Produktnyheter inom Kundservice & Support

nrs_data field added to callback payloads

An nrs_data field is being added to the structure of various callback payloads, postponed from its original July 8 schedule.

Webex Suite 46.7 released

Version 46.7 shipped across Windows, Mac, iPhone, iPad and Android with end-to-end encryption for direct calls and Call Analyzer improvements for meeting join flows.

Drop Participants from Voice Conferences

Primary agents can now remove participants from active voice conference calls via a dropdown in Agent Desktop.

Phone icon for Product Type + CMDB sync push notifications

Added a new phone icon to the Product Type icon options and push notifications for CMDB sync completion.

Australia Patch 4

Latest generally-available patch of the Australia release family, available to all customers on the Instance Upgrade Management Dashboard.

RCS Error Code Change

The error code returned when an RCS message cannot be delivered to an unreachable device changes from 30036 to 30046 for more accurate failure attribution.

Connect EOS customer messaging goes live for select cohort of apps

Two-week notice that end-of-support customer messaging will roll out to production instances for a selected set of Connect apps.

SuperOffice Online 12.2

New version of SuperOffice CRM in which AI becomes part of how you work every day.

Manage MCP Server connections from the dashboard

Admins can now see and revoke AI assistant MCP Server connections directly from the Ada dashboard.

Unified Reporting for Webex Contact Center and Webex Calling

A new Analyzer stock report links Contact Center and Calling records through shared Interaction IDs for end-to-end call tracking.

CxEngage Release 26.07.08 — new Contacts tab

Combines the Info and History panels into a single, more user-friendly Contacts tab in Skylight Desktop for a better agent experience.

Glacier release

Broad platform release adding AI billing in Financial reports, WhatsApp blocklist support, enhanced Conversations/Inbox analytics, customer-profile segmentation improvements, and new capabilities across TikTok, Viber, Voice and Video, WhatsApp, and Zalo channels.

v5.66.3 (20260708103726)

Security hardening, a fix for AWS KMS call performance, and multiple bug fixes for ticket rules, CSV exports, and email notifications.

Conference List Endpoint Rollout Extended

The change to return only in-progress conferences from the Conference List endpoint is postponed to September 30, 2026 based on customer feedback.

v5.65.21 (20260708100249)

API documentation improvements, faster email-account listings, and fixes for subject encoding and ticket-postponement rules.

Slow channel version 46.6.1

Release-date update notification plus deployment of the slow channel 46.6.1 build.

Glossary changes now appear in the Audit log

Custom glossary term edits are now tracked in the audit log, capturing who changed what and through which interface.

Node.js v24 Runtime Support

Twilio Functions now supports Node.js v24 as a build runtime with automatic dependency upgrades during deployment.

Version 2.92.6

Bugfixes.

Unlicensed/anonymous/customer access support for UIM Forge modules

Adds support for unlicensed, anonymous, and customer access to UI Modifications Forge modules.

Chronological order for agent arrays in the Data Export API

The Conversations endpoint now returns agents in the order they joined, with stable ordering across repeated calls.

Edit team member roles inline

Team member permissions can now be edited directly on the Team page instead of removing and re-inviting.

WhatsApp Usernames Support

WhatsApp Usernames is now supported on the Twilio Platform and Messaging APIs, letting users mask phone numbers via Business Scoped User IDs.

Branded Calling Public Beta Expansion

Branded Calling entered public beta for customers in Canada, Germany, and the United Kingdom.

Build 13062

Fixed Rule Library Sync issues in Scalability Setup and patched three security vulnerabilities including remote code execution flaws in agent installation and log forwarding.

Refund shipping fees with Shopify in Dixa

Agents can now refund shipping fees on Shopify orders directly from within Dixa.

Custom user attributes for ABAC policies + expanded Agentic Virtual Agent language support

Adds custom user attributes for attribute-based access control, custom attributes for knowledge filtering in Agent Copilot, and 14 new Agentic Virtual Agent languages including Swedish.

