Product updates

For end customers

Two new phone integrations: 3CX and Xelion

Alongside the existing integrations, you can now also connect directly with 3CX (with the same capabilities as the Elevate integration) and with Xelion. You'll find this under Agent → Telephony.

Zendesk: automatic ticket per call

After every call, the agent automatically creates a Zendesk ticket for a new caller, or updates an existing ticket for a known caller. You decide whether and how this happens for known and unknown callers, and which data from the call analysis (summary, sentiment, topics) goes into the ticket. In the call history you'll immediately see a clickable link to the ticket. You'll find this under Agent → Tools → Zendesk.

New: Tasks

Got a question or comment about a specific call? Turn it directly into a task for the Ipster team from the call detail view. You'll see replies and progress under "Tasks" in the menu.

New public status page

Via the status page you can see the platform's current status at a glance.

Usage made clearer

• "This month" and "History" have been merged into one overview: the monthly overview is now a collapsible panel at the top, collapsed by default.
• Columns in History are now fully customizable: add, remove, and reorder them, including based on your own data (e.g. a "Branch" column). Your preference is remembered, and filtering on such a column now works via a dropdown of the values that actually occur.
• Added a search bar to the agent dropdowns in Usage and Insights.
• Call history now also shows when the agent itself ended the call, with an overview of all post-call actions per call.

Smaller improvements

• The emergency number now supports {{tag}}, so you can route to a different emergency number per branch.
• Knowledge base URLs are now automatically checked overnight for changes.
• You can now create a knowledge base directly from the agent settings.
• Chat and WhatsApp conversations that go unanswered are now automatically closed after 10 minutes (was 30).
• Pronunciation overrides (e.g. for brand names) now also apply to the fixed opening line.
• HubSpot: meeting confirmations now go to the caller's already-known email address, instead of sometimes going to a made-up one.
• The save/publish bar at the bottom of agent settings scrolls along again on larger screens.
• Bug fix: changes to tools could get lost if you forgot the separate per-tool save button. This is now automatically included in "Save as draft" and "Go live".
• Bug fix: in rare cases, an active call could be incorrectly cut off after 90 seconds.
• More stable calls thanks to improvements to the greeting, hangup detection and transfer detection.

For partners

• Tasks across your whole customer portfolio: as a partner, "Tasks" now shows not just your own tasks, but an overview across all your customers.
• No prices by default for new accounts: new customer and partner accounts you create now show no prices by default (per-minute price, model costs, chat). Want to show this for a specific account? You can turn it on yourself.
• Public API expanded: post-call extraction fields and event webhook payloads are now available via the API, and /phone-numbers also returns a number's nickname and inbound webhook URL.

Emergency number on outage

You can now set an emergency number per agent. If a technical issue ever prevents the AI assistant from continuing mid-call, the caller is automatically transferred to this number instead of losing the connection. You'll find this under Agent → Behaviour → Emergency number.

Mandatory from September 1

From September 1, 2026, two-factor authentication (2FA) is required for everyone who logs in to the platform. This keeps your account better protected, even if your password is ever leaked.

Reminder when you log in

Haven't set up 2FA yet? You'll see a banner at the top with a direct link to set it up. Not ready yet? Feel free to dismiss it: it'll simply come back the next time you log in, until 2FA is active. You'll find this under Settings → Security → Set up 2FA.

Smaller improvements

• Topics and tags on conversations (like "Schedule appointment" or "Outstanding invoice") are now nicely capitalized on the Wallboard, in Usage and in Insights.
• The menu now shows more precisely only the items that are relevant to your account.
• Partners: organization-wide API keys are now managed via the Partner Portal → API keys, instead of your personal settings.

Protect sensitive customer data

You can now equip your agents with privacy and safety guardrails. Everything is off by default — enable what you need per agent. Find the settings under Agent → Advanced → Privacy & guardrails.

PII redaction

Sensitive caller data — BSN (citizen service number), IBAN, credit card, email address, phone number and date of birth — is automatically masked in the stored transcript, call logs, conversation analysis and outgoing webhooks. Instead of the actual value you'll see [BSN] or [DATE_OF_BIRTH]. The agent continues to work normally during the call; only what is stored and shared is protected.

Detection is precise: a BSN is validated with the eleven-test, an IBAN with the mod-97 check and a credit card number with the Luhn algorithm, so random digit strings are not unnecessarily masked. You choose per category what gets masked, and you can add your own patterns via a regular expression — useful for file numbers or internal customer IDs.

Also keep data away from the language model

Go one step further: you can also mask selected categories before they reach the language model. This setting is category-selective — for example, you can redact a date of birth from storage while keeping it visible to the agent so identity verification continues to work. Off by default.

Identity verification without the AI seeing the value

The new tool "Verify identity" lets the agent check a value — such as a date of birth — without the language model ever seeing it. The caller speaks the value, the platform compares it in code to the expected value (for example from your CRM), and the agent only hears whether it matches or not. Comparison is flexible: "March 12, 1985", "12-03-1985" and "1985-03-12" are treated as equal. This combines thorough verification with maximum privacy.

Find the tool under Agent → Tools → Verify identity.

Manipulation protection

Enable protection so your agent cannot be talked out of its role. The agent ignores attempts to change its instructions, reveal its internal workings, or impersonate another system.

