This page will always reflect the latest Release Notes, recent improvements and changes made to Nimbus.
Other Information Resources:
- Our Release Note History contains information on all previous releases from this year.
- Updates on our Nimbus Power BI Template are distributed on request. Please refer to the Nimbus BI Template Release Notes for updates.
- Also visit the following sources to stay up-to-date on Nimbus in both features and (upcoming) maintenance:
INC External News Resources
📣Important Announcements
Please take note of the following long-term and ongoing announcements below:
INC Power Automate Connector Change Notice
📆Upcoming change: New Power Automate connector user role validation
We're introducing an important enhancement to the Nimbus Power Automate Connector, rollout planned on 15th of January 2026. This update is designed to improve security and ensure that flows are only triggered by users with valid permissions.
☝What is changing:
- Currently, users must hold a Power Automate Role in Nimbus - either Service Owner or Administrator. The role is validated when creating a flow.
- With this upcoming update, an additional step will be introduced, validating roles at each execution of a flow. This effectively prevents flow-execution by users who no longer have the appropriate access.
✅Action required: We recommend for all our customers using the Power Automate Connector to review and confirm their flow configuration to avoid any disruption. Keep in mind that the new validation will not just check the role but also the Organization Unit scope under which the user operates. Any later changes in the user's OU scope will also affect existing flows - e.g. the services that the user can see and impact.
End of announcements. Regular release notes continue below.
13 January 2026 - 1.121 + 1.122 Release Notes
🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:
| Cluster | Update on |
|---|---|
| United States 01 / Australia 01 | 13/01/2026 |
| United Kingdom 01 | 14/01/2026 |
| Switzerland 02 / Germany 02 | 15/01/2026 |
| Switzerland 01 | 18/01/2026 |
| Europe 01 | 21/01/2026 |
| Germany 01 | 25/01/2026 |
New Nimbus API Methods
We have added new methods to the Nimbus API to enhance functionality and improve integration options. Read about the business value and find detailed descriptions below.
Using the Nimbus API allows you to programmatically manage and interact with key parts of your Nimbus installation (e.g. users and licenses) directly from your own systems, scripts, or automation tools. Instead of performing these tasks manually through the Nimbus Admin UI, you can automate them, integrate with third-party systems, and embed Nimbus management into larger workflows.
🔎 Added with this update:
- New Nimbus API methods:
- POST Create Service - The Create Service method creates a new services with the user assignment type “None”.
- GET Service Details - The Get Service Details method returns the details of a service and is needed for copying an existing service.
- POST Copy Service - With this method, you can create a new skill-based service with the same licenses and configurations as the copied service it is based on.
- POST Delete Service - Removes a service from Nimbus, marking it for deletion.
Consultation Call to Service
This feature allows users to consult with a service before transferring a customer call, ensuring smoother handovers with context and parameters already included in the session. This feature also improves customer experience by reducing call drops and misrouting. For example, a support agent can confirm technical team availability and brief about necessary handover before transferring, minimizing escalations and boosting first-contact resolution.
🔎 Added with this update:
- Related KB changes: New Consultation Call concept page with explanations, considerations, limitations listed in one place.
- Attendant / Assistant: Capability to stay with customers during a service consultation call both in Attendant - Consultation Call and Assistant - Consultation Call.
- Workflows: New “Origin Routing” Check Activity. Allows to route workflows on the receiving service, e.g. to bypass the regular service queue or shorten announcements for incoming consultation calls from another Nimbus service.
-
Reporting:
-
Static Dimensions - Service Session Outcomes:
- Added remarks for Unified Sessions to distinguish between the
InitialCaller(customer) durations and the duration during a consultation call to service, where two service sessions with the same customer overlap. - Service Session Outcomes 6 and 7 updated descriptions. Consultation Service Sessions can be identified by Static Dimensions
TaskType= “Consultation Call with Workflow (6)”.
- Added remarks for Unified Sessions to distinguish between the
-
Facts - Columns and Data Types - added the new objects starting with
InitialCallerin the name and updated the descriptions for the corresponding pre-existing objects in the Unified Sessions section.-
InitialCallerConnectedTime1 -
InitialCallerHoldCount1 -
InitialCallerHoldTime1 InitialCallerIVRTimeInitialCallerQueueTime
-
-
Static Dimensions - Service Session Outcomes:
Notes:
-
1💡Reminder:
HoldTimeis included in theConnectedTime. - Data Aggregation - No technical changes expected, but consultation calls to services can now involve multiple users and may also create more user and service sessions.
