📣Important Announcements

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

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

17 June 2026 - 1.130 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:

Virtual Users goes to General Availability

Virtual Users are now available for all customers. Virtual Users are bots that handle customer interactions automatically in Audio/Video workflows, supporting scenarios such as CRM lookups, customer verification, and self-service flows. They can be extended with Web Requests for direct API integrations and MCP Server connections for plug-and-play tool integrations.

🔎 See Virtual Users for documentation and configuration details.

Companion Interface goes to General Availability

The Companion Interface is now available for all customers. This AI-driven Knowledge Assistant is built directly into Nimbus Admin (User Portal following soon), allowing you to ask Nimbus-related questions and receive focused answers drawn from official documentation, without having to search the Knowledge Base manually. Companion can combine multiple concepts, provide step-by-step instructions with source links, answer in different languages, and also give visibility on Nimbus server status and planned maintenance windows.

🔎 See Nimbus Companion Interface for documentation and configuration details.

Transfer on User Exit goes to General Availability

Transfer on User Exit is now available for all customers. This feature automatically transfers a customer to a configured target service when the last Nimbus user ends the call, provided the customer has given their consent beforehand. A typical use case is a post-call survey.

🔎 See Transfer on User Exit for documentation and configuration details.

Service System Message for System-Terminated IM Sessions

When an Instant Messaging session is terminated automatically by the system — for example, after the 24-hour Twilio Customer Service Window expires — customers now receive a notification informing them that the conversation has ended and that they can start a new one by sending a message. This prevents customers from waiting indefinitely for a reply that will never arrive.

🔎 Added with this update:

• Service System Messages > Messages to Customer: A new “Session Ended by System” message field was added, allowing administrators to configure a notification sent to the customer when the system terminates an IM session.
  💡 This message is optional. If no message is configured, the session ends silently. The message supports System and Custom Parameters and uses the following default value as a suggested starting point: "The conversation has ended. You can start a new conversation by sending a message."

Pickup for Audio/Video Calls in Skill-Based Distribution

Skill-based Audio/Video services now support Pickup as a distribution type, making Queue Workflow activities with the Pickup option fully compatible with these services. This gives agents the ability to actively pick up waiting calls rather than waiting for automatic distribution. The Pickup button is available on My Overview, Services List, Live View, and the Attendant Console, and respects the configured Distribution Policy — ensuring only eligible agents can pick up a call based on their current responsibility profile.

🔎 Added with this update:

• Pickup as a Distribution Type for Skill-based Audio/Video services. 
  💡 Note: The Pickup button is only active for users who match the current Distribution Policy with their Responsibility Profiles. Current distribution levels, Preferred users and the Initial Preference Phase are also respected. Note that Adaptive Cards are not supported for Skill-based service Pickup scenarios, and any existing configuration for this will be ignored.
• Queue Workflow activities with the “Pickup” Distribution Type option are now assignable to Skill-based services without warnings or restrictions.
• The Pickup button on My Overview, Services List, and Live View for Skill-based services (already available in the Attendant Console).

Virtual Users: Custom Workflow Exits

Administrators can now define multiple custom exits on the Virtual User workflow activity, based on the outcome of a conversation. Instead of relying on a single "Success" path, calls can be routed dynamically to the right service, user, or follow-up action, based on the intent or outcome identified during the Virtual User interaction. This enables more granular automation, improves customer experience, and supports complex routing scenarios such as intent-based escalation, identity verification outcomes, and transactional flow handling.

🔎 Added with this update:

• Virtual Users: The ability to configure multiple custom exits on the Virtual User workflow activity, each representing a different conversation outcome.
  💡 Custom exits replace the traditional single "Success" path with a flexible, intent-driven approach. Typical use cases include ticket creation vs. status inquiry, customer identification outcomes, FAQ escalation logic, and transactional flows.
• Conversation Handling Activities > “Add Virtual User”: Reworked for custom exits and intents. 
  ✅To migrate from existing activities, add a new “Add Virtual User” activity from the activities list.
• Use Case - Integrating Nimbus Virtual User with external systems updated to reflect the new possibilities.

Virtual Users: MCP Server Authentication

Administrators can now configure OAuth 2.0 (Client Credentials) as the authentication method when connecting a Virtual User to external systems via MCP Server. This enables secure, enterprise-grade integrations with CRM, ERP, and other business systems, unlocking advanced automation scenarios such as ticket creation, status retrieval, and identity-based actions, without relying on API key-based authentication.

