Callmenta keeps evolving

Sales CRM is not visible for field teams in healthcare companies Bug fix

• Sales CRM is not being used in healthcare companies; instead, a patient card is used. The CRM line appeared in the field team's menu but would return an error when clicked. Now, that line does not appear at all in healthcare companies, and the Patients tab opens instead.

Store customers are now referred to as customers Enhancement

• In companies with the e-commerce module open, records are referred to as customers instead of buyers. The previous inconsistency—calling the same person 'customer' on the call screen and 'buyer' on the store screen—was causing confusion.
• In law firms, the term 'client' remains unchanged as it is part of the professional terminology, and in healthcare, 'patient' is also kept as is.

End-of-month conversion and sales report New feature

• Two new sections have been added to the CRM analytics screen.
• Stage-to-sale conversion: shows how many opportunities entering each stage converted to a sale and the conversion rate for the selected period. For example, the number of customers who test-drove and then purchased a vehicle can be seen at a glance.
• Who sold: breakdown of deal count and amount by the responsible agent for closed sales during the period.

Stages advance automatically from the actual record New feature

• You do not need to move the opportunity stage manually.
• When a test-drive appointment is opened, the opportunity moves to test-drive; when the vehicle is sold to the customer, it moves to sold. In legal matters, when a file is opened, a hearing is added, and the file is closed; in retail, when an order arrives and the customer makes a second purchase, the stage advances automatically. A completed meeting counts in every sector.
• Stages only move forward. A closed opportunity does not reopen with a late-arriving record; the lost decision is always provided by the user.
• Customer information has been added to the test-drive appointment; it is now recorded which customer tested which vehicle.

Sales funnel now operates by industry New feature

• The sales funnel is no longer the same across every industry.
• In automotive service, the stages progress as demand, test drive, quote, trade-in valuation, and sold. In a law firm, it moves through consultation, power of attorney, file opened, pending, and resolved. In a store, it goes through visitor, cart, order, and repeat buyer.
• For companies that do not use the industry module, the funnel remains as it was. If the industry module is enabled later, existing records are automatically mapped to the new stages, and no data is lost.

Call coaching notes no longer cut off mid-sentence Bug fix

• Call coaching notes were being cut off mid-sentence when they exceeded a certain length. The truncated portion was mostly the action item, which was the most useful part of the note.
• The limit has been extended; coaching notes now appear complete with strong points, development areas, and action items.

Customer card expands by sector New feature

• The customer card now displays additional information based on the module the company uses.
• In the automotive service sector, the customer's vehicles, license plate, mileage, service history, upcoming maintenance appointment, and vehicles of interest all appear on the same screen. Vehicles with approaching inspection, insurance, and periodic maintenance dates are also highlighted.
• In the law office sector, the client's litigation and enforcement files, request and collection amounts, upcoming hearings, and deadlines are listed within the card.
• In e-commerce, the customer's order history, total spend, shipment tracking, and open cart are included in the card.
• If a module is not in use, these sections do not open at all, and the card remains as it was before.

Screen sharing is now fully branded and KVKK-compliant Enhancement

• The screen sharing experience has been redesigned from the ground up: your customer no longer sees the meeting interface. Upon clicking the link, a simple page opens, carrying your company name and colors; sharing does not begin until the privacy notice is read and the consent box is checked. The camera and microphone never turn on, the call is not recorded, there is no remote control, and the customer can stop sharing with a single click. On the agent side, there is only a viewing screen.
• It can also be used when providing support via phone: the agent sends an invitation to the customer's email address using the "Share screen via email" button in the inbox; the email is sent with your company colors and an informational text. Every invitation is sent manually by the agent, links are unique to the individual, and they expire automatically after 90 minutes.

Visual improvements and screen sharing in live support New feature

• Formatting in the inbox is now consistent everywhere: bold, italics, and links appear on the agent screen exactly as they are sent to the customer (previously, formatting would appear raw after page refresh). Agents can use bold, italics, and link buttons while composing responses; formatting is translated to WhatsApp and Instagram in a channel-compatible way. The "Customer is typing" indicator now displays the profile photo.
• New plugin: Screen sharing. With a single click, the agent sends a secure meeting link to the customer; when the customer says "Share screen," the technical team can view the screen and provide guidance via voice and text. There is no control transfer, and the customer can stop sharing at any time. Links are unique to the user and time-limited, and meetings are conducted on our own servers.

