Magic LibraryBeta
November and December 2025, when Voice AI was in beta.Q1 2026
Fixed
Fixed
- Duplicate tickets: A single phone call no longer creates more than one ticket.
Q4 2025
NewImprovedFixed
New
- Minimal AI mode: Added Minimal AI mode for the Attendant: it plays your greeting and passes the caller straight to your team, and keypad menu options are turned off while it’s selected.
- Voice settings: Refreshed the design and wording of the voice agent settings.
- Early-ended calls: Voice AI now creates a fallback ticket when a call ends early, for example when the caller hangs up during the greeting.
- Progress messages: The agent no longer tells callers it is still working after an action has failed.
NewImprovedFixed
New
- Ticket Source and Board: You can now choose the ticket Source and Board separately for each Attendant and Overflow agent.
- Overflow capture settings: Capture Issue settings now appear only on Overflow agents, where they apply.
- Tickets after incomplete calls: Attendant can create a ticket when a caller hangs up during the menu or cannot be matched to a contact.
Improved
Improved
- Voice dashboard: The voice calls dashboard in Admin Panel now loads faster.
- Overflow progress messages: Overflow now gives callers the same short “still working on it” updates as the Attendant during longer steps like creating a ticket.
NewImprovedFixed
New
- Transfer ring group and extension: You can now set a default ring group together with an extension for transferred calls.
- Menu phone numbers: Phone numbers in keypad menu options now use one standard input format, with clearer labels for redirect options.
- Ticket creation time: Fixed cases where ticket creation at the end of a call took more than 10 seconds.
NewImprovedFixed
New
- Custom pronunciations: You can now add custom pronunciations so your agent says company names, contacts, and jargon correctly. See the pronunciation guide.
- Accepting transfers: Technicians now press 1 to accept a transferred call before the handoff begins.
- Escalation context: Escalation requests, including the reason and the words the caller used, are now recorded in the ticket description or note.
- Required ring group: Voice AI settings can no longer be saved without a ring group when one is required.
- Attendant greeting: Attendant no longer greets callers twice when no keypad menu is configured.
ImprovedFixed
Improved
- Default contact and company: Voice AI settings now require a fallback company and contact for calls whose caller cannot be identified.
- Required menu option: When the keypad menu is turned on, the Attendant now requires at least one menu option.
- Unanswered transfers: If no technician picks up a transfer in time, the caller now returns to the agent instead of waiting indefinitely.
- Spoken menu choices: Improved how the Attendant understands which menu option a caller asks for.
- Contact lookup speed: Phone-number contact lookups no longer stall calls as often.
- Overflow greeting: Overflow now greets identified callers by name more consistently.
- Call details layout: Contact details no longer overlap the call details panel.
NewImprovedFixed
New
- Overflow issue questions: Added Capture Issue settings for Overflow, so you choose what the agent asks callers about their issue.
- Escalation words: Added escalation words: when a caller uses one, the Attendant hands the call to a technician and Overflow notes the request on the ticket.
- Caller greeting: The agent now uses your company name and, when the contact is identified, the caller’s first name in its greeting.
- PSA call notes: Voice AI now retries saving its call note to your PSA if the first attempt fails.
- Call preview: The phone call preview now appears in front of the ticket in Views.
Fixed
Fixed
- Default contact settings: The default contact and company settings now stay saved.
ImprovedFixed
Improved
- Call progress messages: The Attendant now tells callers it’s still working during longer steps, such as matching their contact or creating a ticket.
- Prompt character limits: Prompt fields in Voice AI settings now show a character limit.
- Ticket descriptions: Ticket descriptions now clearly separate the caller’s own words from the AI summary.
- Duplicate tickets: Overflow no longer creates two tickets when a caller hangs up.
Alpha
Before November 2025, when Voice AI was in alpha.Q4 2025
ImprovedFixed
Improved
- Caller turn taking: Voice AI now handles overlapping speech more carefully while confirming caller details and capturing the issue.
- Issue capture: The agent now focuses on capturing the issue and routing the call, rather than trying to troubleshoot with the caller.
- Contact lookup: A slow contact lookup no longer leaves a call stalled.
- Abruptly ended calls: Tickets retain caller details when a call ends abruptly.
ImprovedFixed
Improved
- Unverified caller details: Tickets from callers who couldn’t be verified now include the caller’s name, company, and phone number in the note.
- Call-details access: Call details pages are now restricted to members of your own workspace.
- Existing-ticket updates: Attendant can now update an existing ticket when a caller references it.
- Existing-ticket questions: The agent now interprets answers to existing-ticket questions more accurately.
- Direct ring-group routing: The keypad menu no longer plays when calls go straight to a ring group.
NewImprovedFixed
New
- Unidentified callers: Callers who prefer not to identify themselves can now continue the call, and the ticket is assigned to your default contact.
- Private cold transfers: Cold transfers can now send keypad tones and skip live transcription for a private handoff.
- Advanced call activity: Added an Advanced mode to the call activity log that shows the full event detail for a call.
- Call progress messages: The agent now plays short “still working on it” messages while it creates or updates a ticket.
