Changelog - SAVOXX

v1.1.2 Minor TBD

Added WhatsApp multimedia messaging support (images, videos, audio, and documents) in both the Admin and Agent (V3) dashboards — customers' media attachments are now received, stored, and displayed, and agents can attach and send files back through WhatsApp.
Fixed a critical error when sending WhatsApp media replies.
Company dashboard: when creating or editing a user with the "User" role, admins can now select a single Role & Permissions set (dropdown) for that user, so it's clear exactly which parts of the company dashboard they can access.
Fixed a bug where a "User" role account with valid permissions assigned (e.g. Tickets, Agents) still got "Access denied" on every page, because the system incorrectly required the specific Dashboard permission for all pages instead of just checking that the user has at least one assigned permission.
Agent Dashboard V3 Social Hub: when the WhatsApp channel is active, agents can now open a "Templates" picker showing their company's Meta-approved WhatsApp message templates, fill in any variables, and send them directly — required by Meta to re-engage a customer outside the 24-hour messaging window.
Queue Performance report now loads much faster and its summary totals are more accurate.
Repeat Caller Analysis report now gives more accurate results and its table is easier to browse with pagination.
Tickets now let you record a separate callback number for the customer, in addition to their original calling number.
IVR report gives deeper, more accurate insights, broken down by menu and category, with easier browsing.
Super Admin can now bulk-import callers and tickets from a file, with automatic phone number cleanup and duplicate prevention.
CRM Leads list now shows the assigned agent and can be filtered by them.
CRM Activities list is clearer, showing agent names instead of ID numbers, and can be searched by lead name.
Various CRM forms and lists (Activities, Proposals, Quotations, Invoices) now have easier-to-use, searchable dropdown menus.
Improved appearance and readability of the Proposals, Invoices, and Quotations tables in dark mode.
CRM Services now support organized categories, letting company admins create, rename, and delete them, with old category data automatically cleaned up.
CRM Leads now support customizable statuses, letting company admins create and manage their own lead stages instead of a fixed list.
Fixed an issue preventing database updates from completing successfully on the live server.
Improved appearance and readability of the status/category management screens in both light and dark modes.
CRM Lead Dashboard now supports adding multiple notes about a customer, kept as a running history.
CRM Lead Dashboard's Activities list now shows the agent's name instead of their ID number.
CRM Lead Dashboard's Contact Information card now shows the assigned agent's name instead of their ID number.

v1.1.1 Major 18-Aug-2026

General dashboard and system UI across the system
Add 3 new tickets reports to reports screen
Fixed agent outbound calls while still receiving calls
Fixed various reported issues in CRM Addon.
Fixed various reports bugs detected.
Added Call Tags management (bilingual EN/AR), lets agents tag calls with multiple tags and adds a Call Tags report.
Added WhatsApp/DM Message Templates management (bilingual EN/AR) agents can pick from and send to customers.
Added Chat Workflow addon: automated WhatsApp and Live Chat conversation flow (greeting, info gathering, menu options, and actions to create a ticket, create a booking, or transfer to a live agent during office hours).
Added SMTP Ticket Management addon: configure a mailbox (SMTP/IMAP) per phone number to auto-email departments on new tickets and auto-parse mailbox replies back into ticket comments/discussion via a cron job.
Laid the foundation for a new service to distinguish between wait time and call time, enhancing caller journey tracking and reporting.
Fixed Outbound Calls report.
Fixed Queue Performance report to properly detect and validate short abandoned calls and correct SLA calculation.
General infrastructure enhancements and improved database usage.
Major Savoxx core enhancements.
Enhanced the report to Excel and PDF export engine.
Major enhancements to the IVR workflow.
Beta release of the Voice Smart IVR, enabling voice commands instead of DTMF.
Upgraded Meta SDK to support one-click onboarding, removing the need to add extra attributes on the customer Meta portal for Facebook, Instagram, and WhatsApp.

