v11.20.0 December 07, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.LLM & Generative AI
Prompts Library: Search and Filter The Prompt Library now offers enhanced search, sorting, and multi-select filtering by name, feature, model, type, status, or usage, with a Quick Filter for instant access to system and custom prompts.Channels
Enhanced Session Management for Email Channel The Email Channel now supports more accurate session handling through two new app-level configurations. These improvements prevent unintended session merging, preserve context, and provide a clearer experience across automation and agent workflows.- Channel-Based Sessions: Creates a new session based on the “To” email address. Emails sent to different support addresses always start new sessions, keeping unrelated issues separate.
- Thread-Based Sessions: Creates a new session based on the email thread’s Reference ID. Replies within the same thread continue the session, while new threads start new sessions. Available only when Channel-Based Sessions are enabled.
App Settings
Unified Interface for Locale-specific Responses A new ‘Locale-specific Responses’ section in Languages Management provides a consolidated view of all language-dependent components - Dialog Components, Standard Responses, Content Variables, and Small Talk, streamlining multilingual app development. Developers can now update prompts and messages for all enabled languages from this single interface.v11.19.1 November 19, 2025
This update includes an enhancement and bug fixes. The key enhancement included in this release is summarized below.Channels
New Channel Integration: Amazon Connect Chat Amazon Connect Chat is now available as a communication channel, enabling real-time user interactions with AI Agents. The integration supports both hosted and custom widget configurations.v11.19.0 October 25, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Channels
Multiple Files Upload Support in WebSDK WebSDK v3 now enables users to upload multiple files simultaneously in a single action. Users can select up to 10 files at once, with each file limited to 25 MB. The platform returns all file URLs as an array for seamless integration with downstream workflows. The maximum file count is configurable to accommodate different organizational needs.APIs
Public API Response Payload Encryption AI for Service now supports Response Payload Encryption to protect sensitive data in Public API responses. When enabled, each response is encrypted using a client-provided public key, ensuring that only the intended client can decrypt and access the data. The feature strengthens data confidentiality, maintains integrity across API communications, and provides an additional layer of enterprise-grade security.v11.18.0 September 27, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.Channels
Enhanced Custom Email Domain Capabilities AI for Service now enhances custom domains with advanced capabilities, including email forwarding, domain setup, DKIM, and Flow mapping to improve scalability and brand alignment in enterprise email automation. Key enhancements:- Email Forwarding: Centralize email processing by forwarding emails from enterprise domains to a single Kore.ai mailbox.
- Advanced Custom Domain Setup: This new option, in addition to the existing Standard setup, supports up to 50 custom domains and 50 email addresses per domain.
- DomainKeys Identified Mail (DKIM) Support: Secure email authentication is now provided for each advanced custom email domain.
- Flow Mapping by Email ID: Route incoming emails accurately by linking custom domain email addresses to specific Flows.
