Product update · April 2026

    More natural calls, your own SIP trunk, and live monitoring

    Here is what we shipped in April. Four big changes your team will feel first — more natural conversations, your own telephony, live call monitoring and two-channel recordings — plus everything else, listed at the end.

    Vitālijs Silins-Ozers

    Vitālijs Silins-Ozerson LinkedIn

    CTO & co-founder · 30 April 2026

    major

    More natural calls that stay on your script

    Your AI voice agent handles the moments that make a call feel human — a borrower going off-topic, asking a question mid-sentence, correcting a detail, or getting frustrated — responds naturally, then guides the conversation back to the next step of your call script. Each behavior is configurable, so you decide how much freedom the agent gives.

    A live call transcript where the borrower goes off-script to question the call and later sounds stressed; the agent handles each moment and returns to the script, beside a Behaviors panel with digression, clarification, correction, frustration, repeat, and language-switch behaviors switched on.
    The borrower can go off-script — the agent handles it and returns to the call script. Every behavior is configurable.

    Real borrowers interrupt, wander, and push back. A collections call sounds human only when the agent can follow them there — and still bring the conversation back on track.

    • Configurable behaviors for digressions, clarifications, corrections, repeats, frustration, and mid-call language switches.
    • After handling an interruption, the agent always returns to the next step of your call script.
    • One Behaviors table to configure every conversational behavior in one place — set per call script, per step, per project, or account-wide.
    • Sensible defaults out of the box, so borrowers get a natural call with no setup.

    What shipped

    • Unified Behaviors table for every conversational behavior
    • Handles digressions, clarifications, corrections, repeats, frustration, language switches
    • Always returns to the next step of the call script
    • Configurable per call script, step, project, and account

    major

    Bring your own SIP trunk

    Connect your own SIP trunk and Convershake runs calls over your carrier, from your own phone numbers. Add a trunk and the platform validates it, syncs the gateway, and routes your outbound campaigns through it — with your caller IDs on every call.

    The SIP trunks settings: a customer trunk 'Acme Telecom — outbound' with a Validated badge, the gateway, two linked phone numbers (one marked default), a configured password, config version, and last-validated time, with an Add SIP trunk button.
    Add your own SIP trunk — Convershake validates it, syncs the gateway, and runs outbound calls from your numbers.

    Your carrier contracts, your phone numbers, your caller IDs — telephony is something lenders want to keep on their own terms.

    • Add and manage SIP trunks under Settings → Voice providers, with encrypted credentials.
    • Convershake validates the trunk and syncs the gateway before any call runs.
    • Outbound campaigns dial through your trunk, using your own phone numbers as caller ID.
    • Set a default caller ID per trunk; each number is checked so an inbound-only number is never used for outbound.

    What shipped

    • SIP trunk lifecycle — add, validate, sync, manage
    • Outbound campaigns dispatch through your own trunk
    • Your phone numbers as caller ID, validated per direction
    • Encrypted trunk credentials

    major

    Watch your calls live, as they happen

    The Live calls view shows every call in flight — ringing and connected — and streams the transcript of any call as it's spoken. When a call ends, you see exactly why, with the elapsed time, right in the transcript.

    The Live calls view: a list of four calls in progress with ringing and in-progress status and elapsed timers, beside a detail panel streaming a live transcript of the selected call with the borrower's partial line still being spoken.
    See every call in flight — ringing and connected — and follow any transcript live as it's spoken.

    When a campaign is dialing, supervisors want to see the floor right now — which calls are live, how they're going, and how each one ends.

    • A live list of calls in progress, including calls that are still ringing.
    • Open any live call to read its transcript streaming in real time, line by line.
    • Each call shows how it ended — answered, no answer, voicemail, transfer — with the elapsed time.

    What shipped

    • Live calls list, including ringing calls
    • Real-time streaming transcript per call
    • Call-end reason with elapsed time in the transcript

    major

    Hear agent and borrower on separate channels

    Call recordings are now stereo — the agent on one channel and the borrower on the other. Overlaps are easy to follow, and QA or dispute review is clearer because each speaker is separated in the audio itself.

    A call recording player showing two separate waveforms — an orange Agent (left channel) and a blue Borrower (right channel) — talking in alternating bursts, with a playhead, elapsed time, and a Download WAV button.
    Recordings are stereo — the agent on one channel, the borrower on the other — so QA and dispute review are clearer.

    Reviewing a recording is easier when you can tell exactly who said what — the agent on one side, the borrower on the other.

    • Every recording captures the agent and the borrower on separate audio channels.
    • Play back or download the two-channel WAV for QA, training, or dispute review.
    • Overlapping speech is easy to untangle because the speakers never share a channel.

    What shipped

    • Stereo recordings — agent and borrower on separate channels
    • Two-channel WAV download
    • Clearer QA and dispute review

    Everything else that shipped

    Campaigns illustration

    Campaigns

    A new campaign API — start a run, check its status, and manage its lifecycle from your own systemsAdd campaign contacts programmatically
    Calls and reporting illustration

    Calls and reporting

    Export up to 20,000 calls at once to CSVA Call ID column in call history to cross-reference with your systems
    Languages illustration

    Languages

    German (de-DE) voice parity — run campaigns in German with the same coverage as our other languages

    See it on your own flows

    These shipped for every workspace with outbound campaigns.