Product updates

For end customers

Workflow: your whole agent in one view

Every agent has its own workflow page: the whole call on a canvas, from arrival to follow-up, in three phases (before, during and after the call). You edit everything directly on the canvas, with the same screens as in the settings, or through the chat floating above it. Simulate a call and watch live which steps the agent takes, or call the draft yourself. You can also replay a real call, with the recording. You'll find this under Agent → Workflow.

Draft first, then live

Changes to integrations, variables, knowledge bases and analysis fields go into the draft first, just like the prompt. They only go live when you click "Go live". Signing in to an integration still works immediately.

Building an agent through the chat covers almost everything

• New agent: four questions up front (company and website, channel, systems, goal), then the chat carries on building. You can also speak the goal.
• Nearly all settings and tools can be set through the chat: behaviour, spam filter, silence reminders, previous calls, privacy, emergency number, backup voice, variables and test cases.
• Website in the knowledge base: Ipster finds the pages of your site (up to 200) and you choose what goes in. Also under Knowledge base → Add website.
• Your own integration: give the goal and the link to the API documentation. The chat reads the documentation, proposes the integration, and you enter your API key in a secure form.

Duplicate an agent

Make a full copy of an agent, so you can test bigger changes first instead of on the live agent.

Ipster in your own AI assistant

Use Ipster from Claude, ChatGPT or another AI assistant: look up calls and figures, read transcripts and edit agents. You decide whether the assistant may only read, propose changes (as a draft) or do everything. Connect with the link https://mcp.ipster.ai/mcp and sign in to Ipster, or with an API key. You'll find this under Organisation → API keys.

Take over chat and WhatsApp live

In an ongoing WhatsApp or website chat you can read along, give the AI a hint, or take over and type yourself, including photos and files. You can hand back at any time, and it happens automatically after 6 hours. Close a finished chat with "Close conversation", so the next message starts a new one.

WhatsApp

• Connect alongside the WhatsApp Business app: you keep the app, the agent replies, and if you send something from the app yourself, the app takes over that conversation.
• Connection request: send a link to whoever manages the Facebook business account. They connect it themselves, without an Ipster account.
• Phone and WhatsApp know each other: if someone calls right after messaging, the agent knows what it was about, and the other way round.

Website chat

• Website navigation: the agent takes the visitor to the page with the answer and highlights the passage.
• Callback form as a tool, with your own fields and texts, and optionally a callback button at the bottom of the chat.

Telephony

• Direct forwarding: caller numbers or ranges that skip the agent and go straight to a colleague. Managed by you, under Agent → Telephony.
• Listening agent: an agent that does not speak, only transfers and transcribes and records the call.
• Emergency number per phone number. It takes precedence over the agent's emergency number.
• Transfers: the caller no longer hears the colleague's voicemail, and as soon as the colleague answers they are connected.
• Caller recognition: the agent looks up the caller at the start through an integration you choose, for example HubSpot or Shopify.
• Multilingual: the opening language follows the caller's country code (+49 German, +33 French).
• Remembering previous calls can now also look back 3 days.

New and improved integrations

• Shopify: recognise the caller, orders with track & trace, products and stock, optionally a payment link.
• Sparklayer (B2B on Shopify): customer, orders, products and ordering.
• Autotask PSA: recognise the caller, open tickets, notes and tickets with an SLA deadline.
• Slack: a callback note after the call when a transfer was missed. The agent picks the colleague according to your prompt, otherwise the note goes to a default channel.
• Zendesk: fixed tags and tags from the analysis, and the time of the call in the note.
• HubSpot: book an appointment without the caller having to say an email address, with SMS confirmation.
• 3CX: "Test connection" shows which permissions are missing.

Models and voices

• Mistral (EU) as language model, for anyone who wants everything processed in Europe.
• ElevenLabs v4 and v4 Turbo as voice model.
• Prompt optimisation really rewrites, shows the changes per section and gives a report per point.

Retention periods

Set per organisation how long transcripts and analysis, recordings, and chat and WhatsApp messages are kept. Nothing set means kept indefinitely. You'll find this under Organisation → General (for administrators).

Usage and wallboard

• Usage per channel: phone, WhatsApp, chat and SMS separately, with a stacked chart.
• Redesigned agent page with key figures over 30 days and the latest calls.
• Wallboard: configurable per user (large calls, more sentences, blocks, agent filter), dark by default, a tile with concurrent calls, a block with tool usage and a clean layout on tablet and phone.
• Sentiment only looks at the conversation with the agent, not at the part after a transfer.

Smaller improvements

• Name configurable for transfer, SMS and DTMF tools, so you can tell them apart with @.
• SMS always goes through Ipster, with your organisation's name as sender.
• Opening hours: {{is_open}}, {{openingstijden}} and {{openingstijden_message}} as fixed variables.
• Simulate as a specific phone number, also with "AI calls".
• After "Take over" while listening in, the conversation is in the transcript.
• A DTMF key interrupts the agent, just like speech.
• Help & docs is at the bottom of the menu.
• 2FA becomes mandatory from 1 December 2026.
• Various call fixes: language held better, no more spoken tool codes, hanging up right after the goodbye and no silence reminder during a transfer.

For partners

• Quotes: your own monthly and one-off lines, and you can hide the per-minute price.
• Customer card: usage for this or last month and this or last quarter.
• Retention periods and the AI assistant policy inherit from the parent organisation. What you set as a partner applies to your customers, unless they change it themselves.

