📣Important Announcements

Please take note of the following long-term and ongoing announcements below:

^{End of announcements. Regular release notes continue below.}

27 May 2026 - 1.129 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is being rolled out sequentially on our clusters:

Nimbus Companion Interface

The Nimbus Companion Interface is an AI-powered chat interface that complements the Luware Nimbus Knowledge Base by providing a fast and convenient way to get information. You can ask questions and receive relevant answers in multiple languages, making it easier to find guidance on configuration, usage, and best practices. Upcoming updates and maintenance windows are also visible at a glance. This is especially helpful when quick clarification is needed, helping you stay productive and on track. As a result, Nimbus users can work more efficiently while continuing to benefit from the full depth of the Luware Nimbus Knowledge Base.

🔎 Added with this update:

• Nimbus Companion Interface now available within Nimbus Administration. To be enabled via Tenant Settings > Extensions tab.

Virtual Users: Web Requests and MCP flexibility

Until now, Web Requests and MCP Server were mutually exclusive in the Virtual User configuration. With this update, both can be configured and used together within the same Virtual User, giving administrators more flexibility to combine Nimbus-native API integrations with MCP-based external tools in a single conversation flow.

The Web Request configuration has also been improved: a dedicated Web Request Context field replaces the previous use of the Web Request's own Description field for AI instructions, and inline Edit and Delete icons make managing Web Requests faster and more consistent with the existing MCP Server controls.

🔎 Added with this update:

• Virtual Users 
  • Web Requests and MCP Server can now be used together in the same Virtual User configuration.
    • A new Web Request Context field (up to 5,000 characters) replaces the Description field in the Web Request itself for AI handling instructions.
    • Edit and Delete icons on Web Request entries, consistent with MCP Server controls.
    • Web Requests now carry an AI Description field, exposed to the language model.

Virtual Users: Extending Virtual Users bots with flexible Open profiles

The choice of “Bring your Own” and “Nimbus Native” bots has previously been tied to specific behaviors, models and use cases. To allow for more flexibility AI Bot configurations for Virtual Users are now split by Type (Nimbus / BYO) and Agent Type (Azure OpenAI or M365 Copilot Direct Line 3.0) — letting you pick between a Nimbus-native or configurable approach. API Key, and Endpoint fields are only shown when Custom AI Services are needed.

Based on the new bot configuration, Virtual Users on can now also use prompt presets, or kept fully open so you can bring your own prompt and instructions. Settings are now grouped into clear sections for Bot Configuration, AI Behavior, Conversation Messages, Voice & Language, Timeouts, Extensions, Tools, and Modalities.  

• Bots 
  • New Agent Type field, co-dependent on “Bot” LLM type. Allows to individually configure between Nimbus and BYO Bot configurations each with different Agent Types.
  • New Authentication Type field for Custom AI Service bots — 💡currently API Key only.
• Virtual Users 
  • New Profile selection on the Virtual User (replaces the four-way bot-type dropdown): Intent Analyzer, AI Workflow, or Open Profile.
  • New conditional configuration fields, available based on profile: Allows to define Opening and Closing Message, Flow Description, Role, Tone, Verbosity

Transfer on User Exit

Organizations often want to follow up with customers immediately after a call — for example, to collect satisfaction feedback. Transfer on User Exit closes this gap by automatically routing a customer to a configured target service the moment the last agent ends the call, provided the customer has given their consent beforehand.

A typical use case is a post-call survey: the customer is asked during the call whether they would like to participate. If they agree, they are automatically routed to a survey service when the agent hangs up — without any manual action required from the agent, and without the need for external automation tools.

