Hey everyone,
We’re excited to announce the latest update to Converse CX – v25.24 – packed with powerful new features and enhancements designed to make your virtual agent experiences even smarter and more flexible.
So, what’s new?
Email Step: Smarter Communication Made Easy
You can now send emails directly from a Virtual Agent, App, In-Queue Flow, or Agent Assistant. Simply configure the inbox, subject, and body – and use variables to personalise the message content.
Improved Control in Web Assistant
Virtual Agent designers now have the option to disable the reply box in Web Assistant when using Choice Step or Yes/No Step. This means customers must select a predefined option to continue – perfect for guiding conversations and limiting off-topic responses.
Expanded Language Support
We’ve broadened our language capabilities! Virtual Agents, Call Back, and Call Transcription now support speech recognition in the following languages & dialects:
English (British, US, Australian, Irish, Welsh)
German
French
Italian
Spanish
Dutch
Say hello to new voices! We’ve added three new Text-to-Speech (TTS) artists:
Lisa – Dutch (Belgian)
Laura – Dutch
Ruben – Dutch
New API: Search Users by Email
A new API endpoint lets you search for users in CX using their email address. If a match is found, you’ll get the user’s ID, name, email, and group memberships – including whether they hold an Agent role in each group. A handy tool for user management and integrations!
File Upload Control in Web Assistant
Thanks to a suggestion from our Ideas Portal, you can now disable file uploads in Web Assistant. This setting is available under the Settings tab in the Web Assistant configuration area – giving you more control over user interactions.
If you have any questions or want help implementing these new features, feel free to reach out to the CX team. Happy building!
thanks
LV