Double messages resolved in live support, Messenger names now visible Bug fix

• Two simultaneous customer messages could cause closing and responses to be sent twice; this was resolved with a single-processor-per-chat rule.
• Customer names and profile photos from Messenger now appear in the inbox. In cases where the name cannot be retrieved, the assistant politely asks for the name at an appropriate point in the conversation and applies the provided name to the chat.
• Two touch-form templates for WhatsApp have been submitted for Meta approval: communication preference (this chat / phone / email) and call-time selection. Once approved, customers will be able to make selections with a single touch even when the 24-hour window is closed.
• Additionally, a ready-to-respond mode has been enabled for the AI engine during daytime hours: between 09:00-19:00, the assistant responds within seconds; for messages arriving at night, there may be a brief preparation time for the first response.

Channel Integration and Payment Screens for SaaS Admins New feature

• SaaS admins with live support in their package can now access the "My Channels" screen via the left menu to connect their WhatsApp, Instagram, and Facebook accounts; previously, the screen was inaccessible as it did not appear in the menu.
• Additionally, the Payment Status screen is now open to SaaS admins: they can track payments and send notifications with a single click using the receipt reference when making bank transfers/EFT. Subscription payments via card are already handled through the Subscription screen.
• WhatsApp connection methods have been added to the live support user guide: step-by-step instructions are provided for connecting an existing account, fresh installation, and manual key entry.

WhatsApp one-tap connection: account selection improved Enhancement

• When connecting to WhatsApp via one-tap with Meta, newly created or shared WhatsApp Business accounts are now automatically detected during the connection process. Previously, only the first account owned by the business was attempted, which caused some numbers to fail to connect.
• Note: Accounts whose numbers were previously registered with the WhatsApp API are not listed in the one-tap flow due to Meta's policy; customers in this situation can establish the connection manually via key entry or with the assistance of our support team.

Cleaner appearance in WhatsApp and Instagram messages Enhancement

• Bold text in WhatsApp messages is now displayed using WhatsApp's native formatting; asterisks are completely removed in Instagram and Messenger. Previously, your customers saw these symbols as they were.
• Emojis and decorative characters at the beginning of Instagram names have been cleaned from greetings and panel view. The issue where the chat close button overlapped with the timestamp in the inbox has also been resolved.

Chat Closure and Satisfaction Survey Working Reliably Bug fix

• The closing flow for live support sessions with the AI assistant has been fixed. Now, when a customer says "close" or bids farewell, the session closes in every case and the satisfaction survey is automatically sent; previously, some sessions remained open and the survey was not sent at all.
• Additionally, the assistant no longer accidentally triggers a transfer offer to the agent while explaining that the survey will be sent automatically, nor does it repeat the same sentence consecutively.

Touch Options and Profile Photos in Chats New feature

• In WhatsApp, Instagram, and Facebook chats, your customers can now make selections with a single touch instead of typing: how they prefer to be contacted, preferred call time, and conversation closure confirmation can all be answered with one tap. Customers requesting a callback can see a small form in the web chat to provide their preferred day, time, and phone number.
• Additionally, profile photos of Instagram and Facebook customers now appear in message bubbles within the inbox, and customer names are automatically updated in WhatsApp chats. Agents can see which options have been presented to the customer on their own screen.

On-call assistant responds faster Enhancement

• The response time of the AI assistant, which activates during offline hours, has been reduced. The assistant now completes pending messages in seconds; your customers wait less after the greeting message.

Transfer to live support team only in chat Bug fix

• The user list in the Transfer Chat window has been updated. Now, only team members who can access the live support screen are listed; roles unrelated to the support process and test accounts cannot be transfer targets.

Legal and Collection Setup Bug fix

• Companies selecting the Legal / Collection sector during setup are now also recommended the law firm and client card modules. Previously, only collection was opened, leaving the case file and hearing calendar outside the scope.

Attorney Reminders New feature

• A reminder section has been added to the file screen. You can set a date and time and leave a note for petition deadlines, response preparation, or payment tracking, and assign the reminder to yourself or a colleague.
• For scheduled hearings, a reminder can be set with a single click; you can choose the duration yourself. When the time comes, the reminder will appear on the panel; no email is sent. Reminders cannot be set for a past time.

