The Contact Center Report now supports an All phone lines option in the Phone Line filter. Instead of checking one phone number at a time, you can now see call data for all your phone lines together in a single view.

This improvement saves you from switching between numbers and piecing the data together by hand, giving you a quicker and more complete picture of how your contact center is performing across the business. For more information, visit our knowledge article.

You can now give your contacts a sleek new Support Center to find answers on their own and create a ticket to get in touch with your team. They get more accurate search results as they type, saved views of their open tickets, and a cleaner layout with fewer clicks to reach what they need. Go to Main Menu > Support Center in your Agent Portal to set it up, preview it, and start using it.

For more information, visit our knowledge article.

You can now automatically route inbound calls to an external phone number when your team is unavailable outside business hours. When a call arrives outside your configured work schedule, it is bridged to your chosen number — a mobile, answering service, or any external line.

A ticket is created for every forwarded call, and forwarded calls appear in your Contact Center Report. For more information, visit our knowledge article.

The Chatbot widget now offers a smoother scrolling experience when navigating conversations. When customers scroll up to view earlier messages, a new indicator appears as new messages arrive. The Jump to Latest option takes them straight back to the most recent message. This improvement makes it easier for customers to follow conversations without losing their place or missing new replies.

You can now attach PNG, JPEG, and WEBP images directly in chatbot conversations to share more context. Images can be uploaded while chatting, appear in HD on the Conversations page, stay accessible throughout the conversation and are added as inline attachments when a ticket is created from the conversation. This gives your team the visual context they need to understand and resolve customer issues faster.

You can now filter tickets by whether they are linked to an Asana task. Add the "Linked with Asana" condition in ticket filters to instantly surface all tickets with an active Asana connection. Combine it with other conditions like assignee, priority, or category to narrow down exactly what you need. Save the filter as a queue to keep those tickets always in view.

For more details, visit our knowledge base article.