v1.1.0 Major 28-JULY-2026

WhatsApp added as a social media channel, with social media accounts management page
Scheduled callbacks: agents and supervisors can create, view, and manage scheduled callback requests from a dedicated dashboard panel
Agent dashboard revamp (unified dashboard, dashboard v2 and v3) with new layout, assets, and improved workflow
Multi-tenant outbound trunk support: per-company SIP trunks, caller ID, PAI headers, and dialplan/context routing fixes
IVR enhancements: configurable voice file playback on out-of-hours actions, callback request menu option, barge-in support, default option handling, and wait-timeout callback
New bug report feature for submitting issues directly from the application
Agent KPI report page for companies
Admin Savoxx management UI: manage endpoints.
Extensive company reports suite: call volume, ASA, wrap-up time, storage usage, crystal reports, executive summary, agent activity, agent occupancy, missed calls, agent shift, phone number traffic, caller history, queue performance (with PDF export), and COPC report
Company SLA settings with configurable thresholds
New SMTP notifications addon: configure global and per-company SMTP servers to aautomatically send scheduled email notifications and alerts to companies and agents
SIP extension password field added to users for softphone provisioning
Live call monitor screen for companies per phone number
Supervisor dashboard expansion: agents list, agent details, callback queue, call logs, and scheduled callbacks views with dedicated styling and scripts
Mobile API controller enhancements for agent mobile app
Company supervisors management page
Busy-on-answer option added for phone numbers

v1.0.9 Minor 09-JULY-2026

Supervisor dashboard revamp with live call monitoring, waiting queue panel, KPI stats, and performance overview
Supervisor live calls pagination and external CSS/JS assets
Supervisor call recordings page with agent and date filters and inline audio playback
Supervisor call logs page redesign with filters, status badges, and SIP URI cleanup
Agent mobile API: profile, status management, incoming call handling (answer/hangup), outbound calling, call history, and live queue
Supervisor live call listening (listen, whisper, barge-in modes) from the dashboard live calls panel
Fixed mobile agent call routing
IVR waiting voice file: when all agents are busy, the call is queued and a configurable audio file plays in a loop instead of hanging up
API Center addon: developer portal where companies can register apps, generate and revoke Bearer tokens, and browse live API documentation
API Center dynamic documentation: endpoint definitions are driven by a single config file.
Public REST API v1: authenticated via Bearer token, exposes Contacts (list, get, create, update, delete), Tickets (list, create), and Call Logs (list) endpoints
API Center Bookings: REST API endpoints to list, get, and create bookings with full documentation in the developer portal

v1.0.8 Major 06-JULY-2026

Upgrade agent new unified Dashboard UI to stable release which includes
(Addon) Live chat assignation per widget to agents (new feature)
Agent availability status
Major bug fixes
Major UI changes
Notification center for company users (new feature)
Enhncement of call notes
Report a bug feature major enhancement

