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Released 2026-08-06

Improvements

  • Chat Widget 2.0: The website chat widget has been redesigned, and the new look reaches every page that already has it embedded — nothing on your site needs to change. The embed snippet keeps working exactly as pasted, because the version you pick only selects which loader file the snippet points at, while the chat experience itself is always the current release. Chat Configuration → Embed Code now offers Latest (2.0.0), which new agents use, with versions 1.0.0–1.4.0 still available if you need to pin one. Agents that were pinned to an older version have been moved to Latest — re-pin from Embed Code if you were relying on a specific loader. Your colors, logo, disclaimer, allowed origins, Freshchat connection and chat variables all carry over unchanged. See Chat Widget.
  • Redesigned Widget Customization: Chat Configuration → Widget Config has been reworked. Title is now AI Agent Name, and a new AI Agent Avatar upload sits alongside Widget Logo, so the picture beside AI replies can differ from the logo in the chat header. The color pickers are renamed to say what they actually control — Brand, User Message Text, AI Agent Message Text, AI Agent Message Background and Header Text — each still set separately for light and dark mode, with the dark value auto-derived when you change the light one. The avatar disc beside AI replies and the icon inside it now take the same background and text colors as the AI message bubble, so the two always share one contrast pair. One behavior change to note: the name in the chat header no longer falls back to your agent’s internal name. A title you had already customized carries over, but if AI Agent Name is left blank visitors now see AI Agent — set the field if you want something else.
  • Refreshed Widget Look & Feel: The collapsed launcher is now a clean floating circle — the rounded card behind it is gone, its shadow traces the circle, the icon is larger, and the bubble grows slightly on hover. Opening and closing is a smoother morph, with the panel keeping its rounded corners until it settles into the launcher. The sender label above each message and the timestamp inside it are replaced by one small muted line under the bubble — “AI Agent · 10:32” for the agent, the live agent’s own name during a handoff, and the time alone for the visitor — fixed in neutral grey so it no longer picks up your brand or message text colors. The header logo now fills its circular slot, the spacing between the AI disclaimer and the “Powered by SquawkVoice.ai” line is tighter and consistent across the chat and email-capture screens, and your logo and avatar are pre-loaded so you no longer see an empty image slot on first paint.
  • Random Number Transformer: A new Data Transformer that returns a random whole number between a Min Value and a Max Value, inclusive of both. Because it generates a value rather than transforming one, the block has no Input field — the two bounds are its only parameters. Bounds may be negative, and either one can be an {{input#}} or {{expr#}} reference, including text that mixes literal digits with references. Literal bounds are validated when you save; at run time the transformer never fails a chain — a bound that resolves to blank or non-numeric text counts as 0, and if the resolved minimum ends up above the maximum the result is 0. See Data Transformers.
  • Campaign Contacts Export Matches the On-Screen Table: Export on a campaign’s Live Monitoring tab and on a run’s detail page now produces a CSV whose columns run in the same order as the table on screen, followed by your custom fields alphabetically. The old last_outcome column is replaced by reason, carrying the same plain-English explanation the table shows (“No voice-call consent”, “DNC registered”, “Missing PEWC”) — previously it just repeated the last call status and was empty for contacts blocked before they were ever dialed. Downloads are now named after the campaign and run (summer-outreach-run-3-contacts.csv) instead of two raw IDs. If you have a script that reads this CSV by column position or by the last_outcome header, update it. See Launching and monitoring.
  • Chat Launcher Flash and Dropped Widget Edits: On your website, the chat launcher used to appear immediately in the default bottom-right corner at default size, color and logo, then jump to your configured appearance a moment later. It now stays hidden until its saved appearance has loaded and fades into place already correct, with a 10-second safeguard that reveals it using defaults if that request is slow or fails — so it can never be left invisible. Separately, in Chat Configuration → Widget Config, a change made in the moment just before you navigated away from the panel could be discarded rather than saved; pending changes are now flushed when you leave.
  • Decision Nodes Freezing the Flow Builder: Opening a Decision node — in a pre-call, during-call or post-call flow — sent its configuration panel into a render loop that never stopped, locking up the panel and the canvas behind it so conditions could not be edited or saved without reloading the page. The panel now settles as soon as it opens and stays responsive while you add and delete conditions, set each one’s data transformer, input values and target node, and choose the Otherwise branch.
  • Appointments Booked in the Past: Agents using the Google Calendar Create Event and Update Event actions could book an appointment in the past. The date context the agent worked from insisted on the current year for every event it scheduled, so a caller in December asking for “January 5th” was booked eleven months earlier, and a reschedule could move an existing event backwards. That blanket year instruction is gone, and the start-time parameter on both actions now states that the time must be in the future and that a date given without a year that has already passed should roll forward. Agents with either action attached pick up the new guidance automatically. See Connected Apps.
  • Freshservice Tickets Without an Assigned Agent: Creating or updating a Freshservice ticket no longer fails when the AI agent has no one to assign it to. Rather than leaving the assignee out, the agent could fill it with a placeholder value of zero, which Freshservice rejected as an invalid agent ID — the ticket was never created, or the update never applied, and the action came back as an error mid-conversation. A zero or negative assignee is now dropped before the request is sent and the ticket is created unassigned as intended, whether the value was supplied as the assignee directly or through the older agent ID field. Existing actions pick this up automatically.
  • Widget Logo and Avatar Image Formats: The widget logo and AI agent avatar now accept PNG, JPG, GIF and WebP only, up to 10 MB. SVG files were previously accepted and are now rejected, both in the Studio and through the API, because these images are served publicly from the widget on your site and an SVG can carry embedded scripts. An SVG you already uploaded keeps displaying — upload a PNG or WebP the next time you change it.
  • Agent Time Context: The time, date, year, day of week and timezone an agent is given on every turn now also names the current month, always in English regardless of the server’s locale. Every value is still computed in the timezone set on the agent’s Settings tab. Nothing to configure.
Released 2026-07-27

