Changelog: AI

Call recordings and finalized transcripts are linked to their calls without duplicate entries.

Include site labels in newly generated conversation summaries.

Give Triage Intelligence the applicable support policies for each conversation or site.

Health and Sentiment columns now appear by default in All Sites for eligible users.

Introducing AI Site Summaries

it summarizes recent support activity into a clear overview of what’s working, where risk is building, and how the client is feeling. The result is a shared, continuously refreshed operating picture for every site.

• Site health at a glance: See an overall health score, trend, and risk level without digging through individual conversations.
• Client sentiment: Understand whether the client is positive, neutral, or frustrated based on recent interactions.
• Clear reasoning: Open the explanation behind each health and sentiment reading to see the support activity and patterns informing it.
• Portfolio visibility: Add Site Health and Client Sentiment as columns in site views to quickly identify accounts that need a closer look.
• Summaries refresh as relevant site activity changes, while also retaining a regular refresh cadence.

Escalation context and Security designations now stay intact when refining AI-generated responses.

Live transcripts for outbound calls, including updates during calls and access after they finish.

Health and sentiment columns and filters in site custom views.

Triage intelligence runs that do not receive a provider response now fail safely instead of remaining in progress.

A configuration selector for Triage Intelligence actions, so different behaviors can use different configurations

Site AI Summaries that refresh when newer or newly linked conversations are available

AI-generated drafts retain normal paragraph and list spacing.

Transcripts remain attached to the correct conversation after transferred calls, with more reliable live transcription detection.