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June 20, 2026

This release brings message status indicators for webchat, new campaign functionalities and additional agent management tools.

Change log​

New functionality​

  1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.
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  1. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.
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  1. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.
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  1. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.
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  1. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
  2. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.
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Improvements and adjustments​

  1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
  2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
  3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
  4. Additional redundancy for voice services, rolled out gradually.
  5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
  6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
  7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
  8. Fixed an issue where cloning a workflow did not clone its containers as well.
  9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
  10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
  11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
  12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
  13. Fixed an issue where the recording was not available for calls initiated through the public API.