v3.0 Release Notes
| UAT Release Date | 7th August 2025 |
|---|
We’re excited to announce a major milestone with the release of SmartAgent v3.0
Whilst our customers have always benefitted from AI through the power of AWS and Amazon Connect, this release marks the beginning of our journey to offer even more AI in SmartAgent, with Generative AI-powered features to empower your agents.
This release also brings the highly anticipated launch of Live Video Assist, which allows your customers to share a live video of their surroundings with your agents.
To mark this release, we’ve redesigned our login page to reflect our evolving brand & values. Read more about why we made this change and what it means for our product direction in SmartAgent Tagline & Graphics.
What’s New?
AI Catchup for Email
SmartAgent can now automatically generate clear, concise summaries of inbound emails—no matter how long or complex the thread.
By filtering the noise and highlighting key points, agents can focus on what truly matters. Whether it’s the first message or the fifth in a long exchange, agents can quickly understand the conversation at a glance—resulting in faster, smarter, and more informed interactions.
You can see AI Catchup summaries in the following areas of SmartAgent:
- Work Tray
- Work Tray Pop-Out
- Contact Search
- Contact History
Permission Access – Summaries are only visible to users with appropriate access rights.
Key Benefits
- Improved Productivity No more scrolling through lengthy email chains—get straight to the core of the conversation.
- Greater Accuracy AI highlights what matters, reducing the risk of missing or misinterpreting key information.
- Controlled Visibility Access is managed through existing user permissions, giving you full flexibility over the feature.
How to enable this feature
📆 Please speak to your Customer Advocate about enabling this feature.
AI Recap for Voice and Chat (using Contact Lens)
With the help of Contact Lens we’re adding post-contact summaries to voice calls and chats in SmartAgent. This feature will help your agents and supervisors to quickly understand the key points of every conversation.
Where you’ll see “AI Recap” summaries
- After-Contact Work (for chat)
- Contact Search (for voice and chat)
- Contact History (for voice and chat)
Permission Access — Summaries are only visible to users with appropriate access rights.
Key Benefits
This feature can streamline handovers, help managers to understand the context quickly, Supports Quality Assurance, and save time at every stage of the contact lifecycle.
How to enable this feature:
Contact Lens must be enabled on the contact flow
Enable the relevant permissions for the relevant role(s)
Live Video Assist
We’re excited to introduce Live Video Assist, a new capability within SmartAgent that allows agents to convert an active voice call into a one-way video interaction, enhancing issue resolution and customer experience.
What it does:
- Enhance inbound or outbound voice calls with one-way video calls.
- Customers join via a secure link — no downloads required.
- Agents can capture screenshots during or after the call.
- Customers can blur backgrounds or switch between phone cameras.
- All video interactions are recorded in the Contact Transaction Record.
Why it matters:
- Drives faster issue resolution with visual context.
- Reduces on-site visits, supporting sustainability goals.
- Delivers a more personal, human experience for customers
To learn more about this feature visit this Feature Overview
How to enable this feature:
Please speak to your Customer Advocate to schedule a session.
Chat: Expanded View Option
A new Expanded View mode is available in the worktray for Chat.
Why this matters:
Some chats can stretch over multiple threads or cover complex topics. The new layout makes it easier to see more of the conversation at once — reducing scrolling and making it quicker to take action.
Agents can toggle between standard and expanded views depending on what’s most useful for the situation.
This will be rolled out to both SmartAgent full
and SmartAgent embedded.
How to enable this Feature?
This feature is turned on by default for everyone.
Grouped Queues Views on Real-Time Metrics
You can now enable Grouped Queues on the Real-Time Metrics page — making it easier to manage and monitor multiple queues in one view.
What’s new:
Group up to 100 queues into a single display row, with totals rolled up for quick insight.
Toggle grouping on or off using the new switch at the top of the Queues panel.
Helps simplify supervision for teams managing large queue sets, such as split by product, region, or channel.
Why this matters
This update reduces visual clutter and makes high-volume environments easier to supervise — especially during peak periods. Instead of scanning dozens of individual rows, you can now track performance and availability across logical queue groups at a glance.
To enable grouped queues, please speak to your Customer Advocate to schedule a configuration session.
Bug Fixes
| Area | Description |
|---|---|
| Duplicate Contact Labels | Fixed a bug that caused “Oops” errors when duplicate labels were used in contact logs. Labels must now be unique.  |
| Contact Search | Fixes issue where email replies were not showing in Contact Search when using subject keywords. |
| Real Time Metrics | Resolved an issue in the Real Time Metrics page where long queue names would overflow and overlap adjacent UI elements, affecting readability. |
| Social Channel Settings | Fixed an issue where the Channel dropdown in Social Channel Settings appeared empty for some users. |
This release also includes several general improvements and background fixes to further enhance platform stability and performance.
Known Issues
We are aware of some issues in UAT; we will update this page once these issues are resolved:
| Area | Description | Status |
|---|---|---|
| Restricted Queue Access with Resource Tags | Queues which should be restricted for agents with the restrict-queue-access permission in Real-time Metrics, Contact Search, Queued Tasks | ✅ Resolved |
| AI Recap (for Chat) | This new feature is not yet working for Chat. | ✅ Resolved |
Changes since first published
- Aug 14, 2025
Patch release 3.0.1 - Aug 14, 2025
- Minor styling fixes on Real Time Metrics Page
- Aug 14, 2025
Patch release 3.0.2 - Aug 14, 2025
- Fixed very long queue names merging into data columns
- Realtime Metrics Alert icons obscuring view of metric values on some screen resolutions