🔎 Added with this update:

• Modalities Service Settings: A new Transfer on User Exit toggle for Inbound and Outbound with Workflow Audio/Video services, with a configurable target service.
• A DTMF-Supported Transfer toggle, enabling PSTN-based routing to the target service for scenarios that require keypad input (e.g. automated surveys). ☝ PSTN transfers generate additional costs billed to the originating service.
• A new Record Consent workflow activity to capture and store the customer's consent during the call. Without it, consent defaults to Not Granted and no transfer occurs.
• Consent status is carried through the session and persists across transfers between services. It can be updated at any point in the workflow, including being set programmatically without asking the customer.
• All sessions involving Transfer on User Exit are flagged in OData reporting (TransferOnUserExit field) for easy identification.

☝ Preconditions:

• Available for Audio/Video Inbound and Outbound with Workflow services only.
• The target service must be an Audio/Video Inbound service.
• For DTMF support, the target service must have a PSTN number assigned.
• A Record Consent activity must be included in the originating service's workflow.

💡 The transfer is triggered only when the last Nimbus user ends the call. Consultation calls, transfers to other services, and multi-agent scenarios do not trigger Transfer on User Exit prematurely. Only the initial caller is transferred.

💡 When a customer arrives at the target service via Transfer on User Exit, certain actions are restricted for the receiving agent: Blind Transfer, Safe Transfer, and Consultation Calls are disabled, and Codes & Tags are not available in that session.

🔎 See Transfer on User Exit for full configuration details, workflow restrictions, and reporting behavior.

Task Parallelization

Increased Number of Parallel Tasks

Luware Nimbus gives administrators granular control over how many tasks a user can handle simultaneously. A new Total Task Limit (up to 20) sets the overall maximum across all channels, while individual Task Limits per modality — Audio/Video, IM, Email, and External Task — allow fine-tuned configuration per role or team. This replaces the previous fixed limit of 4 parallel tasks. As a result, organizations can better balance agent efficiency and workload, ensuring users are neither underutilized nor overwhelmed.

🔎 Added with this update:

• General User Settings: The Total Task Limit has been increased to a maximum of 20.
• Individual Task Limits per modality can now also be configured up to 20.
• Many Nimbus UI Areas have been reworked to task capacity to be shown when Task Parallelization is enabled for a user. 💡More on this below.

Task Capacity Indicator for Agents

With the increased task limit, Agents working with task parallelization can now see their remaining task capacity at a glance. A new capacity indicator in the header of My Overview, My Sessions, the Attendant Console, and the Nimbus Assistant shows how many task slots are in use and how many are still available, broken down by modality. This gives agents full transparency about whether they can still receive new tasks and, if not, why — without having to guess or check with a supervisor.

🔎 Added with this update:

• Task Parallelization now supports up to 20 tasks, configurable per Modality for each user via General User Settings.
• With Task Parallelization is enabled, users will now see a capacity indicator in the header of My Overview, My Sessions, Attendant Console, and Assistant. The header conveys capacity information in number and color, showing both used and available task slots per modality.

At a glance: Task Capacity tooltips in the Nimbus UI

To quickly assess the remaining capacity of colleagues or peers in within the same service, the task capacity as a small popup next to each service team member.  The icons also are color-coded to indicate, if the user is capable to handle tasks in that modality. 

🔎 Added with this update:

• New “Info” icon added to My Overview, Services Overview, Live View.  Shows a bar-chart capacity popup on mouseover.

Smarter Task Ordering in My Sessions

Agents handling multiple tasks in parallel can now find their most relevant parked task faster. My Sessions now always shows connected tasks at the top, followed by parked tasks ordered by modality — Audio/Video first, then Instant Messaging, then Email and External — and by elapsed time within each modality. Sessions are also split into two tabs — Parked and Historical — so agents can focus on active work without historical sessions cluttering the view.

🔎 Added with this update:

• Automatic task ordering in My Sessions by connection state, modality, and elapsed time.
• Modalities sorted by order: Calls > IM > External Task > Email.
• A new Parked / Historical tab split, with historical sessions loaded on demand.

