100 updates from Google Cloud.
Headless web SDK: advanced call scheduling is turned on by default The useAdvancedCallScheduling parameter in the headless SDK is now set to true by default.
Skip the IVR greeting message You can now configure your instance to skip the IVR greeting message. Administrators: A new Skip IVR Greeting option is available in the Settings > Languages &…
Queue status endpoint The new queue status endpoint provides real-time data for leaf queues, including estimated wait times, agent availability, callback slot capacity, hours of operation, and…
Google Cloud CCaaS 4.30 We've released version 4.30 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
For call transfers in HubSpot, the ticket owner is automatically updated When a call is transferred from one agent to another with a HubSpot integration, HubSpot tickets now automatically update to…
This release addresses the following issues: • Fixed an issue where email messages in some queues displayed a blank white panel when opened. • Fixed an issue that occurred when a closed ticket ID…
Mobile SDK for iOS version 2.15.4 patch This patch includes the following updates for the mobile SDK for iOS: • Fixed an issue where the iOS app crashed during disconnections. • Updated the Twilio…
Google Cloud CCaaS prerelease notes Here are the prerelease notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
This release addresses the following issues: • Fixed an issue where launching a task virtual assistant during a chat caused the agent's screen to freeze. • Fixed an issue where call transcripts from…
For call transfers in HubSpot, the ticket owner is automatically updated When a call is transferred from one agent to another with a HubSpot integration, HubSpot tickets now automatically update to…
Agent status inheritance for HubSpot users You can configure CCAI Platform to synchronize agent statuses with HubSpot agent statuses in real time. You can also map HubSpot agent statuses to Contact…
Mobile SDK for iOS version 2.15.3 patch This patch updates the following for the mobile SDK for iOS: • Fixes an issue where the iOS SDK app crashed when a user clicked End chat.
Custom field mapping for HubSpot You can map your web or mobile SDK custom data fields to your HubSpot installation's custom fields. At runtime, when the SDK sends a custom data value, the system…
Headless web SDK updates We've made the following updates to the headless web SDK: • New methods: fetchTimeSlotAvailability. Check if time slots are available for a given menu. •…
This release addresses the following issues: • Fixed an issue where the Telnyx integration attempted to reconnect websockets after a failure, even when this behavior was not desired. • Fixed an…
Fewest Agents Routing Fewest Agents Routing has been added to chat Deltacast configuration. Fewest Agents Routing keeps busy agents engaged while preserving idle agents for future workload…
Improved Agent Assist visibility during transfers When a chat is transferred, the originating agent and the receiving agent see Agent Assist as it's configured for their respective teams or…
Skip account or record creation for HubSpot You can configure your instance to prevent the automatic creation of accounts and records in HubSpot while ensuring that data such as media files…
Breakthrough for wrap-up improvements If breakthrough is configured for Wrap-up and Wrap-up Exceeded statuses, agents can now answer breakthrough calls even if they haven't completed…
Google Cloud CCaaS 4.26 We've released version 4.26 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Accessibility and design improvements We've made the following accessibility and design improvements to the web SDK v3 and the headless web SDK: • WCAG Compliance. Updated to comply with Web…
Breakthrough for wrap-up improvements If breakthrough is configured for Wrap-up and Wrap-up Exceeded statuses, agents can now answer breakthrough calls even if they haven't completed…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
This release addresses the following issues: • Fixed an issue that occurred when an agent with Agent Assist transferred a call to a second agent with Agent Assist. After the transfer, the second…
Custom field mapping for HubSpot You can map your web or mobile SDK custom data fields to your HubSpot installation's custom fields. At runtime, when the SDK sends a custom data value, the system…
Accessibility and design improvements We've made the following accessibility and design improvements to the web SDK v3 and the headless web SDK: • WCAG Compliance. Updated to comply with Web…
Headless web SDK updates We've made the following updates to the headless web SDK: • New methods: fetchTimeSlotAvailability. Check if time slots are available for a given menu. •…
Mobile SDK for iOS version 2.15.2 patch This patch updates the following for the mobile SDK for iOS: • Fixed an issue with the mobile SDK on iOS 26 where the chat text field was partially obscured…
Accessibility and design improvements We've made the following accessibility and design improvements to the web SDK v3 and the headless web SDK: • WCAG Compliance. Updated to comply with Web…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
The following issues were addressed in this release: • Fixed an issue where chats escalated by a virtual agent disconnected seconds after assignment to a human agent, preventing the human agent and…
Web SDK v3: advanced call scheduling Advanced call scheduling has the following capabilities: • Day-based time slot selection. End-users can browse available time slots organized by day, with…