Improvements

  • Bring Your Own Number: Add phone numbers you already own on a SIP trunk to an account instead of only buying them in the Studio. Manage → Phone Numbers → BYO Number accepts a single number or a consecutive range (2–100 at a time; numbers already in use are skipped automatically), and BYO numbers then behave like any other number — assign them to an AI agent. They carry a BYO badge, are never billed by SquawkVoice, and do not use up your included number. For SIP trunk customers this replaces per-number X-SIP-AssistantId headers — assign the number to an agent in Studio and reassign it later without touching your SBC. Contact your provider to enable it for your account. See Phone Numbers and SIP Integration.
  • Five New Data Transformers: Search String returns where a value appears in the text (or -1), String Length returns a character count, Extract Email pulls the first email address out of free-form text, Extract Number (min–max) pulls the first digit run of a given length — an OTP or account number out of a messy transcript — and Matches Regex returns a plain true/false you can branch on with Conditions or Compare. See Data Transformers.
  • Find Nodes in a Flow: Large flows now have a search box in the top-right of the flow canvas. Type any part of a node’s name or its type and every match is highlighted at once; pick a result to pan and center the canvas on that node. See Find a Node on the Canvas.
  • Summaries in the Wrong Language: Call and chat summaries now come back in the agent’s configured Summary language. Agents set to a specific language — or to Auto — could receive an English summary instead, and the Additional Concerns section was returned in English even when the rest of the summary was translated. The setting now also lives alongside the agent’s other language options in the Languages & localization card. See Summary Language.
  • Campaign Voicemail Calls Never Hanging Up: When an outbound campaign reached an answering machine and was configured not to leave a message, answering-machine audio could interrupt the agent’s hang-up and leave the call connected in silence, holding the line. The hang-up now always completes, exactly once, and speech picked up after the agent has committed to hanging up can no longer cancel it.
  • Campaign Outcomes: Voicemail is now decided by the outcome the agent itself reports, not by scanning the transcript for answering-machine phrases — so a live contact who happens to mention a voicemail greeting is no longer hung up on and filed as Voicemail. Voicemail, Wrong number, Callback requested and DNC request now all travel through a single end-of-conversation path and reach the campaign reliably, with transfers reserved for genuinely connecting a contact to a person. See How a campaign call ends.
  • Inbound Transfers Blocked by an Outcome Name: On a non-campaign agent, an outcome named Voicemail, Wrong Number, Callback Requested or DNC Request silently prevented inbound callers from being transferred to a human — the call ended instead. That behavior is now limited to genuine outbound campaign calls. Outcome names are also checked for duplicates (case-insensitive) when you add or rename one, including against those four names, which are reserved for campaigns.
  • Transfer Status in Call Logs: The Agent Handoff section of a transferred call’s transcript again lists the dial progress to the transfer destination — dialing, ringing, connected, and the outcome — instead of dropping lines (most often the first one) or rendering empty. In the same viewer, the customer’s messages are now labeled Caller throughout. See Transfer Status in the Transcript.
  • Billing Accuracy for Transferred Calls: Calls handed to a human over a PSTN transfer are now billed on the carrier-reported connected duration of the call — answer to hang-up, covering the AI conversation, the transfer dial, and the human-agent leg. Previously the charge was derived from a wall-clock span that kept running until the call record was closed out, so when a transfer’s final status never arrived, the waiting time before a background sweep closed the record was billed as call time. Those records now also finalize promptly instead of waiting for the sweep, and the Duration shown in Call History matches what you are charged. See How minutes are calculated.
