Hi everyone! April brought a wave of upgrades including Salesforce integration, IVR, GPT-4.1, custom action messages, and more.

Modernizing your Salesforce contact center just got simpler with Synthflow Voice AI Agents—now available on the AppExchange.

Automate customer calls, update CRM records in real time, and unlock a new era of customer service efficiency.

• Deliver instant, voice-first support directly within Salesforce. With built-in telephony integration, you can turn your CRM into a real-time customer engagement engine.

• Update contacts, cases, or custom fields automatically after every call—no manual work required.

• Trigger outbound voice calls to inactive leads from Salesforce and convert outdated records into engaged prospects.

Check it out.

Until now, outbound assistants couldn’t get past IVR menus. When a call reached a phone tree — “Press 1 for sales, 2 for support” — the assistant had no way to respond. That meant stalled flows, missed connections, and broken automation.

We’ve fixed that.

With IVR Handling, outbound assistants can now simulate keypresses to navigate IVR systems automatically. Whether it’s a single prompt or a multi-step phone menu, assistants can now complete the flow end-to-end.

Currently in beta. For now, it only works for DTMF input (based on pressing digits), not vocal IVR trees. To learn more, see Set up IVR handling.

Users now have greater control over custom action messaging. They can:

• Choose between LLM-generated context-aware messages or their own hardcoded messages.

• Set a dedicated message to play if a custom action fails.

• Set a dedicated message to play if a custom action is delayed.

GPT 4.1 and 4.1-mini

You are able to use GPT 4.1 and GPT 4.1-mini, the latest and best from OpenAI. Try these models for increased performance and speed.

(Enterprise) Dial to Sip Endpoint.

In scenarios where your telephony provider does not offer elastic SIP trunking or if you have a more complex telephony setup unsuitable for elastic SIP trunking, you can use direct SIP dialing to our endpoint.

In this scenario, Synthflow does not directly place or receive calls. Rather, your telephony system manages the dialing process to connect with the specified SIP endpoint. You will need to develop the integration logic tailored to your telephony provider's requirements. From Synthflow’s standpoint, all call interactions will be treated as incoming, so your integration must explicitly define call direction handling.

Read the docs.

What Else Is New

Real-time booking feels more human, better email capture, and agents now switch between 10+ languages:

Improving Real-Time Booking: Agents now suggest booking slots faster, making the user experience more human then ever.

Improved email capturing. Improved accuracy in recognizing emails, especially in English.

Multi-language agents: Agents can now switch dynamically between 10+ languages including Spanish, French, German, Hindi, and more.