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March 21, 2026

This release introduces new features and improvements across messaging, reporting, voice campaigns, and performance, along with several bug fixes to enhance stability and reliability.

Change log​

New functionality​

  1. Added a new Instagram channel integration (Instagram API with Instagram Login) enabling end-to-end messaging, media sharing, and customer interactions via Instagram.
  2. Added the ability to reschedule campaign tasks to a specific agent within the business unit, with agent availability and skills visibility and optional enablement via campaign settings.
  3. Added a setting for supervisors to disable translated customer audio for agents, allowing reliance on transcripts instead of audio translation.
  4. Added visibility of the last message received via the webchat widget, including timestamp and indication when no recent messages are available.
  5. Added the ability to select and switch between webchat widget versions in the portal.
  6. Added the ability to export filtered task history results to CSV, including all report fields and collected data in separate columns for further analysis.
  7. Added support for increasing the maximum number of parallel calls in voice campaigns from 20 to 100.
  8. Added support for configuring business unit–specific break codes, visible only to agents assigned to and enabled for that business unit.
  9. Added a breakdown of agent break time by business unit in the Agent states report.
  10. Added the ability to customize AI-generated task wrap-up notes, including length, tone, style, and content via configurable prompts.
  11. Added audit logs for agent assist configuration changes, including creation, updates, deletions, and feature modifications.

Improvements and adjustments​

  1. Fixed an issue where bot email replies incorrectly included “HTML body:” text in the message content.
  2. Fixed an issue where applying filters in Realtime Reports caused bots to appear and disappear and the filter section to flicker.
  3. Fixed an issue where customer exports could contain duplicated records in the CSV output.
  4. Fixed an issue where the conversational bot exited unexpectedly when a short silence timeout was set in voice workflows.
  5. Fixed an issue where voice bot workflows did not continue after a bot response and required additional customer input to proceed.
  6. Fixed an issue where agent messages were not visible to customers on Viber.
  7. Fixed an issue where V3 raw data returned agent data as a dictionary instead of an array.