v3.1 Release Notes
| UAT Release Date | 2nd October 2025 |
|---|
This release focusses on making everyday workflows smoother with faster queue filtering and new ways to find exactly what you need in Contact Search - locating Voice contacts with Live Video Assist sessions and searching Tasks tagged with a customer account number.
We’ve also taken feedback to improve AI Catchup for Email, ensuring information is categorised and displayed more clearly and consistently for agents.
What’s New?
AI Catchup (email)
Following Customer feedback we’ve made improvements to the new AI Catchup for email feature. Information is now categorised and displayed more clearly and consistently, so your agents can grasp the context they need faster and provide more accurate responses to customers.
The following sections are now present on every summarised contact:
- Issues- Highlights the reason the customer is getting in contact.
- Information - Summarises key details and additional context provided by the customer, such as customer account number and action taken so far.
- Expectation/Outcome - Shows what the customer ideally wants to happen or the results they expect.
- Sentiment - Captures the overall tone or emotion expressed in the message.
How to enable this feature
Please speak to your Customer Advocate about enabling this feature.
Contact Search - Live Video Assist
Users can now search for Voice contacts that included a Live Video Assist session.
This option is permission-based. If your organisation has Live Video Assist enabled and your role includes the ‘View Recordings and Images’ permission, you’ll see a Live Video Assist checkbox in Contact Search when the channel is set to Voice.
If your organisation does not currently have Live Video Assist, you can learn more here or by reaching out to your Customer Advocate.
Contact Search - Search by Account Number
Users can now search for Tasks that were created via the Task upload spreadsheet or the API in Contact Search.
This option is permission-based. If your organisation has the Task Import feature enabled and your role includes the new ‘Contact Search – Search by Account Number’ permission, you’ll see a new Account Number field in Contact Search when the channel is set to Task.
If your organisation does not currently use the Task Import feature, please contact your Customer Advocate.
Queued Tasks
Users can now search for options in both the Channel and Queues drop-down menus by typing text.
Simply select the desired drop down menu and start typing—matching options will appear.
If your organisation is interested in finding out more on the Queued Tasks feature, please contact your Customer Advocate.
Other Improvements
We’ve been working hard on modernising our deployment methods and infrastructure management tooling, this consolidates our deployment stacks and improves the management of components deployed to our customer’s AWS accounts.
For example, simplifying the way we manage Node.js runtime versions. You won’t see the benefits straight away, but this investment lays the groundwork for long-term improvements.
What this means for you:
- Faster, smoother releases – updates become smoother with less risk of service disruption.
- Stronger security – we can update the latest patches faster to reduce risk.
- Quicker innovation – new features and integrations can be rolled out faster.
- Scalability – we’re ready to handle more users and higher demand as you grow.
- Future-proofing – helps us avoid disruption from outdated code or infrastructure.
- Better visibility and monitoring of accounts and the infrastructure within.
Bug Fixes
| Area | Description |
|---|---|
| Realtime Metrics - “Select All” option | We’ve fixed an issue on the RTM page where the ‘Select All’ option disappeared when searching.  |
| Contact Search - Search using Keyword | Fixed an issue where searching in Contact Search using a keyword only returned the original email. Outbound messages are now included in the search results |
| Contact Log - Whatsapp | We’ve Fixed an issue where the Contact Log could incorrectly display the contact reason from a previous conversation when an agent received a new Whatsapp message. |
This release also includes several general improvements and background fixes to further enhance platform stability and performance.
Changes Since first published
Bug Fixes - Contact Log Whatsapp - 3rd October 2025
Known Issues
If we become aware of any issues in UAT we will update this page once these issues are resolved:
| Area | Description | Status |
|---|---|---|
| None | None. | ✅ Resolved |