v11.17.1 September 15, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.LLM & Generative AI
New GenAI Dashboard for LLM Usage and Performance Monitoring The new GenAI Dashboard offers comprehensive insights into LLM token usage and performance across AI for Service. Users can track token consumption by modules, models, and features, with detailed analytics available in the Performance Analytics section. This capability enables organizations to effectively manage infrastructure costs, optimize AI performance, and make informed decisions when scaling AI capabilities. Manage LLM Token Limits, Usage Cycles, and Notifications AI for Service now allows users to define token usage limits and usage cycles for all LLM Integrations (except XO GPT). Users can also set up automated notifications when token thresholds are reached, enabling proactive cost management, preventing budget overruns, and supporting informed decisions about scaling AI features based on real usage patterns. Enhanced Model Library UI The enhanced Model Library interface improves LLM visibility and organization by clearly separating configured integrations from available ones. Configured integrations now display token consumption if configured, providing clearer usage insights and easier control over the integration. Anonymize Sensitive Data in LLM Calls The Platform now supports anonymizing sensitive data (entities, tool parameters) before LLM interactions. Users can define regex patterns for redaction, masking, or replacement. When the LLM-layer PII option is enabled, anonymization applies only during language model interactions, with original values restored afterward. Conversations and debug logs always show unmasked data. LLM-layer PII works alongside global PII, with global settings taking precedence. Vector Generation Feature Split into Text and Image The Vector Generation feature is now split into separate Text and Image components, providing independent control over models, prompts, and feature enablement for each content type. The new XO GPT-VDR model generates visual embeddings, while existing configurations are preserved under the Vector Generation - Text feature.v11.17.0 August 23, 2025
This update includes bug fixes.v11.16.1 August 11, 2025
This update includes bug fixes.v11.16.0 July 26, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.LLM & Generative AI
Contact Centre AI Filter Added in the GenAI Features Framework Contact Center AI (CCAI) has been integrated into the product filtering framework for Generative AI Tools along with Automation AI, Search AI, and Agent AI, providing uniform visibility, searchability, and contextual filtering across all products.App Setting
Tagalog Language Detection Support AI for Service now accurately identifies Tagalog, ensuring the accurate classification of Tagalog utterances and enabling seamless multilingual app experiences.BotKit
BotKit Events for Key Contact Center Actions BotKit now emits key contact center events (agent acceptance, transfers, session closure, disposition submission, and join/leave actions) with structured JSON payloads, enabling real-time CRM sync via customer-defined logic. Admins can configure event types from the BotKit settings panel, with support for retry mechanisms, custom headers, and full traceability logging.v11.15.1 July 12, 2025
This update includes enhancements and bug fixes. The key enhancement included in this release is summarized below.LLM & Generative AI
Enhanced Model Visibility Across GenAI Features Configured language models are now visible and accessible across all GenAI features, regardless of prompt availability, with streamlined prompt creation workflows. This enhancement ensures users can always see and access their properly configured language models, with clear pathways to activate them through guided prompt creation.v11.15.0 June 30, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Audit Logs
Audit Logs for Agent Profile Updates Enhanced the User Management audit logs to capture all agent profile-related actions, including create, update, delete, activate/deactivate, and role or privilege changes. Each log entry includes a timestamp, the user who performed the action, and the target user’s details. The system also logs failed or unauthorized attempts. These updates improve traceability, support compliance, and ensure complete visibility into user management activities. App-to-App Communication Enabled for New Apps App-to-app communication is now supported for newly created apps, enabling one app to call flows, dialogs, automation nodes, and script nodes from another. This allows the reuse of logic, such as queue or skill assignments, using functions like setQueue() or setSkill() across apps. They can be referenced from dialogs or scripts when designing flows in a different app.Getting Started
Removal of auto purchase of Phone number in the App creation process The automatic phone number provisioning feature, introduced during app creation, has been removed. Users will now have the flexibility to manually provide a phone number for voice channel testing if needed via the channel configuration section. Key benefits- Improves resource efficiency by provisioning phone numbers only when needed.
- Simplifies the onboarding experience.
Channels
Retirement of Skype Microsoft has officially retired the Skype channel. In alignment with this deprecation, the following changes are being implemented across the platform.Rebranding
Renaming of Platform Components As part of the revised product strategy, the XO Platform is being repositioned as AI for Service, aligning it with the broader product suite (AI for Work and AI for Process). This change accurately reflects the platform’s core value proposition and enhances brand consistency across all products.APIs
Support for Proactive Notifications for WhatsApp via Public API The Proactive Notifications feature for WhatsApp has been enhanced to support multi-user messaging using a public API, enabling businesses to send outbound messages to multiple recipients simultaneously. Key features- Multi-user messaging in a single API call.
- JWT-based authentication for secure access.
- Per-client rate limiting for system stability.
- Granular logging for improved tracking and debugging.
v11.14.1 June 14, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.App Language
German Language Support for Apps (Beta) The platform has enabled German language selection for the App, allowing platform users to access the app in their native language. Key updates- The Language selection dropdown has been added to Profile, Login, and Signup pages.