Preview: Universal Message handler with WhatsApp integration
Instant Messaging - The new WhatsApp integration to Nimbus adds a convenient business and service communication channel for customers. This improvement increases accessibility and engagement, especially in mobile-first markets. For instance, support teams can handle inquiries via WhatsApp, improving responsiveness and customer satisfaction.
INC Preview Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
🔎 Added with this update:
Nimbus:
-
Modalities Service Settings - Now support separate toggles for Interact and WhatsApp, to allow for individual configuration.
💡Already existing website integrations via Interact (widgets) will continue to function normally and are unaffected by this update. WhatsApp can be used as an additional integration method in parallel. - Modalities Tenant Settings - now allow configuration of a WhatsApp business account via Messaging Entries and - in extension - Provider Connectors.
-
My Sessions - now allows for Chat interaction using WhatsApp business accounts.
💡Nimbus is leveraging the cloud communications platform Twilio as integration for the WhatsApp Business channel - more integrations are planned and coming soon™. - Assistant - now provides deep links to jump into a WhatsApp Instant Messaging session within My Sessions.
- Assistant / Attendant Console - Added support to Accept, Decline, Terminate + ACW Extend IM sessions via WhatsApp.
- Workflow Activities - Greatly extended the IM-compatible for WhatsApp.
Instant Messaging supported Workflow activities
INC Instant Messaging supported WF activities
Currently the following Workflow activities are supported for Instant Messaging workflows:
▼Workflow Activity | Chat Integration path via ► |
Interact1 |
WhatsApp1 |
|---|---|---|
Conversation Handling | ||
Accept |
✅ |
✅ |
Announcement |
❌ |
❌ |
Collect Information |
✅ |
✅ |
Delay |
✅ |
✅ |
Disconnect |
✅ |
✅ |
Disconnect as Handled |
❌ |
❌ |
Forward |
❌ |
❌ |
Input Customer |
✅ |
✅ |
Input Customer (Advanced) |
❌ |
❌ |
Mark as Handled |
❌ |
❌ |
Message |
✅ |
✅ |
Play Music |
❌ |
❌ |
Reply |
❌ |
❌ |
Save to Parameter |
✅ |
✅ |
Standby Duty |
❌ |
❌ |
Transfer |
✅ (to service only) |
✅ (to service only) |
Virtual User |
❌ |
❌ |
Voice Message |
❌ |
❌ |
Web Request |
✅ |
❌ |
Check | ||
Availability-based Routing |
✅ |
✅ |
Check Opening Hours |
✅ |
✅ |
Check Parameter |
✅ |
✅ |
Get Available Users |
✅ |
✅ |
Get Queue Position |
✅ |
✅ |
Wait for Parameter |
❌ |
❌ |
Queue | ||
Cancel Task |
✅ |
✅ |
Check Task |
✅ |
✅ |
Distribution Priority |
✅ |
✅ |
Queue |
❌ |
❌ |
Queue Task |
✅ |
✅ |
1 If a workflow is edited in post using unsupported activities, the Nimbus Reporting session will terminate with a “failed” outcome.
Related KB changes:
- Completely revised Instant Messaging / Instant Message Handling concept pages as entry points to showcase the possibilities and for leading into further chapters.
- Use Case - Setting Up Instant Messaging rework, adding the new Use Case - Setting Up a WhatsApp Integration in Twilio and reflecting the changed preconditions.
- Pages for Provider Connectors and Messaging Entries slightly reworked, both required for the WhatsApp Integration.
- Distribution Policies - Updated notes for “Last User Routing” for the Instant Messaging modality, specifically in scenarios, where multiple integrations are in place (Interact / WhatsApp).
- Use Case - Setting Up Interact completely revised, to be separated from the WhatsApp integration.
Direct Call Reporting
Direct Call Reporting provides visibility into calls outside of standard Nimbus service queues, especially in cases where customers prefer to directly engage with agents. It helps supervisors monitor all interactions for quality and compliance, also by improving overall reporting accuracy. A business case example is using these insights to optimize staffing and ensure regulatory adherence.
🔎 Added with this update:
- Data Privacy Tenant Settings - Added toggles to Direct Call Reporting (Persist MS Teams Direct Calls in Reporting).
- New reporting metrics to track and distinguish Direct Calls in BI report.
- Nimbus BI Template Release Notes - PowerBI template updates to provide filter capabilities for Direct Calls. Customers can visit Luware.com to request the latest template.
Other Changes and Improvements
- Outbound Call with workflow is now also available for Enterprise Routing licensed services.
- Task Management - Adjustment to show the correct state of Tasks within Consultation Calls that may involve multiple services.