Introduction
This month's release brings meaningful upgrades across the Sanas ecosystem, from smarter in-app diagnostics and audio health monitoring in the Sanas App, to faster, more natural-sounding conversations in Language Translation, new call-detection capabilities in Speech Intelligence, expanded controls in the Chrome Extension, and richer visibility and configuration tools in the Sanas Portal. Together, these updates are designed to reduce friction for both end users and admins, cutting down on support back-and-forth while giving teams more control over rollout, troubleshooting, and audio quality.
What’s New
Sanas App
Report a Problem: Users can now report issues in-app, with diagnostic logs and an optional audio recording attached automatically, giving support what they need to investigate without follow-up.
Submit a Feedback: An in-app channel for general feedback, now using a score-based rating instead of thumbs-up/down, recorded alongside the product, active models, and voice-detection setup in use.
NPS Survey: A periodic in-app survey that asks users to rate their experience, giving a recurring measure of sentiment over time.
Sanas Device Engagement: The app now shows which applications are routing audio through the Sanas device (and which aren't), making it easy to spot when a softphone or conferencing app is misconfigured and Sanas isn't actually engaged.
Audio Device Health: The app monitors selected audio devices and alerts users to muted or low-volume issues, with a one-click fix built right into the notification.
System Notifications: Misconfigurations now surface as system notifications, staying visible even when the app is minimized or behind other windows.
Input Device Validation: The app now warns when the selected input device is likely to deliver noticeably lower audio quality than a dedicated USB headset.
Ringtone and Chime Handling: When the Sanas Speaker switches from non-engaged to engaged, audio passes through unprocessed for a configurable duration, so ringtones and chimes at the start of a call are heard instead of being suppressed as background noise.
Comfort Noise: Adds a low, configurable level of background noise beneath the call so processed silence doesn't sound like a dropped or dead line.
Notifications Panel: The redesigned app now includes a dedicated notifications area, bringing device health alerts, engagement info, and input device warnings together in one place.
Troubleshooting Page: The app menu now includes a troubleshooting page for diagnosing and tuning audio processing, with settings adjustable directly on the page so support sessions don't have to wait on a new build.
Custom Personalization Script: The voice profile personalization script can now be customized per account, matching the wording to your language and style.
Retiring Noise Cancellation: The product's name no longer appears anywhere in the Sanas App interface.
Auto Update Behavior: Auto update is now configurable per account, giving administrators control over how and when the app updates.
App Downgrade Alert: When a downgrade is initiated from the Portal, users now see downgrade-specific messaging instead of the standard update prompt.
Language Translation
Robust Voice Cloning for Enterprise: Agents hear a stable customer voice with no mid-call gender switching.
Latency Improvements at P95: Delays that previously took 5+ seconds now take about 3 seconds for both agents and customers.
Naturalness Improvements: Conversations now flow more smoothly with fewer pauses, and customers speaking certain languages hear more natural agent voices.
Speech Intelligence
Outbound Call Alerts Settings: Adds a per-group toggle to suppress in-call and post-call alerts for outbound calls.
Live Tracking & Call Detail: Now includes hold, consult, and call-direction context.
Compliance Alerts: Allows an optional reason when changing an alert’s status.
Ringtone Classifier Model (RTC): The SI model picker now includes RTC, letting admins select the RTC model version per group—with latest-GA fallback and no code change required.
Hold and Return Detection: Identifies when an agent places a caller on hold and returns, reporting both as call states alongside call start and end.
Outbound and Inbound Call Detection: Detects whether a call is inbound or outbound by listening for ringback, with call type reported alongside the call-start event.
Sanas Chrome Extension
Submit Your Feedback: Rate and share your experience with Sanas Accent Translation, Speech Enhancement, and Language Translation directly from the Chrome Extension.
Network Checker: Instantly check your network status and Sanas URL reachability to quickly pinpoint whether a connectivity issue is on your end.