Custom field mapping for HubSpot You can map your web or mobile SDK custom data fields to your HubSpot installation's custom fields. At runtime, when the SDK sends a custom data value, the system…
Headless web SDK updates We've made the following updates to the headless web SDK: • New methods: getFeatureFlags. Get the current state of feature flags. • fetchTimeSlotAvailability. Check if…
Virtual agents can transfer calls to a specific human agent Virtual support agents can transfer calls directly to a specific human agent using the agent ID or agent extension number. Include the…
Language selection support for direct calls End-users making direct calls to agent phone numbers and agent extension numbers can select their language at the start of a call. Administrators: The…
Google Cloud CCaaS 4.21 We've released version 4.21 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
The following issues were addressed in this release: • Fixed an issue where backslash characters in chat shortcuts and chat messages weren't displayed correctly, resulting in missing or empty…
Advance reporting dashboards prerelease notes Here are the pre-release notes for updates to the advanced reporting dashboards. When we release these updates, we expect the new capabilities to be as…
Added a Location filter to dashboards The following dashboards now include a Location filter: • Real-time Channel Performance • Transfers • Queue Interval
Queue Performance dashboard improvements We've made the following improvements to the Queue Performance - Calls and Queue Performance - Chats dashboards: • Added the dashboards to the Advanced…
General dashboard updates • In the Performance Overview dashboard, we renamed the following tiles: Queued Now to Current Queued Now • Max Queue Time to Current Max Queue Time The Real-time…
The following issues were addressed in this release: • Fixed an issue where the CSAT scores in the Performance Overview and CSAT dashboards didn't match. • Fixed an issue where the Queue Performance…
Google Cloud CCaaS prerelease notes Here are the prerelease notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
The following issues were addressed in this release: • Fixed an issue where backslash characters in chat shortcuts and chat messages weren't displayed correctly, resulting in missing or empty…
Language selection support for direct calls End-users making direct calls to agent phone numbers and agent extension numbers can select their language at the start of a call. Administrators: The…
Virtual agents can transfer calls to a specific human agent Virtual agents can transfer calls directly to a specific human agent using the agent ID or agent extension number. Include the…
New Total Queued Answered metric in the Chat Queue Metrics Explore The Chat Queue Metrics Explore now includes the Total Queued Answered metric. This metric provides a precise count of chats…
Repeat contacts data added to advanced reporting dashboards Repeat contacts data is now available in the following advanced reporting dashboards: • Real-time Queue Monitoring - Calls and Real-time…
Advance reporting dashboards 4.12 We've released version 4.12 of the advanced reporting dashboards.
The following issues were addressed in this release: • Fixed an issue where dashboard names and favorite buttons were missing, preventing users from renaming dashboards and marking them as…
Advance reporting dashboards prerelease notes Here are the pre-release notes for updates to the advanced reporting dashboards. When we release these updates, we expect the new capabilities to be as…
Repeat contacts data added to advanced reporting dashboards Repeat contacts data is now available in the following advanced reporting dashboards: • Real-time Queue Monitoring - Calls and Real-time…
The following issues were addressed in this release: • Fixed an issue where dashboard names and favorite buttons were missing, preventing users from renaming dashboards and marking them as…
New Total Queued Answered metric in the Chat Queue Metrics Explore The Chat Queue Metrics Explore now includes the Total Queued Answered metric. This metric provides a precise count of chats…
Configure the ringing timeout for virtual agent transfers to SIP endpoints Twilio users can configure the ringing timeout for outbound calls that virtual agents transfer to SIP endpoints. Add the…
Google Cloud CCaaS 4.16 We've released version 4.16 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Play pre-recorded audio for virtual agents Dialogflow lets virtual agents respond with pre-recorded audio. This lets you use high-quality audio files instead of standard text-to-speech.…
The following issues were addressed in this release: • Fixed an issue with React Native integrations where the email adapter wouldn't load. TBD - confirm that there's only one bug related to the…
New HubSpot CRM ticket view: Help desk view You can now configure which CRM ticket view your HubSpot integration uses: Standard view, or the new real-time Help desk view. Administrators: In the…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
The following issues were addressed in this release: • Fixed an issue with React Native integrations where the email adapter wouldn't load. TBD - confirm that there's only one bug related to the…
Configure the ringing timeout for virtual agent transfers to SIP endpoints Twilio users can configure the ringing timeout for outbound calls that virtual agents transfer to SIP endpoints. Add the…
Play pre-recorded audio for virtual agent Dialogflow lets virtual agents respond with pre-recorded audio. This lets you use high-quality audio files instead of standard text-to-speech.…