CRM Meeting Scheduling Page Restored Bug fix

• When navigating from a customer card to the meeting scheduling screen, the page failed to load and returned a server error. The screen has been fixed; user selection, date range, and available time slots are now functioning correctly.

Field team now available as a standalone add-on New feature

• Field team management was previously only available within the Suite and Enterprise plans. Companies using Go or Connect that needed to deploy field teams couldn't access this feature; the only option was to upgrade to a higher plan.
• Now, the field team can be purchased as a separate add-on. It remains included in the Suite and Enterprise plans, so nothing changes there.
• The add-on unlocks field agent cards, team definitions, visit calendars, task assignment, route planning, and task maps. Mobile signature, photo proof, and region management are optional; you can enable them from the module screen if needed, or keep your menu clean if not.
• The comparison table on the pricing page has also been updated: in the Go and Connect columns, field team and proposal management now show as "add-on" instead of "not available."

Unanswered calls are instantly routed to agents as tasks New feature

• Customers who can't reach you by phone no longer get lost.
• When an incoming call goes unanswered or a customer hangs up while waiting in queue, the system immediately creates a callback task for an available agent. The task is assigned to the agent with the fewest open tasks; if the agent who missed the call is on the line, they get priority.
• Calls abandoned while waiting in queue are marked separately and routed with high priority. These calls do not count as unanswered calls for the agent, because the call never reached them.
• The call is not initiated automatically. A task card appears in front of the agent, and the agent initiates the call themselves.
• If the same number calls multiple times in a short period, only one task is created, preventing the list from being flooded with duplicate records. No task is created for excluded numbers. If no agent is available, no task is fabricated; the record remains visible on the unanswered call distribution screen.
• This behavior works independently of your telephony provider.

Order bar in live support Enhancement

• When a customer is linked to a CRM card in a live support chat, the agent can now see recent orders, tracking number, and an incomplete cart directly from the chat screen. There is no need to switch to another screen to answer the question "Where is my order?" It uses the same appearance as the bar in the call screen and refreshes itself as long as the chat remains open. The bar is not visible in companies where the e-commerce module or order tracking is disabled.

Business Intelligence for E-Commerce New feature

• Companies with a store link can now view their buyers grouped by purchasing behavior. The system scans orders nightly and segments buyers into champions, loyal, potential, new, dormant, at-risk, and lost; it calculates the average order interval, expected next purchase date, and churn risk for each buyer.
• Products frequently purchased together in the same basket are also extracted. The frequency of co-purchasing beyond random chance is measured, and cross-sell recommendations are based on this metric.
• CALLAII interprets these numbers and prepares campaign suggestions. Each recommendation includes the data source it is based on. Suggestions are drafts: no messages are sent automatically, no campaigns are launched without your approval—the final decision rests with you.
• This feature opens under the Business Intelligence section of the E-Commerce module.

User-Based Permissions Enhancement

• Permissions can now be configured on a per-user basis within the panel.
• Three screens that directly affect the company's AI assistant (playbook creation, adding documents to the knowledge base, and exposing files to the AI) are enabled only for administrators by default. Since changes made in these screens affect the responses received by the entire company, it is more appropriate to grant access only to those who need it.
• Users without permission do not see these items in their menu at all, and even if they manually enter the address, they cannot access them. This ensures that everyone sees only the screens relevant to their work, simplifying the menu.
• Voice recording playback permission remains enabled for administrators and supervisors.

Legal, Academy and New Package Options New feature

• Three new options have been added to the packages.
• Legal add-on.** Case and enforcement file tracking, hearing schedule, client card, meeting appointment, file expense and attorney fee tracking. Comes with attorney availability calendar.
• Legal and collection add-on.** A single package for firms that also handle enforcement tracking; more cost-effective than purchasing separately.
• Academy.** Single sign-on access to Callmenta Academy courses for your team, with exam, certificate, and progress tracking. An instructor-led academy service is also available for teams requiring live classes with an instructor.
• Additionally, SMS, Connect, and higher-tier packages now include these features; you can now send appointment and collection reminders without purchasing separate add-ons.
• The satisfaction survey has also become a call center capability. For companies not using the survey, the relevant screens no longer appear, simplifying the panel.