Docking Option: Move the Sanas Chrome Extension widget to either side of your browser to suit your preference.
Sanas Portal
Redesigned Get Sanas page: Account-matched downloads, guided setup, release details, and Sanas's security certifications.
Information Distinction Between Portal Users and App Users: The Portal Users and App Users sections now include notes explaining each user type's scope and limitations.
Agent Live Status and Activity Timeline: Live Status is now visible directly on the Portal Homepage, with a detailed activity timeline behind every user.
Advanced Troubleshooting Menu: A new set of settings can be enabled in the desktop application, letting users run guided diagnostic checks together with Sanas Support.
Application Version & Update Preferences Section: Now consolidated into a single menu, with significantly more control over rollout.
Sanas Audio Settings: A new Sanas Audio Settings menu groups related audio configurations together, simplifying management by reducing the number of controls admins need to handle.
Configuration Cleanup: Crash Reporting and Auto Enable Sanas on Launch have been removed from the Portal and are now enabled by default for all accounts.
Updated Default Configurations for Sanas Business Accounts: Default configuration values now reflect our recommended setup for business accounts, applying only where a value hasn't been explicitly set.
Report a Problem for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
Users can now report an issue directly from the app. Diagnostic logs are uploaded automatically with every report, so support has the context to investigate without coming back to ask for them. A short audio recording can also be attached to the report, which makes audio-specific issues far easier to reproduce.
Note: Available to all users by default. Audio recording is a separate capability, disabled by default, that can be enabled via the portal.
How do Portal Admins enable the attachment of an audio recording for Sanas App Users?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Troubleshooting & Logging.
Enable the Record a Voice Sample toggle under Report a Problem.
Note: When toggled off, Report a Problem will still work, just without the recording option.
Submit a Feedback for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
A lightweight, in-app channel for sharing general feedback — unlike Report a Problem, it sends only what the user writes, with no diagnostic logs or audio. Feedback has also moved from thumbs-up/thumbs-down to a score-based rating, recorded alongside the product in use, active models, and active voice-detection configuration, so it points to a specific setup rather than a general impression.
Note: No configuration required. Enabled for all users by default.
NPS Survey for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app can periodically ask users to rate their experience, giving you a recurring measure of sentiment over time rather than a single snapshot. Survey frequency is currently set by default to once every 7 days.
Note: No configuration required. Enabled for all users by default.
Sanas Device Engagement in the App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app now shows which applications are routing audio through the Sanas device — and, just as usefully, which are not. That makes a common failure obvious at a glance: a softphone or conferencing app still pointed at a different microphone or speaker, with Sanas running but doing nothing for that call.
Note: No configuration required. Enabled for all users by default.
Audio Device Health for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app watches the state of the selected audio devices and raises a notification when it finds a muted device or volume set too low to hear properly. Each notification carries a one-click fix, so the problem is corrected in the app rather than by hunting through system audio settings.
Note: No configuration required. Enabled for all users by default.
System Notifications for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
Misconfigurations now surface as system notifications, so they are visible even when the app is minimized or behind another window. Two kinds are supported:
a general notice that something is misconfigured, and
a specific one raised when an application is using a microphone other than the Sanas device
Note: No configuration required. Enabled for all users by default.
Input Device Validation for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app now checks the selected input device and warns in two cases:
when a non-USB device is selected while a USB device is available, and
when a webcam microphone is selected
Both typically deliver noticeably lower input quality than a dedicated USB headset.
Note: No configuration required. Enabled for all users by default.
Ringtone and Chime Handling for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
When the Sanas Speaker moves from non-engaged to engaged, inbound audio is passed through unprocessed for a set duration. Ringtones and chimes at the start of a call are heard by the user instead of being treated as background noise and suppressed. The pass-through duration is configurable.
How do Portal Admins configure the pass-through duration?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Application Settings.
Enable the Pause Sanas inbound processing toggle and set the Duration (5 seconds, 10 seconds, or 15 seconds).
