Release notes 2.8

• Live update: 2026-06-02

• Platforms: All

News

Contact Center

Workspace has been given a composable filter system instead of fixed view presets. Combine status, latest activity, channel and assigned agent, save the result as a custom view and optionally share it with the organization. All with an updated visual style and the ability to switch to list view. The feature is available as an experimental preview feature.

Email and Composition Delayed email sending with undo window, "Suggest reply" AI button, drag-and-drop of attachments, visual indicator for quoted and forwarded text, and preserved line breaks in quick replies. The email thread dialog has been redesigned with selectable messages, full-width view, and clickable header. Attachments in internal case chat, email open tracking, and browser spell check in the compose dialog are now in place.

Case Management Create-new-case from email with a refined dialog, automatic cleaning of case subject prefixes (Re:, Fw:, Res:) and replies now go to the last received email instead of to itself. Case number is displayed in the subject of the reply and can be used together with new variables for the agent's mobile number, landline number and email signature. Assignment settings per channel and auto-assign to agent on reply are now available, and CC contacts can be automatically created from organizational users. Case history is cleaner – resolving a case no longer creates a separate event.

Overview and Navigation The issue overview keeps scroll position when navigating back, remembers collapsed groups, and you can choose whether grouping, columns, and sorting should be saved per view or shared. The side tab no longer scrolls when the open issue is updated, and drafts and attachments are restored correctly after a page refresh. Mobile has improved back navigation and a scrollable view list. In the overview, you can now get a quick view by hovering over an issue – available as an optional experimental feature.

Spam and notifications Improved spam management with scores, thresholds, and the ability to handle multiple cases at once directly from the case overview. Email delivery failure notifications are merged and no longer sent when a case is automatically closed.

Other

• Scroll-to-top button for long emails

• Ignore list for welcome messages per CC channel

• Formatting phone numbers with country code in the web widget

Easy login with Microsoft Entra ID

Single sign-on with Microsoft Entra ID is now available, on top of your existing Entra ID Sync. Users sign in with their Microsoft account directly from the sign-in page, and administrators can enable SSO either for the entire organization or per user from the Entra ID Sync settings.

Identity verification with BankID

You can now configure an Input collector with BankID as the identification method before a call is passed on to a response group. An easy way to ensure correct identification of the caller.

Search field – an easier way to organize who's who

Organizational structure has been redesigned to Search Field , making it easier to describe and find people in your organization. Administrators now manage categories and options from a cohesive table with drag-and-drop, on-the-fly renaming, and assigning users per option. A new setting can optionally allow regular users to add their own options—or entire categories—directly from their profile.

License overview

A new license overview in organization settings provides a consolidated view of all licenses, packages, and add-ons in one place – including contracted base levels, current usage, and unallocated quantities.

With PBX Self Service activated, the customer can downgrade packages themselves, remove unused licenses above the base level and, if necessary, deactivate the Contact Center package directly from the overview - without having to contact support.

Automatic license management

License accounting now follows the actual state of the organization without manual intervention. When users are changed or deleted – or when you delete a response group, IVR, call recording, callback or survey – the corresponding license agreement is automatically closed. Contact Center package changes are also kept balanced in both directions, so that your total call capacity is maintained. All automatic deletions respect the agreed values ​​and never go under the agreement.

AI Voice – usage notifications for all plans

Customers with paid AI Voice plans that include volume can now configure usage notifications in the same way as trial customers. Set a threshold level in percentage and who to notify (email and/or SMS), and a heads-up will be sent when usage approaches the included volume and another when it is exceeded.

Filtering in personal call history

Personal call history can now be filtered in a more powerful way:

• Call type – show only answered, missed, outgoing, voicemail or recorded calls

• Tags – filter on one or more call tags

• Date range – focus on a specific period

• Sort order – oldest or newest first

• Archiving – include or show only archived calls

• Number, contact or device – search for calls associated with a specific person, response group, IVR or AI operator

Filters you use frequently can be pinned above the call list for easier access. A reset button clears all active filters at once.

Insights webhook

Insights webhooks configured in v2 now include the itemType field in addition to callType, allowing external systems to distinguish between answered, missed, bounced, voicemail, and routed calls—not just the direction of the call.

Fixes & Changes

Customer-oriented

Tags The auto-tagging setting now provides clearer guidance on how to write effective AI instructions. The description field encourages short, concise descriptions and includes an example. A 200-character limit has been introduced to prevent overly verbose instructions that can reduce matching accuracy. Existing tags with longer descriptions are not affected.

Personal Call History A new compact design under History → View Settings hides unnecessary phone numbers when a contact's name or company is already displayed. You can display the CI-generated call title instead of the summary for a more concise view. In compact mode, call log tags collapse onto a single row with expandable controls.

Response Groups The Call History side tab now has tag filters.

User import/export Mobile number can now be used as login identifier when uploading users. Organization search fields are included when importing and exporting via Excel – the export file automatically contains columns for each configured search field. During import, search field columns are detected, matched against existing fields (even with minor typos) and new ones are created if necessary.

Input Collector Agents can activate an Input Collector during an ongoing response group call if the data has not already been collected. Three new activation modes are available: activate automatically before callers enter the queue, allow either callers to activate it before the queue or agent during the call, or allow only agents to activate during the call. New retry logic lets you control how many attempts are allowed and what happens when the input is incorrect.

Slack

The Slack integration now handles deleted channels better. When a Slack channel is deleted, the corresponding sync is automatically cleaned up - previously, outdated syncs were left behind and caused errors. Several edge cases that could cause the integration to crash have also been fixed.

File sharing from Slack now fully functional Files shared in synced Slack channels are now fully accessible to all users. Previously, shared files linked to Slack internal URLs that required a Slack login. Files are now downloaded and stored directly in the app, so they appear as regular file attachments that anyone in the conversation can see and download. Files shared from the app to Slack are now uploaded correctly and appear as embedded Slack files instead of just text references.

Analytics

Some reports previously displayed a "Workbook repaired" notice when opened in Excel. The data was always intact – only the warning is gone.

Patches

Portal

It's now easier to find a specific organization. In addition to searching by name, you can search by organization number in both the portal's customer menu and the troubleshooting super search. The search is flexible - it works both with and without hyphens.

Analytics

Newly added response groups no longer silently connect to every existing analytics report.

Insights – performance

When multiple agents view the same contact at the same time, the system now merges duplicate requests into a single call to the CRM system. This reduces the risk of reaching the CRM system's request limit, especially during high traffic.

Major dependency updates

Desktop app: Electron 29 ⇒ 41