For end customers

Agents now belong to your organisation

An agent is no longer tied to a single user but to your organisation. Everyone in your organisation has access to the same agents, and new colleagues no longer need to be linked per agent. On the agent page, "Organisation & access" shows which organisation the agent belongs to and who has access.

New: Team & permissions

Manage who is in your organisation and what each role may do. Roles are administrator, sales, consultant, purchasing and the new team member (a regular employee who only sees the agents you tick for them). Per role, a matrix sets which parts are visible: usage, analysis, chat agents, prompt, transcripts, edit agents, manage team, invoices. You'll find this under menu → Organisation → Team & permissions (for administrators).

New: Organisation, one place for your organisation

Administrators find everything about their organisation in one place: company details and contact person, Team & permissions, Invoicing (rate, usage this month, invoices, payment method), API keys and activity. The separate menu items Billing and Team & permissions have merged into it. You'll find this under menu → Organisation.

Tasks belong to your organisation

Tasks created by anyone in your organisation are visible to all members, showing who created them. New: a "New task" button for a task that is not about one specific call, and an Open / Closed switch on the tasks page. Tasks about a specific call are still created from the call detail, with the call link attached.

Trash for agents

Deleting an agent now archives it: it disappears from all lists and is switched off, but its calls and usage are kept and still count. Deleted by mistake? Within 30 days an administrator restores it via Organisation → General → Deleted agents.

Multilingual agent keeps the caller's language

An agent with multilingual mode starts in its base language, switches to the caller's language once detected and keeps speaking it for the rest of the call. No more falling back mid-conversation.

Agent off? Callers go to the emergency number

If you temporarily switch off an agent, incoming callers are automatically transferred to the emergency number instead of waiting in silence. The session appears in your usage history with the reason.

Your agent as an extension on your own PBX

Besides its own phone number, the agent can now register as an extension on your phone system. Transferring to a colleague then becomes an internal call, and the colleague sees the original caller's number. Every agent has its own six-digit number for this. You'll find this under Agent → Telephony → SIP extension.

Flows: split up large prompts

Split a long system prompt into flows the agent loads only when needed (## FLOW). Flows can be conditional ("Requires:" with multiple conditions), shared text ends with ## FLOW END, and the "Add flow" button prepares a template. Flows are highlighted in the editor. See the help centre. You'll find this under Agent → Behaviour → prompt.

Ipster Voice and Ipster Listen

New EU voices and speech recognition, with a Voice Library you can filter by gender and preview. Cloned custom voices are available too. For all accounts. You'll find this under Agent → Voice.

WhatsApp

• The agent can look at a photo the customer sends.
• Number pool: claim an Ipster WhatsApp number if you have no connection of your own.
• Outgoing template messages now appear in the conversation history.

Usage and insights

• Intent and outcome are recorded per call by default (columns in History).
• The dashboard and Usage load faster and totals are correct again; "sessions today" refreshes itself.
• Insights: "concurrent calls" now truly counts how many calls ran at the same time.
• The inbound webhook appears as a tool call in the call history, including the request.
• CSV export exports all rows within your filters.
• Wallboard shows today's figures.

Transcripts (formerly Case)

Configurable per action: transcript, summary and SOAP note. Optionally an automatic notification to Elevate Chat, with actions on demand. You choose which call types are picked up.

Telephony integrations

• 3CX: transfer to queues and departments as well.
• Elevate: faster transfers with presence check, without an extra reasoning step.
• Mitel: connection created automatically; Xelion: several fixes.
• Transfers can now require variables, like custom functions; a destination with an unfilled variable is refused and every outcome is logged.

Smaller improvements

• Tool requirements ("Requires:") now work for all custom functions.
• An empty or unknown {{variable}} becomes empty text instead of the literal code.
• PII redaction is now called Privacy filter.
• Models show their measured response time in the picker.
• DTMF input was lost when the caller spoke over it immediately. Fixed.
• The goodbye line sometimes appeared after the hang-up in the transcript. Fixed.
• Outgoing webhooks and the inbound webhook retry on temporary errors.
• Tool responses are kept up to 2000 characters in call logs.
• Customer users can manage extraction fields and knowledge bases on shared agents.
• You can click through from a task to the call again.
• 2FA: backup authenticator allowed, and Ipster can reset 2FA for you. 2FA is mandatory from 1 October.
• Several call fixes: Slack delay, hanging transfer line, silent greeting, call cut off after 90 seconds.

For partners

• Quotes: create quotes from a versioned price book, share them via a link, let the customer pick their own package (with advice) and sign digitally. PDF with your logo and the signature. Each line has an explanation, estimated items are marked, and the customer sees what the price per AI agent minute consists of.
• Rate and invoicing per customer: on the customer card you set the rate from Ipster's base prices (package, building blocks, term) with your own markup if you like, and indicate whether Ipster invoices the customer or you do.
• Settlement: the partner portal shows per period your credit note (margin on customers Ipster invoices) or invoice (customers you invoice yourself), with the breakdown per customer. This runs as a draft for the first month.
• Team & permissions and Settlement live in the partner portal; customers you create go straight into their organisation.
• The public API follows the organisation tree: a key sees everything within its organisation and the customers below it. New: GET/PATCH /v1/tasks.

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.