The Convoso Cadence
The Convoso Cadence is where you can learn about recent enhancements, and feature releases. This Product update article also contains recent or popular Knowledge Base articles, and highlights of the Convoso application.
Contents:
Recently @ Convoso
We've had a lot going on here at Convoso, we are constantly innovating and improving our application to give you the best experience and service. Read on and learn more about our most recent updates and improvements throughout the Convoso system.
Click one of the links below to jump to that section and learn more:
What's New?
- Convoso for Salesforce
- Advanced Analytics
- Call Screening
- Ignite Health Score Dashboard
- Relocate Duplicates/Lead Deduplication
- Number Registry for Business Profiles
Small Changes Big Impact
- Queues API
- FTP Push for Call Logs
- Bulk Edit Agent Callback Options
- ACID List Filter Operators in Inbound Numbers
- With/In added to Workflow Event Multi-Select Fields
In the Agent Console
- Scripts Open Links in New Tab
- Campaign Settings Force Call Recording
- Agent Console Badge Notifications
Convoso for Salesforce
If you’ve been considering Salesforce as your CRM, we have good news! Convoso is now embedded directly in Salesforce, with real-time data sync, no tab switching, and the same Speed-to-Lead you know and love.
Interested in learning more? Contact your Convoso team today.
Already Have Convoso for Salesforce? Read more:
Advanced Analytics
Performance Analytics is Just the Start. Get the Convoso Advanced Analytics Dashboard today!
→ Maximize Performance Visibility by using Al-powered analytics to surface critical trends and anomalies in real-time - across agents, campaigns, and outcomes.
→ Access Real-Time Intelligence that identifies your top opportunities and risk areas; while surfacing actionable insights to drive immediate improvements.
→ Designed for both data-driven leaders and front line managers whether you're tracking KPIs at the executive level or coaching agents on the floor, Advanced Analytics adapts to your role and delivers the insights you need.
→ Simplified Pricing Model offers flat-fee pricing, providing you more predictable, value-aligned pricing giving all team members the focus they need.
Already Have Advanced Analytics? Read More:
Contact your Convoso Team to learn more.
Call Screening Detection
Call Screening features were released on iOS and Android in late 2025 and companies need to adapt to the behavior of Call Screening in order to make sure their calls go through to the intended recipient without being blocked or flagged.
Call Screening works by asking the caller to state their name and purpose for calling prior to the call recipient answering the call.
Convoso has released settings for detecting call screening and handling those calls, as well as the ability to track calls that detected call screening.
Call Screening in Call Logs
Call Screening Dispositions
New Dispositions have been added to System Dispositions specifically for Call Screening outcomes.
The goal is to enhance Call Logs by tracking specific scenarios related to answering machines and voicemails.
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AACS (Answering Machine After Call Screening):
Applies when call screening is detected with no interaction, leading to an answering machine/voicemail.
Purpose: To track calls with zero interactions between call screening and voicemail.
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AMCS (Voicemail Left After Call Screening):
Call screening is detected, there is no interaction, the call goes to an answering machine/voicemail, and a voicemail message is left.
Purpose: To track calls with zero interactions between call screening and left voicemail drops.
Call Screening in Adaptors
Apps menu → Adaptors option → View Adaptor page → Call Log Info section
A new Call Screening field has been added to Adaptor mappings so admins can map Call Screening values from Convoso Call Logs to a destination field in their API/integration.
Learn More:
Call Screening in the Agent UI
Campaign Settings page → Call Routing & Analysis tab → Detect Call Screening field enabled → Call in progress in Agent UI → Call Screening detected notification
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A text indicator will show to Agents when:
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An Admin has configured Detect Call Screening as either:
Route to Agent
Play a message then Route to Agent
AND when call screening has been detected.
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Learn More:
Ignite Health Score Dashboard
Blocked DIDs in Health Score Dashboard
The Blocked DID Summary section shows how many DIDs are blocked, with a link that runs a search to view the DIDs.
Blocked DIDs have a health score of 0 and are rejected by the carrier.
Ignite customers can now see how many DIDs have been blocked and easily run a query to see the list of DIDs, then remove those DIDs from ACID Lists.