Health Field Team Deepens New feature

• The Health Field Team plugin has deepened. Home care visits are no longer just a list; they now have their own navigation bar and five new screens.
• New Features:
• Visit calendar: You can view the entire month; clicking on a day opens that day's list. Periodic visits generated from the care plan appear with their visit number.
• Care team card: A single page displays a staff member's productivity, today's visits, pending closures, assigned care plans, visit history, and comparison with the organizational average.
• Health field analytics: Period-selectable. Includes visit count, completion and on-time closure rates, productivity per person, team and region distribution.
• Care plan compliance: Shows how many periodic visits generated from the plan were actually completed. Visits that are overdue but not closed are separately counted as missed.
• Daily route: Sorts home visits for a day in the shortest order and provides an estimated arrival time. You cannot arrive early at a stop with a scheduled appointment time.
• Patient card field strip: The patient's home care visit history, which plan it belongs to, and the visit report are now visible from the patient card.
• Additionally, four features can now be toggled on or off individually: daily route, visit map, care teams, consent and transaction form. A disabled feature's screen does not appear in the menu, and it cannot be opened even if the address is typed manually.
• Home care visits and sales and technical service visits do not intersect on any screen. This separation is established by the data itself, not user permissions; patient names and addresses do not appear in the sales team's lists.
• The plugin's user guide has also been published.

Field Team Moves to Its Own Section New feature

• The field team now operates within its own dedicated section. The menu includes the Field Operations heading with the following screens: dashboard, visit calendar, field agents, daily route, task map, teams, and analytics.
• Field dashboard.** Displays who went where today, past visits for the planned day, and tasks not yet assigned to the day on a single screen. Next to it, it shows how many open visits each person carries and the closure graph for the last seven days.
• Visit calendar.** Visits appear distributed across the monthly calendar. You can select a day to add a visit directly and assign a field agent and team. When you enter an address, the location resolves automatically; the map and route use this data.
• Field agent card.** A single page that tells the story of a person in the field: today's route, visits awaiting closure, visit history and reports, production for the last six months, visited regions, and a comparison with the company average.
• Field analytics.** By selecting a period, you can view visit count, completion rate, production per person, team production, regional distribution, and on-time closure rate. If there is no data to measure, it is left blank instead of showing zero.
• Daily route.** Sorts a person's daily visits by the shortest path, provides an estimated arrival time for each stop, and shows how much extra travel would be required if visited in chronological order. An appointment time stop cannot be arrived at early.
• Selectable capabilities.** Not every team uses everything. Route planning, task map, mobile signature, and photo proof with region management are enabled or disabled at the company level. Disabled menu items are hidden, and the field does not open when an address is entered manually.
• Regions.** You can define regions as districts, lines, or neighborhood groups and link both visits and field agents to them. The analytics show which region carries the load.
• Home health and patient transport visits do not appear on these screens; they remain in a separate section.

Kanban Board New feature

• Two modules have been added to the Kanban board. Tasks and files are displayed in columns on a single screen.
• In Automotive, columns are: Open, In Progress, Pending Parts, and Completed. Each card includes license plate, complaint, technician, and amount. The column header displays the number of tasks and total amount at that stage.
• In Legal, columns are based on case stages: Opened, Pending, Decision, Appeal, Cassation, Enforcement, Closed. Files with approaching statute of limitations appear with a warning badge at the top of the card.
• When the stage is changed from the card's list, the record moves to the new column; items, amounts, and notes are preserved.
• To prevent clutter, the board displays tasks completed in the last 30 days and files closed in the last 90 days. All items remain in their respective lists.

Work Order Form and File Report (PDF) New feature

• Two printable documents have been added to the modules.
• The Form button on the work order card opens the service work order as a PDF: vehicle details, complaint, work performed, line items and amount breakdown, with signature fields for the issuer and recipient at the bottom.
• The File report button on the file card opens the legal file as a PDF: file details, financial status, hearing list, expense and collection items.
• Both documents use the same font as the proposals and contracts; Turkish characters are rendered correctly, and the PDF is searchable.
• These documents are informational outputs; they do not replace invoices or official documents.

