27 May 2026 - 1.129 Release Notes

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

• Nimbus Companion Interface
   💡This feature released in preview and may not available to all customers.
  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. 
  🔎 Added with this update:
  • 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. Visit Transfer on User Exit for full configuration details, workflow restrictions, and reporting behavior.
  • 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.
• 💡Notes: 
  •  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.
• ☝ 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.
     
• 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.
     
• 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.
     
• 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.”.
  • Sessions List - Added Filter / Search for Customer Name. Allows to search for internal users, PSTN, Email, UPN. 💡Individual Service display restrictions for Context data and Anonymization settings still apply.

06 May 2026 - 1.128 Release Notes

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

• Virtual User Extended with Web Requests 
  💡This feature released in preview and may not available to all customers.
  Web Requests extend the capabilities of Virtual Users by enabling direct integration with external systems through configurable API calls. This allows organizations to go beyond intent detection and implement advanced automation scenarios, such as CRM lookups, customer verification, and self-service workflows. As a result, more interactions can be handled automatically, reducing agent workload and improving response times. With built-in testing, error handling, and tenant-level controls, integrations remain secure, reliable, and easy to operate.
  🔎Added with this update:
  • A new Bot Type Nimbus AI Service - AI Workflow to be used as a Virtual User.
  • Configurable Web Requests as part of the Virtual User instruction set.
  • Web Request responses can be stored as Parameters and used throughout the session.
  • Using the Virtual Users in Audio/Video Workflows -  The virtual user dynamically handles the customer interaction with Web Requests in the background and provides exits for Fallback, Success, Failure and Idle Timeout scenarios.
     
• Model Context Protocol (MCP) Server Extension for Virtual User 
  💡This feature released in preview and may not available to all customers.
  With MCP Server support, Virtual Users can be extended with ready-to-use integrations to handle a wider range of scenarios. The MCP server integration connects your Virtual User to external tools or services through an MCP (Model Context Protocol) server, which acts as a bridge between the AI and those systems. Instead of configuring API requests, you can use plug-and-play capabilities provided by third-party platforms, reducing setup complexity and implementation time. MCP Servers also enable low-latency voice interactions, supporting more natural and responsive conversations. By connecting multiple MCP Servers, organizations can further expand their automation use cases and increase the overall value of their Virtual User.
  🔎Added with this update:
  • Virtual User: MCP Server configuration options as part of the new Bot type “Nimbus AI Service - AI Workflow”. If a Virtual User is using this bot type, the Extension Tools section on the Virtual User's configuration page allow settings for Web Requests and MCP.
  • The option to enable multiple MCP Servers per Virtual User.
     
• Task Parallelization: Increased to 4 parallel tasks in any modality
  With this feature, Luware Nimbus gives administrators granular control over how many tasks a user can handle simultaneously. A new Total Task Limit (up to 4* Tasks) sets the overall maximum across all channels, while individual Task Limits per  user — for Audio/Video, IM, Email, and External Task — allow fine-tuned configuration per role or team. This replaces the previous fixed limit of two parallel tasks. As a result, organizations can better balance agent efficiency and workload, ensuring users are neither underutilized nor overwhelmed — without the need for manual workarounds or custom routing logic.
  *The maximum limit will be gradually increased in future releases.
  🔎Added with this update:
  • General User Settings: Added four new fields Task Limit per modality for Audio/Video, IM, Email, and External Task. 
  • Added a new field Total Task Limit controlling the overall maximum number of parallel tasks per user. Current limit: 4.
    💡If combined Task Limits across modalities exceed the Total Task Limit, the Total Task Limit still applies.
  • Modality restrictions for parallel tasks have been lifted. As Parking remains the prerequisite, according KB pages and comparisons with “On Hold” tasks have been updated.
     
• ACW now configurable for unsuccessful Outbound calls
  Administrators are now able to grant ACW in cases where the destination is not picking up so that the users (agents) can fulfill their obligations, like documenting the attempt or scheduling another call to the destination. This feature applies for Nimbus users which are already "connected" (call on behalf task accepted, or scheduled outbound call accepted) but cannot successfully reach out to the customer. It will not apply for Outbound call with workflow, as the destination is first pre-dialed out to, then the user needs to accept the task.
  🔎Added with this update:
  • Distribution Service Settings > After-Call Work (ACW): Added new toggle “ACW for Unsuccessful Outbound” (default disabled). Starts ACW in case outbound call ends with destination not reached, destination declined or user aborted.
  • Outbound Call - updated chapters in the KB to clarify the relation ACW and under which scenarios this toggle applies.
     
