Zisson Release Notes – 2026-05
03/10/2026
Overview
The 2026-05 release focuses on protecting agent capacity, making AI voice easier to adopt, strengthening privacy, and simplifying operations for multi-business-unit customers. It introduces chat blacklisting to keep repeat misuse away from agents, easy-to-use AI voice tools for smarter call triage, more powerful History controls that balance search with privacy, and Business Unit–based queue access that lets larger organisations operate securely within a single tenant. The release also includes refreshed system soundfiles, expanded integration options, smaller UX improvements and bug fixes.
Agent Tools:
Mandatory Enquiry Log Warning
AI:
Voice Agent Transfers
Voice Agent System Tools
Voice Agent Call States
UX:
Call Tab
Info Tab
Zendesk App
Chat:
Chat Blacklisting
Chat Widget Enhancements
Chat Widget Registration Fields
History:
History Access Control
History Search Persistence
Transcription Privacy
Virtual Agent Filters
Admin:
Service Layout – Script Module
Admin Access Rights – Queues
System Soundfiles
Integrations:
Telavox Presence Sync
Telia SMS Gateway
Bug fixes and functional improvements
Bug fixes and functional improvements
Agent Tools:
Mandatory Enquiry Log Warning
What’s Coming
A new safety mechanism for mandatory enquiry logging. It improves utilisation of enquiry logging and guarantees that all manual enquiry logs are completed.
How It Works
If an agent attempts to change their status to “Ready”, or if the wrap-up timer reaches zero without the enquiry log being completed, the system now triggers a warning.
How to Use
The logging window opens automatically to prompt the agent to finish the entry before they can proceed.
AI:
Voice Agent Transfers
What’s Coming
Enhanced collaboration between human and voice agents, allowing the human agent to request assistance from a voice agent or to hand over the call and extend automated services in the call flow.
How It Works
Agents can now perform both blind and attended transfers to virtual agents directly from the agent monitor or the queue panel.
How to Use
Use the new transfer and call icons shown on virtual agents in the monitor to hand over a conversation.
Voice Agent System Tools
What’s Coming
Pre-packaged automation tools for AI Voice Agents, making it easier to set up and build native voice agents.
How It Works
- A new System Tools configuration tab lets admins define rules for AI tools, with conditions and LLM decision logic.
- Standard actions — Transfer to Queue, Transfer to Number and Hang Up — are all available without custom scripting.
How to Use
Select these tools within the Voice Agent configuration to define routing logic and spoken messages before the action is performed.
Voice Agent Call States
What’s Coming
Improved visibility into AI transfers, making it easier to track calls handled and forwarded by a voice agent.
How It Works
Call states and peer information are now captured and displayed correctly when a virtual agent transfers a caller to an external number. Part of this work continues in the 2026-06 release.
UX:
Call Tab
What’s Coming
The final set of improvements to the redesigned Call Tab, giving agents a cleaner and easier working view.
How It Works
Icons and outlines have been refined, buttons are clearer, and the spacing in the call panel has been improved to make better use of the available area.
How to Use
Available for all agents using the new Call Tab.
Info Tab
What’s Coming
Updated links to our help pages, so agents always reach the current documentation.
How It Works
The Help Centre links have been updated: the outdated GUIDE link has been removed and the FAQ link now points to the correct page.
How to Use
Available for all agents using the Info tab.
Chat:
Chat Blacklisting
What’s Coming
Spam protection for Zisson Chat, helping prevent unwanted chats from disrupting agents.
How It Works
Agents and admins can block specific user fingerprints from starting new chats, manually or by rule. Blocked users receive an optional, customisable system message in the widget.
How to Use
Configure the blocking logic for an entry point and manage blocked entries in the blocked identity tab in Admin.
Chat Widget Enhancements
What’s Coming
Improved styling and flexibility for the chat interface.
How It Works
- The chat welcome info now supports HTML formatting (links) and an increased character limit of up to 500 characters.
- The text input field and send button have been redesigned for better visual consistency, also when handling long AI-generated texts.
How to Use
Available for all customers using Zisson Chat.
Chat Widget Registration Fields
What’s Coming
Flexible ordering of registration fields for chat entry points, and simpler admin management.
How It Works
Admins can now customise the sequence of registration fields in the chat widget. Use drag and drop to reorder the fields within the Entry Point configuration so the most important questions appear first for the customer.
How to Use
Available for all customers using Zisson Chat.
History:
History Access Control
What’s Coming
Granular privacy settings for interaction history, helping organisations protect sensitive customer information while giving agents access to the history they need.
How It Works
Administrators can restrict agents to only see their own interaction history through a new “My History Only” feature setting. Users can still search for a specific customer to see the full history when required for support.
How to Use
Enable the “My History Only” feature at agent feature setting level in Admin.
History Search Persistence
What’s Coming
Smoother navigation in the History tab when working with search filters.
How It Works
- Filter options in the new history view are remembered for the duration of the session, so switching between tabs no longer resets your search criteria.
- A new from/to time filter has been added to the history filter.
How to Use
Enabled for all users of the new History view.
Transcription Privacy
What’s Coming
Restricted access to sensitive transcriptions.
How It Works
- As with recording permissions, agents can now be limited to viewing only transcriptions of calls they participated in.
- Access logging has been added for transcripts — read, download and delete — in line with the logging already in place for recordings.
How to Use
Enabled by an agent feature setting.