  • Freshservice Ticket Actions: Assigning a ticket to an agent now works — the platform sends the field name Freshservice expects, and actions configured before this release are translated automatically. Agents can also resolve and close tickets, via a new optional Resolution notes parameter that Freshservice requires for those statuses. And looking up tickets without a requester filter no longer fails and retries — an unset requester ID is treated as “no filter”. See Connected Apps.
  • False Error After Connecting an App: Connecting Google Sheets, Google Calendar, or another app that signs in through OAuth no longer shows an “Integration not found” error on return. The connection had actually succeeded — only the message was wrong.
  • Stuck Action Cards in Test Calls: In the test-call transcript, an action card could stay on “Running…” forever if backend logging failed. Cards now always advance to their final status and latency.
  • Guaranteed Call Wrap-Up: Once an agent has decided to end or transfer a call, the platform now guarantees the call finishes wrapping up within 15 seconds even if the normal shutdown path stalls — so the call log, summary, campaign follow-up, and billing are never left pending. No change on a healthy call.
  • Regex Safety Limits: The Regex Extract and Find & Replace transformers now reject oversized input, over-long patterns, and runaway match counts with a clear error instead of stalling the request. See Data Transformers.
  • Contact Timezone Data: The postal-code dataset used to resolve each campaign contact’s local time for legal dialing hours now refreshes on a weekly schedule, and a partial download fails the run instead of reporting success with incomplete data. See Scheduling.
  • Platform Runtime Upgrades: The orchestrator, API, and Studio moved onto current supported releases of their application framework, telephony SDK, and routing library, off versions that had reached end of life. Deliberately behavior-neutral.
Released 2026-07-16

Improvements

  • Squawk Co-pilot is now generally available: The in-platform AI assistant — Build with AI in Studio — is now available to all users. Open it from the sparkles button in the top bar (or Cmd/Ctrl + I) and describe what you want in plain English: it creates and configures AI agents, links knowledge bases, sets up actions, and answers questions about the platform. It can now also edit during-call flows node by node, with the flow editor refreshing in real time as the Co-pilot works. See Squawk Co-pilot.
  • Consistent Contact-Table Sorting: Campaign contact tables now sort consistently across all sortable columns — Zipcode sorting now applies to the full contact list instead of only the current page.
  • Smarter Summaries: Call and chat summaries now receive the current date as context, so relative dates (“tomorrow”, “next Friday”) in conversations resolve correctly in summaries.
  • Data Transformer Empty Inputs: Transformation pipelines now handle empty or missing inputs gracefully — references to absent inputs resolve to empty strings instead of failing the chain. See Data Transformers.
  • Voice Stability After Barge-In: Fixed two interruption edge cases — calls no longer hang in dead air when a caller interrupts the agent during a transfer, and transfer/closing messages are no longer played twice after an interruption.
  • Freshcaller Call Endings: Freshcaller conversations now hang up correctly at the end of a conversation instead of transferring.
  • Chat Handoff Transcripts: Chat handoff messages are no longer missing from transcripts after a browser reconnect, and reconnect handling no longer delays handoff completion.
  • Freshchat Connections: Adding a new Freshchat connection in the Build Hub now auto-refreshes the channel list, preventing handoff failures on newly added connections.
  • Call & Chat History Error Logging: Cancelled API requests are no longer logged as errors in call history, chat history, and knowledge-base linking.
  • Freshdesk Contact Search: Invalid company filters are now dropped before reaching Freshdesk, fixing “Get Many Contacts” failures.
  • Post-Call Processing Resilience: Summarization now uses bounded retries and timeouts with graceful degradation, so upstream LLM slowness no longer stalls post-call processing.
  • Zero-Downtime Deploys: Added deep health/liveness probes and graceful shutdown draining across platform services for smoother releases.
Released 2026-07-07

