Changelog
What's been deployed to the platform — features, improvements, and updates.
October 2026
September 2026
August 2026
July 2026
June 2026
May 2026
New feature
Training calls, graded and reviewed
Run call-centre practice on the platform: a campaign rings your trainees, the AI plays the customer, and every call is graded against your rubric when it ends. Your QA team sees each practice call on the campaign's Assessments list, ticks off what they have checked, adjusts any result with a reason, and signs off the final pass or fail. The trainee is sent their copy only at sign-off, with strengths and coaching points but without the grader's working. Rubrics start from one of five templates, carry your own prices and policies as reference facts, and say in one sentence what a pass means. Ask your provider to set a skill up for training.
Choose what each team member can do
Owners and admins can now tailor a member's access: take away Live calls (or just the ability to transfer from Live), or let a member edit the knowledge base and dictionary. The defaults are what members could do before, so nobody's access changes until you change it.
Your transfer message is said on every transfer
Put a line under a skill's "Transfer message" heading, or set the agent's Transfer Phrase, and the caller hears it every time they are put through — not only when the agent remembers to say it. Useful for a line like "you can also email us at…".
Skill emails that know about the transfer
A skill's email subject can say whether the call was transferred, and to whom. A skill can also be told to skip its email when the caller was put through to a person, so a transferred call no longer leaves a near-empty message in the inbox. The subject editor lists every call detail it can use.
New feature
Transfers handed to your phone system (SIP REFER)
If your phone system sends calls to the agent over a SIP connection, a transfer can now go back the way it came. Switch on "Release to your phone system" for an extension, and when the agent transfers a caller there it asks your phone system to connect them with a SIP REFER. Your phone system puts the caller through and the agent drops off the call completely. From then on it is your phone system's call, and it shows once in your call records rather than as two legs. If your phone system can't accept the hand-off, the agent transfers the caller the usual way. If the extension is busy or doesn't answer, the agent takes a message. Calls that came in on your dareena.ai numbers transfer exactly as before.
Longer ring time for transfers
A blind transfer can now ring for up to five minutes before the agent takes a message, enough for a ring group or a queue.
Choose the question your outbound opening ends with
A campaign's opening can end with "Is now a good time?", "Have you got a minute?", "Are you happy to take part?", a question of your own, or none at all. The agent waits for the answer before it starts, so a welcome call no longer sounds like a survey.
New feature
Decide what each transfer destination does
Each person or team on the transfer list now has an action. Transfer puts the caller through. Take a message skips the dial and emails the message straight away. Redirect sends the caller to someone else instead, and the agent says so. Disabled takes the destination off the list until you put it back. The agent still recognises the name either way, so "can I speak to Sarah?" gets the right answer while Sarah is away.
Skill emails to several people
A skill's email delivery takes more than one address — separate them with commas or spaces.
New feature
Skills for office hours or after hours
Set a skill to run always, only during office hours, or only outside them. A receptionist that puts callers through by day and an answering service that takes a full message at night can now live side by side.
Calls forwarded by a phone system
When your phone system forwards a call and shows its own number as the caller ID, the agent no longer mistakes the switchboard for the caller. Your provider lists the numbers to ignore.
New feature
A flow step that reads from your own system
A flow can now look something up in another system mid-call — an order, a booking, an account balance — tell the caller what it found, and take a different route depending on the answer. If the lookup fails, the flow takes the route you drew for that instead of stalling. The caller hears the step's line while the lookup runs, so there is no dead air.
A flow can hand the caller to a skill
An ending can pass the caller to one of your skills: the flow asks the questions that must come in order, and the skill takes the open-ended part that follows.
More ways to route a flow
A branch can now cover several answers at once, a "we can't understand them" route catches a question the caller could not be understood on, and a step can say which step it continues to.
New feature
Flows learn how callers' answers are misheard
When the agent is unsure what it heard, it reads its best guess back. Every yes and no is now remembered for that flow and that question, so the next caller who is misheard the same way is offered the right answer. A guess is only blocked after two different callers have said no, and a word becomes "known" once enough callers have confirmed it. Each flow shows what it has learned and how sure it is, and Forget lets you start a word afresh.
Know when someone changes who can sign in
The account owner is emailed whenever someone is added, removed, or has their role changed — with the name of whoever made the change.
"Suggest it for me" in the flow builder
When the builder asks what the next step should be, one click asks it to propose one instead.
Turn off read-backs for a survey
A survey can stop reading guessed answers back to the caller when getting through the questions quickly matters more than every answer being exact.
