Please note: the December 2025 and January 2026 releases have been consolidated into a single release.
The updated release notes will be published on January 22, 2026, and the release is scheduled for January 28, 2026.
2025 Release Notes
Release Date: Jan 28th, 2026
Release Notes Publication: Jan 5th, 2025
Forms Customers' Requested Feature
New - Selecting Forms from Reply Box
Agents can now select a form directly from the reply box, making it faster to prefill and send forms during a conversation.
This enhancement simplifies the workflow, enabling agents to respond to customer needs more efficiently.
Click here for the updated Forms guide
Inbox Customers' Requested Feature
New - Preferred Messaging Status
Agents can now save their preferred sending option, ensuring that all subsequent replies automatically follow the same path, improving both efficiency and consistency.
After selecting the Send and Change Status To option (next to the Send button), all subsequent messages sent using the regular Send button will automatically apply the previously selected status change. The selected status is also displayed on the Send button for easy reference.
API AI Customers' Requested Feature
New - API for Conversation Summaries
Organizations can now generate AI-based conversation summaries using APIs. The summary payload is returned in the requested language, enabling easy localization, and can also be forwarded to a webhook for further processing. This capability helps reduce agent handling time, improves context sharing across teams and systems, and enables seamless integration of conversation insights into external workflows such as CRM updates, analytics, and quality monitoring.
Click here for the Developer Center.
Forms Customers' Requested Feature
Enhancement - On-Demand Documents
Organizations can now allow customers to access previously signed forms at any time, eliminating the need to contact customer support to obtain signed copies.
This capability is managed through the Forms module. Click here to learn more.
Flow Builder
Enhancement -Flow Duplication
Flow Builders can now duplicate the published version of an AI Agent, allowing easy modification and testing without affecting the currently published version.
To duplicate a flow, click the three-dot menu at the end of the line and select Duplicate.
The original name is preserved, with a timestamp added to the duplicate, ensuring both the original and the copy appear next to each other in the list of AI Agents.
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Email Customers' Requested Feature
Enhancement - Email Snippet
Agents can now view a snippet of the most recent message in email conversations, improving efficiency and providing better context. Snippets of unread messages are displayed in bold, even if another agent has already replied, ensuring each agent clearly sees their own unread items and avoiding confusion.
Note that the snippet displays plain text only. Images and HTML content are not supported.
Campaigns Customers' Requested Feature
Enhancement - Channel-Based Campaign Permissions
Organizations can now segment the Campaigns Metrics page based on channel permissions, enabling each department to focus exclusively on its own campaign activities. This eliminates the need to review irrelevant data and ensures that departments retain full control over their campaign information.
To restrict agents’ access to only the channels they are permitted to view, admins must enable the Campaigns > View Overview and Metrics by Channels permissions.
To grant agents the same visibility as admins, enable Admin Permissions > Campaigns Overview and Metrics.
Channels Customers' Requested Feature
Enhancement - Channel Transfer Permissions
Organizations can now restrict access to channels by blocking the ability to route/transfer conversations to specific channels. With this enhancement, agents can only view channels for which they are authorized, rather than all the organization’s channels. This improves operational efficiency, reduces routing errors, and helps maintain compliance by ensuring conversations are handled only by the appropriate teams.
Click here to learn more about system permissions.
Dynamics Integration SAP Integration
Enhancement - CRM Click-to-call
Agents using Dynamics 365 or SAP can now click a customer’s phone number to automatically open the CommBox iFrame in Compose, with the number prefilled and ready for an outbound call. This enhancement complements the existing Salesforce capability, extending click-to-call functionality across all major CRMs.
AI Agent Customers' Requested Feature
Enhancement - AI Agent Markdown Support
The AI Agent text field now supports Markdown formatting, allowing the AI Agent to interpret bullet points, bold text, headers, and more within the Persona Add-Ons and Instructions sections.
This enhancement improves AI performance while providing users with a clearer, more intuitive, and better-organized authoring experience.