• Other Changes and Improvements
  • Provider Connector - Administrators can now validate the configuration of a Twilio Provider Connector and its associated Messaging Entries directly from the UI, confirming API connectivity and verifying available messaging capabilities (SMS, WhatsApp) without requiring a full save of the configuration.
  • Personal Dashboards  - Dashboard Widget Properties - Columns, Filters and Thresholds for “User State Tabular” and “User Supervision” widgets have been updated. Tabular widget table headers: Renamed instances of “Time in state” to "Time in Presence State" to make the distinction clear. 
  • User Preferences (Admin): Now offering download links for Power BI Template and Nimbus Assistant. 

15 April 2026 - 1.127 Release Notes

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

• Companion Goes to General Availability
  With this update, we close the Nimbus Companion preview program and Nimbus Companion becomes generally available to Nimbus customers. Use automated transcription to create a written record of all your incoming audio calls. Let your agents catch up fast on those longer conversations, by providing an AI-powered summarization directly in the UI. With an existing transcript, Companion can also reduce the distracting busywork in your agent's after-call work by automatically suggesting codes and tags best suited to the current conversation.
  🔎Added with this update:
  • Companion Service Settings - Companion features will become generally available. The UI might provide these features My Sessions and Attendant Console as additional “Companion” widgets. 
    💡All features are individually configurable per service and by default turned off.
    💡"Live Captioning" features remain in preview and will require an additional license.
  • New optional Companion Features (Transcription, Summarization, Codes & Tags) all become generally available for Companion licensed users. 
  • Codes - New optional “Companion Context” fields for Primary and Secondary Codes, allowing you to describe how Companion should suggest codes automatically after a transcribed inbound audio call.
     
• Nimbus Virtual Users Now Available for Outbound Call with Workflow
  💡This feature is in preview and may not available to all customers.
  Nimbus Virtual Users can now be used in outbound workflows. This enables automated, AI‑driven outbound calls that follow the same configurable workflow logic as inbound scenarios—ideal for proactive customer interactions, surveys, session follow‑ups, or call campaigns without immediate agent involvement.
  🔎Added with this update:
  • Conversation Handling Activities - The “Add Virtual User” workflow activity supports Outbound Call Audio/Video workflows.
  • Modalities Service Settings > Outbound Call > Workflows now supports “Add Virtual User” workflow activity.
     
• Automatic Voicemail Transcription
  Save agents from sitting through lengthy voicemail recordings before returning missed calls. With automatic voicemail transcription using Azure Speech Services, transcriptions can now be shown directly in the Nimbus UI (Customer Insights) and delivered as Adaptive Cards in your preferred MS Teams channel, so that agents can quickly skim the message and pick up the phone knowing what the customer needs.
  🔎Added with this update:
  • Modalities Service Settings: 
    • Added new “Voicemail Transcription” Service Setting to automatically transcribe voicemail. This feature is configurable per service.
    • Added a Speech Recognizers option for Voicemail. 
  • With the feature enabled, transcription-enriched Adaptive Cards will be posted to the service's MS Teams channel.
     
• Keep Track of Initial Entry Point of a Call
  When a call passes through multiple hands, critical context can get lost. Nimbus now preserves the original number or identity from the moment a call first enters your system, giving agents transparency into where a call was originally received, even if it was later forwarded to a Luware Nimbus service. This also allows intelligently routing calls to preferred agents, ensuring that customer hear a trusted voice.
  💡Some possible application scenarios for this feature are:
  • Preferred User Routing - If a call was originally received by a specific employee, that employee can be prioritized for callbacks or routing decisions.
  • Call flow transparency - Agents immediately understand that the call was not originally intended for them, but was forwarded or escalated.
  • Process Automation - Power Automate flows can branch based on where the call initially entered the organization.
  • Resource analysis - Gain insight into which MS Teams numbers are actually used, even if calls end up in services.
    🔎Added with this update:
  • System Fields and Parameters - Added new Nimbus System Data: Original Called Number / Original Called Target Type (User / Resource Account / Service).
  • The new Parameters can be shown and used in various areas, such as Nimbus Workflows, Power Automate Connector, My Session Page.
     
• Export Service / User Configuration Data
  Managing audits and operational reviews just got easier. A new export functionality in the Nimbus Service and User Administration lets you capture individual settings as snapshots. This way, you can now keep track of changes over time and see a personal history record. And because the export is powered directly by the internal Nimbus API, you can trust that what you see is what you get: the exact same configuration data — workflows, settings, and licenses.
  🔎Added with this update:
  • Configuration Export capabilities have been added to Nimbus Admin UI.
  • New CSV and JSON export buttons User Administration and Service Administration.
  • Possibility to bulk-export multiple entities into single files.
     