- The “BETA” tag indicates the feature’s beta status.
- Dynamic translation of UI elements and content based on the selected language.
Channels
Proactive Notifications Support for Google Hangouts The platform now supports proactive notifications for Google Hangouts, enabling it to push relevant updates to users without requiring them first to initiate interaction with the bot. This feature enhances user engagement by delivering timely information directly to users.v11.14.0 May 31, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.Migration
Migration of Universal Bots from XO10 Bot to XO11 Automation Apps XO10 Universal Bots act as orchestrators that route user inputs to linked Standard Bots for intent handling. In XO11, this orchestration is supported within a Standard App via DialogGPT, eliminating the need for a separate Universal Bot construct. This release introduces a guided migration path to help users seamlessly transition XO10 Universal Bots into the XO11 framework.Channels
Repeat Bot Response Event now supports SmartAssist Gateway Channel The platform now supports the SmartAssist Gateway channel for the Repeat Bot Response event. This allows end-users to ask the virtual assistant to repeat its recent responses during a conversation. This support is in addition to the existing voice channels: IVR, AudioCodes, and Twilio Voice.Flows
Agent Transfer Node: Restriction on Prompting Tasks and Dialog Configuration To prevent execution issues where flows unexpectedly return to the welcome message, the Agent Transfer node now includes a note clarifying supported dialog types. When selecting a specific dialog within this node, only preprocessing tasks should be used, not prompting tasks. Prompting tasks, such as those containing entity nodes, can interrupt the flow and prevent the Agent Transfer from executing correctly.APIs
Support for Proactive Notifications for Webhook Channel via Public API The Proactive Notifications feature for Webhook Channel has been enhanced to support multi-user messaging using a public API, enabling businesses to send outbound messages to multiple recipients simultaneously. Key features- Multi-user messaging in a single API call.
- JWT-based authentication for secure access.
- Per-client rate limiting for system stability.
- Granular logging for improved tracking and debugging.
Voice Call Properties
Support for Language-specific Voice Call Properties The platform now supports language-specific configuration of voice call properties, including prompts and grammar, across IVR-supported components, enabling seamless multilingual IVR bot experiences. Key Changes- Platform users can now define unique voice call properties as per the enabled language.
- When a new language is added to a bot, existing voice properties from the selected base language are auto-copied to the new language.
- When adding new components, voice property fields will remain empty by default across all languages, allowing independent language-specific configuration.
Role Management
Enhanced Permissions for the Billing Module The Platform has strengthened security by restricting the Billing Module to App Owners and users with custom roles. This ensures sensitive functions are protected while maintaining a streamlined experience for other user roles.v11.13.1 May 17, 2025
This update includes only bug fixes.v11.13.0 May 03, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.User Management
Enhanced User Management Accessibility Previously, the User Management menu option was accessible via the product switcher and Contact Center AI. Now it is located in the left navigation of Automation AI, Search AI, and Agent AI, providing uniform access and improving user experience across the primary modules.Role Management
Enhanced Permissions Framework for App Owners The Platform has strengthened security and updated system roles by restricting certain critical administrative functions to App Owners only, ensuring sensitive app functions are protected while maintaining a streamlined experience for other user roles. The following permissions are implicitly available only to App Owners and are not available to any other user roles:- Billing Module Access
- Activation of Free Tokens
- Create New User Role
- App Profile Modification
- Delete App
v11.12.1 April 19, 2025
This update includes only bug fixes.v11.12.0 April 05, 2025
This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.LLM & Generative AI
Unified Generative AI and LLM Interface This update introduces a new unified interface for Generative AI and LLM capabilities, logically organized features under product categories (Automation AI, Search AI, Agent AI), and a search bar for quick feature discovery.Admin Console
SSO Compatibility Improvement The Platform has introduced a new configuration option to enhance Single Sign-On (SSO) compatibility and resolve authentication issues caused by the RequestedAuthnContext parameter in SAML requests. This ensures seamless integration with various identity providers, including Azure AD.v11.11.1 March 15, 2025
