Sidd Agent Assist App
These releases are bundled and timed with Sidd client v 3.11’s Production launch.
1. Multilingual transcription
You can now choose to keep transcriptions in their original language (instead of auto-translating to English). This supports region-specific QA and multilingual teams.
⚠️ Note: Features like Spark Notes and Real-Time Guidance are currently optimized for English. Performance in other languages may vary - contact your Laivly representative for guidance and configuration.
| Translation to English Enabled | Original Language Enabled |
2. Case linking for cases opened after call ends
Cases opened after a call can now be linked - just select from the linking menu with the case in focus. This makes case management smoother and more accurate.
This feature is only available to clients with Case Association, Spark with Association product, which maps a caller ID to a case ID in CRM. Reach out to your Laivly representative if you’d like to know more.
3. “Transcription” Tab Renamed to “Conversation”
We’ve updated the tab label from Transcription to Conversation to better reflect the multi-channel nature of interactions. Functionality remains unchanged. This is a small step as we expand towards a more unified, omni-channel experience - more to come. Reach out to your Laivly representative for more information.
4. Performance Improvements & Bug Fixes
We’ve made backend improvements for speed, security, and reliability, including: smoother feedback interactions, improved transcription quality, enhanced Real-Time Guidance reporting, and overall system security upgrades.
Sidd Studio (Beta) Releases
1. Model optionality for Contextual RTGs & Insights
We’ve added support for Llama Large models in context-triggered Real-Time Guidance and Silent Insights. This is currently configured by your Laivly representative. If you have questions please reach out.
2. Filter & Export RTGs and Insights in Studio
Need to export RTG or Silent Insight lists? You can now filter by active/inactive and download in CSV format—for easy reporting and collaboration. Navigate to these features within the Guidance & Insights tab, you will see the filters and Export button on the top right page header.
3. Admin & User Management Improvements
We’ve made usability improvements based on your feedback:
- User Management: Improved group creation and bulk assign/unassign of users via snackbar.
- Admin Portal: Enhanced visibility into user roles and permissions before invitation acceptance.
These updates improve setup and management across teams.