Fee Schedule New feature

• A fee schedule has been added to the Legal module. You define attorney fees, court fees, expert witness fees, and frequently used expense items once.
• When entering expenses and collections on the file card, a "Select from Schedule" list appears. Upon selection, the type, amount, and description are automatically filled.
• You can disable an item; historical records remain intact, and the item will not appear when entering new records.

Service and Parts Catalog New feature

• A catalog has been added to the automotive service module. You define your frequently performed tasks and used parts once: name, type, code, unit price, and labor time.
• The work order card now includes a "Select from Catalog" list. When you select an item, the name, type, and price are automatically filled, so you don't have to type them manually every time. You can still make changes on the line if needed.
• Instead of deleting an unused item, you can deactivate it; it won't appear in new work orders, but past work orders remain intact.

Collection and Legal on a Single Surface Enhancement

• When both Collection and Legal plugins are active, they now operate as a single surface. The Collection dashboard opens from within the Legal menu, rather than existing as a separate menu item.
• In the client card, case files, collection files, and conversations were already together; the menu now aligns with this.
• Only companies using Collection will see their screens exactly as before, with no changes.

Office Analytics New feature

• An analytics dashboard has been added to the legal module. Users can select a period: this month, last month, last 3 months, or this year.
• The dashboard displays the number of files opened and closed during the selected period, file distribution and amounts by stage, and collection rate. Expenses, court fees, expert fees, and attorney fees are aggregated separately; uncollected attorney fees are tracked independently.
• The attorney report lists how many files each attorney has, their number of open cases, and their total collections. Hearing counts are distributed by the attending person, not by the file owner.
• Hearing results include postponement rate and the number of inconclusive hearings. Inconclusive hearings are counted independently of the period: a hearing carried over from last year is still considered current work.
• Important: collections are counted based on the transaction date. Money received this month from a file opened years ago is credited to this month.

Service Analytics New feature

• An analytics screen has been added to the automotive service plugin. Time periods can be selected: this month, last month, last 3 months, or this year.
• Revenue is displayed separately for labor and parts, with discounts shown individually. Average basket value per work order and average service duration per vehicle are calculated.
• The technician report lists how many jobs each technician completed, their produced labor, and average duration; unassigned jobs are grouped in a separate row, and revenue is not underreported.
• Top jobs are extracted from work order line items. Appointment arrival rate and towing durations are also available on the same screen.
• Important: revenue is counted based on the work order closing date. A job closed at the end of the month is recorded in the month it was closed, not the month it was opened.

Client Meeting Calendar New feature

• A monthly calendar for client meetings has been added to the legal module. Meetings are provided directly from the calendar: client, type, date, duration, and the attorney involved.
• If the availability calendar is open, rescheduling cannot exceed the hours marked by the attorney; shifting to a closed hour is rejected.
• Service appointments and client meetings are maintained on the same infrastructure but do not see each other; clients do not appear in the service calendar, and vehicles do not appear in the meeting calendar.

Service Appointment Calendar New feature

• A monthly appointment calendar has been added to the automotive service plugin. The calendar displays the number of appointments and the first records for each day; clicking on a day opens the list for that day on the side.
• Appointments are scheduled directly from the calendar: vehicle, date, duration, and subject. When a duration is entered, the end time is automatically calculated.
• When rescheduling an appointment, the end time shifts while preserving the duration. When the vehicle arrives and is marked as completed, the hours are recorded. The vehicle owner can be called from the list with a single click.

Performance criteria simplified Enhancement

• The list of performance criteria has been simplified.
• Criteria that do not apply to your company have been removed. Companies without a field team will no longer be assigned field visit, promotion, or technical service criteria. Previously assigned criteria have been cleared; no criteria with measured values have been deleted, only deactivated.
• Criteria are now organized into three sections. Core criteria are the primary metrics for the role and appear first on the screen. Advanced criteria are breakdowns or complements of these metrics and are expanded only when needed. Team-wide metrics are the result of queue and roster management; since they cannot be changed by an individual, they do not appear on personal performance pages.
• The criteria screen is now divided into collapsible groups per role. You can select multiple criteria at once to activate, deactivate, or delete them.