Change Scheduler: include overlapping changes

Introduced an 'Include overlapping changes' option so users can view all scheduled changes for a period alongside the current schedule.

Australia Patch 2 Hotfix 3

Hotfix build for the Australia release made available for upgrade.

Apply discounts on Shopify orders from Dixa

Support agents can apply discount codes to a customer's Shopify order without leaving Dixa.

v5.66.3 (20260706134139)

Major release adding new OpenAI AI models, improved datetime standards compliance, plus security and access-control fixes.

One-click speed-dial transfers in Microsoft Dynamics 365 CTI connector

Administrators can enable configured speed-dial entries for faster call transfers directly from the connector.

Australia Patch 2 Hotfix 3a

Follow-up hotfix build (the Q3 2026 patch target) available to all users.

Article availability rules in the Knowledge API

The Knowledge API now supports availability rules to control article access based on variables like language or user role.

Connect AI and Workflow enhancements

Adds synchronization timing controls for knowledge sources plus workflow delays and timeouts.

Service Update 26062 (v9.0.26062.2004)

Latest scheduled service update for Dynamics 365 Customer Service, rolling out to the earliest release stations in late June / early July 2026.

CxEngage Release 26.07.01 — upcoming Contacts tab

Pre-announces the Contacts tab with new icon-based controls for contact management scheduled for the following release.

Workflow Assist expanded to all editions

Workflow Assist is now available across all editions and Zia can handle attachments and generate workflows from images.

v5.65.21 (20260701151244)

Adds AI credit provisioning functionality and resolves API documentation accessibility issues.

July 2026 Release Notes

New capabilities across Channels, Conversations, Salesloft Connect, Clari AI, and security (anticipated release July 7, 2026).

Help Test Out the Redesigned Version of ChatBot's Visual Builder

Users were invited to beta test a redesigned Visual Builder with an improved editing experience.

Meet the new Knowledge Base Explorer

Fully redesigned Knowledge Base Explorer with real folders, archive filters, and easier item movement for better knowledge organization.

Track Calls by Queue Wait Time

A new chart analyzes answered inbound calls across seven wait-time buckets to help teams assess contact-center performance.

Build 5570

Added migration compatibility for Unified Log360, letting standalone deployments and EventLog Analyzer integrations transition to a centralized platform while preserving configurations.

Developer Portal 2.15

Adds Messages so partners can reply to shared customers and get notified about support requests.

Power up Your Customer Support, Marketing, and Sales With Ready-To-Use ChatBot Templates

A library of pre-built ChatBot templates was released to help users launch bots faster for support, marketing, and sales use cases.

AI Answer Assistant: the right answer, every time

AI feature that pulls a ready-to-use draft from the matching knowledge item to help operators respond consistently to tickets.

Disable Incoming Calls on a Phone Number

Admins can now disable incoming calls on specific numbers and route callers to voicemail or a disconnect message.

Telephony setting: Stop recording on transfer

New telephony option to automatically stop call recording when a call is transferred.

v5.65.21 (20260630112214)

Hotfix addressing task hydration problems with legacy recurrence settings.

New compact header style

New display options let users choose between Compact and Standard header styles for the chat widget.

Unified conversation data extraction + mobile messaging improvements

Introduces scalable Genesys Cloud CX conversation data extraction and enhancements to mobile messaging.

Scheduled Callback for Outbound Campaigns

Agents can create callback requests during outbound campaigns, with the information passed to campaign managers.

SMS configuration bug on Build Dashboard fixed

A bug affecting the SMS configuration process on the Sinch Build Dashboard was resolved, with no action needed for existing setups.

What's New in Front — June 2026

Introduces AI file uploads for knowledge sources, four new integrations, and early access to a redesigned mobile app.

Simplified template management and other improvements

Introduces dynamic workflow forwarding and default placeholder values for WhatsApp templates.

Status Search API supports filtering by global statuses

The Status Search API can now filter results by global statuses.

Track Live Call Metrics with Dual-Axis Charts

The Live Contact Center dashboard can now plot two call metrics on separate axes for side-by-side comparison.

