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Changelog 2025

Changelog 2025

 

Version 3.60.0

Dec 4, 2025

https://app.guidde.com/share/playbooks/mkYAJ1yiCak3JMwcia2y7U?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

In this version the new routing model for digital channels will be released. It will replace and improve the current interaction distribution logic.

  • The routing model uses the required BullMQ container for interaction queue management → discover how to check Redis installation (on Advanced wiki).
    This implementation improves efficiency and overall performance. Consider that the system performs Redis emptying every 90 days

  • The microservices have to be installed before upgrading to version 3.60.0

  • New Client Experience required. The new inserted configurations are available only on the new interface (except for email account section available on old client).

Explore the new routing model documentation Routing model for digital channel from version 3.60.0

Updates & Improvements

[XM-2978] Migration on New Client Experience of Help/About section

[XM-4679][XS-14326] Improved error message in textual channels to clarify that only interactions with inbound messages can be transferred to another agent

[XM-4683] Migration on New Client Experience of Login Panel

[XM-4751] Added check input by removing spaces from phone numbers before saving or updating the dialer cm_hopper and cm_contact tables, ensuring proper number formatting and preventing failed calls

[XM-4817] Added error message when using /api/cm/contacts/create_many in case of contact creation with two equal item types. The contact will be created without item types

[XM-4820][XS-14536] Removed the out prefix choice popup in case of internal transfer, from the agent presence

[XM-4945][XS-14673][XS-14797][XS-15163] New routing model for digital channels → Routing model for digital channel from version 3.60.0

Advanced Release Notes - New database columns:

weight

annoucePosition

positionMessage

prioritizeReplies

replyTimeoutAction

metadata

Advanced Release Notes - New ENV variables:
Remember to follow the guide at this link on Advanced wiki to add or edit environment variables

XC_ROUTING_ASSIGNED_AGENT_MAX_WAIT_DAYS #number of days to wait for the assigned agent before stopping waiting and returning the message to normal routing XC_ROUTING_WORKER_CONCURRENCY #Concurrency level for routing BullMQ workers (per channel, per process) XC_ROUTING_REDIS_DB #Redis database for the DB hooks pub/sub events XC_ROUTING_REDIS_HOST #IP Address or hostname for Redis connection for Routing XC_ROUTING_REDIS_PORT #Port for Redis connection for Routing XC_ROUTING_REDIS_USERNAME #Redis user name for Routing XC_ROUTING_REDIS_PASSWORD #Redis password for Routing

[XM-5148] Added internal notes on autoreply application on dialplan (available for all digital channels except for Email) and internal notes during interaction transfer → Auto Reply Internal Note | Internal Notes for Transfer

 

Version 3.59.0

Oct 29, 2025

https://app.guidde.com/share/playbooks/bbLnx899MmKA7ymEM35xLH?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

 

Updates & Improvements

[XM-2280][XS-12611] Added the possibility to extract variables from OpenAI chat interactions → How to use extract and use variables from OpenAI Chat

[XM-3631][XS-12865] Added the ability to customize the Reset Password Template message under Settings → Email, and enable it in Settings → General → Global → Reset Password Email Templates

Advanced Release Notes - New database column

ResetPasswordMailId

[XM-4704][XS-14383][XS-14469] Implemented the quote reply feature for WhatsApp interactions using Meta provider (including support for contextual replies from both customer and agent sides) → WhatsApp quote reply feature

Advanced Release Notes - New database column

contextMessageId

[XM-4772][XM-5073][XS-14483] Added the ability to delete all contacts in a list (consider that contacts with WhatsApp open interactions will not be deleted). The function is available from both the Lists section (via the three-dots menu) and the Contacts section (by clicking the trash icon after selecting a list in the filter) → Delete from List section | Delete from Contacts section

[XM-4778] Added display of Meta error messages when WhatsApp template delivery fails

Version 3.58.0

Oct 9, 2025

https://app.guidde.com/share/playbooks/vATaot7spkT9Xbs1tNFqAo?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

Updates & Improvements

[XM-2044] Migration on New Client Experience of Staff/Agents section → Agents on New Client Experience

[XM-2945] Migration on New Client Experience of Video/Screen Recordings section → Video Screen Recordings on New Client Experience

[XM-3543] Updated graphic component of language selection on New Client Experience

[XM-4080][XS-13516] Added support for screen recording across multiple monitors (available starting from Phonebar version 5.12.0.0) → Phonebar Agents settings