• Virtual User - New capabilities and quality of life updates
  💡This feature is in preview and may not available to all customers.
  With the addition of a new bot type (based on GPT Realtime), Nimbus expands on Virtual User capabilities. The new “AI Workflow” bot type supports a wider array of use cases within workflows, all wrapped in a Nimbus-native integration and UI experience. Nimbus Administrators and Service Owners can leverage external services and formulate more detailed instructions for the AI on how to proceed with this data.
  🔎Added with this update:
  • Bots - Added extended features with a new bot type “Nimbus AI Services - AI Workflow”.
  • Virtual Users - when selecting the “AI Workflow” bot, new capabilities for Web Requests and MCP servers are unlocked. 
    • AI prompt fields expanded considerably to allow for more detailed instructions.
  • Conversation Handling Activities - “Add Virtual User Activity” now supports a total 3 different bot variants.
    • With the new “AI Workflow” Bot and Virtual user selected, the activity allows to directly engage with a customer in natural conversation. 
    • Added support for Fallback Parameters. These parameters are filled when the AI cannot fulfill a customer request or fails to validate the data necessary to proceed.
       
• Instant Messaging improvements
  Improving on the recent SMS/RCS and WhatsApp integration, Nimbus now offers more clarity on the UI and Configuration, clearly highlighting pending interactions, as well as highlighting potential restrictions imposed by the integration channel in use (e.g. remaining or total SMS length). This avoids costly mistakes by either sending too many or no messages to customers as the constraints were hit, or accidentally ignoring a customer's reply in chat.
  🔎Added with this update:
  • My Sessions and Nimbus Main Menu:
    • Instant Messaging tasks, widgets and menus now show "pending interaction" notifications as red bubbles.
      💡Note that this counter increments increments once per pending task, not acting as a total message count. More details can be found under Instant Message Handling > My Sessions.
    • A added validation for Twilio integration messages (WhatsApp, SMS, RCS) to avoid message sending failures due to oversized messages. Chat Widgets in the My Sessions UI will now show message limits and warnings, also display links to the KB for further information.
    • Conversation Handling Activities > “Message" - Added notes activity behavior when message length (imposed by the channel integration and protocol) is exceeded. The activity will be skipped e.g. when Parameters resolve into messages that would exceed the limit.
       
• Other Changes and Improvements
  • Various UI detail improvements made to Attendant Console and other UI areas, primarily to increase contrast and readability.
  • Conversation Handling Activities > “Input Customer (Advanced)" now supports voice-enabled IVR with freely configurable Speech Recognizers.
  • Virtual Users  - Flow description fields now allow up to 5000 characters for more detailed prompts and richer context.

25 March 2026 - 1.126 Release Notes

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

• Clickable Context Parameters in My Sessions
   Parameters on the My Sessions page can now optionally be shown as clickable links, using valid protocols such as msteams://, nimbus-call:, ftps://. This allows users to quickly open websites, start phone calls, or launch the applications with a single click. This saves time, reduces manual copy & paste effort, and helps users complete their contextual tasks more efficiently.
  🔎Added with this update:
  • Parameters page: Added a new “Parameters with clickable protocols” chapter.
  • Flow Actions > “Update Task”: Mentioned the option to update existing parameters with new (or different) protocol links.
     
• Task Parallelization: Call on Behalf during After-Call Work
  Allowing Contact Center agents to start an Outbound Call (Call on Behalf) during After-Call Work (ACW) helps them to continue follow-up actions without waiting until ACW is finished. This improves efficiency, as agents can reach out to another Nimbus user or service while still completing their after-call tasks. ACW continues until the outbound call is accepted by the destination, ensuring that required documentation and post-call activities are not interrupted. During ACW, no new tasks are assigned to the user, so they can stay focused and avoid overload. This is an improvement to the Task Parallelization feature and helps agents work more efficiently while maintaining focus.
  🔎Added with this update:
  • Distribution Service Settings: New “Allow Call on Behalf during ACW” toggle (default off).
  • Bulk Editing support for this service setting.
  • Custom Roles support for the “Call on Behalf during ACW” permission.
     
• Task Parallelization: ACW Support for Audio/Video tasks
   Even when handling multiple tasks in parallel, there are often small follow-up actions that need to be completed. With this feature, After-Call Work (ACW) now starts automatically when a (non-parked) Audio/Video session ends, allowing agents to finalize their tasks without interruption. ACW is triggered for all Audio/Video task types and directions, including Consultation Call to services. Parked sessions and other modalities are excluded¹. While in ACW, no new incoming Audio/Video sessions are distributed to the user, giving them the time and focus needed to complete post-call work.
  
  ¹ When Tasks Parallelization is disabled on your tenant or the individual user, ACW works in the usual way for all types of sessions.
  
