Release notes

User Filtering and Pagination Fix We've resolved an issue in Admin Users where applying a filter from later pages could incorrectly show an empty user list. What changedPagination now resets correctly...

Thursday, 13 August 2026

Video Calling Improvements We've enhanced video calling with new configuration options, improved agent availability controls and a more flexible administration experience. What changedNew configuratio...

Wednesday, 5 August 2026

Enhanced Flow Viewer Filtering The Flow Viewer has been updated with new filtering and reporting options to make it easier to find and analyse decision flows. What changedFlows can now be filtered by ...

Tuesday, 28 July 2026

Decision Tree Preview Toggle Users can now choose whether to display the decision tree minimap when viewing eligible knowledge articles. What changedA new option has been added to show or hide the dec...

Tuesday, 21 July 2026

Improved Video Call Completion We've enhanced the way video calls are finalised to provide a more reliable experience when ending conversations and saving recordings. What changedVideo calls now compl...

Monday, 20 July 2026

Release Information and Licensing Updates We've updated release information links and refreshed third-party licensing information across the platform. What changedLinks to release notes and product up...

Friday, 17 July 2026

Decision Tree Preview for Knowledge Articles Knowledge articles that use decision trees now include an interactive preview, making it easier to understand and explore available paths. What changedDeci...

Thursday, 16 July 2026

Improved Session Navigation We've refined how session updates are handled to provide a more consistent user experience across multiple devices and browser tabs. What changedSession updates are now val...

Wednesday, 8 July 2026

Flow Viewer A new Flow Viewer has been added to make it easier to view and manage flows within the platform. What changedUsers can now access a dedicated Flow Viewer from the platform interface.Flow i...

Thursday, 25 June 2026

Overlay Filter Improvements We've improved overlay layouts to make reporting filters and controls easier to access and use. What changedReporting filters have been moved into the overlay header for a ...

Tuesday, 23 June 2026

Chat Navigation Update We've improved chat navigation so that breadcrumb information stays aligned with the latest chat details. What changedChat breadcrumbs now update when chat details change.Naviga...

Monday, 22 June 2026

Feedback Empty State Improvements We've improved the feedback experience when no feedback questions have been created yet. What changedA clearer empty state is now shown when there are no feedback ite...

Thursday, 18 June 2026

Emoji Picker Improvements We've updated the emoji picker to provide a more appropriate and consistent selection of emojis. What changedOffensive or unwanted emojis have been removed from the emoji pic...

Wednesday, 17 June 2026

Developer Theme Checker A new theme checking tool has been added to help review and validate interface styling more easily. What changedA dedicated theme checker is now available for development and t...

Monday, 15 June 2026

Reporting and Data Refresh Improvements We've introduced enhancements to reporting and data refresh processes to provide more flexible analytics and more reliable updates. What changedReporting compon...

Wednesday, 3 June 2026

Video Chat for Live Chat Video chat is now available within Live Chat, making it easier for agents and customers to connect and collaborate in real time. What changedA new Permit video chat option has...

Monday, 1 June 2026

Knowledge Homepage Builder The Knowledge homepage has evolved from a standard knowledge article into a dedicated homepage experience, providing greater flexibility and easier content management. What ...

Tuesday, 26 May 2026

Navigation Stability Improvements We've made a small improvement to reduce unnecessary navigation updates within the platform. What changedThe platform now checks whether a valid destination exists be...

Friday, 1 May 2026

Real-Time Updates Across the Platform We've introduced new real-time capabilities to keep information across the platform more responsive and up to date. What changedThe platform can now receive updat...

Wednesday, 29 April 2026

Report Builder Access Update Access to the Report Builder is now controlled by a dedicated permission. What changedThe Report Builder menu option is only shown to users with the required permission.Di...

Monday, 27 April 2026