New feature
Results for every flow
Each flow has a Results panel showing how its questions performed: how many callers reached each one, answered it, declined it or hung up on it, why runs ended where they did, and how the answers to each multiple-choice question break down. Callers' personal answers are counted, never listed.
HaloPSA: see when ticket logging is off
The connections list, the save screen and the agent all say when ticket logging is switched off, and why, so it is never off without anyone noticing.
New feature
HaloPSA
Connect a HaloPSA account and the agent becomes a first line for your helpdesk. It recognises the caller from their number, or lets someone on a shared office line say who they are, and can tell them where an open ticket is up to — or that one closed recently was resolved. A new issue is logged as a ticket against the right client and site, with the details the helpdesk needs. You choose the ticket type, category and outcome, and logging only switches on once a test ticket has gone through. Callers the agent does not recognise are taken as a message by default, or filed against a catch-all site you pick. After the call, a note with the transcript and a link to the recording can be added to the ticket — both off until you turn them on.
Exact or approximate answers
When a caller answers a rating question with a range — "six or seven" — you decide what that means. By default the agent asks which one they mean; set a flow, or a single question, to approximate and it takes the higher of the two instead.
The call log shows which flow ran
Every call that ran a flow is labelled with its name in the call log, so you can find the calls a particular flow handled without opening each one.
A recording link on the call-completed webhook
The webhook sent when a call ends now carries a link your own systems can fetch the recording from.
Transfers on phone calls, but not website calls
A tenant can let the agent put phone callers through to a person while keeping transfers off for calls made from the website widget.
A flow step that sends to your own system
Draw a webhook into a flow at the point it matters — say, the moment a caller asks for an adviser. When the call reaches that step your system is told straight away, and the flow carries on without the caller noticing.
New feature
Store locator
Give the agent your list of branches and it can answer "do you have a store near me?" — with the nearest branch, its opening hours and its phone number. The branches are read from a knowledge base article you already keep, and the portal shows exactly what was read — including any line it could not make sense of. A place name the agent did not quite catch is checked, not taken as proof there is no branch there.
Flow version history
Every time a flow is published, the version is kept along with a note on what changed. Look back through them and restore an earlier one if a change did not work out.
Import and export flows
Export a flow to a readable file and import one back in — to work on it in another tool, or to keep a template you start new flows from.
New feature
A flow step that answers from your knowledge base
A step in a flow can look something up in your knowledge base, tell the caller what it found, and then take a different route depending on the answer. So a flow can deal with the question a caller actually asked rather than pressing on with the next item, and still end up where you meant it to.
New feature
A flow can hand the caller back to your agent
A flow no longer has to end the call when it runs out of questions. An ending can hand the caller back to your ordinary agent, which carries on the conversation as normal. Useful when a flow is there to qualify or screen someone at the start and the real conversation follows.
Endings that speak, and more than one of them
A flow can finish in several different ways, each with its own closing words and its own outcome, and the editor shows which is which on the card. Someone who qualifies and someone who does not can now be sent down genuinely different endings rather than sharing one.
A step that just says something
Not every step needs to ask a question. A flow can now simply tell the caller something and move on — a disclosure, a piece of context, or a warning before the questions that follow.
Duplicate a flow, and point the copy the other way
Copy a flow that works and change it, instead of building the next one from nothing. A copy can be pointed at the other direction on the way through, so a screening flow written for outbound calls becomes the starting point for the inbound version.
Going back a question, and asking one of your own
A caller who asks to change an earlier answer is taken back properly and hears the question again. A caller who asks a question of their own on the last step is answered rather than being closed down, and an answer given as a number is accepted where the step expects words.
The agent starts listening during the greeting
Listening used to begin after the greeting had finished playing, so a caller who started talking over it was not heard. It now starts at the same time as the greeting, which takes a noticeable pause off the beginning of every call and rescues the callers who answer before being asked.
Contacts show who has their own skill
The contact list marks the people who have a skill attached, rather than leaving it visible only on each person's own page. Where a caller has their own skill and the number they rang has one too, the caller's now takes precedence.
Text messages you were told about but never went
A text the platform refused to send is no longer reported as sent, and the agent can no longer text a placeholder instead of a real number. One text now counts as one notification rather than several.
Place names, settled by ear
Every New Zealand place name the agent can say was listened to on both of the voices we run in production and corrected where it was wrong, Taupō and Manukau among them. A transfer your agent promised and never actually made is also no longer recorded as a completed one.