v1.0.7 Minor 29-JUN-2026

EZ Integrated — ZATCA Phase 2 E-Invoicing Addon: A new addon that enables ZATCA Phase 2 compliant e-invoice generation directly from the Advanced CRM. Company owners can configure sandbox and production Bearer tokens, seller information, and toggle Phase 2 per company. When enabled, a "Generate ZATCA Invoice" button appears on each invoice, producing a UBL 2.1 compliant XML invoice, submitting it to the ZATCA Fatoora API, and returning a scannable QR code.
User Profile Page: Users can now access a dedicated "My Profile" page from the top navigation dropdown (before Logout). The page includes three sections: edit personal information (full name only — username and email are read-only), change password (with current password verification and no double-hashing), and Google Authenticator (TOTP/2FA) setup — allowing users to scan a QR code, verify with a 6-digit code, and enable or disable two-factor authentication at any time.
Social Hub — Unified Agent Inbox: Agents can now be assigned WhatsApp, Facebook, Instagram, and Snapchat accounts by company administrators. When at least one social account is assigned, a Social Hub panel appears on the agent's Unified Dashboard showing only the relevant platform tabs. Conversations are loaded in real time from the database, grouped by contact, with unread badges, message history, and a composer for sending replies.
Advanced CRM — Row-Level Discounts & Improved Document Layout: Quotations, proposals, and invoices now feature a redesigned line-items table with columns for #, Product/Service, Plan, Unit, Qty, Unit Price, Disc (per-row discount with % or fixed-amount toggle), Net Price, and Total. VAT is calculated as a percentage applied after all discounts (row-level and global additional discount), matching ZATCA-compliant invoice logic. The summary sidebar shows: Subtotal (after row discounts) → Additional Discount → Subtotal (excl. VAT) → VAT % → VAT Amount → Grand Total.
Advanced CRM — Redesigned PDF Documents: Quotations, proposals, and invoices now generate professional PDFs matching the brand design.
Live Chat Addon: A new embeddable live chat widget that companies can configure and embed into any external website. When an agent is online, visitors can start a real-time chat session handled from the agent inbox. When no agent is available, the widget displays a configurable offline form that collects visitor information (with fully customizable fields per widget — key, label in EN/AR, type, and required flag) and stores the submission as an offline lead, automatically creating a CRM contact. Agents can view the visitor's CRM profile, assign sessions to themselves, and close conversations. The widget auto-detects the page language (EN/AR) and supports RTL layouts.
Introducing the New Beta Agent Dashboard: We’ve rolled out a modernized, all-in-one workspace designed to streamline your daily operations. This beta release unifies voice calls, live chat, multiple social media channels, marketing inquiries, task management, and callback requests into a single, cohesive interface—empowering agents to handle everything from one place.
IVR Callback Requests: Callers can now select a dedicated "callback" option within any IVR menu to request a return call from the company. Each request is automatically stored with the caller number, name, call unique ID, and timestamp. Company managers can view and manage all callback requests from a dedicated list page — filtering by status, date range, caller number, and assigned agent — and update each request's status (Pending, Called, No Answer, Resolved, Cancelled) with notes and agent assignment via an inline modal. Agents see only requests assigned to them or unassigned pending ones, with one-click action buttons to mark calls as Called, Resolved, or No Answer. A full report page under Reports → IVR Callback Report provides summary KPI cards (total, pending, called, no answer, resolved, resolution rate), a daily trend bar chart, and a filterable detailed table. The IVR Callback Report card is now visible in the Phone Number Reports section of the main reports page.