🔎 Added with this update:

• Authentication items can now be used within MCP Servers (Virtual Users > Extensions section).
• Virtual Users: Support for OAuth 2.0 (Client Credentials) as an authentication method for the MCP Server Extension Tool.

Nimbus Companion: Transcription and Summarization for Outbound Calls

Transcription and AI-generated summaries are now available for outbound audio calls, including Call on Behalf scenarios and Scheduled Outbound Calls. Agents can automatically receive a full transcript and conversation summary for outbound interactions, just as they already do for inbound calls. This means no interaction goes undocumented, regardless of how it was initiated, reducing manual note-taking, supporting better follow-ups, and giving supervisors a complete and consistent record across the entire call lifecycle.

🔎 Added with this update:

• Transcription and summarization extended to Call on Behalf scenarios.
• Transcription and summarization extended to Scheduled Outbound Calls, both with and without workflows.

💡 Transcription and summarization must be configured and the required licenses must be in place in order to use this feature.

Dashboards: Task Capacity visibility for Supervisors

Supervisors can now see the (absolute) task capacity of their agents directly in the User State Tabular and User Supervision Tabular widgets on flexible Dashboards. The existing Modalities column has been updated with capacity information, and a new Modalities & Capabilities column shows the absolute numbers of configured task limits and currently assigned tasks per modality. This gives supervisors a clear and detailed picture of who can still take on work and for which channel.

🔎 Added with this update:

• Dashboard Widget Properties: The existing Modalities column in the User State Tabular and User Supervision Tabular widgets updated with capacity information, consistent with what is already shown on Live View and Services Overview.
• New optional Modalities & Capabilities columns for the same widgets, showing the absolute task limits and number of assigned tasks per modality per user.

💡Note: Both Non-Personal Dashboards / Personal Dashboards are supported.

Dashboards: Inline Filtering and Sorting for Tabular Widgets

Supervisors can now filter and sort the rows in Tabular widgets directly from the dashboard, without reconfiguring the widget or reloading the page. A full-width global search bar filters rows across all visible columns, a filter icon gives access to column-specific filter controls, and clicking any column header sorts the data instantly. This makes it faster to identify users or services that need attention — for example, agents who have been in a specific Presence State or Duty Profile for the longest time.

⮑ When “Show Inline filter and search” is enabled on the widget, inline filters are shown on the tabular widget headers.

🔎 Added with this update:

• Inline filter controls and a full-width global search bar on the following widgets: User Supervision Tabular, Service KPI Tabular, Service Queue Tabular, Live Service Tasks Tabular, Service Outbound Tasks Tabular, Service External Tasks Tabular, Service Supervision, and User Performance Tabular.
  • 💡 Note that the available filters are depending on the configured filters and columns.
  • 💡 All filter results (including search) are persistent and stored user-side, to be re-applied when the dashboard is reloaded.
• Type to search is matching results across visible columns acts case-insensitive.
• Click-to-sort for column headers, toggling between ascending and descending order. 
  • 💡Durations sort by actual time, numeric and KPI values by their value, and text columns alphabetically.
  • 💡Sort states are session-only and reset on page reload. The dashboard's configured default sort is used as the starting point. 

💡Note: Both Non-Personal Dashboards / Personal Dashboards are supported.

Other Changes and Improvements

• Distribution Service Settings / Users Service Settings: Layout improvements in the Distribution and Users tabs. Full-width toggles are now displayed at half-width and aligned next to their related fields for a more compact and easier to scan layout. The setting formerly known as "Team member can change active state" has been renamed to "Users can change active state".
• Nimbus UI quality of life change: Task capacity / service participation toggles / Outbound Call headers – already present in Attendant Console – have now also been added to My Overview and My Sessions for consistency.
• Nimbus Companion Interface: Users can customize conversation titles in the Companion interface to better reflect the context of their chats. This improves organization and makes it easier to find relevant conversations in search results, especially when discussions evolve beyond their original topic.
• User Preferences (Portal) - Now allows to configure “Pickup Call” notification behavior both for Audio and Browser (toast) notifications.
• Facts - Columns and Data Types: A new CanGetTask field has been added to the User States OData endpoint, indicating whether a user is available to receive at least one Nimbus task at any given point in time.
• Direct Call Reporting - The option to enable this in the General User Settings is now supported in Bulk Editing.