Product Update: Smarter alerts, more control and faster workflows

#New Features

#New Action-focused Control Tower Alerts Design

The Control Tower operator alert now leads with a clear situation summary and an AI-suggested action, backed by one-click response tiles: Validate, Take Over, Refuse, Stop and Skip. The full transcript stays available as supporting evidence, but operators no longer need to read it first to know what to do.

#AI answer customization

You can now set custom instructions and choose the underlying model for individual AI-generated answers. This gives builders finer control over tone, format and accuracy on a per-answer basis, without changing the rest of the agent's configuration.

#Call handling controls

Three new controls give you more say over how calls sound and behave:

• Transfer announcements: configure a message that plays before a call transfers to a human, so callers always know what's happening next.
• Pronunciation and French filler phrases: agent-level pronunciation customization, plus improved French filler phrases for more natural-sounding calls.
• Inbound call rate limiting: set a per-company limit on inbound call volume, with graceful hold-and-fallback behavior so spikes in traffic degrade smoothly instead of dropping calls.

#Performance Improvements

• Faster agent response times, through reduced database load and pre-warmed AI SDK imports. Agents feel snappier in conversation.
• Faster call-outcome autofill, through a new database index and a lowered exchange threshold.
• Faster workflow tracker dashboard, now aggregating data server-side, cutting load times significantly.
• More accurate reporting: non-voice call duration is now measured from actual conversation activity, transcript turn counts are corrected in reports, and dashboard outcome charts render correctly for every configured outcome with corrected date handling.

#Minor Improvements and Bug Fixes

• Call handoffs were hardened to prevent duplicate or orphaned calls, dropped voicemail and WhatsApp messages and duplicate WhatsApp conversation threads during handoff.
• Anonymous caller handling was improved so leads cannot be shared across records incorrectly.
• Transfer reliability was improved to prevent silent disconnects and duplicated alerts after an operator takes over.
• Dashboard and call list date filters were corrected, and valid short calls are no longer excluded from success metrics.
• Phone number settings now update independently of assigned agents, so changing one does not affects the other.
• Outbound calls now retry automatically after a network hiccup during setup, instead of failing.
• Voicemail detection and speech-interruption handling were improved, along with occasional audio playback glitches during provider fallback.

Stay tuned for additional product updates!