OpenAI, Automatic User Verification, and Much More!
A big thank you to our Partner Connect attendees!
Much of the information included in this post was covered at our Partner Connect event yesterday where some of our partners got together to discuss the latest and greatest in the world of 1Stream.
Thank you to all those who attended, and we look forward to seeing you at our next one in November 2025.
Keep an eye out for more details coming soon here and in our monthly newsletter.
OpenAI Transcription Integration
Available for systems with at least one 1Stream Enterprise license
Our OpenAI Transcription integration is now LIVE! You can now send your calls to the OpenAI platform for call summarization, sentiment analysis, and next steps in addition to the basic transcription.
These transcripts will be added into the internal notes of your tickets that get tagged to calls, providing good information for recap on especially long calls.
We've built out a standard prompt for all partners that will work at a baseline level. However, you have full access to the model choice and the prompt itself, so you can adjust things to better fit your team and costs.
Check out our KB article below
Call Transcription with OpenAI
Automatic Inbound User Verification
Available for 1Stream Engage users and above
We've had our PIN Verification Tool for a while now, as well as Security PIN Routing for a static PIN code when users call in.
This expanded feature allows your callers to have the code sent to them via a digital receptionist menu, and then route their call based on whether they succeeded or failed at the verification.
Your agent gets a banner confirmation for all verified users, so they can just start work right away instead of having to manually verify them.
For how to get started with this, see our KB article:
Inbound PIN User Verification
Automatic Call Contact Tagging
Available for 1Stream View users and above
You've always had to come back and manually match all of your calls to contacts when you don't have the 1Stream integration open. For users who never have the 1Stream integration open this meant you had a gap in data, especially with our Power BI report.
We've now added a new backend process to 1Stream which will periodically look at the recent calls in your system and attempt to match the contact for any unmatched calls.
This will only work for singular matches, multi-match contacts still need a user to identify who they spoke with, but it should drastically increase reportability on which customer is calling or being called the most.
Quality of Life and Bug Fixes
- The Recording Beep feature now allows you to select which extensions to include in which compliance notices.
- We've added the Non-Billable option to AutoTask time entries.
- We've streamlined the New Instance support form and added additional options for advanced partners, and added an additional form for requesting the install of call flow apps.
- AutoTask voicemail to ticket now properly allows you to use the 0 company ID for catch all.
- A bug was corrected with the Australian 1Stream portal which caused the HaloPSA Voicemail to Ticket options to be hidden from admin users
v20
- Additional Settings menus have been added
- The 1Stream Client extension was not properly loading when you were logged off, that has been corrected.
- Voicemail transcription settings are now saving properly when configuring OpenAI transcription for voicemails
- We fixed some edge cases where you could not change the IVR number on creation.
- Users created in v20 were not set to log out from queues when going into Away or DND statuses, that has now been set as a default for new users going forward.
- The Recordings view has been corrected to properly show who called and who was called.
- An issue was corrected in the Groups routing dropdowns not listing all options properly.
v18
- The recordings UI has been updated to allow playback in the browser instead of downloading, similar to the 1Stream UI.
FFotW: Auto Logout Threshold
Forgotten Feature of the Week
Available to users with 1Stream Engage or above, the Auto Logout options allow you to kick a user out of a queue when they miss a set number of calls in that queue in a 24 hour period.
This allows you to proactively kick users out of a queue if they forget to set their status when they go on break, reducing the amount of time that a caller is stuck on hold ringing to someone who will never answer.
This is especially useful with our Skill-Based Routing call queue strategies, as it allows you to escalate to the next skill group even when a user forgets to logout.
Check out the Knowledge Base article below for more information.