October 18, 2025

This release delivers several new features designed to enhance email communication, webchat usability, and reporting visibility, along with important bug fixes improving stability, functionality, and user experience across the platform.

Change log

• NEW Implemented support for attachments in email templates to allow customers and agents to include files when using or sending templated emails.
• NEW Introduced the option to re-open email threads directly from the lookup activity history, allowing agents to continue communication within the same thread.
• NEW Enabled display of conversations and tasks even if the channel or workflow is not available yet, showing them with an 'Unknown name' label instead of hiding them.
• NEW Added an option to disable the webchat widget’s input field for pre-conversation messages, allowing customers to respond only using the provided suggested answers.
• RESOLVED Fixed an issue where sorting by Current LWT in descending order placed queues with zero LWT at the top instead of at the bottom.
• RESOLVED Fixed an issue where the 'Call customer' feature from webchat did not initiate a call when pressed during an active chat.
• RESOLVED Fixed an issue where Integration API calls made by the conversational bot were not appearing in the conversation history, even though the requests were successfully sent.
• RESOLVED Fixed an issue where the Queue node displayed a warning for a missing callback output even when the 'no queue treatment' option was selected.
• RESOLVED Fixed an issue where admins could not select a language profile for chat live translation when the Call translation feature was not properly configured.
• RESOLVED Fixed an issue where attachments uploaded by agents were displayed with generic names like 'ATT0001' and could not be opened due to having an incorrect file type.