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September 2026

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Recovery from slow email setup — Coming soon

Incoming emails will have more time to find or create their conversation. If that step times out or temporarily fails, the email provider will be able to retry delivery, reducing blank tickets caused by slow initial setup. Review inbound email handling.

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Join translated calls after acceptance — Coming soon

A live-translation correction will let accepted agents join translated widget and incoming phone calls through Join Call. Translation keeps its explicit join step; eligible ordinary Chat + voice widget assignments keep their automatic voice connection. Join a voice session.

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Route work by conversation category — Coming soon

Email, chat, and voice routing will use the customer’s conversation category only. A separate handoff reason will no longer override the mapped team or supply a category when the conversation has none. Existing queued work and routing retries retain their selection. Review category routing.

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Clearer administration permissions — Coming soon

Bot configuration, Knowledge and tenant configuration will be restricted to Owner/Admin in CXP. Team Lead/User retain their existing Insights build and Analyst workflows; Agent/Viewer retain Insights read/export. Legacy-app access and existing connected-app OAuth permissions remain unchanged. Review the role matrix.

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Agent Workload for Team Leads — Coming soon

Team Leads will be able to review Agent Workload across all reportable teams in their organization without general Settings access. The CXP Plugin will support the same access using its existing read permission. Owner/Admin retain Workload; every role retains Dashboard. Agent, User, and Viewer remain excluded from Workload. Review reporting access.

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Clearer customer reader roles — Coming soon

User and Viewer will share customer read access, including Conversations, Contacts, Organizations, Search, Dashboard, and complete category/custom-field display. Customer editing stays restricted, while existing downloads, exports, self-following, and personal profile actions remain available. Unavailable personal Views and empty navigation sections will be hidden. Reader profiles will hide the email signature editor, work-notification settings and agent availability; the work bell and avatar status dots will also be hidden. Saved data and existing follower email delivery will be preserved. Existing AI/configuration and legacy-app access are unchanged in this first stage. Compare roles and permitted personal actions.

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Organization login links — Coming soon

Administrators will be able to share links showing selected sign-in methods and preselecting an organization. Named SSO links skip corporate email entry. See Login links.

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Compare conversations with knowledge — Coming soon

Analyst and Widget Builder will be able to inspect KB evidence. Widgets will refresh selected policies or fixed knowledge searches alongside conversation data, then summarize the combined evidence. Automatic source notes will identify linked article titles, published or draft icons, read times, partial samples, remaining articles to check, and shortened excerpts. Start with the returns-policy comparison example.

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Disconnect in one click — Coming soon

Disconnect will leave your Chats and local voice connection immediately, without a confirmation dialog. Other agents remain connected, and retries still target only the unfinished connections from your original click. Handle chat and voice together.

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Clearer voice-join failures — Coming soon

Joining or rejoining a call will remain Connecting until your microphone audio is published. If joining fails, a specific message will explain what needs attention, helping you recover with the existing available call controls. Troubleshoot voice connections.

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Consistent Search and View filters — Coming soon

Search and saved Views will share date, keyword, filter, sort, and column controls. Describe the conversations you want to populate the same editor, refine a View for your session, and jump directly between result pages. Save as View turns your current Search filters, sort and columns into a personal View with a name you choose. The shared results table will place Sort beside a combined Columns menu for showing, hiding, and reordering columns. Each View saves its own columns and sort, with an automatic shared-table preview in the editor. Created, Last Updated, Resolved and Closed use consistent browser-local dates. A full-width Apply prompt can generate filters plus explicitly requested columns and sort, and becomes the saved View description. Generation details briefly appear above the prompt and remain available through the info icon beside Apply. Independent Created and Updated filters will help find conversations needing follow-up, such as open conversations with no update in the last hour. Keyword searches will run after a two-second pause, with an inline Search icon for immediate results. Full-width summaries, linked Contact details, conversation Organization and Category, and a separate tags line will make each result easier to scan. The illustrated guides show how to turn a request into editable controls and configure reusable queues: Searching conversations and Using Views.

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Clearer Widget Builder reporting ranges — Coming soon

Builder will keep the selected range across reloads in the same tab, use the latest selection when refreshing a changed widget, and identify previews from a different or unknown range. Internal range instructions will no longer appear in the conversation. Choose a Widget Builder reporting range.

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Automatic conversation tagging

Teach your Concierge Agents to add conversation labels when specific conditions are met, and use current tags to guide their responses. Automatically added labels also become suggestions in your tenant’s tag catalog. The new guide includes copyable agent instructions and a reusable Tagging Policy skill you can assign to several agents. Explore automatic conversation tagging.

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Work with conversations through the API and CXP Plugin

Read conversation details and history, update status or priority, change assignment, and add internal notes through the CXP API. Connected CXP Plugin workflows also let you request these operations in natural language, subject to your permissions. The Plugin is in private beta. Review conversation operations or see Plugin examples.

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Find the right Concierge Agent through the CXP Plugin

Find agents by name or description, review their versions and release notes, or explore agents across a large directory. Use the results to choose an agent before starting an optimization session. This is part of the Plugin’s private beta. Learn how to find Concierge Agents.

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Widget connections create fewer empty conversations

Opening or reconnecting an enabled chat widget can establish a connection without creating a new conversation. A customer message, form submission, upload, or explicit voice start creates the conversation when one is needed. Review chat channel behavior.

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Feature guides and monthly updates

The new Capabilities section brings together feature explanations, practical examples, and setup guidance. What’s new collects monthly highlights and links to the full guides, starting with this September edition.