This month's releases introduce new ways to help your team communicate, automate, and measure performance. Explore expanded AI capabilities, real-time conversation monitoring, Emergency Calling, more flexible user permissions, and new advertising integrations for LinkedIn Ads and OpenAI Ads. You'll also find improvements across reporting, calling, messaging, and platform reliability.
VoiceAI and ChatAI Improvements
VoiceAI and ChatAI workflows are now more reliable and easier to configure. We've improved AI transfers, appointment booking, session reporting, and ChatAI tool setup, helping teams deploy AI experiences with fewer configuration issues and better visibility into performance.
Learn more about these VoiceAI and ChatAI improvements.
Roles and Permissions
Roles and Permissions allow agency admins to customize user access beyond CTM's standard roles. This upgrade lets admins extend additional permissions to individual users without changing their role, such as granting call agents access to manage schedules.
Learn more about Roles and Permissions here.
2FA Requirement
Two-factor authentication (2FA) is now required for all platform accounts to help protect your account, billing information, and telephony assets. Existing users will need to set up one of the three authentication methods supported by CTM: text messaging, email, or OTP. As part of this requirement, CTM has included new account recovery flows for locked-out users.
For more information on 2FA, please review this article.
Outbound Greeting
With Outbound Greetings enabled, the recipient hears your custom message when an outbound call is placed through the tracking number. This feature can be used to announce your business name, share important information, or notify callers that the call may be recorded. With Outbound Greetings, you can play a recorded, custom message to the call recipient before the call begins. Use it to identify your business, share important information, or notify them that the call may be recorded.
Learn more about configuring calls in this article.
Emergency Calling (E911)
Emergency Calling (E911) can now be enabled for eligible tracking numbers. E911 allows teams to place 911 calls from the CTM Softphone, mobile app, and supported SIP devices. By registering an eligible tracking number with a dispatchable emergency address, emergency responders receive the location associated with the number used to place the call. You can also register and manage your emergency calling number and address, monitor E911 registration status, and review Emergency Calling changes in the Audit Log.
To learn more, please review this article.
Live Conversations
Monitor active customer interactions in real-time with Live Conversations. Follow live calls through website chat monitoring, real-time transcripts and sentiment analysis, and use coaching tools to whisper to agents, listen in or barge in to active calls when support is needed.
Learn more about Live Conversations here.
AskCTM (Beta)
AskCTM is now available in beta to help you manage select features across the CTM platform. Current capabilities include assisting with setting up and configuring AI tools, creating Custom Fields, and more. As we continue to test and improve the experience, you may notice changes in features or functionality.
Learn more about AskCTM (Beta).
AskAI Improvements
Create and manage AskAI prompts from a dedicated page with reusable prompts, prebuilt templates, and built-in testing. This update makes it easier to standardize AI workflows, test prompts before deployment, and reuse them across your organization while existing saved AskAIs and trigger-based AskAI workflows continue to work as before.
To learn more, please review this article.
LinkedIn Integration
Connect your LinkedIn Ads account to CTM to measure campaign performance and send qualified conversion events directly to LinkedIn. This integration supports conversion tracking through CTM Triggers, enhanced conversion matching. Existing LinkedIn conversion rules to help improve campaign optimization and reporting.
For more information, please review this LinkedIn article.
OpenAI Ads Integration
Attribute calls and leads generated from ChatGPT advertising campaigns and send qualified conversion events back to OpenAI. Now you can measure OpenAI campaign performance and optimize ad spend with less manual effort. You can also view OpenAI-sourced leads in CTM reporting, making it easier to understand ROI using real conversion data.
Learn more here.
Reporting and Data Accuracy Improvements
Reporting and Data Accuracy Improvements. We've enhanced reporting consistency across the platform with updates to agent activity, real-time reporting, exports, star ratings, and API touchpoint data. These improvements make it easier to monitor performance and use reporting data in day-to-day operations.
Calling, Routing, and Workflow Updates
Calling and routing workflows are now smoother for both administrators and agents. Improvements to workflow editing, VoiceAI transfers, number management, billing setup, and custom field visibility reduce setup friction and make high-volume call operations easier to manage.
Messaging and Contact Workflow Improvements
Managing conversations and contact workflows is now more streamlined. We've improved ChatAI messaging configuration, LeadReactor notifications, contact searching, and text visibility, reducing manual work when communicating with customers.
Integrations and Automation Updates
Integrations are now easier to maintain. We've strengthened webhook payload handling, expanded trigger configuration, and improved Facebook, Google Ads, and HubSpot workflows to reduce configuration issues and improve automation reliability.
Mobile Communication Improvements
The CTM mobile app has been enhanced to make everyday communication more efficient. Improvements to calling, messaging, and contact management include easier account switching, improved contact organization, group messaging, smarter notifications, and seamless transitions between web and mobile calls.
Additional Platform Updates
- Dark mode now provides better readability in the Live Conversations "What's Included" panel.
- Account searches now better support names containing special characters.
- Scheduled billing exports now offer additional timeframe options.
- Billing setup during sign-up is now simpler when configuring who pays.
- Number Pool and tracking number setup is now clearer and easier to navigate.
- Trigger-driven email templates have more consistent formatting.
- Easily determine when a softphone call is being recorded with the new red light indicator.
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