46.6.1 stability fixes

Stability fixes applied to version 46.6.1 across desktop platforms.

Microsoft Teams integration in UAE data center

Microsoft Teams integration is now accessible in the United Arab Emirates data center with manual switching.

New Visual Experience for Analyzer

A redesigned Analyzer interface adds Light and Dark mode options while preserving existing functionality.

Release notes 26.26

Hotfix release fixing a rare bug where a callback could be created with a duplicate ID.

Claromentis 10.6.3

Per-application AI customization, document preview improvements, and bug fixes for InfoCapture report pre-filters.

SuperOffice Onsite 11.15

Latest onsite release of the SuperOffice platform.

Helper feature for SMS credential updates

A helper feature was added to the SMS channel credentials update flow to prevent unintended changes when masked credentials appear in update requests.

Parcel Lab integration

Integration with parcelLab surfaces shipment and delivery-tracking data inside Dixa conversations.

evasys 2026.1

Adds improved system search, structured export of search results for GDPR data-access requests, stronger participant-data protection in CSV exports, and new settings for recurring processes.

Glad sommar – och ett tips eller två inför stundande semester

Company summer greeting with a couple of pre-vacation IT tips.

WhatsApp typing indicators and read receipts

Support for WhatsApp typing indicators and read receipts was introduced via the Send Event endpoint.

Build 15150 (v15.1)

Zulu OpenJRE upgraded to 11.0.30, JasperReports vulnerability patched, and a First Response SLA bug fixed.

Version 3.35.0 (Desktop)

Messaging improvements including a customer notification banner, browser notifications for unread messages, automatic phone-number-to-contact conversion, an expanded conversation window, and bug fixes.

Build 13060

Upgraded Elasticsearch to 6.5.4 and Kafka to 3.9.2 and patched vulnerable JAR dependencies and legacy Redis components.

Engagement source tagging for Open Messaging + supervisor takeover

Adds engagement source tagging for Open Messaging and supervisor conversation takeover capabilities.

Final notice: removal of the old workflow editor in Jira

Announcement that the legacy workflow editor will be removed from Jira.

Knowledge Base updates and other improvements

Adds dynamic website crawling for the knowledge base and SSO role-specific configuration.

Release notes 26.24

Outbound browser agents can now pick and persist audio input/output devices; a new Omni IVR applet captures caller recording-consent so agents cannot record if the caller declined; plus fixes to failed assisted transfers and editing of deleted products.

Resource-restricted tokens for OAuth 2.0 (3LO) apps & Partner Security Incident Response Program

Introduces resource-restricted OAuth 2.0 (3LO) tokens and announces the Partner Security Incident Response Program.

Shopify: Country-specific HS codes on items and new improvements

Enables country-specific HS codes and prepaid duties for more precise customs handling in Shopify.

Claromentis 10.6.2

Collapsible document details panel, accessibility enhancements for growl messages, and RSS image inclusion.

CxEngage Reporting Release 26.06.17

Changes the default Tenant ID filtering to improve performance across reports, dashboards, and schedules.

Mobile CRM 11.1.13

Latest release of the SuperOffice Mobile CRM platform.

Developer Portal 2.14

Introduces messaging center functionality in the developer portal.

Product Update June 2026

Adds support for WhatsApp usernames and Business Scoped User IDs (BSUIDs) and lets Webcare tags be used as labels in Media Monitor.

Version 13.26.25

New integration to Resurs Bank's latest API with hosted checkout, improved Adyen callback handling, removal of legacy payment integrations, plus bug fixes for search relevance, shipping methods and currency display.

Månadens tips inför sommaren!

Monthly tips post ahead of the summer season.

Webex Suite 46.6 released

Version 46.6 added automatically saving settings on Windows, new Linux virtual backgrounds and improved content sharing support.

Webhook header encryption + new project settings tab

Added support for webhook header encryption and a new project settings tab for scheduling and closure behavior.

CityMail: New carrier in Sweden

Adds CityMail as a carrier option for sending and receiving return shipments in Sweden.

Version 2.92.2

Performance improvements and bugfixes.