Improvements

  • Outbound Voice Campaigns: Launch AI-driven outbound calling campaigns from Manage → Campaigns — assign an agent, upload up to 100,000 contacts per CSV (custom columns become agent {{variables}}), set weekly calling windows, and control concurrency, retries, and voicemail handling. Every launch creates a numbered run with immutable configuration snapshots. See the new Outbound Campaigns guides.
  • Live Campaign Monitoring: Real-time run dashboard with progress, active-call banner, and outcome buckets (retry, no answer, busy, voicemail, wrong number, callback requested, blocked, frequency capped) — plus per-contact dial history with TCPA decisions, transcripts, and recordings, CSV export, and side-by-side comparison of 2–5 campaigns.
  • Campaign Compliance & DNC Scrubbing: TCPA attestation at every launch, per-contact consent (PEWC) gating, legal calling-hours enforcement in the contact’s local timezone, in-call opt-out capture, and Do-Not-Call + Reassigned-Number scrubbing before every dial ($0.10 per contact per run by default, with an upfront cost preview and SAN management). See Compliance & DNC.
  • Phone Numbers: Buy phone numbers in-app across 3 countries, assign them to AI agents for inbound routing, and release them when done — first number free, additional numbers billed as a monthly add-on with prorated cost previews. See Phone Numbers.
  • Number Pools: Group numbers into rotating caller-ID pools with Sequential or Random rotation, automatic STIR/SHAKEN registration and attestation tracking, and automatic + on-demand spam checks. Voice campaigns now require a pool before launch. See Number Pools.
  • AI Call Context in SIP Headers: New transfer-rule option sends the conversation’s disposition and a brief AI summary as SIP headers (X-SV-Disposition, X-SV-Summary) on SIP transfers, so receiving contact-center systems get context inline — works alongside screen pop.
  • Full-Call Billing for PSTN Escalations: Calls escalated to a human agent over a PSTN transfer are now metered for the full call duration, including the human-agent leg. New per-agent Enable Handoff Transcript and Enable Handoff Recording toggles capture the escalation leg, with a separate Handoff Summary in the call drawer.
  • Variables Manager: New Variables capability in the Build hub — create, edit, search, and delete agent variables, filter unused ones, and see exactly where each variable is referenced across actions, flows, and settings.
  • Per-Channel Actions: Pre-call and post-call actions can now be scoped to run on Voice, Chat, or both, and the new interaction.CHANNEL variable lets prompts and flows branch by channel.
  • Summary Language: Choose the language AI call and chat summaries are written in per agent — any configured language, or Auto to match the detected conversation language.
  • Chat Widget Test Values: Add a per-variable test value to chat widget variables and preview variable-driven behavior in the in-platform test chat — test values never reach your live website widget.
  • Persistent Chat Widget Sessions: The embeddable chat widget now keeps sessions alive across page reloads and tab closes within a 10-minute reconnect window, with per-visitor session separation and a “Start new session” control.
  • Payment Methods: Add a new card in Billing → Payment methods via a secure embedded Stripe form, set it as default, and remove old cards.
  • Professional Services Hours: Purchase Professional Services hours directly from the billing portal ($200/hour), track the remaining balance, and review the work log in billing history.
  • Call History Direction Columns: Call History now shows Caller ID, To (dialed number), and Direction (Incoming/Outgoing) columns — included in CSV exports, and search now matches the called number.
  • Opportunity Discovery: New Optimize capability that scans ticket and call transcripts with AI to auto-generate FAQs, system instructions, and a business case.
  • Partner White-Labeled Sign-In: Partners can claim a dedicated subdomain so their customers see partner branding on the sign-in and forgot-password pages, before login.
  • Chat Escalation UX: Failed live-agent handoffs now show a clear status banner, and the conversation stays alive instead of ending when a handoff fails.
  • Chat Transcript Styling: Restored correct formatting of assistant messages in the transcript viewer, test chat, and embedded widget.
  • Freshchat Handoff Reliability: Fixed issues with handing off sessions to FreshChat agent.
  • Integration Action Logs: Action logs now record the real third-party endpoint URL (with credentials redacted) instead of the internal proxy URL.
  • Conversation Summaries: Call and chat summaries no longer intermittently omit sections.
  • Action Editing: During-call action parameters no longer swap position while editing, action names stay in sync with their flow names, and the required-parameter toggle on integration actions persists correctly.
  • Resolved issues with loading states in the portal for a more responsive interface.
  • Cleaner integration action logs, with response payloads shown without wrapper noise.
Released 2026-06-09