Advanced Release Notes - New database column

screenRecordingMultiMonitor

[XM-4681] Migration on New Client Experience of Change password modal → Change Password on New client Experience

[XM-4682] Migration on New Client Experience of Manage MFA modal → Manage MFA on New Client Experience

[XM-4969] Added drag-and-drop functionality for folders within Custom Reports on the New Client Experience, allowing you to insert folders into other ones or move them to change their order → Custom Reports

[XM-4975][XS-14807] Updates on email modal by agent side to correctly view title (with a maximum length of 255 characters)

 

Version 3.57.0

Sep 18, 2025

Starting from version 3.57.0, we introduce the Realtime Dashboards in Beta version, accessible via SSO for XCALLY Administrators based on microservices architecture. Built on the intuitive and dynamic Grafana platform, the dashboard delivers a comprehensive, at-a-glance view of your operations: from agents and inbound/ outbound calls to queues, trunks, IVRs (Cally Square) and digital interactions.
Explore more on our Advanced Wiki: Grafana Realtime Dashboards (Jira credentials required)

https://app.guidde.com/share/playbooks/59Lw7HZBzxX59uFThvbddM?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

 

Updates & Improvements

[XM-3542] Updated date/time format management, now accessible through a dedicated modal in the Admin Panel (New Client Experience) → Manage Date/Time Formats on New Client Experience

[XM-4097] Adding an interface selection option for "External" agents during login, to select among Internal (default), Phone or Mobile. If hotdesk option is enabled, the dropdown will not appear, and the standard hotdesk procedure will be followed → External Agents

[XM-4248][XS-13801] Implemented a new IVR block of Tilde ASR in Cally Square → New Tilde ASR block in Cally Square

[XM-4651] Migration on New Client Experience of Analytics/Reports section → Reports on New Client Experience

[XM-4743] Added automatic refresh of User pages on New Client Experience when an Administrator updates permissions

 

Version 3.56.0

Aug 26, 2025

https://app.guidde.com/share/playbooks/m1jE6kjN9gccygkGifNrNh?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

 

Updates & Improvements

[XM-2053] Migration on New Client Experience of Settings/General section → General Settings on New Client Experience

[XM-3236] Migration on New Client Experience of Voice/QA Categories → Quality Analysis - AWS Categories

[XM-4387] Migration on New Client Experience of Tools/Templates → Templates on New Client Experience

[XM-4453] Implemented the ability for agents to edit internal notes on Email Channel → Email Channel – Internal Notes Editing

[XM-4520] Implemented a new column that allows agents to enter and view a custom title for email channel interactions → Set custom title to email interactions

Advanced Release Notes - New database column

title

[XM-4709] Updated configuration settings of Amazon Lex and Dialogflow bot applications (under the Actions tab of channel accounts – New Experience) to allow defining an optional welcome message of up to 255 characters

[XM-4710][XM-4711][XM-4858] Updated New Experience configuration settings under the Actions tab of channel accounts:

  • the Autoreply application is set on ‘First Message’ as default value of the Frequency field

  • the System application is set on ‘true’ as default value of the Json Mode field

  • the System block is set on “None” as default value of the Variable field to indicate that no variable is selected

[XM-4725] Update in the New Experience to add a validation warning "This field is required” when a user clicks on a mandatory input field and then clicks outside the field without entering any value

[XM-4733][XM-4737] Updates in the New Experience of SMS accounts, by adding the Description field in creation and quick editing and removing the possibility to modify the Name field in edit mode

Version 3.55.0

Aug 5, 2025

Updates & Improvements

[XM-2905] Migration on New Client Experience of Voice/Music on Hold section → Music on Hold on New Client Experience

[XM-2956] Migration on New Client Experience of Tools/Intervals section → Intervals on New Client Experience

[XM-4112][XS-13426][XS-14236] Updated the dimensions of the email reply editor window to adapt to different screen resolutions

[XM-4511] Update on Quality Analysis Settings to select only compatible AWS Regions depending on the feature (Transcribe, Sentiment or Post-call Analytics) → Quality Analysis with AWS Account

[XM-4514][XS-14125] Implemented the support of Lithuanian language in the Dialogflow V2 block of Cally Square and Dialogflow V2 Omnichannel action

[XM-4738] Quality Anaysis logs improvement

 

Version 3.54.0

Jul 17, 2025

https://app.guidde.com/share/playbooks/ffG9Sqn9fnzY2XLMZxEF61?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

Updates & Improvements

[XM-2045] Migration on New Client Experience of Staff/Users section → Users on New Client Experience

