Interface & Navigation
A redesigned global navigation experience is rolling out, including a unified top-bar and an improved global search that helps users find features, people, groups, and apps more quickly. Menu labels and structure have been refined to make day-to-day tasks more intuitive.
Reporting & Analytics
Performance views are receiving an upgraded table component that supports smoother data handling and clearer visualisation. Backend enhancements to the analytics APIs will deliver richer conversation-level data for deeper reporting across digital and voice channels.
Messaging & Channels
Structured form support is being expanded within Apple Messages for Business and authenticated web messaging flows. These enhancements aim to simplify customer journeys and reduce the number of clarifying questions agents need to ask.
AI & Copilot Enhancements
Copilot continues to evolve with improved agent-assist suggestions, AI-generated response guidance, and real-time checklists during customer interactions. Highlighting accuracy for English variants has been tightened up, and additional languages are now supported across more AI services.
Voice & Language
Virtual Agent voice capabilities now support more natural voice prompts in a wider range of languages. Enhancements to trunk and call-session visibility will be particularly helpful for environments operating BYOC or complex telephony architectures.
Deprecation Notice
Several authentication-related deprecations are underway:
- The OAuth Implicit Grant (Browser) flow is being retired and should be transitioned to modern alternatives such as PKCE.
- Administrator access using username + password alone is being phased out in favour of MFA or SSO. Ensure you review any dependencies within integrations or custom applications.