Lawyer Availability Calendar New feature

• Lawyers in the law firm mark their weekly available days and hours. A personalized link is generated for each lawyer; they can select their hours from their phone without logging into the panel. Two separate slots can be entered per day, with the lunch break expressed this way.
• The representative can only schedule client appointments within these slots. If the appointment is moved to the end of the slot, it is not accepted; appointments cannot be scheduled for lawyers who have not marked their availability.
• The availability dashboard shows who has filled in their slots and who is waiting. A reminder can be sent to those who haven’t filled in their slots with a single click; reminders are not sent to those who have been reminded recently.

Towing Service New feature

• Towing tracking has been added to the automotive service module. The screen is hidden in services that do not provide towing, and it is selected during setup.
• A request can be opened for a stranded vehicle: license plate, reason, caller, pickup location, and drop-off location. If the license plate matches a registered vehicle, the request is automatically linked to that vehicle card and its owner.
• When a technician is assigned to the request, the dispatch time is recorded; pickup and delivery times to the service are also logged. The list displays the elapsed time since the request was opened, and the caller can be contacted with a single click.

Bank and Asset Company Receivables Portfolio New feature

• Receivables packages transferred from a bank, asset management company, or institution are now recorded as portfolios.
• In each portfolio, the principal and transfer price are tracked separately, and the transfer ratio is calculated from these two values. When files are linked to a portfolio, the recovery rate is automatically read: the ratio of the amount collected from the portfolio to the transfer price. This allows you to see at a glance which package is profitable.
• If the collection add-on is enabled, the two work together; receivables are first tracked as collection files, and when they proceed to legal action, they can be linked to a lawsuit or enforcement file on the same client.

Client Card and Meeting Appointment New feature

• The client card is not a separate record, but the customer card itself. This way, the same person's calls, meetings, files, and collections are gathered in one place.
• All of the person's files, hearing history, collection files, and meetings appear in a single flow on the client card. Meeting appointments can be scheduled directly from the card: initial meeting, client meeting, signing and documents, or telephone call.
• If the client's phone is registered, they can be called with a single click from the file card and hearing calendar.

Law Firm Add-on New feature

• The law firm add-on opened with its own screens.
• Lawsuits, enforcement, and consultancy files are consolidated into a single list. In the file card, hearings, expenses, and file information are organized into separate tabs. Hearings, inspections, expert reports, sales, seizures, and deadlines are all maintained in the same calendar; when a hearing is postponed, the next hearing is automatically scheduled with a new date.
• The dashboard first highlights risks: hearings with expired dates but no entered results and files approaching the statute of limitations appear at the top.
• Expenses, fees, expert fees, attorney fees, and collections are all kept in the same list. The sum of collection items forms the total collected amount of the file, and it is not entered manually. Uncollected attorney fees are aggregated on the dashboard.

One-click call to vehicle owner Enhancement

• In the service dashboard, vehicle list, and vehicle card, the vehicle owner's phone number is now clickable. If your phone app is open, the call starts directly from there; otherwise, the device's native dialer opens.
• No need to manually dial the number when making calls for maintenance reminders and insurance renewals.

Insurance policy and claims history New feature

• Policy and claims tracking has been added to the vehicle card. Traffic and casco policies are maintained separately; insurance company, policy number, agent, start date, end date, and premium are entered.
• When a policy is added, the vehicle's insurance expiry date is automatically renewed based on the policy at the latest, and the list of vehicles with approaching insurance on the service dashboard is populated from this.
• Claims history is maintained separately: accident, glass, hail, theft, and scratch records, along with the file number if covered by insurance. Claims not repaired at the service center can also be recorded.

Vehicle Card and Work Order Card New feature

• In the automotive service module, every vehicle now has its own card. Clicking on the license plate opens the vehicle's profile, owner, maintenance horizon, inspection and insurance status on a single screen.
• In the service history tab, work orders, appointments, and damage records are listed in a single stream, sorted from newest to oldest. You can see at a glance what was done to the vehicle, who handled it, and the total cost.
• Work order cards have also been introduced. Line items are entered with description, type, quantity, and unit price; labor and parts totals are calculated as you type. Discounts are deducted from the subtotal, and VAT is calculated on the discounted amount. The assigned technician is linked to the work order, and when the exit mileage is entered, it is recorded on the vehicle card, with the next maintenance threshold set based on this mileage.