New feature
An inbound flow can answer a number
Attach a published flow to one of your numbers and it runs the conversation itself, asking each question in the order you set rather than leaving the agent to decide what comes next. The number stays pinned to the version you chose, so republishing a flow does not change what callers hear until you move it across.
End a flow by handing the caller to a person
A branch of a flow can finish by putting the caller through to someone on your transfer list — at the end of a run of questions, or on a particular answer, so anyone who says their problem is urgent goes straight to a person. Where nobody can be reached the caller is told plainly and the call is wrapped up properly.
New feature
A skill for one particular caller
Link a skill to a contact and that person gets it whenever they ring, without affecting anybody else. Useful for a regular whose calls you want handled their own way. A number with its own skill still takes precedence, so a single-purpose line carries on as it should.
Choose the dashboard time range
The dashboard now answers for 24 hours, 7, 30 or 90 days, with one control driving the whole page so every chart on screen describes the same period. The 24-hour view draws an hourly chart rather than a single bar, and a new Skills Used card shows which of your own skills actually ran, and on how many calls.
Alias words on a capture field
A list field can carry the other words callers actually use for each option, so someone answering "brilliant" is recorded against "good". Answers differing only in capitalisation are now accepted as well. The Insights report also shows how often each field is arriving empty, so a question callers keep skipping is visible without reading through calls one at a time.
Destinations your agent may dial but not suggest
Each transfer destination has a setting for whether the agent may offer it unprompted. Switch it off and the destination stays reachable when a caller asks for that person by name — the agent simply stops reading it out as an option. Useful where a business lists a lot of individual staff and would rather callers were offered the team.
Stop a Google Sheets connection logging every call
A spreadsheet connected purely so the agent can look things up — a price list, a stock list — no longer has to collect a row for every call. Anything you have deliberately set up to write still writes.
New feature
A pre-chat form on the website widget
The chat widget can ask for a name, email and phone number before the conversation starts, each field switched on or off and set to required or optional. The widget header now shows your own business name, and the chat window can be sized to suit the site it sits on.
An email when a web chat ends
A chat can send a notification when it finishes, with the visitor's details and a summary of what they wanted. It has its own switch, separate from call notifications, and works whether the visitor ends the chat or simply closes the tab.
New feature
Build a flow by talking
Describe what you want to ask callers and the platform interviews you about it, then writes the flow. You get a working draft to edit rather than a blank editor, and you can talk through changes the same way.
Edit a flow in the portal
Add and remove questions, change where an answer leads, add and remove routes, and set the words callers actually say for each answer. Flows can be archived when they are no longer wanted, and every change is made on the graph where the step is described.
New feature
A skill can write to your spreadsheet, column by column
Choose the spreadsheet and tab a skill writes to, and map each thing it collects to a named column. The write refuses rather than guessing if the sheet's columns have moved, so a renamed heading cannot quietly scatter answers into the wrong fields. An empty tab gets its header row written for it.
Reword your agent's questions without rebuilding the flow
Change the wording of any question in a published flow, and choose whether a list of answers is read out to the caller or simply used to understand their reply.
Faster replies
The agent now starts speaking before the whole sentence has finished being produced, which takes a noticeable pause out of every turn — most of all on the longer answers where the wait was most obvious. An unanswered question is also picked up again after six seconds rather than being left to a longer silence.
New feature
Cliniko
Connect a Cliniko practice and the agent knows who is ringing before they speak, can tell a caller when the next appointments actually are, and can book one. It only ever quotes times Cliniko returned, and booking is a switch you turn on yourself — a connected practice does nothing but read until you do.
Change a live campaign's spend cap and end date
Raise a spend cap or set an end date on a campaign that is already running, without starting again. The attempts table now says what each call actually achieved, and a callback agreed with someone counts as having reached them.
Place names for your own region
New Zealand place names are grouped by region, and an agent can be given the slice that matters to it. A Canterbury business gets Canterbury place names heard reliably rather than competing for room with the rest of the country.
"Busy now" is a reschedule, not a refusal
Someone on an outbound call who says it is a bad time is now rung back rather than marked as having declined. Campaigns also close on their end date rather than one call at a time.
New feature
dareena Flow
Structured conversations for when the order of the questions matters — surveys, screening, intake and qualification. You set out the questions and where each answer leads; the platform asks them in order, records each answer as it goes, and branches on what it hears. Flows appear as a graph you can read and edit, and a campaign can be pinned to a published version so it keeps running the wording it launched with.