Improvements

  • Transcript Viewer & Action Logs: Enhanced the Transcript Viewer alongside Call and Chat History Action Logs for improved readability and detail.
  • Chat Widget Identifier Override: Added support for email and identifier overrides in the Chat Widget, allowing known users to bypass the email capture screen seamlessly.
  • Interaction Retrieval: Improved interaction queries to correctly exclude soft-deleted AI Agents, ensuring accurate history and analytics results.
  • Fixed various bugs affecting interaction functions and overall performance.
Released 2026-05-29

Improvements

  • Chat Widget Context: Improved chat widget behavior by injecting customer context directly into AI interactions to enhance conversation relevance and personalization.
  • Integration Call Actions: Resolved issues with the ConnectionId parameter during call actions linked to external integrations.
  • Variable Picker Visibility: Ensured closing message variables are fully visible in the variable picker and correctly substituted at runtime.
  • Deployment Consistency: Prevented the deletion of the loader version during agent deployment to maintain environmental consistency.
Released 2026-05-26

Improvements

  • Action Copy & Paste: Enable copying and pasting call actions (including flows and configurations) between different AI agents within the same account.
  • Streamlined Pre- & Post-Call Flows: Converted Pre-Call and Post-Call actions into fully-featured visual flows, supporting API Request, Set Variable, and Decision nodes for advanced pre-call preparation and post-call automation.
  • Freshchat Webhook Reliability: Resolved an issue causing the Freshchat webhook to silently drop agent messages due to message ID collisions.
  • Billing History Invoices: Corrected an issue where the invoice list in billing history failed to render or refresh upon re-visiting the tab.
  • Interaction Variables: Restored the missing interaction.TRANSFER_DESTINATION variable to ensure reliable dynamic transfer destination routing.
Released 2026-05-15

