What's New — December 16, 2025

This month's updates connect your contact center's activities directly to business outcomes. You can now pinpoint exactly which conversation topics are impacting customer satisfaction and gain complete transparency into how our AI processes every interaction. These new capabilities move beyond simple analysis, giving you the clear, actionable insights needed to drive meaningful performance improvements.

Executive Summary

CSAT Breakdown by Topic — Identify the specific products, services, or issues that drive customer satisfaction up or down with a new dashboard that links CSAT scores directly to conversation topics.

Session Activity Log — Gain complete transparency into our automation with a detailed log that shows every AI action—like categorization and Auto QA—performed on a conversation, making it easy to verify processing and troubleshoot issues.

GoHighLevel Multi-Account Support — Agencies can now connect and manage all their GoHighLevel locations from a single Ender Turing integration, eliminating repetitive setup and providing a unified view of analytics across their entire client portfolio.

Highlights

CSAT Breakdown by Topic — Pinpoint Exactly What Drives Customer Satisfaction

Previously, you could only analyze CSAT by agent, making it difficult to know if low scores were due to an agent's performance or a systemic issue with a product or process.

▸ Identify satisfaction drivers: See which topics consistently receive high or low CSAT scores.

▸ Target process improvements: Pinpoint problem areas by topic (e.g., "Billing Disputes") to enable more effective script and policy changes.

▸ Measure satisfaction shifts: Compare entry and exit CSAT scores per topic to understand which interactions have the biggest impact on customer perception.

• Before: The CSAT dashboard only showed performance broken down by individual agents.
• After: You can now view CSAT performance broken down by conversation topic, complete with entry/exit scores and trend data.
• In practice: A QA Manager notices the "Billing Inquiries" topic has a significantly lower exit CSAT score than any other, prompting a review of billing-related scripts and policies.

To get started, navigate to the C-Level Dashboard and find the new Topics CSAT Breakdown section.

Session Activity Log — See How AI Processes Every Conversation

When an automated action like categorization or Auto QA didn't produce an expected result, it was impossible to know why without contacting support. You couldn't tell if it was a system error, a configuration gap, or if the process simply hadn't run yet.

▸ Get full transparency: See a complete history of every automated action—categorization, Auto QA, summarization—for any conversation.

▸ Troubleshoot instantly: Quickly diagnose why a session is missing a topic or score by checking the activity log for success, failure, or pending statuses.

▸ Distinguish issues with clarity: Easily determine if a missing result is due to a technical issue (errored task) or a configuration gap (task never started).

• Before: If a conversation was missing a topic or score, you had to contact support to investigate the processing history.
• After: A complete activity log in the session view shows every action, its status, and when it occurred for self-service troubleshooting.
• In practice: A Team Lead sees a call is missing its Auto QA score, opens the Activity Log, and confirms the task completed successfully, indicating the issue is with the scorecard's criteria, not a system failure.

To get started, open any conversation and find the new Activity Log section to see a chronological list of all automated actions.

GoHighLevel Integration — Manage All Your Locations in One Place

Agencies using GoHighLevel had to install and maintain a separate Ender Turing integration for every single client location. This was time-consuming to set up and created a fragmented view of analytics.

▸ Centralize your connections: Connect multiple GoHighLevel locations (sub-accounts) within a single, unified integration.

▸ Simplify setup and maintenance: Eliminate the need to install and configure the app repeatedly for each new client location.

▸ Ensure reliable data sync: A new, built-in rate limiter prevents API throttling, ensuring stable and consistent data synchronization across all your connected accounts.

• Before: Agencies needed to install, configure, and manage a separate integration for each GoHighLevel location.
• After: A single integration can now manage all your GoHighLevel locations, with one central point of configuration.
• In practice: An agency with 20 client locations can now connect all of them to Ender Turing in one step, gaining a unified view of conversation analytics across their entire portfolio.

To get started, navigate to Marketplace > GoHighLevel. When you configure the integration, you can now add and manage all your locations from one screen.

Improvements

▸ Smarter Agent & Team Management — We've streamlined the Agents & Teams pages to save you time. Switching between teams no longer results in empty pages, and agent search is now case-insensitive and includes phone number aliases. You can also now hover over the alias count next to a phone number to instantly see all associated numbers without leaving the list, and you'll receive a clear warning before accidentally deactivating an agent during a merge.

▸ Enhanced Control and Reliability for AI Automation — You now have more control over how AI processes conversations. Administrators can adjust the maximum number of AI categorization attempts per conversation directly in Settings to balance accuracy and cost. We've also improved the reliability of funnel creation and fixed issues where categorization could fail, ensuring more consistent and accurate automation results.

Fixes

▸ Improved stability and session handling to prevent intermittent data loading errors on scoring pages.