This update includes enhancement and bug fixes. The key enhancement included in this release is summarized below.Voice Gateway (v0.9.3-8)
Enhanced Diagnostics for Comprehensive Participant Tracking and Quality Metrics The Agents tab provides Agents and Supervisors with comprehensive call analytics. It displays key information for all participants, including their status (In-Call/Left), timestamps, and quality metrics (MOS, jitter, packets lost). This enhances troubleshooting by showing detailed call exit reasons and descriptions for each participant. Active participants are indicated with “NA” in the End Timestamp field, while External Agents are labeled with an “External Agent” tag, improving visibility and simplifying the debugging process.v11.11.0 March 04, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.LLM & Generative AI
Azure OpenAI GPT-4o Mini and OpenAI GPT-4o Mini Support The Platform now supports the GPT-4o mini model for various GenAI features. The model provides similar responses to GPT-4o at a lower cost and latency, balancing performance and efficiency for real-time applications. The integration does not include system prompts, but it can be used with custom prompts.Getting Started
Optimized Workspace Switching Experience The “Browse Workspace” feature has been optimized for a faster and more responsive user experience. Users can easily switch between their existing workspaces, which they are part of, or browse for other workspaces in the same domain and request access to a workspace.Flows and Channels
Voice-to-Chat Deflection The new Voice-to-Chat Deflection feature allows platform users to create conversation flows that seamlessly transition from voice interactions to chat-based interactions within the same context. This feature works only with Kore Voice Gateway Channels (Phone number or SIP Transfer). Key changes- The “Deflect to Chat” option is added to the Dialog Builder’s “Return to Flow” property with two deflection types - ‘Automation’ and ‘Agent Transfer’.
- The Flow Builder now includes a dedicated “Deflect to Chat” connection path and node type to handle the transition from voice to chat.
- Enhanced customer experience through optimal channel selection.
- Shorted resolution time by offering chat-based interactions when voice queues are long.
- The feature is fully backward-compatible with existing voice implementations.
Voice Gateway (v0.9.3-8)
Spanish Language Support for ElevenLabs Text-to-Speech Added Spanish language support through ElevenLabs Text-to-Speech integration. This enhancement expands our language capabilities and provides users with high-quality Spanish voice synthesis options. The ElevenLabs TTS engine option is available in the following locations when Spanish language is selected:- Start Flow
- Manage Preferences within the Voice Preferences section
- Start node
- Added comprehensive Spanish/Latin American voice portfolio
- All ElevenLabs Spanish voices are now available in the voice selection dropdown
voiceutils, enabling automated customer notifications for voicemail events.
- message: Before the voicemail is recorded, a customizable prompt, such as “Please leave your voicemail now,” is played to customers.
- beepRequired: It controls whether a beep sound plays after the prompt, signaling to customers that the voicemail recording is starting.
- transcriptionRequired: Enables/disables automatic voicemail transcription. When enabled, it generates text transcription upon recording completion.
- notifyUrl: Endpoint for receiving voicemail notifications.
Format:https://your-domain/endpoint - metaInfo: Customizable metadata included in notifications.
- Suspends transcription generation for customer audio.
- Suspends transcription generation for agent audio.
- Automatically resumes transcription when the hold state ends.
- Temporarily stops recording customer-side audio.
- Temporarily stops recording agent-side audio.
- Automatically resumes recording when the hold state ends.
- Start/Stop recording control
- Pause/Resume functionality
- Allow seamless IVR navigation without waiting for connection confirmation.
- Reduce disruptions caused by delayed network responses.
- Enhance agent experience by maintaining essential call controls at all times.
v11.10.0 February 12, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.LLM & Generative AI
Support for Provider’s New LLM in the Out-of-box Integration Framework With this update, platform users can leverage the latest LLMs as soon as they become available. The XO Platform now enables the immediate addition of new language models as system models within the out-of-box Pre-built Integration framework. Key benefits- Quickly access newly launched language models without waiting for the platform to make the new models available.
