Flex Mode for Conversation Flows

Flex Mode lets your agents navigate flexibly between nodes as customers jump between topics, have multiple requests, or change direction mid-call.

With the introduction of Flex Mode, you can:

• Control when your conversation agent switches between rigid and flexible behaviour using components
• Use flexible mode when you need natural navigation across nodes without repetition or restarts
• Use rigid mode when you need strict, error-proof sequencing

Perfect for complex support flows, multi-service requests, and any conversation where customers have multiple/varied requests in a single call.

Enable at Agent or Component level. Best for flows under 20 nodes.

Docs →

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AI Assisted Warm Transfers

Advanced Warm Transfer adds a live AI handoff assistant that lets your human agents engage with the AI before accepting or declining a call.

With Advanced Warm Transfer, you can:

• Let transfer targets confirm they're ready before bridging the call
• Exchange information - AI shares context, humans can ask questions
• Reject transfers that don't meet criteria (e.g., lead too small, wrong department)
• Prep your reps with full call context before they speak to the customer

The handoff assistant is fully configurable - build simple briefings or complex multi-step workflows with function calls, and more

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Country Level Call Controls

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Country Restrictions are now available on all numbers. — Block inbound and outbound calls to countries you don't want connecting with your agent.

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Other Platform Upgrades

Agent Version Comparison — Compare any two agent versions with semantic diff. View changes side-by-side, with difference-level highlighting.

Rerun Post-Call Analysis — Modify analysis prompts and regenerate summaries across historical calls without re-running the calls.

Per-Call Agent Override — Dynamically override agent configuration at the call level for both inbound and outbound calls.

Concurrency Dashboard — Monitor active call concurrency over the past 24 hours directly in Analytics.

Custom Function Constants — Define fixed parameters in custom functions using static values or dynamic variables.

Chat Agent SDK — Full chat agent API support now available in the SDK.

Phone Number Editing — Modify custom telephony and Retell numbers directly from the dashboard.

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New Models & Voices

New Models: GPT-5.2, Gemini 3 Flash, Claude 4.5 Haiku & Sonnet

New voices & voice providers:

• MiniMax (new provider) 40 languages and voice cloning
• 11Labs (new feature) professional voice imports

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