- Technician handoff briefing: Handoff messages to technicians are now personalized with the caller’s name and issue.
- International menu numbers: Keypad menu options now accept international phone numbers and longer extensions.
- Spoken ticket numbers: Ticket numbers are now read digit by digit, without reading the # symbol aloud.
- Original issue details: New tickets now retain the caller’s original issue description.
- International recordings: Recordings from calls in Australia and Canada now appear in Admin.
NewImprovedFixed
New
- Optional feedback: Callers can now skip the end-of-call feedback question.
- Transfer extensions: Transfers can now dial an extension and stop ringing after a timeout.
- Australian numbers and voices: Voice AI now supports Australian phone numbers, with Australian voices you can select for your agent.
- Failed transfers: If a transfer fails, the Attendant still creates a ticket so the call isn’t lost.
- Agent greetings: The agent no longer repeats its greeting when moving between steps of a call.
- Canadian call routing: Calls to Canadian numbers now reach the intended agent.
Improved
Improved
- Spoken feedback ratings: The agent now works out the feedback rating from what the caller says, instead of needing a single spoken number.
- Agent in call records: Voice call records now show which agent handled each call.
- Call-ending party: Voice call records now show who ended the call, the caller or a technician.
Q3 2025
NewImprovedFixed
New
- Technician transfers: The Attendant can now warm or cold transfer callers to a technician.
- Direct ring-group routing: You can now skip the keypad menu and send callers straight to a default ring group.
- Call closing message: You can now customize what the agent says when it ends a call.
- Configured greeting: The agent now uses the greeting you set in its settings.
- Unmatched callers: The agent now handles callers who can’t be matched to a contact.
- Technician transcript: Call transcripts in Inbox now include what the technician said, not only the caller.
- Time entry after calls: When a call ends, Inbox now stops the timer and starts a Magic AI time entry for it.
- International menu numbers: Phone numbers in keypad menu options now accept a leading plus sign.
- Copying the Overflow number: Copying the Overflow phone number no longer saves Voice AI settings.
- Call display: Fixed the phone source icon and call-date display.
NewFixed
New
- Attendant agent: Added the Attendant agent type alongside Overflow: an AI receptionist that answers your main line, offers a keypad menu, and routes callers to your team.
- Attendant menu: Added keypad menu settings so you can define the Attendant’s menu options.
- AI Contact Mapping: Added an AI Contact Mapping setting that controls whether the agent tries to identify the caller as a contact.
- Agent availability: You can now switch a voice agent between active and inactive.
- Live call messages: Live call messages now appear in Inbox.
NewImproved
New
- Calls in progress: You can now see a call in progress in Inbox while Voice AI is handling it.
- Background Sound: Added a Background Sound setting so you can choose the ambient sound callers hear.
- Contact matching: Improved contact matching by using the caller’s name and company when the phone number alone isn’t enough.
- Transcript display: Call transcripts shown in Inbox’s message composer no longer show timing details.
ImprovedFixed
Improved
- Response time: Reduced the pause before the agent responds to callers.
- Long caller messages: Long caller messages now remain intact in call transcripts.
NewImprovedFixed
New
- Recording player: Added a built-in audio player for call recordings, with dark mode support.
- Phone-number matching: Improved contact matching for phone numbers stored in different formats.
- Call activity log: Call activity logs now hide internal system events.
- Ticket titles: Tickets no longer retain a placeholder title when the caller hangs up.
NewImproved
New
- Default company and contact: You can now set a default company and contact for calls from callers who can’t be identified.
- Silent callers: Improved how the agent detects a caller who has gone silent.
ImprovedFixed
Improved
- Call activity names: Call activity logs now use plain-language event names.
- Caller phone numbers: Call transcripts now show the caller’s phone number.
- Recording playback: Call recordings now play from the call details page.
NewImproved
New
- After-hours settings: Added an after-hours section to Voice AI settings, and the agent now adjusts its greeting and escalation when you’re closed.
- Optional call feedback: You can now turn the end-of-call feedback question on or off.
- Phone call cards: Inbox now shows phone calls on their own card and recognizes Phone as a ticket source.
NewFixed
New
- Voice AI settings: Added Voice AI settings in Admin Panel, where you can edit your agent’s prompts and choose its voice.
- Unverified-caller message: Updated the message for callers Voice AI cannot verify.
NewImproved
New
- Call details: You can now open a single call’s details page, with its contact, ticket, transcript, and activity log.
- Recording playback and download: You can now play and download call recordings from the call details page.
- Phone ticket source: Tickets created from calls now use Phone as their source.
Q2 2025
NewImproved
New
- Call record search: You can now search voice call records by ticket or session ID.
- Call record details: Voice call records now show the caller’s company, the ticket’s board, and ticket sentiment.
- Call feedback in records: Voice call records now show the rating and comment callers leave at the end of a call.
- Caller contact on tickets: Tickets created by Voice AI are now linked to the caller’s contact.
New
New
- Voice calls list: Admin Panel now has a list of calls handled by Voice AI.