Abuse filter

Limit abusive or threatening behaviour. Choose whether the agent calmly sets limits and continues, or politely ends the call after a warning.

Important notes

• Redaction applies to text (transcript, logs, analysis, webhooks). The audio recording still contains the spoken value.
• Phone numbers of the caller and called party are not redacted, as they are operationally required for callbacks or CRM lookups.
• Settings apply to new conversations from the moment you enable them.

What's new

We've shipped a lot over the past two weeks. Here are the main new capabilities, and where to find them.

Live monitoring, coaching & takeover

Follow ongoing calls live with almost no delay, listen in, give the AI agent instructions during the call (a silent hint, a persistent instruction, or an exact phrase to say), and take over the call yourself when needed, then hand it back to the AI. You'll find this under Dashboard → Live conversations and on the Wallboard via the Monitor button on an active call.

Outbound calling via webhook

Have an agent dial out automatically from an external system (Zapier, n8n, your CRM or a form) with a single webhook URL, including information the agent uses in the call via variables. You'll find this under Agent → Telephony → Outbound via webhook.

Payt integration for debtor management

Agents can call debtors about open invoices, discuss payment arrangements and automatically write the outcome back onto the dossier in Payt (outcome, summary, promised payment date, proposed arrangement). You'll find this under Agent → Tools → Payt.

Mitel CX telephony integration

New telephony integration with Mitel CX for destinations, presence and call transfer. You'll find this under Agent → Telephony.

Natural speaking style & expression

Make your agent sound more human: a colloquial style that avoids stiff phrasing, and emotion tags (like [warm] or [empathetic]) that steer delivery on ElevenLabs v3. You'll find this under Agent → Behaviour.

Recording & transcript continue after transfer

On a transfer you can keep the audio recording and the transcript running, so you see the full conversation, including the part between the caller and your colleague. Enable it on the transfer tool.

Smaller improvements

• "Talk while working": let the agent say a short phrase while it looks something up or transfers (configurable per action).
• Usage: agent name as a column in history, tidier display of long names and translated statuses.
• Telephony actions (fetch invoices, presence, transfer) are now visible in the call detail.
• Faster call setup and more reliable transfers.
• The reminder message no longer counts the opening line or agent speech as silence.
• Tidier chat-agent cards and fixed labels on the billing page.

New integrations

We have released three new integrations that you can activate directly from the integration overview.

• Exact Online integration is now available for automatically syncing billing data.
• Mollie payments are now processed in real-time in your dashboard without manual reconciliation.
• Microsoft Teams notifications: receive notifications directly in your Teams channels on status changes.

Improvements

• The OAuth flow for existing integrations has been revised for faster authorisation.
• Webhook logs are now searchable and contain more detailed error messages.
• API rate limiting has been increased to 1000 requests per minute for Business subscriptions.

Fixes

• Fixed: duplicate webhook events when saving customer data.
• Fixed: the Zapier integration sometimes lost the authentication token after 30 days.

New dashboard

The main dashboard has been completely redesigned. The new layout offers more space for your own widgets and provides direct insight into the most relevant KPIs.

• Drag-and-drop widgets: compose your own overview.
• New reporting module with export function to PDF and Excel.
• Comparison view: place two periods side by side.

Improvements

• Dashboard load time has been improved by 60% thanks to server-side caching.
• Charts now render more smoothly on Retina displays.
• Date filters remember your preference per session.

Fixes

• Fixed: some figures were rounded to 0 for amounts smaller than €0.01.
• Fixed: the export button was not reachable on mobile screens.

Improved search

The search function has been extended with full-text search across all modules. You can now search simultaneously by customer name, invoice number, product name and notes.

• Search results now appear immediately as you type.
• Filters are remembered per user.
• New shortcut Cmd+K opens the universal search bar.

Improvements

• Filtering on multiple statuses simultaneously is now possible.
• Column order in list views is customisable and is saved.

Fixes

• Fixed: search queries with special characters such as & sometimes showed a blank page.
• Fixed: filter reset button did not work in Safari.

Mobile app completely rebuilt

The mobile app has been rebuilt from the ground up. Faster, cleaner and with support for the latest iOS and Android versions.

• Biometric login via Face ID and fingerprint.
• Offline mode: keep working without an internet connection, changes are synchronised once you're back online.
• Push notifications for approval requests and payment reminders.

Improvements

• Navigation structure simplified based on user feedback.
• Dark mode fully supported.
• Performance on older devices (3+ years) significantly improved.

Fixes

• Fixed: the app crashed when opening attachments larger than 10 MB.
• Fixed: notifications were sometimes displayed twice after a background refresh.

New billing features

• Recurring invoices: set up automatic recurring invoices on a daily, weekly or monthly interval.
• E-invoicing (UBL/XML) in accordance with the latest standards.
• Bulk actions: select multiple invoices and send or archive them at once.

Improvements

• Invoice templates now support custom colour combinations and logo positioning.
• VAT calculation revised for correct handling of mixed rates on a single invoice.

Fixes

• Fixed: credit notes were sometimes counted twice in the revenue report.
• Fixed: PDF generation failed for invoices with more than 50 line items.