- On-call ticket status (Beta): In Voice On-Call, statuses are now grouped by board so accepting a page does not inadvertently move the ticket to another board. Applies to workspaces enabled for Voice On-Call beta.
ImprovedFixedBeta
Improved
- On-call page failures (Beta): Failed pages now record whether the line was busy, the call was declined, or the network blocked it, making the failure easier to investigate. Applies to workspaces enabled for Voice On-Call beta.
- On-call prompt playback (Beta): On-call page prompts now play when a technician answers, instead of sometimes leaving silence. Applies to workspaces enabled for Voice On-Call beta.
- Transcript completeness: A caller’s final words are now included more consistently when they hang up while speaking.
- Contact assignment history: A rejected caller match no longer appears as a confirmed contact assignment in the conversation history.
- Technician escalation: When a caller asks for a person, Attendant now completes the transfer after collecting any required name, company, or issue details.
ImprovedFixed
Improved
- Voice quality: Inbound and outbound agents now use an updated voice model for more natural-sounding speech.
- Hold during handoff: After a handoff to a technician, a caller placed on hold is no longer disconnected by the agent’s “are you still there?” check.
ImprovedFixed
Improved
- Inbound transcript: Voice tickets now include what was said before ticket creation, with transcript lines in spoken order.
- Private call notes: AI-captured call content now posts as an internal Magic Voice note rather than a customer-facing first note, avoiding an email with the raw call summary. Technicians can still see it in Thread and the PSA.
- Call handoffs: Caller and technician roles are now distinguished during handoff, and calls can finish wrapping up when a caller hangs up mid-transfer.
Improved
Improved
- Silent callers: Attendant now checks whether a caller is still on the line before promising a transfer. The same check applies if the call moves to Overflow.
- Existing-ticket privacy: Attendant no longer checks existing tickets while an unverified caller is leaving for a human transfer, consistent with Voice Shield.
Improved
Improved
- Supported countries: Outbound Calling setup now only offers countries that Voice AI actually supports, and blocks number creation if an unsupported country is chosen, so you can’t get stuck configuring a number Voice can’t dial.
Improved
Improved
- Default contact: Attendant can use a company’s default contact when a caller cannot be identified. Configure it per company in Voice settings.
NewFixed
New
- International outbound calling: Outbound Calling is available in supported international Voice workspaces once number provisioning and local carrier requirements are complete. Contact the Voice team to confirm availability for your country and workspace. Applies to supported and provisioned international Voice AI workspaces.
- Consent-message controls: If you use Outbound Calling, you can adjust the speed and volume of each agent’s consent message. Existing settings stay unchanged until you move a slider.
- Caller confirmation: Fixed a crash when identity details were confirmed out of order during an Overflow call.
ImprovedFixed
Improved
- Default contact: Attendant now resolves the company’s configured default contact before creating a ticket when the caller cannot be identified.
- Keypad menu: Attendant menus now recover after an incorrect keypress, rather than leaving callers in silence.
NewImprovedFixed
New
- Contact matching: Contact Mapping now handles differently formatted phone numbers and can include Microsoft 365 contact numbers when syncing is enabled. Inbox labels numbers sourced from Microsoft 365.
- Ticket creation: Ticket creation now returns a clearer error when a configured board or service source is invalid.
- Long call-feedback notes: Longer feedback notes can now be saved without an error.
Q2 2026
Fixed
Fixed
- International recordings: Recordings from Australia, Canada, and Ireland now load in Admin.
- Outbound preferences: Inbox now saves outbound-calling preferences when you choose Save and displays international numbers consistently.
ImprovedFixed
Improved
- Outbound Calling availability: Voice settings now hide Outbound Calling where it is not available to your workspace.
- Contact phone number on tickets: Fixed a case where a contact’s phone number could appear on the wrong ticket.
- Contact actions: The contact Actions bar stays visible when click-to-call is enabled.
NewImprovedBeta
New
- Voice Shield: Voice Shield lets verified callers ask about or update a referenced existing ticket. If a caller is not verified, the request is captured without sharing ticket details.
- End inbound calls from Inbox: Technicians can end an in-progress inbound call directly from Inbox.
- End outbound calls from Inbox (Beta): Technicians in enabled beta workspaces can end an active outbound call directly from Inbox. Applies to enabled outbound-calling beta workspaces.
- Contact card calling: A call button on the contact card provides a quicker route to outbound dialing.
- Call timeline: Call start and end times now appear in the message timeline.
ImprovedFixed
Improved
- Phone number countries: Voice-enabled phone numbers now display a country flag for easier identification.
- Contact matching: Attendant now matches callers to contacts more consistently.
- Ticket-update protection: Attendant now requires caller verification before updating a ticket.
- Call transfers: Fixed cases where a merged call could remain stuck mid-transfer or a caller’s line would not disconnect.
- Outbound call recaps: Recaps now wait until an outbound call has finished.
ImprovedFixed
Improved
- PSA transcripts: Voice call transcripts are now attached to the PSA ticket as a downloadable file.
- Calling extensions: Outbound calls to extensions now pass keypad tones and pauses through correctly.
- International numbers: Fixed a number-allocation issue that could prevent international calls from being set up.
- Call log events: Call-end events now appear more consistently in the voice call log.