Note: When the toggle is disabled, some notification and alert sounds may be missed.
Comfort Noise for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
Adds a low level of comfort noise beneath the call so that processed silence does not read as a dropped or dead line. Noise type and strength are both configurable.
How do Portal Admins configure noise type and noise levels?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Application Settings.
Enable the Comfort Noise toggle and select the Noise Type and Noise Level.
Noise Type
White Noise - Generated in real time and shaped to blend naturally with the agent’s voice and environment.
Ambient Noise - A looped recording of contact-center ambience played beneath the call at a fixed level.
Noise Level
Subtle: 15%
Balanced: 25% (Default)
Strong: 35%
Maximum: 50%
Note: The toggle is disabled by default. When enabled, it starts with White Noise at the Balanced level.
Notifications Panel for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app has been redesigned, and now includes a dedicated notifications area that brings device health alerts, engagement information and input device warnings together in one consistent place.
Note: No configuration required. Enabled for all users by default.
Troubleshooting Page for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The app menu now includes a troubleshooting page for diagnosing and tuning audio processing — VAD, speaker ID, and ALC. Settings can be adjusted directly from this page during an investigation, so a support session does not have to wait on a new build.
Note: No configuration required. Enabled for all users by default.
Custom Personalization Script for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
The script used to personalize your voice profile can now be customized, and set per account, matching the wording to your language and style.
Note: To learn more about Sanas Personalization, revisit our Personalize your voice profile article.
How do Portal Admins customize the Sanas Personalization script?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Application Settings.
Input your own content under Personalization script of the Sanas Personalization toggle.
Note: If no custom script is configured, the default script is shown.
Noise Cancellation References Removed in the App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
References to Noise Cancellation have been removed from the Sanas App. The product’s name no longer appears in the interface.
Auto Update Behavior for the Sanas App
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
Auto update is now configurable per account, so administrators control how and when the app updates.
How do Portal Admins set the length on how long App Users can keep on working before the update starts?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Application Version & Update Preferences.
Select the options under Auto Update Preferences.
Grace Period - once selected, admins can choose from 1 to 5 days before the update enforced to the app. By default, the range is set to 5 days.
Immediate - once selected, the user receives a 10-minute warning before the update begins.
To add a schedule when the app can be updated, look for Download Preferences on the same section.
Under Download Settings, select the Start Time and End Time.
If needed, apply bandwidth throttling by checking the Would you like to configure bandwidth throttle? box. Option between 100kbps, 200kbps, and 300kbps is available, with a default setting set to 100kbps.
Note: Download Preferences settings are always followed, regardless of the Auto Update preference selected.
In order for the auto update preferences to work, toggle on Automatically update to the selected app version under Enable Auto Update.
Note: Turning it off stops users who haven't started the update from receiving it; those who already downloaded it or started the install countdown will still complete installation.
Sanas App Downgrade Alert
Sanas Desktop App version: 5.10.7 (Self-Serve) and 5.10.8 (Direct-CX), and later
When the app is set to move to an earlier version from the Portal, users now see messaging specific to a downgrade rather than the standard update prompt — so the direction of the change is clear before they accept it.
Note: No configuration required. Enabled for all users by default.
Robust Voice Cloning for Language Translation
Now available for Enterprise flows: agents hear a consistent, stable customer voice, and the issue where the customer's voice could switch gender mid-call has been fixed. Supported agent languages: English, Spanish, Arabic, German, Hindi, Turkish, Greek, and Japanese.
Note: No new app version required.
Latency Improvements at P95 for Language Translation
Agents and Customers will notice that cases that previously took 5+ seconds are now reduced to ~3 seconds.
Note: Improvement is currently limited to English and Spanish conversations (both directions). Also, no new app version is required for this update.
Enhanced Naturalness for Language Translation
Smoother conversations: Fewer unexpected pauses between words in the Sanas App, so speech flows more naturally.