New HubSpot CRM ticket view: Help desk view You can now configure which CRM ticket view your HubSpot integration uses: Standard view, or the new real-time Help desk view. Administrators: In the…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
Configure the ringing timeout for virtual agent transfers to SIP endpoints Twilio users can configure the ringing timeout for outbound calls that virtual agents transfer to SIP endpoints. Add the…
The following issues were addressed in this release: • Fixed an issue where calls continued to be recorded after being transferred to a third-party number, even when the Continue Call recording to…
Play pre-recorded audio for virtual agent Dialogflow lets virtual agents respond with pre-recorded audio. This lets you use high-quality audio files instead of standard text-to-speech.…
Web SDK version 2 will be shut down on June 26, 2026 On June 26, 2025, we announced the launch of <a…
Improved controls for predictive campaigns We've added the following controls to predictive campaigns to reduce the risk of call abandonment due to overdialing. These controls let you ramp up…
HubSpot lookup against company profiles HubSpot integrations now support lookups against Company profiles. Administrators can configure primary and secondary lookup objects, allowing the system to…
Support for creating chat virtual agents using CX Agent Studio Contact Center AI Platform supports creating chat virtual agents using <a…
The following issues were addressed in this release: • Fixed an issue for Zendesk users where using click-to-dial from a private note failed to display existing tickets for outbound calls, forcing…
Resume chat endpoint You can use the new chats/CHAT_ID/resume endpoint to resume chat sessions that are in dismissed or va_dismissed status. Resumed chat sessions display the chat history to both…
Callback fulfillment hours You can configure callback fulfillment hours, which are the hours when your contact center fulfills callbacks. If you enable callback rollovers to the next day, callbacks…
Google Cloud CCaaS 4.12 We've released version 4.12 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
HubSpot: Mobile Phone Number Lookup Admins can now enable mobile phone number lookups for HubSpot integrations to ensure callers are accurately matched with existing contacts. To activate…
Improved controls for predictive campaigns We've added the following controls to predictive campaigns to reduce the risk of call abandonment due to overdialing. These controls let you ramp up…
The following issues were addressed in this release: • Fixed an issue for Zendesk users where using click-to-dial from a private note failed to display existing tickets for outbound calls, forcing…
Callback fulfillment hours You can configure callback fulfillment hours, which are the hours when your contact center fulfills callbacks. If you enable callback rollovers to the next day, callbacks…
Resume chat endpoint You can use the new chats/CHAT_ID/resume endpoint to resume chat sessions that are in dismissed or va_dismissed status. Resumed chat sessions display the chat history to both…
Google Cloud CCaaS prerelease notes Here are the prerelease notes for the next version of CCAI Platform. When we release the next version, we expect the new capabilities to be as shown here.
Support for creating chat virtual agents using CX Agent Studio Contact Center AI Platform supports creating chat virtual agents using <a…
Advanced reporting dashboards 4.0 We've released version 4.0 of the advanced reporting dashboards.
Update to the Virtual agent dashboard for wait-time virtual agent metrics The Virtual agent dashboard includes the following new tiles to measure the activity of wait-time virtual agents while…
Advanced reporting is available in French Canadian Advanced reporting dashboards are now available in French Canadian. For more information about configuring your instance for location and language,…
Voicemails dashboard With the Voicemails dashboard, get insights into the volume of voicemails received by your contact center and the performance of your agents in responding to them. This includes…
Improved analytics for Queue Interval and Channel Interval dashboards We've improved the detailed information available for the Queue Interval and Channel Interval dashboards: • Queue Interval…
Queue Performance dashboard With the Queue Performance - Calls and Queue Performance - Chats dashboards, get performance metrics by queue for your call and chat sessions. This includes queue…
The following issues were addressed in this release: • Fixed an issue where the Start Time and End Time filters weren't correctly applied to summary metrics on the Agent Performance dashboard and…
Mobile SDK patch This patch fixes an iOS SDK issue where end-users were directed to an unresponsive support page after closing a chat session and completing the post-chat survey.
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release the next version, we expect the new capabilities to be as shown here.
Improved controls for predictive campaigns We've added the following controls to predictive campaigns to reduce the risk of call abandonment due to overdialing. These controls let you ramp up…
Resume chat endpoint You can use the new chats/CHAT_ID/resume endpoint to resume chat sessions that are in dismissed or va_dismissed status. Resumed chat sessions display the chat history to both…
HubSpot: Mobile Phone Number Lookup Admins can now enable mobile phone number lookups for HubSpot integrations to ensure callers are accurately matched with existing contacts. To activate…