Uploading Word, Excel, and PDF Files to Knowledge Base, Extracting Content from Websites New feature

• The knowledge base page has gained three new capabilities.
• Directly upload Word, Excel, PDF, and presentation files**
• Now you can upload more than just plain text; Word (.docx), Excel (.xlsx), PDF, PowerPoint (.pptx), OpenDocument (.odt), and RTF files are supported. When a file is uploaded, the text is automatically extracted and converted into a well-structured document, preserving headings and tables. The file size limit is 25 MB.
• Preview and edit content before adding**
• Extracted text from uploaded files is not written directly to the knowledge base. It first waits in the "Pending drafts" section; you can open and read it, correct any incorrect or missing lines, and then approve it. No unapproved content is shared with the AI.
• Extract content from websites**
• You can provide a web address and crawl its pages. Menus, buttons, and repetitive sections are filtered out; the remaining information is converted into a structured document with headings. The result waits as a draft and is added to the knowledge base only when you approve it.
• Bulk delete and download**
• Selection checkboxes are now available in the document list; you can select multiple documents and delete them all at once. Each document can be downloaded in Markdown, plain text, or PDF format.

CALLAII Support Evaluation and Coaching New feature

• CALLAII now evaluates not only phone calls but also the support side.
• Support Ticket Quality Score
• When a support ticket is marked as resolved or closed, CALLAII reads the ticket's opening text and note flow to score the quality of the resolution. The output includes a brief summary, strengths, improvement suggestions, and risks such as reopening. SLA violations are evaluated separately from resolution quality; the expected response time for customer replies is not recorded against the agent.
• CALLAII Fills the Evaluation Form
• There is a pre-evaluation button with CALLAII on the call, live chat, and support ticket evaluation screens. CALLAII scores each criterion in the company's own form based on evidence read from the transcript, providing a brief justification and quote. You can apply the suggestion to the form with a single click or ignore it. The final approval and publishing of the score always remain with the evaluator.
• Coaching Now Covers Support Work
• CALLAII coaching plans now collect evidence from chats and support tickets: resolution rate, reopening, SLA compliance, chat quality average, and weakest examples. For technical support teams, coaching now focuses on resolution quality rather than phone calls; agents who do not make calls no longer receive "no data" reports.
• Scope Settings
• Chat analysis, support ticket analysis, and form pre-evaluation settings can be enabled or disabled separately in the settings screen. Each operates within company boundaries; one company's criteria, instructions, and records do not transfer to another company. Personal data (phone, ID, IBAN) is masked before being sent for evaluation.

Chat and Support Request Evaluation New feature

• The evaluation screen is no longer limited to calls. Administrators can now score live support chats and support requests using the same quality form.
• The pool of evaluable personnel has expanded: in addition to agents and field teams, technical support, supervisors, and management can now be scored.
• When evaluating chats, the entire conversation is visible on the same screen; for support requests, the request content and notes are also displayed, eliminating the need to navigate to another page for scoring.
• The technical support team can view their scores under the "My Evaluations" section in their own menu and can file an appeal if necessary.
• A new filter has been added to the evaluation list: call, chat, and support request records can now be filtered separately.

Business card reading has been renewed Enhancement

• Business card scanning has been rewritten from scratch. Cards are now read on our own servers instead of in your browser, and the extracted information is reviewed and corrected by CALLAII.
• What changed:
• Turkish characters are now recognized correctly. Previously, errors such as "istanbul" instead of "İstanbul" or "BiLişim" instead of "BİLİŞİM" were common. The card passes through two separate readers, and where they disagree, CALLAII inspects the image and makes the call.
• Tax numbers are validated. The read number is checked against the official checksum rule; if it fails, a warning is shown before saving. Phone numbers are normalized to a single format, and mobile vs. landline distinction is done automatically. Invalid email addresses are flagged.
• City and district are written into separate fields, and the tax office name is stripped of its suffix.
• Scanning is faster. Previously, a ~10 MB reading engine was downloaded to your browser; this has been completely removed. The page loads faster, and scanning from a phone uses less data.
• The card photo is not sent to any external service; reading is performed on our own servers.