Virtual Agent Filters
What’s Coming
Targeted search for AI interactions, making it easy to list and find interactions handled by specific voice agents.
How It Works
Users can now filter the conversation history specifically for interactions involving one or more virtual agents.
How to Use
Enabled for all users of the new History view who use virtual agents.
Admin:
Service Layout – Script Module
What’s Coming
Direct script management in Service Layout.
How It Works
Admins can now add and edit Script modules directly within the Zisson Admin Service Layout, including defining exits for failures or specific matches.
How to Use
Available for all users of Service Layout.
Admin Access Rights – Queues
What’s Coming
Granular access control for queues in the Admin view, based on Business Units.
How It Works
Administrators can restrict user access so users only see and edit queues belonging to their assigned Business Unit. If a user opens an entity with relations to restricted queues — such as a Queue Profile or a Dialler — the system indicates that additional hidden relations exist without exposing the restricted data.
How to Use
Configure queue access through roles connected to specific Business Units in the Admin settings.
Limitation
Queue access is not limited in Wallboard or Reports in this release. This will be covered by the new report generator; the current reports will not be updated.
System Soundfiles
What’s Coming
Refreshed soundfiles for system IVR and entertainer flows, with a more consistent multilingual voice experience.
Value
Consistent TTS voices across system and custom soundfiles make customer interactions easier to recognise and simpler to manage across languages, without additional customer configuration.
How It Works
New soundfiles for the Swedish, Norweigian and English are generated from the standard TTS voices and are deployed automatically for new calls. Number prompts remain based on the previous standard voices.
How to Use
Available for all customers — no configuration required.
API:
Enquiry Log Data Export
What’s Coming
Raw data access for external analytics.
How It Works
A new API endpoint under the external report section lets customers fetch raw enquiry log data per conversation, to feed into internal data lakes or warehouses.
How to Use
Available for all customers using the enquiry log.
Integrations:
Telavox Presence Sync
What’s Coming
The Telavox integration has moved into Zisson Admin, so customers can manage the integration themselves without involving Zisson support.
How It Works
Admins can set up Telavox Presence API synchronisation directly in the Zisson Admin integration view, including masked API key storage and enabling of status and presence.
How to Use
Available as an add-on service.
Telia SMS Gateway
What’s Coming
Added support for customer-specific SMS providers from Telia.
How It Works
Integration with the Telia SMS gateway is now available, allowing customers to use their own Telia accounts for sending and receiving SMS.
How to Use
Available as an add-on service.
Zendesk App
What’s Coming
Small UX improvements to the Zendesk app, plus better support tooling.
How It Works
- The history view in the mobile and Zendesk layout now gives a clearer overview.
- Sending trace logs is now available from the mobile, Zendesk and Salesforce views.
How to Use
Available for all customers using the Zisson app for Zendesk.
Bug fixes and functional improvements
This release also includes multiple bug fixes and functional improvements across the platform.
- Reporting: Fixed an issue where enquiry details occasionally showed queue names belonging to other customers due to an ID mix-up, and added the missing Norwegian translations in the enquiry reports.
- Reports – Agent Groups: Agent groups in reports now start collapsed by default, to improve navigation for large customers.
- Presence: Fixed a bug where contacts incorrectly changed to “Ready” while the agent was still busy on a call.
- BusyPause: Resolved an issue where the GsmBusyPause feature failed to put agents into pause when their mobile device was busy.
- AI Insights: Fixed a bug where AI summaries were generated for dialler calls even when insights were switched off for the dialler queue.
- Webchat: Fixed an issue where agent names were sometimes missing or shown as “Agent” in the chat text due to empty alias handling, and added the port number to the IP address shown in Interact WebChat.
- Notes: Restored live updating of the AI-generated summary in the notes field in the call panel, and fixed a 400 error when saving notes in the Call tab.
- Enquiry Log: Improved the placement and clarity of the import icon in the enquiry log.
- Admin: Resolved a permission issue where opening Entertainer properties incorrectly required Service Layout access, fixed the inability to remove a Business Unit from a service number, and fixed admin links that would not open for certain customers.
- History: Fixed a search issue where a mix of SMS and voice interactions returned only SMS or an incorrect chronological order, repaired the broken mobile layout, removed the unused “Attachments” column, corrected the sender name shown for callbacks to a busy number, stopped internal listen-in sessions from appearing in history, and corrected internal calls being shown as unanswered.
- Callback: Recordings, transcripts and session fields are now linked to the callback conversation instead of the initial incoming call, and the call details shown in the call panel have been corrected.
- Service Layout: Resolved 404 errors when adding Menu, MultiSwitch and SessionFields modules, fixed a 500 error when clicking Edit on a flow, and made it possible to add multiple date intervals in the Time module.
- Wrap-up: Fixed a critical bug where agents could get stuck in wrap-up on direct incoming and outgoing calls.
- Statistics: Corrected the sorting order of week numbers and service time hours in the Statistics tab.
- Call Details: Restored visibility of ReadDTMF events in the call details view.
- Queue Log: Fixed a tooltip error where the “Unanswered” icon incorrectly showed “Answered” on mouse-over.
- Dialler: Resolved issues with campaign status visibility and enquiry logging found during dialler testing.
- Virtual Agent: Resolved an issue where it was not possible to listen in on separate calls when a virtual agent handled several simultaneous sessions.
- API: Fixed an issue where queue names from other customers appeared in API extracts, and resolved a 401 bearer token error when testing the external APIs directly from the Swagger page.