Easier management of linked operators and person cards

Aligns archiving, deletion, and anonymization between person and operator cards for consistent user management.

Semantic topic spotting + SSO configuration options

Adds semantic topic spotting for topic configuration and new single sign-on configuration options.

Native Woocommerce integration

Native WooCommerce integration brings order and customer data into the Dixa agent view.

DHL Parcel: Parcel Connect Light now available

Introduces DHL's Parcel Connect Light for shipping low-value parcels internationally.

Conversation API unified IP list upgrade

An infrastructure upgrade on June 18, 2026 replaces regional IP lists with unified addresses, requiring allowlisting users to update firewall configurations.

Release notes 26.24

Outbound agents working in the browser can now select their speaker/microphone devices, with the choice remembered between sessions.

Version 13.26.24

Support for fetching return QR codes via PostNord plus improvements to payment integrations (Nets Easy), content management, order handling and Klaviyo.

Claromentis 10.6.0

Blog trashcan management, reCAPTCHA on public forms, and sticky column headers for task views.

Introducing the Calls Tab in Ticket Updates

A new Calls tab surfaces all associated call information within ticket updates, including recordings and transcripts.

Build 13056

Fixed Active Directory tab crashes when no ADAudit Plus source was configured and resolved database connection timeouts during simultaneous compliance extension installs.

Verbatim user input for Agentic Virtual Agent + schedule management updates

Adds verbatim user input configuration for Agentic Virtual Agent authors and schedule management improvements.

GLS: New product - SameDay Parcel

Adds express same-day delivery capability via GLS's new SameDay Parcel service.

June release schedule adjustment

Notice of a schedule adjustment for the June monthly update.

Chat with customers in their native language

One-click conversation translation lets support teams respond to international customers without external tools.

Bring: New parcel locker product and expanded country coverage

Adds a new Bring parcel locker product in Norway and expands supported country combinations.

June 2026 Release Notes

Introduces three new AI analytics metrics, Cadence Collections, and native Clari Copilot integration.

Product cards straight from your feed

Mira AI now pulls product images directly from connected product feeds for consistent visuals in conversations.

Release notes 26.23

Admins with Invoicing-page access get a new Cancel order button to cancel a LeadDesk order.

Version 13.26.23

Enhanced Swish order tracking in GA4, better gift-card handling with order verification, and improved synchronisation with third-party systems like Sitoo and Extend.

Change Management dashboards in the TOPdesk Reporting Hub

New dashboards showing how changes break down across the organization and compliance performance against targets.

Here's What's New From June 2026 || Kommunicate Product Updates

Monthly roundup of Kommunicate/Kompose product updates released in June 2026.

Service Update 26054 (v9.0.26054.1005)

Prior Customer Service service update, current in Europe and Asia-Pacific stations during June 2026 with per-region scheduled deployment dates.

Service Update 26052 (v9.0.26052.1003)

Earlier June 2026 Customer Service service update, current in North America and Government Community Cloud/China stations.

Version 6.21.0

Buggrättningar & mindre förbättringar (bug fixes and minor improvements).

Prata med din kunddata

Launches the AI feature 'Ask anything', letting users query and analyse all collected customer feedback in natural language.

Version 13.25.22

New feature to manage cancelled/returned purchases (Hantera ångrade köp) along with various bug fixes and integration improvements.

Build 13055

Corrected dae.properties file corruption from race conditions and removed false-positive notifications about inaccessible Elasticsearch archive locations.

Release notes: Releases 26.22 and 11.7

Combined release across both LeadDesk Cloud branches with Omni and conference-call recording bug fixes.

REVE Chat V6.2.0 - From conversations to action: The AI Agent era begins

Introduces AI Agent automation letting businesses build and deploy agents that understand customer intent, connect to business data, and trigger API actions.

v2.9.1

Fixed multi-rating selection to preserve the score and corrected score transmission to the Orb client.

v2.9.0

Added layout mode locking for Orb Web, new multi-rating and date-picker widgets, and HTML comment support for Zendesk tickets.