Live support screen redesigned Enhancement

• We have redesigned the live support inbox from scratch.
• The chat list is now more readable: visitor name, last message, and timestamp are visible at a glance, with chat status indicated by colored badges. If the visitor is currently on the page, a green dot appears next to their name, and pending replies are shown with a numerical count.
• Messages are displayed in speech bubbles. Incoming and outgoing messages are aligned to opposite sides, with the visitor's initials next to incoming messages. Messages from different days are separated by "Today," "Yesterday," or a date strip. A typing indicator with three dots appears when the visitor is typing. The customer's read receipt is shown below the last message.
• A search box has been added to the chat header; you can filter messages by typing in long conversations.
• The reply area has been reorganized, with file attachment and send buttons made more prominent. Quick template buttons are now legible across all themes.
• The entire screen adapts to your selected theme. Text and badge colors are adjusted to meet readability standards in both light and dark modes. On narrow screens, columns stack vertically.
• The visitor chat window has also been redesigned. Message bubbles are softened, support team messages feature an initial badge, date strips separate different days, and a typing indicator with three dots appears when the other party is typing.
• Since you choose the widget color, the text color on top of it is now automatically calculated. When a dark corporate color is selected, header and button text turn white; for light colors, they remain dark. No manual adjustment is required.
• The alignment issue in the chat initiation form has been fixed; field labels now sit above their respective boxes. The full-screen chat window is centered on wide screens.
• The command center screen has also been overhauled. Card titles now correctly display Turkish characters, and graph and bar colors are derived from your selected theme.
• Sample code boxes on the live support code page were unreadable in dark mode; this has been fixed.

Headlines More Readable on Mobile Enhancement

• Handwritten-style emphasized headlines were not sufficiently legible on small screens due to their yellow tone. On mobile devices, they now switch to a darker tone; the appearance remains unchanged on desktop and dark mode.

Site-wide accessibility improvements Enhancement

• We have reviewed all public pages on the site for accessibility from end to end.
• What has changed:
• Color readability: Light-colored text on yellow backgrounds in dark mode and faint small headings have been corrected. The version badge and privacy link, which were unreadable in light mode, have been redesigned.
• Form fields: All fields in contact, demo request, and early access forms now work properly with screen readers. Country code selection and phone fields have been separately labeled.
• Keyboard navigation: The extensive comparison tables on the pricing page and the roadmap bar can now be scrolled via keyboard. Hidden cards in card stacks have been removed from tab order.
• Page structure: Heading order has been standardized across the site, and footer and section headings have been corrected. The live chat box is now defined within page regions.
• Inline links are now distinguished not only by color but also by underlining.

In-Dashboard User Guide for Modules New feature

• A user guide has been added for the Health, Automotive, Collection, and SMS modules. You can access the guide via the Guide button on the module's own screen or from the User Guides section in the menu.
• Each guide explains the module's screens, daily workflow, role-based permissions, and common pain points. It is printable. Only the guides for modules enabled in your company will be listed.

SMS is now managed as a separate add-on Enhancement

• SMS sending and recording screens are now linked to the SMS add-on. In companies without the add-on, these screens do not appear in the menu.
• Sending rules remain unchanged: scheduled reminders are disabled by default, and the system does not send messages automatically unless enabled. Access for existing users is preserved as is.

Login flow in desktop application Bug fix

• When you tap "Log In" in the desktop phone app, the browser opens, but after logging in, the confirmation screen does not appear and the app fails to connect. Since you are redirected to the clipboard after login, the connection screen disappears.
• Now, after logging in, you are returned directly to the confirmation screen and can connect with a single tap. There is no longer a need to force a re-login from the tray.

Webhook address auto-generated for new call centers Bug fix

• When a new company is added to the Netsipp call center, the webhook address to be provided to the call center is now automatically generated. Previously, this address was only created for old-type call centers; for new types, it had to be entered manually, and if forgotten, calls could only be captured via regular polling.

New plans and pricing page now live New feature

• The plan structure has been simplified. There are now four plans: Go, Connect, Suite, and Enterprise. Industry-specific solutions are no longer separate plans but an add-on option for your existing plan.
• The pricing page has been rewritten from scratch. You can now view monthly and annual pricing side by side and switch between currencies. We have also added a clear comparison table with competitors' published list prices; source links remain in the table.
• Call analysis is now unlimited. Every call generated in your system is transcribed, analyzed, and reports are produced without limits.
• To clarify one point: your customer does not speak to AI. A human always handles the conversation, with AI working behind the scenes for the agent.
• On-premise installation is now available across all four plans. The system, managed by our expert team, is tailored to your operations for consulting and the agent team add-on.