v3.3 Release Notes
| UAT Release Date | 8th January 2026 |
|---|
We are pleased to announce the release of SmartAgent v3.3, which brings some exciting changes including Attachment Virus Scanning and a brand new text editor/composer. We’re also rolling out our latest and greatest Real-time Metrics screens for better visibility and faster insights.
What’s New?
Attachment Virus Scanning for Webchat
Previously, attachment virus scanning was supported on Webforms but now we’re introducing it for Webchat as well. This reduces risk for both your customers and agents from accidental or malicious file uploads.
This changes comes along with a new file upload component to show the status of the current upload to the agent.
Features:
- Seamless experience - one-click upload
- Customer and Agent attachments are scanned
- Real-time updates including Pending, Success and Failed states
- Virus definitions are updated automatically for each scan
- Files with viruses detected are deleted to prevent any potential issue
- Only successful uploads are displayed to the other party
How to enable this feature
📆 This feature requires configuration, please fill out the Interest Form for this feature and we will be in touch.
New Text Editor Pilot release
We’ve replaced our ‘What You See Is What You Get’ (WYSIWYG) text editor which you’ll see throughout SmartAgent for composing emails, webchat messages and more.
Old Editor (Email compose)
New editor (Email compose)
This has brought some small improvements for a more consistent layout and design, with improved usability and accessibility. The overall functionality has been maintained and remains the same.
The new editor is fully WCAG 2.2AA compliant, in line with our commitment to accessibility. For more information please view our Accessibility Statement.
How to enable this feature
📆 This feature is currently in Pilot release, please fill out the Interest Form for this feature and we will enable it for your instance.
Other Improvements
Real-time Metrics | RAG Status
We’re rolling out the new Red-Amber-Green (RAG) status indicators (introduced in SmartAgent v2.99) within Real-time Metrics (RTM) screens to all clients. If you don’t have this feature already, it will be enabled from this release.
Features:
- Cleaner, more intuitive RAG visuals across all metrics
- Improved accessibility for easier interpretation at a glance
- Unified backend with faster data refresh times
Bug Fixes
| Area | Description |
|---|---|
| Contact Trace Records | We fixed a bug where automatic replies or system messages were not previously being captured with a CTR |
| We fixed a UI bug, now the button to scroll to the last message of the thread now works correctly | |
| Chat | We fixed a bug to correct the UI where agents were struggling to insert links into chat conversations |
| Chat | We fixed a bug where quickly repeated keystrokes allowed duplicate messages to be sent |
| Chat | We fixed a bug to improve the reduce errors and improve the handling of errors |
| Contact Search | We fixed a bug with the Contact Search keyword filter |
| Contact Search | We fixed a bug to reduce API calls in SmartAgent in Contact History, reducing repetitive app alerts for non-critical issues experienced by some customers |
| Contact Search (Chat) | We fixed a bug relating to the number of chat attachments being displayed in the contact summary in Contact Search |
| Contact Search (Chat) | We fixed a bug to include the Chat contact summary in the correct place within the transcript |
| AI Summarisation & Contact Search | We fixed a bug so AI Summaries now display in chat CTRs |
| AI Recap Summary | We fixed a bug where the Contact Lens Summary was visible across all tabs when reviewing a contact, it now only shows on the first tab |
| AI Recap Permissions | We fixed a bug to restrict the rendering of contact attributes in contact search & contact history without permissions |
| AI Catchup for Chat | We fixed a bug with this feature to make sure it works without Contact Lens enabled |
| After Contact Work (ACW) | We fixed a bug where the Reason for Contact field would sometimes collapse after 10 seconds |
| After Contact Work (ACW) | We fixed a bug where the ACW countdown was not persisting when navigating around SmartAgent |
| Permissions | We fixed a bug around Agent Status sub-permissions |
| Real-time Metrics | We fixed a bug where old data endpoints were still being called in some cases, causing performance issues |
This release also includes several general improvements and background fixes to further enhance platform stability and performance.