CSAT survey suppression is now generally available and applies to voice
CSAT survey suppression rules are now generally available. The rules also apply to the end-of-call survey on voice.
What’s new
This release extends suppression rules to voice and makes them available to every AI Agent.
- Voice end-of-call survey: When an end user’s variables match a suppression rule, the AI Agent does not ask for the survey at the end of the call and does not send the survey link by SMS.
- General availability: The Survey Suppression section under Config > AI AGENT > CSAT is available on every AI Agent.
Suppression rules do not apply to a survey that a Playbook step sends.
Learn more about configuring a satisfaction survey.
Messaging SDK: inline embeds get a default height
An inline embed mounts the chat into a parentElement on the page. When that element has no height of its own, the chat now gets a minimum height of 720px, so the embed is visible instead of collapsing to an empty area.
A host element that sets its own height keeps that height. The default is removed if the element later gets a height of its own, so a container that starts hidden and opens to a smaller size keeps the smaller size.
Voice: transfer a call to a Twilio application
The Transfer Call block has a new Twilio application destination. Your AI Agent can send a caller to a TwiML Application that you own, for example a payment IVR or a Twilio Studio flow. The Agent stays on the call, and the application sees the caller’s phone number. Key/value rows in the block reach the application as parameters.
When the application hangs up, it can decide what happens next. For a call from Aircall, the application can end the call, ring an Aircall line, team or user, or let the Smartflow continue. For a call from your own Twilio flow, the call goes back to that flow with the values that the application returned. A call made directly to the Agent ends.