Website Integration for Knowledge Base – Phase II

Administrators can now import content from designated websites and URLs to automatically generate knowledge base articles for organisational use. This enhancement enables the AI agent to leverage consolidated information from these sources to provide faster, simpler, and more cost-effective responses to both customers and agents.

To ensure the accuracy and relevance of the content used by the AI agent, we have also introduced the ability to configure scheduled updates. This ensures that website-derived information remains current and aligned with organisational standards.

Spam Listing

Administrators and team leaders can now restrict specific customers from sending messages through selected communication channels—or across the entire system—to better manage and prevent unwanted or disruptive interactions.

To add a customer to the Spam List:

1. Navigate to the Customers section, select Spam List, and click + Add Customer.
2. In the pop-up window, search for the customer using their name, phone number, or email address.
3. Select the communication channels to restrict—Email, WhatsApp, SMS, or Messenger—then click Save.
4. The customer will be added to the Spam List, which can be updated or modified at any time to reflect changing requirements.

New API: POST Predefined Form Link

Organisations can now submit a PDF file along with a form template ID in a single API call to generate a link to a fully prepared, ready-to-sign form. This enhancement significantly streamlines the process of creating predefined forms, particularly for sectors such as finance that frequently rely on documents requiring only signature and checkbox fields.

How It Works:

1. Create a blank form template containing the required signature and input fields.
2. Make a single API call that includes the PDF file and the associated form template ID.
3. The system appends the form fields to the last page of the PDF and returns a unique link to the completed form, ready for immediate use.

This API simplifies form generation, reduces manual preparation time, and supports faster, more efficient document processing.

Advanced Automation in Forms API

The existing Get Form Link API has been enhanced with a new autoUpload parameter, enabling fully automated, end-to-end form generation and storage. When autoUpload is set to true, customer data collected by the bot can be programmatically submitted through the API, with the completed form automatically uploaded to S3.

This enhancement allows Flow builders to design streamlined workflows in which AI agents gather customer information in real time, generate the completed form in the background, and deliver a fully formatted, documented record directly to the business—without manual intervention.

Maintenance Feature: Voice Channel Conversation Retention

Administrators can now configure automatic deletion or archiving of voice conversations after a specified number of days without activity. This functionality aligns voice channel data management with other communication channels, giving organisations greater control over data retention and helping to reduce storage of outdated or unnecessary information.

New Supported Document File Types

Support has been added for the following file types: STL, DCM, ICS, and HEIF—allowing organisations to exchange data and images in these formats more effectively.

By default, these file types are disabled. To enable them:

1. Navigate to Settings > Privacy and Security.
2. Expand the Media section.
3. Enable the desired file types for both customers and agents.
4. For channel-specific configuration, go to the Privacy and Security settings within each communication channel.