Ignite customers have access to use the Blocked value in the Search Filters.
Non-Ignite customers will still be able to see the Blocked DIDs totals, but are only allowed to view limited data. Contact your CSM today for more info!
US Cellular included in T-Mobile Health Score
US Cellular is recognized as part of T‑Mobile
US Cellular traffic is included with T‑Mobile for both scoring and blocking.
Poor‑performing T‑Mobile DIDs are also protected from being used on US Cellular traffic.
Previously, US Cellular calls were treated as an Other carrier in Health Scoring.
Learn More:
Relocate Duplicates/Lead Deduplication
We've enhanced the Lead Upload experience with new deduplication controls to help manage duplicate Leads more effectively.
What's new:
Filter Duplicates Against Campaign Purpose:
A new option that lets you choose the scope for duplicate detection during upload.Rotate Duplicates to Inactive List:
When duplicates are found, you can now automatically move them to an inactive list instead of skipping or overwriting them.Deduplication Preferences::
Choose between Retain New (keep the newly uploaded lead as active) or Retain Both (keep both records) when rotating duplicates.Upload Summary & Logs:
The Upload Summary and Upload Logs now display Moved Leads counts with the ability to export them for your records.
When the same phone number is uploaded multiple times across a long-running campaign, it can result in excessive call attempts to the same person. These new controls give you visibility and flexibility to keep your lead lists clean, reduce redundant calls, and help protect your DIDs from carrier flagging.
Lead Duplication Settings
Lead Duplication Settings field added to the API Settings tab of the Global Settings page.
Lead Upload- Relocate Duplicate Leads
Users can apply deduplication preferences during Lead CSV uploads so they can ensure the correct Lead Record is retained and duplicates are moved to an inactive list.
Learn More:
Number Registry for Business Profiles
This gives Admins a dedicated Business Profile layer for Number Registration, so you can safely create, view, and manage how DIDs are registered per business.
With Number Registration you can register DIDs to Business Profiles and register them to those profiles via the Inbound Numbers page.
Learn More: Number Registration
Contact your Convoso Team for more info!
Learning Convoso
Small Changes Big Impact
Queues API
Update Agent Skills and weight for a Queue via API so they can automate frequent routing updates without manually editing each Agent in the Admin Dashboard.
Learn More: Update Agent Queue Skills API
FTP Push for Call Logs
The ability to select which fields to extract via the FTP Push process matching that available for Call Logs Report Exports.
Learn More: Create an FTP Push
Bulk Edit Agent Callback Options
New functionality has been added to the Users page that allows editing of Callback for options Agents in bulk.
Learn More: Bulk Edit Callback Options for Users
ACID List Filter Operators in Inbound Numbers
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The ACID List filter in Inbound Numbers now supports two (2) new operators:
Is Empty (returns DIDs with no ACID List assigned).
Is Not Empty (returns DIDs with any ACID List assigned).
Learn More: Manage Inbound Numbers
With/In added to Workflow Event Multi-Select Fields
A With/In Operator was added to multi-select Field options when configuring Workflow Events for Lead Fields & Call Data.
The With/In Operator was added to Multi-Select fields for the Lead Fields & Call Data Event in Workflow Automation.
This allows for a workflow that is triggered when a Lead matches at least one of the selected values included in the multi-select field.
Learn More: Types of Workflow Events
Convoso in the Know
In the Agent Console
Scripts Open Links in New Tab
Prevents Agents from accidentally navigating away from Convoso when clicking hyperlinks within Scripts, so they can follow script instructions without losing the platform during calls.
Admins no longer need to select Open in New Tab, all inserted links will now automatically open in a new tab.
Learn More: Create/Edit Scripts
Campaign Settings Force Call Recording
A post-transfer, control over call recordings. This campaign-level setting will override the Global Setting configuration, (when set to any option other than Follow Global Setting.)
Learn More: Configure Call Recording in Campaign Settings
Agent Console Badge Notifications
New badge notifications give agents clear indicators for new Broadcast Messages and Missed Calls, so they don’t miss time‑sensitive updates or follow‑ups.
Learn More: Agent Console Overview
Please contact our Support Team at support@convoso.com for any questions and assistance you may need.
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