v1.0.6 Major 15-JUN-2026

Webhook Integrations (IVR Hook Points): Company owners can now define external API integration points that connect IVR menus to third-party systems. When a caller enters input (e.g. a customer number or PIN), the system sends the data to a configured external endpoint, validates the response, and routes the call accordingly — enabling real-time caller verification with banks, CRMs, or any external service.
Crystal Reports Dashboard: A new dedicated reports hub with 24+ pre-built reports organized into categories: Caller Reports, Call Performance, IVR & Routing, Agent Reports, CRM Reports, and more. Reports include export to Excel and PDF, date range filtering, and visual charts. New reports added include: IVR Deep-Dive, Agent Occupancy, Repeat Caller Analysis, Hourly Heatmap, Agent Shift Analysis, Caller Demographics, Phone Number Traffic, Storage Usage, Web Widget Report, and full CRM reporting suite (Pipeline, Activity, Campaign, Revenue, Proposals, Conversion).
Theheen AI Chatbot Addon: A new addon integration with the Theheen AI platform. Company owners can connect their account, configure the AI knowledge base, and enable an AI-powered chatbot for their contact center.
Agent Unified Dashboard: Agents now have a unified dashboard combining their softphone, live call controls, and activity overview in a single screen for a streamlined call-handling experience.
Caller Number Display on Incoming Call Banner: The real PSTN caller number is now correctly shown in the incoming call notification banner. Previously, the SIP internal endpoint name could appear instead of the actual caller's phone number.
Automatic Agent Status Recovery: Agent status now automatically reverts to "Online" after a call ends — whether the agent or the caller hangs up first. Previously, agents could get stuck in "Busy" status with no active call, blocking them from changing their status.
CRM URL Integration for Phone Numbers: Company owners can now configure a CRM URL per DID phone number with a {CALLER_NUMBER} placeholder (e.g. https://crm.example.com/inquiry/{CALLER_NUMBER}). When enabled, any incoming call to that number will automatically open the URL in a new browser window for the agent, allowing seamless integration with external CRM systems without storing data in Savoxx.
CX Operations Reports (8 new reports): Added a new "CX Operations" category to the reports dashboard with 8 essential contact center reports: Executive Summary (high-level KPI snapshot with period selector), Service Level / SLA (daily SLA achievement with configurable threshold), Average Speed of Answer / ASA (per-agent and daily handle time), Abandoned Call Rate (daily + peak-hour breakdown), Call Transfer Rate (IVR option analysis), Agent Activity (daily first/last call, answered/missed per agent), Handle / Wrap-Up Time (per-agent handle time analysis), and Blocked / Rejected Callers (IVR-rejected numbers with attempt counts). Total reports now 32+.
PDF & Excel Export on All Reports: Every report in the Crystal Reports Dashboard now supports one-click export to both Excel (.xlsx) and PDF formats, enabling offline analysis, sharing, and archiving of all contact center data.
[BUG FIXES] Fixed agent status getting stuck in "Busy" after a call ends — status now automatically reverts to "Online" whether the agent or the caller hangs up first.
[BUG FIXES] Fixed false "active call" detection blocking agents from changing their status even when no call was in progress (stale call queue records older than 4 hours are now treated as inactive).
[BUG FIXES] Fixed changelog date text being invisible in dark mode (hardcoded black color was overriding dark theme styles).
[BUG FIXES] Fixed Zapier integration page displaying English text in Arabic language mode (missing Arabic translations added).
[BUG FIXES] Fixed Theheen AI page displaying English text in Arabic language mode (missing Arabic translations added).

v1.0.5 Major 19-MAY-2026

Addons enhancement
Advanced CRM Addon first beta release - Leads, customers, activities, invoices, quotations, proposals
Major bug fixes
UI/UX enhancements
Savoxx License management

v1.0.4 Major 03-MAY-2026

Enhanced after-call Survey engine
Enhanced after call survey statistics screen
Bug fixed in call route engine
Enhanced live call notification engine
Enhanced Admin /Agent UI
Added super admin firewall management screen for YeaStar users
Enhanced Voice file conversion engine
Enhanced Call survey statistics screen

v1.0.3 Major 26-APRIL-2026

Enhanced Admin UI
Release of modified agent screen
internal extensions
Social media updated drivers
Major enhancement of the AI engine
Enhanced Storage engine for voice recordings
Enhanced Live call monitoring screen
Added new reports

v1.0.2 Minor

Added changelogs feature to company dashboard
Improved sidebar navigation
Enhanced user interface
Added Marketing campaigns
Added call tags
Added call notes
Added dark mode - beta
General UI Enhancements
Added Live monitoring calls
Added WhatsApp Integration (Beta)
Added Marketing campaigns & forms
Custom role permission foundation (Alpha)

v1.0.1 Major 22-DEC-2025

Initial Stable release
Added outbound calls
Enhanced inbound calls
Added call surveys using DTMF
Convert call recording to Text
Added Group calls
Added ACD methods (Ring All, Least recent, Fewest call, Random, Sequential, Round robin, Linear, Weighted Random)
Added Users Roles & Permissions

v1.0.0 Major 22-NOV-2025

Initial Stable release
Added recording feature
Fix agent dashboard
Integration with Theheen AI
Bug fixes