Smarter Task Ordering in the Attendant Console

Tasks in the Attendant Console are now displayed in separate lanes per modality — Audio/Video, Instant Messaging, Email, and External — ordered by elapsed time. Empty lanes are hidden automatically. The divider between the task and contact areas is adjustable and its position is saved per user and browser.

🔎 Added with this update:

• Task lanes per modality, ordered by elapsed time. Modalities lanes sorted by: Calls > IM > External Task > Email. Empty lanes are hidden automatically. 
• Divider between the task and contact area is now adjustable, with position saved per user and browser.
• Task View Controls: Quick resize buttons added to top right to maximize either the task or contact area and adjust the order of task sorting by “Oldest” or “Newest” first.

Nimbus Companion: Customer Opt-Out of Transcription

Luware Nimbus now supports customer opt-out of call transcription. When a customer calls a Nimbus service, the IVR workflow can ask for transcription consent. If the customer declines, no transcription, summarization, or AI-powered suggestions are generated for the entire session — including across call transfers. The agent sees a clear message in the Companion widget indicating that consent was not granted. This feature helps organizations meet data protection requirements such as GDPR without needing to duplicate services or maintain separate workflows.

🔎 Added with this update:

• A new transcription_consent parameter that can be set in IVR workflows via the “Record Consent” Conversation Handling Activity. 
• When consent is denied, the entire transcription pipeline is skipped for the full session, including sessions after transfers.
• The consent decision persists automatically across blind transfers, consultative transfers, and unpark operations.
• The Companion widget (as part of My Sessions) shows a clear consent-denied message in the Transcription and Summary tabs when consent was not granted.
  💡 If the transcription_consent parameter is not set, transcription proceeds normally.

Configurable Waiting Music

Having default waiting music, regardless of which service or department a caller reaches — is a missed opportunity to reinforce brand identity and set the right tone for different audiences. The new Configurable Waiting Music feature lets administrators choose a playlist per service or mark a favorite at any Organization Unit level, with automatic inheritance down the OU tree so changes scale across hundreds of services without manual rework. Existing tenants are unaffected until they opt in. The familiar Luware Standard playlist remains the safe fallback whenever nothing is configured.

🔎Added with this update:

• Playlists  - Added possibility to mark playlists as Organization Unit favorite. One favorite can be defined at a time. 
• Modalities Service Settings - added new “Waiting Music” selection. Allows to select a specific playlist as waiting music, following the precedence rule: Service override > OU Favorite > Luware Standard.

Nimbus Dashboards: Duty Profile and Time in Duty Profile

Supervisors can now see each agent's Duty Profile and how long they have been in it — directly in their dashboards. This makes it easy to spot who is available, who is not, and why. Both fields can be added as optional columns to the relevant widgets and support threshold-based filtering, so supervisors can tailor their dashboards to their team's needs.

🔎 Added with this update:

• Personal Dashboards > Widgets — User State Tabular and User Supervision Tabular widgets: 
  • New optional columns Duty Profile, Time in Presence State, and Time in Duty Profile.
  • Both "Time in..." fields now support threshold-based filtering in the Widget Filters section.
  • KB related: Dashboard Widget Properties - complete KB page rework, now sorted by Common and Shared properties and then by Service / User widget specifics.
• Dashboard Supervision — Supervisors can now edit a user's Duty Profile directly from the User Supervision Tabular widget.
• All changes apply consistently across both Personal and Non-Personal dashboards.

Other Changes and Improvements

• Data Privacy Service Settings > Caller Anonymization: 
  • Caller Anonymization: Inverted logic. Primary toggle now anonymizes ALL calls by default. Secondary “Anonymize Specific Callers Only” toggle restricts via Regular Expression list. 💡Anonymization RegEx entries apply unchanged as before.
  • Added tooltips and helper text to lead to the KB for details.
  • Related Service Settings UI change: “Data Privacy” Tab now moved to last tab position.
• System Fields and Parameters  > CallData > CallID updated description to “Represents the ServiceSessionId of a Nimbus Reporting Service Session.”.