Supported in all languages, on both the agent and customer legs of the call.
Improved agent voices for customers: A new set of default voices makes the agent's translated voice sound more natural to the customer. Now available for customers speaking Spanish, Russian, and Arabic.
Note: No new app version required.
Outbound Call Alerts Settings for Speech Intelligence
Speech Intelligence Settings now includes an Outbound Call Alerts card with a per-group toggle to suppress alerts for outbound calls.
How does a Sanas Portal Admin configure this?
From the Sanas Portal, click Settings.
Under Configuration, look for Products, then Speech Intelligence.
By default, the Suppress alerts on outbound calls toggle is off. When enabled, in-call and post-call alerts are suppressed for outbound calls in this group. Inbound calls remain unaffected. Calls with an unknown direction continue to be handled as before.
Note: The toggle is off by default, so there is no behavior change until an admin enables it in the Sanas Portal.
Live Tracking & Call Detail Consult Context for Speech Intelligence
Live Tracking and Call Detail now display on-hold and outbound consult context in the roster and drilldown, as well as on the transcript timeline through hold intervals and grouped consult turns.
Transcript headers display Inbound or Outbound call-type chips when the call direction is known. No chip is shown when the direction is unknown.
Compliance Alert Capture Improvements for Speech Intelligence
Changing an alert's status now allows users to add an optional free-text reason for audit and review purposes.
Ringtone Classifier Model (RTC) for Speech Intelligence
Sanas Desktop App version: 5.10.x and above
Speech Intelligence model and parameters now includes a Ringtone Classifier Model (RTC) picker alongside STT / PII / EOC — with latest-GA fallback, minimum app version caption, and a release-notes entry — letting admins select the RTC model version per group without a code change.
Hold and Return Detection for Speech Intelligence
Sanas Desktop App version: 5.10.x and above
Identifies when an agent places a caller on hold and when they come back, from the conversation itself. Hold and return are reported as call states alongside call start and end, so hold time is measured per call without anyone tagging it by hand.
Note: The phrases that signal a hold, a return and a caller's acknowledgement are all configurable in the Sanas Portal.
Outbound and Inbound Call Detection for Speech Intelligence
Sanas Desktop App version: 5.10.x and above
Reports whether a call was inbound or outbound by listening for ringback, and reports when an agent places an outbound call mid-conversation. Call type is sent along with the call-start event.
Note: This feature requires Ringtone Classifier Model (RTC), and is delivered through the standard model download.
Submit Your Feedback for Sanas Chrome Extension
Sanas Chrome Extension version: 1.11.7 and above
An option to share and rate your experience while using the Sanas products — Accent Translation, Speech Enhancement, and Language Translation, is now available in the Chrome Extension.
How it works?
Upon logging in to the Chrome Extension, click More.
Select Feedback.
Choose from the Sanas Products available (You can choose, one or more, or all of them at once!).
Give it a Star rating — between 1 to 5.
Note: The Star rating description are as follows: 1 — Poor, 2 — Not Great, 3 — Okay, 4 — Good, 5 — Excellent.
Click on the dropdown menu, among the options of What worked well/What went wrong.
Note: The Star rating you select determines which reasons appear in the dropdown. A rating of 1 or 2 shows options for What went wrong; a rating of 3–5 shows options for What went well.
Hit Submit.
Network Checker for Sanas Chrome Extension
Sanas Chrome Extension version: 1.11.7 and above
A new feature that displays the current network status and Sanas URL reachability, making it easier to determine whether a connectivity issue is on the user’s side.
Note: This feature is available on the login window by clicking the Wifi icon, and, after signing in, clicking More, then Network Checker.
Docking Option for Sanas Chrome Extension
Sanas Chrome Extension version: 1.11.7 and above
Reposition the Sanas Chrome Extension widget to either the left or right side of your browser — whichever works best for you.
How it works?
Upon logging in to the Chrome Extension, click More.
Select Settings.
