2026 Release Notes
Release Date: Feb 27th, 2026
Release Notes Publication: Feb 11th, 2026
Rules Customers' Requested Feature
New - Routed Conversation Arrived Trigger
Organizations can now automatically notify customers when a conversation is transferred to a different communication channel. When a conversation is routed to another channel or subchannel, an automated message is sent via the customer’s original channel to notify them of the transfer and may identify the team taking over, ensuring a seamless customer experience. Note that the SLA does not restart.
Note: When transferring a WhatsApp conversation to another WhatsApp channel, only the subchannels of that channel are available. This avoids template requirements and complies with WhatsApp restrictions.
Click here for the updated guide.
API Chat Customers' Requested Feature
New -API Count of Unread Chat Messages
Organizations can now retrieve the number of unread chat messages and display it on their website using an enhanced version of the existing Get User Objects API. This enhancement helps organizations improve user engagement and responsiveness by providing real-time visibility into unread chat activity.
API Forms Customers' Requested Feature
New -Submission Context and Prefilling in Forms API
Organizations can now maintain full internal context when generating and receiving form submissions via the /create-predefined-form-link API. Two new API fields have been added when creating a form link:
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submissionContext: Allows organizations to attach hidden metadata (such as an internal File ID or Case ID) to a form link. This data is not visible to the end user and returns unchanged in the submission webhook, enabling automatic and accurate filing of submitted documents.
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properties: Enables pre-filling form fields with known customer data (such as name or account number), reducing manual input and improving the end-user experience.
Together, these enhancements eliminate manual workarounds, ensure accurate document tracking, and streamline enterprise form submission workflows.
Security Customers' Requested Feature
Enhancement – CMB Client Cookie Expiration
Organizations with strict security requirements can now reduce the expiration period of the CMB Client Cookie, which is used for security tracking and client fingerprinting, from its default of seven days. When the cookie expires for a specific user, the user is automatically logged out. Shortening the lifespan of persistent identifiers enhances compliance, privacy, and overall security posture.
Navigate to Settings > Privacy and Security and enter the number of minutes in the Session management section.
(Default of 7 days).
Chat Security Customers' Requested Feature
Enhancement – Approved Domains for Chat Embedment
Enterprise Security Administrators can now control which domains can embed the organizational chat widget on a per-channel basis. This helps meet security and compliance requirements and prevents unauthorized embedding of widgets.
Click here for the updated guide.
Priority Security
Enhancement – Priority Access Via Personal Access Token (PAT)
Priority Software has announced a mandatory transition to Personal Access Token (PAT) authentication for all integrations connecting to Priority Cloud (AWS). With this release, Priority Cloud clients can now configure their PAT credentials to ensure uninterrupted communication workflows and data synchronization.
Navigate to Settings > Priority integration, expand the PAT Authentication section, and enter the Token Name and PAT (password). Click Save when done.
Click here for the updated guide.
API Forms Customers' Requested Feature
Enhancement – Flexible File Uploads in Forms API
Developers can now upload PDF files as Base64-encoded strings when using the /create-predefined-form-link API. This enhancement provides a more flexible and convenient mechanism for handling file uploads within code, simplifying integrations and enabling easier automation of form-based workflows.