Product Updates

User Portal/Contact Hub

Agent Assisted Card Payments. 

You can now capture card details directly in Contact Hub, with improved validation for card number, expiry date and CVV. Inputs automatically move to the next field when full, and deselect if no further input is available. We’ve also updated permission names and descriptions for better clarity. Please see this guide for more information.

History view. We’ve fixed an issue where viewing a previous interaction in the Contact History side panel would cause it to reopen and disappear from the Contact History tab. This no longer happens, thanks to an update that prevents the interaction from being reactivated.

Digital interactions. We’ve fixed an issue where disposition buttons and templated responses were missing in draft interactions, despite correct visibility settings. This was due to outcomes not loading when a queue was selected. Outcomes are now fetched properly, with short-term caching to improve performance, and the draft interaction updates correctly to display all expected elements.

Digital interactions.  We’ve fixed an issue where the merge window wouldn’t appear if an inbound call didn’t have a valid ID. This now works as expected, even when the ID is missing.

Warm transfer. We’ve resolved an issue where users weren’t returned to their queue after completing a warm transfer. Previously, they were unnecessarily removed to prevent new calls during pending transfers - but this step wasn’t needed, as the system already blocks users from going ready while transfers are pending. Now, users remain in their queue and become available for new calls once the transfer is complete.

Warm transfer. We’ve fixed an issue in Contact Hub where users couldn’t cancel a warm transfer after retrieving the call from hold. To align with legacy behaviour, the Hold/Retrieve button is now disabled throughout the entire warm transfer process but remains visible to show the call’s status.

Manager Portal/Data

Callbacks. We’ve fixed an issue where changing a private callback to public didn’t reset the contact’s dialling availability. Now, if a private callback is changed, the system correctly restores the original time the contact becomes eligible for automatic dialling (via a public callback).

Manager Portal/Settings

Plans. We’ve fixed a defect that was preventing custom sorting from being applied to contact phone numbers. Custom data fetching plans now correctly honour the specified sort order, such as prioritising mobile numbers first.

Database Updates

Permissions. We’ve updated permission names in Contact Hub as part of the rollout of Agent Assisted Payments. These changes clarify what each permission does—such as taking payments, adding payment references, editing billing addresses or hiding the amount field—making it easier for teams to manage access based on their payment setup.

	As well as the highlighted areas above, there have also been several 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.