[XM-2058] Migration on New Client Experience of Settings/Updates section → Updates on New Client Experience

[XM-2060] Migration on New Client Experience of Settings/System section → System on New Client Experience

[XM-2932] Migration on New Client Experience of Openchannel/Accounts section → Open Channel Accounts on New Client Experience

[XM-2942] Migration on New Client Experience of WhatsApp/Accounts section → WhatsApp Accounts on New Client Experience

[XM-4657] Update on GUI to implement the functionality of toast notifications position also in the New Client interface

[XM-4662][XM-4663][XM-4664] Updates on some filters on advanced search on Interactions Tab on New Client Experience

[XM-4665] Update the possibility to drag and reposition the Read column as needed in Interactions Tab on New Client Experience

 

Version 3.53.0

Jun 30, 2025

https://app.guidde.com/share/playbooks/s6wqfprQWXzyc9NseK4Pis?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

Updates & Improvements

[XM-2928] Migration on New Client Experience of SMS/Accounts section → SMS Accounts on New Client Experience

[XM-3281][XS-12193] Added support for translating the 'Ok' and 'Cancel' labels, shown when the web chat interaction is closed by the customer from the web chat snippet → 'Closing Confirm' and 'Closing Dismiss'

Advanced Release Notes - New database column

closingOk

closingCancel

[XM-3595] Updated limit of Max Input Tokens in Agent Assistant according to the chosen ChatGPT base model → Max Input Tokens - Agent Assistant

[XM-4101][XS-13636] Disabled Google Chrome's autofill on the 'From user' field in the Tools → Trunks section to prevent incorrect values from being automatically filled

[XM-4170] Implemented new tag visualization and filtering in the Email interactions view of the Agent's web interface. Furthermore it's now possible to tag an email from the three dots menu next to the interaction - without the need to open it - both from Admin and Agent side. → Tag visualization for emails | Agent Omni Desktop Interface

Advanced Release Notes - New database column

enableNewTagView

Enable tag visualization for agents as a folder-style list in the left panel (email channel only)

[XM-4171] Implemented a new Tags section under Email → Accounts in the Admin web interface, allowing you to create and manage tags specific to each account → Email Accounts | Tags

[XM-4220][XS-13666] Improved error messages related to templates (in case of template cancellation issue or template duplicate names) from the administrator side on the WhatsApp channel. Added filter to select templates (All | Not Deleted | Deleted) → WhatsApp Templates

[XM-4282][XM-4411] Implemented Sentiment Analysis for digital interactions across Chat, SMS, WhatsApp and OpenChannel. The sentiment results are visible to administrators, supervisors and agents within the interface. → Sentiment Analysis for Agents | Sentiment Analysis on Chat Channel | Sentiment Analysis on WhatsApp Channel | Sentiment Analysis on SMS Channel | Sentiment Analysis on Open Channel

ChatInteractionId

OpenchannelInteractionId

SmsInteractionId

WhatsappInteractionId

[XM-4466] Update of XC_PLUGIN_RESTART variable’s value to true to automatically restart plugins on application startup

[XM-4495][XS-14070] Update on mandatory disposition behaviour from the 2nd level: also for textual channels, mandatory disposition is required for all disposition levels.

[XM-4557] Upgraded WhatsApp META API to latest version (v23) → Upgrade API Meta version

[XM-4566][XS-14155] Updated the disposition modal in the agent web interface to hide the "Recall Me" and "Reschedule" options for agents who do not have the necessary permissions. These options are not visible also when the dialer license is not active.

[XM-4599][XM-4612] Added "success" and "failure" contacts details for POST /api/cm/contacts/create_many endpoint

Version 3.52.0

Jun 5, 2025

https://app.guidde.com/share/playbooks/vY6zBkPvKvRCyCv8bNyRyN?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

 

Updates & Improvements

[XM-2936] Migration on New Client Experience of Fax/Accounts section → Fax Accounts on New Client Experience

[XM-3425][XM-4476][XS-12498] Implemented time focus on textual channels to track the amount of time an agent spends on each interaction (without therefore including the time spent managing other channels in a multi-channel condition) → How to track focus time

[XM-3814][XS-13272] Update in time information at endpoint via API to apply the chosen timezone on manual report generation → Timezone Extracted Reports

Advanced Release Notes - New database column

timezone

[XM-4193] Graphical update on AI Conversations Dashboard (font style and size)

[XM-4406] Update on Assistants for chatbot to no longer display the string source

 

Version 3.51.0

May 15, 2025

https://app.guidde.com/share/playbooks/q8rvh9HjA7eru8rfU24hvn?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

XCALLY is making a strategic evolution to a microservice architecture, designed to provide greater flexibility, efficiency and innovation.

