New Features

Drafts on interactions. Replies and notes are now saved as drafts during your session - replies on digital interactions and notes for both digital and voice interactions. Drafts are cleared when a message is sent, when an interaction is removed, or (for replies) when the status changes to 'Wrapping'. 

Notes stay saved until they are manually submitted or the interaction ends. You’ll now see an indicator on tabs when a draft is in progress, and the Inbox Card will show reply drafts instead of the last message. New interactions won’t save drafts, keeping things clutter-free. See this guide for more information on the feature.

Contact Hub. You can now place a call while already on another call in Contact Hub, allowing for conferencing or separate conversations. Additionally, you can make multiple third-party calls simultaneously, removing the previous one-call limit. The queue list’s “New Interaction” button has been redesigned and now includes options for adding another caller, starting an email, SMS, or WhatsApp, and requesting a Voice Call (previously called Manual Dial). To keep things consistent, the “Manual Dial” option in the user menu has also been renamed to “Voice Call,” but it works the same as before.

Interaction routing. We’ve introduced a new “Interaction Routing” section in digital queue settings, giving you more control over how replies and reopened interactions are handled. This update allows you to choose whether these interactions follow an “Oldest First” routing or skip the queue for immediate handling. We’ve also renamed “Requeued Thread Wait Time” to “Wait Time” and added a toggle called “Wait for Previous User”, making it clearer when replies and reopened interactions will wait the last agent before reassignment. Existing digital queues will continue to function as they do today, while all new digital queues will default to “Oldest First” routing with “Wait for Previous User” disabled for a more intuitive experience.

Product Updates

Manager Portal/Management

Queues. We’ve fixed an issue where an invalid user remaining in the campaign queue could cause a system crash. Now, any user who fails validation is properly removed, preventing repeated call assignment attempts and ensuring smoother operation.

CTU. We’ve fixed an issue where users couldn’t be kicked from the CTU page. This functionality has now been been restored, ensuring users can now be removed as expected.

User Portal/Contact Hub

Dynamic Nailup. We’ve fixed an issue where users using dynamic nailup couldn’t take Virtual Queue calls if the softphone tab had been mistakenly closed. Now, the tab will reopen as needed, ensuring calls connect properly and users remain available.

Script Only Interactions. We’ve fixed an issue where notes on Script Only interactions weren’t being saved or displayed correctly in Contact Hub. Now, these notes are properly linked to the script-only history, allowing users to view them just like call or interaction notes. Script Only interactions also now appear in Contact History, with accurate timers and improved lead linking.

Scripts. We’ve improved how script iframes are handled when disposing of calls or interactions. Instead of removing them immediately, they now remain until the system confirms the call or interaction has ended. This prevents multiple unnecessary requests to iframes, ensuring smoother performance.

	As well as the highlighted areas above, there have also been some quality-of-life improvements and software stability fixes added to the product.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.