Tone changes how a voice sounds, not just what it says
On the voices that support it, the Tone setting now shapes the delivery itself — warmth, pace and emphasis — rather than only the choice of words. Casual and Playful join the existing tones, and the voice picker badges which voices follow Tone so the setting is never offered where it would do nothing.
New feature
Hand a failing call to a person
When a caller has corrected the agent several turns running, the platform stops trying and takes the turn itself — putting them through to your default destination, or promising a callback and taking their number where nobody is reachable. It is a floor under the worst calls rather than something to configure, and it is on by default.
The skill builder works out what to collect
Describe what the agent needs to find out and the builder now writes the list of things to capture, rather than leaving you to set one up separately first. What it collects is then delivered wherever you choose.
New feature
Place calls from your own systems
Ask the platform to ring one person, from your own software, over an API key — for a confirmation, a reminder or a follow-up. Campaigns can also be fed the same way, with your system supplying who to call as it goes rather than a list uploaded up front.
A capture says which skills use it
A capture now lists the skills reading it, so it is clear what a change will affect. One still in use can no longer be deleted out from under them — which used to leave it collecting answers nobody could see.
New feature
Fergus
Connect a Fergus account and the agent recognises a customer ringing about work already on the books, takes an enquiry straight onto the job, and can raise a task for the office. A callback the agent promises is written to the job as well, so it reaches the people who work from Fergus rather than only an email.
Attach the recording and transcript to a skill's email
The email a skill sends when it finishes can carry the call recording and the transcript, so whoever picks it up has the caller's own words rather than a summary alone.
Duplicate a skill, and write your own email subject
Copy a working skill as the starting point for the next one instead of building it again. The subject line of a skill's email is now yours to write, and can carry what the call collected — the caller's name or the job number — so it reads properly in an inbox.
New feature
Live calls
Watch calls as they happen. Every active call is listed with caller, line and running duration, and the transcript streams turn by turn alongside the detected intent and what the agent is doing. A sentiment and urgency meter scores each turn, and a call that needs a person raises an alert on the device and in the portal — where an operator can hand it to a human in one action.
Scheduled knowledge articles
Knowledge base articles can carry a start date and an off state. The agent only draws on what is in-window, so a seasonal notice can be written ahead of time and go live on the day.
New feature
Verified caller ID
Present a number you own but do not host with us. The platform places a one-time call to the claimed number and reads out a code; the number is only usable as caller ID once that code is confirmed. Every verification is evidenced and re-checked periodically.
Tenant user administration
Transfer tenant ownership, enable and disable individual users, with management actions restricted to owner and admin roles.
New feature
Outbound campaigns
Tenants can now run outbound calling campaigns — appointment reminders, requested callbacks, lead follow-ups and payment notices. A guided wizard covers the script, the contact list, the caller ID, the calling window, retry and pacing rules, and what to do at voicemail. Every launch requires a stated lawful basis for the list; cold lists are refused. Progress is live, spend is capped, and a report with charts is emailed when the campaign closes.
Recording access
Call recordings stream through the authenticated API, and can optionally be attached to notification emails.
New feature
IVR audio generation
Generate IVR and hold prompts from text in the portal, as WAV or MP3, with a version history, search, and control over how individual terms are pronounced.
Simplified PBX configuration
Extended the PBX device connector options to include support for PBXs that require calls to be routed on the To SIP Header. This allows dareena.ai to be seen as a simple extension or device off a PBX, rather than configuring a more complicated Trunk.
New feature
Per-destination voices
Assign different voices to specific numbers or extensions within a single tenant. One Agent, multiple experiences — your AI Agent can appear to callers in many guises.
New feature
Tenant contacts
Unified caller identity across phone, SMS, and channels. Tenants can clearly see frequent callers, with multiple numbers grouped under a single contact.
Partner team management
Partners can now invite and manage their own admin users from the partner console without raising support tickets.
New feature
Tenant cloning
Partners can now clone existing tenants from templates rather than configuring from scratch.
Partner top-up
One-tap tenant top-ups from the partner admin. Fund a tenant's balance without logging in as the tenant.
Deepgram Flux
Lower-latency, higher-accuracy speech recognition — now the platform default for all tenants.
New feature
Skills
Bounded, intent-triggered workflows with capture schemas and post-call actions. Enables structured outcomes from every call.
NZ-accent voices
Eight voice personas with NZ and AU accents, including expressive (premium) variants.
Three-balance billing
Minutes, SMS, and NZD balances tracked and consumed separately with FIFO priority ordering.