Voicetta
    Voicetta.

    Voicetta Docs

    Release Notes: v3.2

    Voicetta v3.2 release notes covering History, cross-channel memory, WhatsApp calls, SMS and WhatsApp tools, and message costs.

    Release Notes: v3.2

    Why it matters for your business

    • Save money: History and message cost visibility make communication spend easier to understand.
    • Work faster: Guest timelines reduce the time needed to reconstruct context.
    • Standardize service: memory and tools make cross-channel handling more consistent.
    • Delight every Guest: Guests can be remembered across voice, SMS, and WhatsApp.

    Short Version

    Version v3.2 makes Voicetta easier to understand and easier to control.

    The biggest updates are a new Guest-focused History view, shared memory across SMS, WhatsApp, and voice conversations, inbound WhatsApp calls, and clearer agent tools inside the prompt editor.

    Video Walkthrough

    This video shows the dashboard and the new v3.2 features in the app:

    Open the video on YouTube.

    What Was Added

    New History View

    Call History is now shown as History.

    Instead of showing only a flat list of calls, Voicetta groups conversations by customer. When the same customer talks to the agent through SMS, WhatsApp, or a voice call, those interactions appear together in one customer timeline.

    Cross-Channel Customer Timeline

    Each customer can have a timeline that includes:

    • SMS messages
    • WhatsApp messages
    • Voice calls
    • Conversation details
    • Estimated text message costs

    Inbound WhatsApp Calls

    Customers can call the agent through WhatsApp.

    When a customer starts a WhatsApp call, Voicetta connects the call to the voice agent so the customer can speak with the agent directly.

    SMS And WhatsApp Message Costs

    History now shows estimated outbound text message costs:

    • SMS sent by the agent: $0.05
    • WhatsApp message sent by the agent: $0.0001

    These costs are estimates for visibility inside the product.

    Shared Agent Memory

    Agents can use previous customer context across channels.

    For example, if a customer first writes on WhatsApp and later calls the voice agent, the agent can use relevant previous context from that customer history.

    Memory is scoped to the current workspace.

    Memory Configuration

    Users can configure memory for SMS and WhatsApp:

    • Enable or disable memory
    • Choose which channels are included
    • Limit how many past messages are used
    • Limit memory by time window
    • Enable long-term summaries
    • Choose a cheaper model for memory summaries

    The summary model uses the user's configured LLM provider and API key.

    Easier Agent Tools In The Prompt Editor

    The prompt editor makes real agent actions easier to find and use.

    Users can see available tools in the Tools panel and insert them into instructions instead of guessing tool names manually.

    Currently visible communication tools include:

    • send_sms_confirmation
    • send_whatsapp_message

    These tools are only shown when the related channel is configured and available.

    What Was Changed

    "Call History" Was Renamed To "History"

    The page URL stays the same for compatibility, but the product label is now History.

    This better reflects that the page includes more than calls. It now includes SMS, WhatsApp, and voice conversations.

    WhatsApp Conversations Are Linked To Customers

    WhatsApp text conversations are linked to the same customer record used by SMS and voice.

    This makes customer timelines and cross-channel memory work consistently.

    WhatsApp And SMS Are Easier To Configure

    SMS and WhatsApp settings include:

    • LLM provider
    • Model
    • Temperature
    • Max tokens
    • Dedicated prompt settings
    • Memory settings

    Important Notes

    WhatsApp Calls

    Inbound WhatsApp calls are supported.

    Outbound WhatsApp calling is different. The tool call_whatsapp is not exposed as an active outbound agent tool in v3.2.

    Workspace Isolation

    History and memory remain workspace-scoped.

    The same phone number in another workspace has a separate Guest history and separate memory.

    Related pages