- Transcript warnings: Removed a warning that could incorrectly appear on call transcripts.
New
New
- Farewell message: You can now set a custom farewell message for your voice agent, applied consistently across Attendant, Overflow, and call handoffs.
NewImprovedFixed
New
- Speech controls: Adjust your agent’s speed and volume, with a live preview before saving. Speed ranges from 0.6× to 1.5×.
- Technician introductions: Call handoffs now share the receiving operator’s name after the transfer completes, instead of before.
- Outbound preferences: Saved outbound-calling preferences now remain in place when settings reload.
- Outbound Caller ID: Fixed a case where outbound calls displayed the wrong caller ID.
ImprovedFixed
Improved
- Escalation requests: Voice agents now recognize common requests for a person even when you have not configured specific escalation words.
- Overflow contact mapping: Overflow now has its own contact-mapping settings instead of inheriting them from Attendant, so overflow calls can route independently.
- Call audio: The waiting sound now stops after a warm merge or cold transfer.
Fixed
Fixed
- Inbox transcripts: Call transcripts can now be opened from Inbox’s list view.
- Escalation triggers: Calls no longer escalate when the configured trigger phrase was not matched.
ImprovedFixed
Improved
- Voice settings: Cleaned up copy, layout, and styling on the Voice settings pages.
- Overflow conversation: Overflow no longer repeats information already captured earlier in a call.
- Call audio: Fixed excessive beeping during calls.
- After-hours setup: The After-Hours configuration screen now opens instead of failing with an error.
ImprovedFixed
Improved
- Handoff responses: Voice agents are less likely to give unsupported information while handing a caller to a technician.
- Caller notes: Caller notes now appear in the Thread conversation when a caller has not been verified.
Fixed
Fixed
- Call continuity: Fixed a case where a voice agent could hang up mid-call during onboarding.
Q1 2026
NewFixed
New
- Custom hold music: Upload hold music for each voice agent in MP3, WAV, or OGG format, up to 10 MB.
- Attendant greeting: Fixed unwanted spoken feedback immediately after Attendant accepted a call.
- Agent farewell: The agent’s closing words now finish before the call recap starts.
NewImprovedFixed
New
- Technician briefing: Use the Technician Briefing setting to skip the caller-name and issue briefing before a transfer. Existing behaviour stays on by default.
- Contact mapping alerts: The Voice dashboard now shows why contact mapping may not have succeeded, including unregistered numbers, low-confidence matches, inactive contacts, and sync issues.
- Contact matching: Contact matching is more reliable when Voice evaluates a caller’s details.
- Call continuity: Fixed a case that interrupted a call before the caller’s issue details were captured.
Fixed
Fixed
- Cold-transfer tickets: Fixed a case where a cold-transferred call created a ticket unexpectedly.
- New agent numbers: Phone numbers for newly created voice agents now include the default country code.
- Call feedback: Fixed a case affecting the five-star call feedback survey.
NewImprovedFixed
New
- Call recaps: Voice AI can post an AI-written recap with caller, issue, actions, and resolution details as an internal note in Thread Inbox and the connected PSA.
- Unanswered transfers: Attendant now warm-handoffs callers to Overflow on transfer timeout in Advanced AI mode too, without re-asking what they called about.
- Transfer numbers: Call-transfer number fields now default to the +1 country code.
ImprovedFixed
Improved
- Unanswered transfers: In Minimal AI mode, an unanswered transfer can continue to Overflow after the configured timeout so the caller can describe the issue instead of the call ending.
- Ticket transcripts: Voice-created tickets now include transcript details that were previously missing.
- Call reliability: Fixed a backend error that caused some voice calls to fail.
NewImprovedFixed
New
- Pronunciation preview: Admins can now preview voice and pronunciation settings directly from the admin panel.
- Accept call handoffs: Technicians can accept a handoff by saying “I’d like to accept” in addition to pressing 1.
- Handoff questions: Attendant no longer asks callers to describe their issue twice before a handoff.
ImprovedFixed
Improved
- Overflow messaging: Updated the wording used when a call escalates to overflow.
- Duplicate transfers: Attendant no longer starts two transfers for the same call.
- Ticket context: Attendant now keeps ticket context through the call.
- Issue details: Tickets now retain the issue description the caller provided.
- Question timing: Attendant asks for issue details at the appropriate point in the call.
Fixed
Fixed
- Discussion-note notifications: Fixed missing email notifications for discussion notes on Voice-created tickets.
- Voice settings display: The placeholder in the IVR menu greeting field now fits in its input.
- Minimal AI prompts: Hidden prompts no longer stay active when Minimal AI mode is selected.
New
ImprovedFixed
Improved
- Caller clarification: The voice agent now asks a clarifying question when it doesn’t understand a caller’s response, instead of guessing at intent.
- Turn taking: Voice agents now interrupt callers less often while deciding when to respond.
- No matching ticket: Fixed an error when a caller had no matching ticket.
Fixed
Fixed
- Keypad input: Voice agents stop waiting for keypad input once the caller has entered it.
- Contact attribution: Corrected caller transcripts being attributed to the wrong contact after a match was found.
- Overflow questions: Callers no longer have to describe the same issue twice during Overflow handling.