Starting from version 3.51.0, the core microservices, monitoring and management components will be available for monolithic installations.

If you would like to adapt your server to the new microservices architecture, it is necessary to run a script before proceeding with the version update. Please check the below links (Jira credentials required for Advanced wiki):

Updates & Improvements

[XM-2893] Migration on New Client Experience of Contact Manager/Lists section → Lists on New Client Experience

[XM-2896] Migration on New Client Experience of Contact Manager/Global Custom Fields→ Global Custom Fields on New Client Experience

[XM-2898] Migration on New Client Experience of Voice/Queues → Voice Queues on New Client Experience

[XM-3577][XM-4067] Update on realtime section, by showing chosen pause reason in agent’s status → Pause Reason on Motion Bull Realtime | Pause Reason on Voice Realtime | Pause Reason on Chat Realtime | Pause Reason on Email Realtime | Pause Reason on Whatsapp Realtime | Pause Reason on SMS Realtime | Pause Reason on Open Channel Realtime | Pause Reason on Fax Realtime

Advanced Release Notes - New database column

pauseReason

[XM-4030][XS-13517] Improvement of Czech translation

[XM-4065] Implementation of transferring textual interactions to offline/busy/max capacity agent → Transfer to offline agents for textual channels

[XM-4353] Implementation of SAML Multi login configuration feature to use the same account using SAML for the association of multiple XCALLY users (Admin, Users, Agents) → SAML Multi login configuration

Advanced Release Notes - New ENV variable and new database column:
Remember to follow the guide at this link on Advanced wiki to add or edit environment variables

XC_SAML_MULTI_USER_FIELD=ssoid #configure ssoid attribute with a value (email or custom)

So if you use the Azure user email as multi login attribute, instead of a custom value, you can use the email attribute in the configuration: e.g. XC_SAML_MULTI_USER_FIELD=email 

#user table externalId

[XM-4354][XM-4450] Implementation of Dispositions specific for queues on all channels. Moreover now when an agent completes a call or interaction, the system will show in a improved visualisation the available Dispositions by aggregating Global, List/Account-based and Queue-specific Dispositions to ensures that only the most relevant Dispositions are shown depending on the interaction’s origin and context → Dispositions on Voice Queue | Disposition on Chat Queue | Disposition on Email Queue | Disposition on Open Channel Queue | Disposition on WhatsApp Queue | Disposition on SMS Queue | Disposition on Fax Queue | Disposition on Motion Bull | Dispositions by agent side

Advanced Release Notes - New database columns

VoiceQueueId MailQueueId FaxQueueId SmsQueueId OpenchannelQueueId ChatQueueId WhatsappQueueId

[XM-4394] Implementation of new Cally Square block for Deepseek integration → Deepseek Cloud Provider | How to configure a DeepSeek bot | DeepSeek IVR Block

Advanced Release Notes - New database column

cloudProviderService

to identify if the bot is created with OpenAI or DeepSeek

[XM-4474] Release of core microservices, monitoring and management components for microservices architecture → XCALLY Script - Microservices Installation - Advanced Wiki

 

Version 3.50.0

Apr 24, 2025

https://app.guidde.com/share/playbooks/3hmtadpVAZJEFTj6rbrQDG?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

Updates & Improvements

[XM-2902] Migration on New Client Experience of Voice/Internal Routes section → Internal Routes on New Experience

[XM-2953] Migration on New Client Experience of Tools/OpenAI Bots section → OpenAI Bots on New Experience

[XM-2976] Migration on New Client Experience of Appzone/Plugins section → Plugins on New Experience

[XM-3110][XS-11675] Update for new messages on WhatsApp with Meta: if contact is missing phone or mobile field, now agent can send messages → Phone and mobile contact fields for WhatsApp

[XM-3760] Added Quality Analysis features to Cally Square Recordings for transcription, sentiment analysis, post call analytics and categories → Quality Analysis for Cally Square recordings

Advanced Release Notes - New database column:

SquareRecordingId: id key linking to the associated Cally Square recording

[XM-3849] Added OpenAI as provider for sentiment analysis (in addition to transcription) → Sentiment Analysis with Open AI

[XM-3850] Added sessions counter of the Open Channel in the Settings/License page → License Information