Under Dock Position, select whether you want the widget on the Left or Right.
Redesigned Get Sanas Page in the Sanas Portal
Version-matched downloads: The Download button serves the app version configured for your account, and a one-click switch to Windows or Mac.
Guided setup: A new "After you download" section walks users through three steps: install the app, sign in, and choose Sanas as their microphone and speaker, with a link to the full installation guide.
Release details at a glance: The current version, release notes, and system requirements now sit right next to the download.
Secure by Design: A new band at the bottom of the Get Sanas page displays all nine Sanas security and compliance certifications, including SOC 2, SOC 3, ISO, HITRUST, GDPR, and PCI.
Clearer Distinction Between Portal Users and App Users
The Portal Users and App Users sections of the Sanas Portal now each include a note explaining the scope and limitations of that user type, making it easier to understand the difference between the two.
Agent Live Status and Activity Timeline in the Sanas Portal
Live Status is now visible directly on the Portal Homepage, and every user has a detailed activity timeline behind it.
Activity Timeline
A View Timeline option is available on every row of the Home users table and on the User Details page. It opens a side panel showing the user's group, application version, login status and current microphone engagement — plus a chronological event history grouped by day:
Logins and logouts
Microphone and speaker engagement, including duration
Feature engagement by direction — for example, Language Translation (Inbound) Engaged
Features being enabled or disabled
Audio device changes
Issues detected and cleared
Filtering and Time Range
Filter events by Session, Mic, Status or Issues, and view Today, Yesterday or the Last 3 Days. Dates follow the group's configured time zone. Both the status table and any open timeline refresh automatically.
Note: Previously you could see a current status, but not how it got there. The history is now in the Portal, instead of needing a log request.
Advanced Troubleshooting Menu in the Sanas Portal
A new Advanced Troubleshooting Menu can be enabled in the desktop application, letting users run guided diagnostic checks together with Sanas Support.
How do Portal Admins enable this setting?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Troubleshooting & Logging.
Enable the toggle Advanced Troubleshooting Menu.
Note: Report a Problem setting is also included in this section. Refer to this link for the content of this release.
Application Version & Update Preferences Section in the Sanas Portal
Application version and update settings have been consolidated into a single Application Version & Update Preferences menu, with significantly more control over rollout.
How do Portal Admins configure this section?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Application Version & Update Preferences.
Version Selection
The Application Version dropdown now shows the three latest recommended versions for the group.
Feature Management shows the six latest (typically accessible to Sanas admins only).
Selecting a version older than the one currently configured now raises a downgrade warning.
Note: This section also covers Auto Update Preferences, Download Preferences, and the Enable Auto Update toggle. See this link for details.
Sanas Audio Settings in the Portal
A new Sanas Audio Settings menu groups the related audio configurations together.
Sanas as Default Microphone for OS
Sanas as Default Speaker for OS
Mute Sanas Microphone
Mute Sanas Speaker
Enable Microphone Volume Adjustment for App Users
Enable Speaker Volume Adjustment for App Users
Automatic Volume Optimization
Echo Cancellation
These changes simplify configuration management by grouping related settings together and reducing the number of controls that admins need to manage.
How do Portal Admins access these settings?
From the Sanas Portal, click Settings.
Under Configuration, look for Desktop Application, then Sanas Audio Settings.
Configuration Cleanup in the Sanas Portal
Two settings have been removed from the Portal and are now enabled by default for all accounts. To make changes to either setting, contact your Sanas Support Team.
Crash Reporting
Auto Enable Sanas on Launch
Updated Default Configurations for Sanas Business Accounts
Default configuration values have been updated to reflect our recommended setup for business accounts. Existing configured values are unaffected — these apply where a value has not been explicitly set.
Configuration | Previous Default | New Default |
|---|---|---|
Enable Sanas Speaker By Default | False | True |
Is Voice Personalization Enabled | False | True |
Support
Need help? Get in touch with our Support Team for assistance.