Skip to content
SmartAgent

v3.7 Release Notes

UAT Release Date8th October 2026

What’s New?

AI-Generated Voice Summary (General Release)

Agents currently spend time creating summaries from customer interactions. AI-generated summaries provide a consistent and concise overview of the interaction, reducing After Contact Work (ACW), improving record quality, and enabling agents to quickly understand previous customer interactions across the platform. Access to AI-generated summaries is controlled through permissions so that only authorised agents can view them.

Example showing the AI Summary which has captured automatically and appended to the contact log

Features:

  • Does not require Contact Lens
  • Summarises the interaction between the customer and agent
  • Permissions based configuration

How to enable this feature

📆 This feature is in General Release but requires configuration, please speak to your Customer Advocate.

AI-Generated Contact Log for Voice (General Release)

Agents currently spend time manually completing Contact Log fields after an interaction has ended. This increases After Call Work (ACW) time and can introduce inconsistencies in contact categorisation and reporting.

AI-generated Contact Log completion uses interaction data to automatically determine and populate structured Contact Log values, removing the need for manual agent input and improving consistency across customer interactions.

Features:

  • Takes the AI summarisation, and completes the attribution of your Contact Log, saving agent time in wrap-up
  • Permissions based configuration

How to enable this feature

📆 This feature is in General Release but requires configuration, please speak to your Customer Advocate.

AI Engine Contact Attributes (General Release)

Currently, SmartAgent does not send any data contained within Contact Attributes to the AI flow. As AI-driven processing is introduced, there is a need for an explicit opt-in mechanism that allows only selected contact attributes to be shared. When used appropriately, Contact Attributes enhance and maximise the effectiveness of action flows by providing richer context to the AI, while still ensuring data minimisation, cost control, and avoidance of unnecessary data exposure.

Features:

  • Enrich your AI summarisation with contact attributes
  • Permissions based configuration

How to enable this feature

📆 This feature is in General Release but requires configuration, please speak to your Customer Advocate.

Bug Fixes

AreaDescription
After Call WorkWe fixed an issue experienced by some customers where the ACW was exceeding the set limit
SMS Marketing MessagesWe fixed an issue whereby Outgoing Marketing Messages were not displaying in Contact Search or Contact History
Agent StatusWe fixed an issue where Agents were showing as available after logging out
Agent HierarchyWe fixed an issue experienced by one customer affecting real-time data
ChatWe fixed an issue enabling the chat transcript widget visible when agent is on an active chat/task.
Quality AssuranceWe fixed an issue where a new evaluation could not be triggered from within Contact Search

This release also includes several general improvements and background fixes to further enhance platform security, stability and performance.

Known Issues

We are aware of some issues in UAT; we will update this page to reflect the progress of these issues:

AreaDescriptionStatus
Agent MonitoringWe have identified an issue with agent monitoring in UAT where Agents are handling multiple contacts🔄 In Progress

Changes since first published

  • 26 Oct 2026

    Patch Release 3.7.2 - 26 Oct 2026

    Fixed an issue where agents were automatically moved from After Contact Work to Available after one minute when after contact work was set to unlimited time