Upcoming changes

In an effort to increase transparency from our product team to our users, we created this page to share the items we are currently working on or planning to work on.

This page lists planned changes for upcoming releases. Please note that all items are tentative and may be removed, postponed, or changed before release. There is no guaranteed ETA, and nothing listed here should be treated as a confirmed commitment.

Items may disappear at any time if they are moved into a release note, development is paused or discontinued, or the expected delivery timeline exceeds 3 release cycles. The reason an item is no longer here will not be disclosed.

Changes to how you work

Planned changes to things your users already know – a button that moves, is renamed or is removed, a step that works differently, or a changed default – and to what existing roles can do. See When we notify you.

1. Deleting call recordings (role permission): A new permission will allow deleting the recording of a task, conversation or voicemail. Users whose role includes it will be able to delete recordings, and reports will show that a recording was deleted and by whom. If you want to review who has this permission, contact Customer Success before the release.

Feature PBIs

1. Draft mode for Send Reply node: Add a draft mode option for the Send Reply node in email workflows. When enabled, the node should expose an output called "Email Draft created" that can be paired with a queue where agents are assigned. When the item reaches the agent, they should see that it is an email draft generated by the system and can edit, discard, or send it as needed.

2. Visual indicator in email fragment if the customer has other emails in the queue: Display a visual indicator in the email that says "This customer has X email conversations waiting in the same queue," where X is the count of emails. Emails that are part of the same thread are routed to the same task anyway, but when a customer sends additional emails outside the same thread to the same queue, this indicator should be displayed. Add the option to manually refresh the indicator so the agent can click a button and see whether other agents have already retrieved emails. If so, display: "This customer has X emails with agents." If the privacy feature is not enabled, provide a way to show which agents are involved.

3. Agent ability to pick all emails belonging to the same customer from the queue: In the "Customer has X email conversations in the same queue" visual indicator, add the option to pick all emails or go to APD. These should be two distinct buttons. "Go to APD" is displayed at all times, while "Pick all" should only be shown if the agent is actually able to pick these emails from the queue (for example, the queue is set to hybrid or manual, skillsSkill – A reference to Attributes that are associated to Agents to handle inbound Conversations. match, BU, etc.). The APD is pre-filtered by email and the customer email address. If another agent has already received an item from the customer, only pick the emails that were not already handled by an agent. If the agent cannot pick emails from the queue for any reason, disable the pick button or hide it. If the emails come from an automatic queue, there should be no "Pick all" option; if they come from a manual or hybrid queue, it should be available.

4. Team lead ability to close an agent task from the portal: Provide supervisors with the option to terminate an agent's work itemWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application.. If the agent provided a code or note, preserve it; otherwise, use the default values. A confirmation prompt should appear for the supervisor, and an informational prompt should appear for the agent explaining that the work item was closed by their supervisor.

5. Overdialing mode for campaigns: Introduce a new dialing mode called Overdialing, available alongside the existing predictive dialingPredictive Dialing – An automatic system feature that dials customers based on algorithms and agent availability to minimize idle time. modes. As with predictive dialing, the customer is called first and the agent works with the same predictive campaign view. Administrators set a minimum and maximum number of parallel calls per agent, and a maximum abandoned call threshold. While the abandoned call rate stays below the threshold, the dialer uses the maximum number of parallel calls; when it reaches or exceeds the threshold, it uses the minimum.

6. Quick dial for agents: Introduce a quick dial option so agents can call a number with significantly fewer clicks. Agents set their own default agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc. and channel, then simply click the quick dial button, type the number and press Enter. The defaults can be changed at any time, and quick dial is available both while idle and on break.

7. Automatic WebRTCWebRTC – Web Real-Time Communication: browser technology that lets agents make and take calls directly in the Agent Application with a headset, without a desk phone or Microsoft Teams. WebRTC calls can be auto-answered. extension for new agents: For tenants using WebRTC agents, the WebRTC extension will always be generated automatically in the background when creating an agent, importing agents in bulk, or promoting a user to an agent.

Resilience & Stability items

1. Optimized service startup and platform updates
2. Ability to collect diagnostic logs from the Agent UI - phase 1
3. Improved self-recovery for voice services
4. Additional redundancy for voice services, following an incident affecting call handling
5. Regional data processing improvements for speech services
6. Improved monitoring and diagnostics across core services
7. Maintenance and platform upgrades for voice and recording services
8. Stability improvements for recording services
9. Expanded automated testing for voice scenarios

Bugfixes

1. Unable to STOP campaign around 08:40 UTC on 21/09/2026 (now working fine)
2. OData: Ad hoc consult call details missing
3. Call direction missing in conversation reports
4. Agent UI display issue
5. Workflows can be saved with errors inside containers
6. Agent card in the Teams report expands in the wrong team