Improvements

  • Added the capability to track handoff outcomes and user-agent chat transcripts in chat history.
  • Addressed language selection bug when switched between multilingual and monolingual modes.
  • Addressed multiple issues causing call drops during actions without API request nodes.
  • Fixed formatting issues in the Guidelines editor and addressed integration action uncheck functionalities.
  • Resolved various UI issues in the Guidelines editor and menu positioning.
Released 2026-05-07
  • Resolved issues with Audit Logs to ensure proper visibility and accuracy.
  • Fixed the sticky search box and integration drawer states during calls for more reliable navigation.
  • Addressed rendering issues with ActionLog to enhance display functionality.
  • Disambiguated greeting messages between chat and voice interactions to improve clarity.
  • Refactored key-value string handling for improved action logs readability.
Released 2026-05-06
  • Enhanced onboarding flow now supports Chat channel setup.
  • New Regex Extract data transformer added for improved data manipulation.
  • New interactions variable CURRENT_DATE that has the current date based on the AI Agent’s timezone.
  • Resolved the issue with ActionLog rendering that was causing visual errors.
  • Improved logging and JSON handling in the API request components.
Released 2026-04-28
  • New Integrations: FreshChat, FreshDesk, and FreshService are now available as Connected Apps, letting AI agents interact with Freshworks platforms during calls and conversations.
  • Chat Analytics: Added a dedicated Chat Analytics dashboard with headline KPIs (Total Chats, Unique Users, Avg Turns, Resolution Rate, User Satisfaction), outcome charts, transfer disposition breakdown, and real-time live updates.
  • Resolved typography inconsistencies in the chat widget compared to in-app test chat.
    Released 2026-04-14
    • Action log added for Transfer actions to capture relevant details.
    • Substring function added to the Data Transformer for enhanced text processing.
    • Fixed issue with flows not being deleted when during call actions are deleted.
    • Resolved UI layout issues for guidelines and default voice configurations.
    • Updated the Forgot Password and password reset pages to fix theming issues.
    • Package dependencies updated for better stability and performance.
    • Enhancements made to the Guidelines Editor for improved user experience.
    Released 2026-03-31
    • Streamlined Onboarding: Reimagined the initial setup and agent creation workflow, making it faster and more intuitive to deploy your first and subsequent AI agents.
    • Modular Block-Based Guidelines Editor: Replaced the traditional Markdown editor with a modern, block-based interface. This intuitive editor provides a flexible way to structure your AI agent’s instructions and guidelines.
    • Quick Search & Navigation: Introduced a powerful search functionality (Command/Ctrl + K) that allows you to instantly find features and navigate across the platform with ease.
    • Real-time Call Analytics: The Call Analytics dashboard now features live tracking with updates immediately following every call. We’ve also added advanced filtering to analyze performance for specific AI agent or groups.
    • Fixed occasional issues with the WebSocket connectivity.
    • Addressed bugs in the Refreshed UI to enhance overall stability and performance.
      Released 2026-03-16
      • Improved data export file naming for clarity.
      • Added support for upper and lower case data transformations.
      • Chat channel modality added to the Voice AI Agent.
      • Added 3 year term along with the 1 year Commit & Save plan.
      • Fixed an issue where during call actions displayed incorrect parameters.
      • Corrected display of error messages in action logs.
      • Fixed UI issues for certain post-call actions for Partners.
      • Search and replace data transformer function can search for spaces.
      • Optimized summarization in interaction processing.
      Released 2026-02-24
      • Introduced a yearly commit plan “Commit & Save”.
      • Refined user satisfaction assessment analysis.
      • Optimized summarization processing in interactions.
      • Fixed an issue where end-of-call processing steps were not completing as expected.
        Released 2026-02-19
        • Added entries to live transcript and action logs for during call action invocations.
        • Added entries to live transcript and action logs for decision node executions.
        • Improved guardrails for AI Agents to not indulge in inappropriate conversations.
        • Improved user experience for using expression references in data transformers.
        • Included support for ACH payments in billing.
        • Added Audit Logs support that tracks all changes and clicks across the platform.
        • Corrected behavior for calls not terminating if the transfer destination is empty.
        • Fixed variable naming validation to ensure compliance with system standards.
        • Fixed various bugs to enhance backend transaction stability.
        • Patch added for resolving mTLS profile import/export failures.
        • Updates made to prevent duplicate variable creations for assistants.
        • Adjusted timeout settings for Guidelines Assistant to prevent timeout errors.
        Released 2026-02-05
        • Introduced mTLS integration for better security in communications.
        • Improved flow editor by adding a “Set Variable” node, allowing users to set variables dynamically.
        • Abilily to download newly uploaded documents to Knowledge Groups
        • Fixed action references in guidelines in AI Agent duplication and Import.
        • Fixed issue with calls not properly disconnected in some situations.
        • Fixed a rendering issue related to the initial message after autosave.
        • Resolved an issue where switching authentication types in Auth Profiles disrupted functionality.
        • Fixed bugs related to document management in the knowledge base.
        • Updated variables in task import/export frameworks for accurate recognition in call actions.
        Released 2026-01-22
        • Ability to perform call analytics on a custom date time range
        • Add user dissatisfied badge and filter to call history page
        • Customer Satisfaction metric card in Call Analytics
        • Containment Rate card metric updated to Resolution rate Metric card
        • Summary Issue field should surface key points discovered from the conversation
        • Support for variables in Transfer and End Conversation messages
        • Call Analytics and Billing Usage details not starting at start of UTC midnight
        • Fix for call summary not generated for calls in some cases
        • Fix Input Handling for Data Transformers with Custom Text and Dynamic Variables