[XM-3952][XS-12751] Improvement on the Tags search, allowing the agent to search tags by name within the Tag filter in the toolbar → Omni Channel Features

[XM-3967][XS-13431] Update of supported regions list for AWS Lex (in Cally Square block and channels action flow) → Amazon Lex Block | AmazonLex Application

[XM-4222] Update on visualization of QA categories in the post-call analytics and voice recordings list to distinguish matched categories with different colours → Voice Recordings on New Client Experience

 

Version 3.49.0

Apr 3, 2025

https://app.guidde.com/share/playbooks/28FMwptjSwWP6bPvYCxXTH?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

Updates & Improvements

[XM-2900] Migration on New Client Experience of Voice/Inbound Routes section → Inbound Routes on New Experience

[XM-2919] Migration on New Client Experience of Chat/Chat websites section → Chat Website on New Client Experience

[XM-2952] Migration on New Client Experience of Tools/Cloud providers section → Cloud Providers on New Client Experience

[XM-3555][XS-12750] Tags Update: it is now possible to rename a tag that has already been assigned to an action

[XM-3574] Implementation of Agent Profile in Realtime section → Realtime View | Agents

[XM-3652] Updates on sticky sidebar's header on New Experience, to view always logo and switch, while scrolling through the sidebar elements

[XM-3809] Implementation of Automatic interactions closure for inactivity in general settings section of the different textual channel → Whatsapp Accounts | SMS Accounts | Email Accounts | Open Channel Accounts | Fax Accounts | Chat Websites

Advanced Release Notes - New database column:

interactionInactivityTimeout: Value of interactions autoclose timeout in case of inactivity, in minutes

[XM-3810] Implementation of Contacts Whitelist for SMS and Whatsapp Channel accounts → Add Whitelist to WhatsApp Account | Add Whitelist to SMS Account

Advanced Release Notes - New database column:

whitelistEnabled: flag indicating whether whitelist for sms is enabled (1 for enabled, 0 for disabled)
whitelistResponseMessage: message sent to contact not on chosen whitelist. 

[XM-3825] Implementation of Agent voice recording note on Omnidesktop Interface → Voice Recordings Admin side | Recordings Agent side
Advanced Release Notes - New database column:

commentNoteAgent: text column indicating Agent’s note on recording

[XM-3895] Implementation of OpenAI TTS block in Cally Square IVR Designer → OpenAI TTS block

[XM-3908] Added the information on the agent's side, when a new Chat, SMS, Openchannel, or WhatsApp interaction is received, indicating if it has been managed by a bot (before this release, bot interaction was maked as not assigned) → Chatbot on Chat Channel | Chatbot on SMS Channel | Chatbot on Open Channel | Chatbot on WhatsApp Channel

Advanced Release Notes - New database column:

isHandledByBot: identifies if the interaction is handled by a bot

 

[XM-4078] Implementation of socket event generation in case of Queue Campaign with a list of contacts with Additional Phones: when the campaign fails both to contact the primary number and to contact one or more additional phones, a socket event is sent for each called additional phone

[XM-4165][XS-13686] Updated Trunks list visualization in the Edit Outbound Dial (Outbound routes/Dial plan), to remove the 250 item-limit and display all available trunks

 

Version 3.48.1

Mar 18, 2025

Updates & Improvements

[XM-4106] Add the possibility to disable Active Timings → Queue Timings

Version 3.48.0

Mar 12, 2025

Updates & Improvements

[XM-2046] Migration on New Client Experience of Staff/Telephones section → Telephones section on New Experience

[XM-2907] Migration on New Client Experience of Voice/Chanspy section → ChanSpy section on New Experience

[XM-2908] Migration on New Client Experience of Voice/Out Prefix section → Out Prefixes section on New Experience

[XM-3724][XS-12858] Added the Setting to enable agents closing mandatory disposition dialog → Agent Omni Desktop Interface

[XM-3811] Implementation of the functionality to reopen closed interactions on sms, open channel and whatsapp channels → SMS Interactions | Open Channel Interactions | WhatsApp Interactions

[XM-3846] Improvements in Transcription and Post-Call analytics tabs (in voice recordings section) → Quality Analysis on New Experience

[XM-3847] Updates on outbound routes section on New Client Experience to correctly view a warning in case of enabled split voice recording and outbound route settings with recording=gsm (to advice that audio split for voice recordings is incompatible with gsm audio format).
Moreover also on New Client Experience, the fast edit modal in dialplan opens correctly by clicking on the application row

Version 3.47.0

Feb 20, 2025