v3.6 Release Notes
| UAT Release Date | 16th July 2026 |
|---|
Investing in the Future of SmartAgent
Over the past four months, alongside delivering customer-requested enhancements, we have invested significantly in the underlying SmartAgent platform to support our next generation of AI and customer experience capabilities. These foundational improvements, together with enhancements to quality, security, performance and resilience, provide a stronger platform for future innovation.
As part of this evolution, we are moving to a planned quarterly release cadence. This allows us to deliver larger, more comprehensive releases that provide greater value to our customers while ensuring the platform continues to evolve in a scalable, secure and reliable way.
We are pleased to announce the release of SmartAgent v3.6.
Platform Investment Highlight
In addition to the customer-facing enhancements included in this release, we have continued to invest in the SmartAgent platform by:
- Strengthening the underlying platform architecture to support future AI and customer experience capabilities.
- Improving platform performance, resilience, scalability and operational reliability.
- Enhancing platform security and overall platform stability.
- Establishing the foundations for our next generation of AI-powered customer experience and CX Decisioning & Orchestration capabilities.
Improvements
Email Attachments
Customers can request that email attachments open securely in a separate browser tab without providing the option to download them. This enhancement supports organisations with enhanced security and compliance requirements
To enable this feature, please contact the Helpdesk.
Real-time Monitoring
SmartAgent can now be opened in multiple browser tabs, allowing supervisors to monitor real-time metrics while continuing to work elsewhere within the application.
To enable this feature, please contact the Helpdesk.
Improved Access Messaging
Agents who do not have permission to access SmartAgent are now presented with a clearer and more actionable message, helping them understand why access has been denied and what action is required.
Contact Search
When a search returns more than 1,000 contacts, users will now receive a message prompting them to refine their search criteria. This improves both search performance and usability.
Improved Permission Guidance
Additional descriptive guidance has been added to the Customer Inputs permission, making it easier for administrators to understand its purpose and when it should be assigned.
Bug Fixes
Role Synchronisation
Fixed an issue where the CallCenterManager security group was incorrectly synchronising with Supervisor role permissions.
Contact Logs – Form Creation & Editing
Fixed an issue where deleting a parent group caused child groups to remain visible until the page was refreshed.
ID&V
Fixed an issue where checkboxes within the ID&V component were misaligned.
Contact Search
Fixed an issue where, in some circumstances, Webform contacts returned no results in Contact Search.
Call Monitoring
Fixed an issue that incorrectly required supervisors monitoring calls to complete a Contact Log.
Auto Callbacks
Fixed an issue where Auto Callbacks did not correctly enforce After Call Work (ACW) time limits.
Contact Log ACW
Fixed an accessibility issue affecting keyboard navigation within Contact Log ACW, where headings and selectable items were not correctly differentiated when navigating dropdown lists.
Looking Ahead
Thank you for your continued partnership and feedback. Your input continues to shape the evolution of SmartAgent.
As we move to our new quarterly release cadence, we look forward to delivering larger, more valuable releases alongside continued investment in the platform and our next generation of AI-powered customer experience capabilities.
Notes: 20.07: Amendment made to wording for email attachments
21.07: * Screen shot added for email attacments (the existing download icon is roatated to indicate the attachment can only be opened)*