- Create custom prompts for new models from scratch or by importing an existing prompt from another model.
- Maintain platform security and authentication standards while eliminating integration delays.
Getting Started
Simplified Onboarding Journey and Customizable App Icons The XO Platform now offers a streamlined onboarding experience with simplified product selection, an improved signup flow, and an easy-to-follow Quick Start & Setup Guide. These changes help platform users get started faster, focus on what matters, and see value sooner. In addition, the platform allows users to personalize their app icons. They can select from a dropdown of preset icons and colors or upload a custom PNG or JPG icon up to 80x80 pixels in size.Billing & Payments
Usage Trends Enhancements for Improved Billing Insights The Usage Trends section now includes a new Billing Session Widget. This widget provides key metrics to help app users easily understand and manage their apps’ usage. The Widget includes- Consolidated view of billing sessions, voice sessions, and agent counts.
- Filtering by date range (24 hours, 7 days, 30 days, or custom).
- Clear graphical representation of usage trends.
- Hover tooltips for detailed data points.
- Automation AI Billing Sessions: 15 minutes of bot/app interaction.
- API Requests: Each triggered request is counted as a session.
- Voice Gateway Sessions: 15 minutes of voice interaction.
- Agent Count: Concurrent Agent Seats that the customers have subscribed to for the given time.
Kore Voice Gateway (v0.9.3-1)
Audit Log for ‘SIP Trunk Configuration’ Changes and Proper Failure Reasons The audit logs now record the following information when the SIP trunk configuration is updated.- Updated Time Stamp along with Time Zone
- Updated by
General Availability of a Key Feature
We are announcing the general availability (GA) of the DialogGPT Module to all our users.v11.9.1 January 25, 2025
This update includes only bug fixes.v11.9.0 January 05, 2025
This update include enhancement and bug fixes. The key enhancement included in this release is summarized below.LLM & Generative AI
Enhanced Usage Logs for Guardrails The Usage Logs now provide more comprehensive insights into guardrails performance and token consumption. These insights enable platform users to better track and analyze the effectiveness of their configured guardrails, identify patterns in breaches, optimize costs, and streamline the debugging process. Key enhancements- Failed guardrail tracking with identifiers and failure explanations.
- Analytics table for configured guardrails, outcomes, and risk scores
- Input and output token count monitoring.
- Expanded export columns, including guardrail risk scores and token counts.
Admin Console
Enhanced Get Bots API The Get Bots API now includes crucial authentication and security metadata for each bot, enabling better management and auditing. Key updates- Added fields to bot objects in API response: clientId, clientSecret, jtiClaimEnforced, and jweEncryptionEnforced.
- No changes to endpoint structure (backward compatible).
- Comprehensive bot details, including auth credentials.
- Visibility into per-bot security configurations.
- Streamlined management and compliance workflows.
App Settings
Auto-Save for App Profile Settings The platform now ensures consistent Auto-Save behavior across all configurations in the App Profile menu of the App Settings page. This update aligns the App Settings page with other areas of the platform, such as the Property Panel and NLP Training Configurations, offering users a seamless and intuitive experience. Key updates- Auto-save on blur for App Name, App Description, and other settings.
- Toaster messages to confirm the successful saving of changes.
- Special handling for renaming published apps.
- Removal of the Save button at the bottom of the page.
App Language
Japanese and Korean Language Support in the App (Beta) The platform has enabled Japanese and Korean language selection for the App, allowing platform users to access the app in their native language. Key updates- Language selection dropdown added to Profile, Login, and Signup pages.
- The “BETA” tag indicates the feature’s beta status.
- Dynamic translation of UI elements and content based on selected language.
- Improved accessibility for Japanese and Korean users.
- Consistent language selection across the app.
- Leverages existing backend localization for seamless translation.