  🔎Added with this update:
  • The above-described behavior automatically takes effect when:
    • Task Parallelization is enabled for the User in General User Settings and
    • After-Call Work (ACW) is enabled in Distribution Service Settings.
       
• Service System Message support for WhatsApp and SMS/RCS
  Service System Messages are automated messages shown to customers or users during specific session events. With configurable system messages for WhatsApp and SMS/RCS, you can standardize what customers see during a service interaction while keeping the main messaging strategy flexible. Most message fields are optional, so you can keep messages simple or add more detail where needed. A new mandatory “Task Limit Reached” message makes sure customers are informed when a service is at task capacity. Delivery and read receipts give you insight into message status, so you can see whether messages are delivered and read and act with confidence.
  🔎Added with this update:
  With this feature, there will be new configuration options in Nimbus:
  • Service System Messages updated for Configuration (Admin Portal) usage, now support both WhatsApp and SMS/RCS Instant Messaging channels.
  • Instant Message Handling: The chat window of the previous WhatsApp/SMS IM Session is now shown during ACW on My Sessions page.
  • Modalities Service Settings > Instant Messaging: Added optional menus for selecting respective Service System Message entries for each Instant Messaging Integration.
  • Related: 
    • Updated Use Case - Setting Up a WhatsApp Integration in Twilio to reflect and Service System Messages
    • Updated Use Case - Setting Up an SMS/RCS Integration in Twilio to reflect the new RCS specific settings and Service System Messages.
    • Limitations and Integration paths updated to include RCS. Please note that RCS is a first implementation with improvements planned for future updates.
       
• Other Changes and Improvements
  • The Email Modality now supports HTML rendered tables in email outputs, directly inside the email body.
  • Resources / Playlists Audio Files - Support for WMA audio files has been discontinued. Switching to formats file formats: wav, mp3 is advised.
  • Data Privacy Service Settings: reordering of options and added KB links. No functional changes with this update.
  • Data Privacy Service Settings: Smaller improvements to the Settings UI. Anonymized parameter display for historical calls improved.
  • Configuration: Added live KB pages for Service System Messages (Interact, WhatsApp, SMS/RCS) and Direct System Messages (Interact) and updated contents.
  • Updated Power BI Template 1.126 with new KPIs and updated filters. Learn more in the Nimbus BI Template Release Notes.

04 March 2026 - 1.125 Release Notes

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

• Inbound SMS and WhatsApp support via Twilio: General Availability: Nimbus omnichannel capabilities are expanded with SMS and WhatsApp. 
  • 💡The Twilio integration will be available across all clusters as of the planned deployment date.
  • With this feature, WhatsApp and SMS communication channels are added under Instant Messaging modality, allowing seamless management within the existing Nimbus workflows. Incoming messages can be distributed to Nimbus users, ensuring fast and efficient responses. Combined with Nimbus’ ability to handle tasks in parallel, this integration offers an additional and highly effective way to engage with customers. Moreover, your customers can easily reach you in their preferred channels bringing customer experience on the new level.
  • 🔎 Added to Nimbus with this release:
    • Modalities Service Settings updated with WhatsApp/Twilio settings and respective workflows.
    • Added Instant Messaging WhatsApp / SMS support for all Workflow Activities.
    • Updated Messaging Entries and Provider Connectors for SMS usage.
    • Nimbus API > GET Service Details method now retrieves SMS / WhatsApp integration details as well.
    • Updated Use Case - Setting Up Instant Messaging for showcasing the various integration paths and leading into the specific topics:
      • Use Case - Setting Up a WhatsApp Integration in Twilio 
      • Use Case - Setting Up a SMS Integration in Twilio 
         
• Direct Call Reporting: Tracking Direct Calls made to MS Teams: 💡This feature is already in preview and will be made available for general use in a following release. 
  • Previously, when Nimbus users accept a direct call via MS Teams, they are not available for handling tasks from Nimbus services. While direct calls enable immediate, private, person-to-person conversations, they don't appear in daily reporting, causing gaps in performance tracking. The Direct Call Reporting feature addresses this scenario, closing the gap between reporting Nimbus calls and direct calls.
  • 🔎 Added to Nimbus with this release:
    • Possibility to enable the feature per user via General User Settings.
    • Introduction of a Fair Usage Policy: 
      • You can track up to 50 users per service-based license and one user per user-based license. The total number of licenses is added up.
      • Staggered release, as we monitor data usage and performance.
      • A tooltip to show the license usage for Direct Call tracking.
      • Change History in Nimbus Admin Portal will reflect updates on this feature.
      • Direct Call Reporting page updated to reflect newest implementation status.
        💡 Unchanged: Direct Call Data is available via OData Feed to User Supervisors using the Nimbus Power BI Template (1.122 state).
         
• Other Changes and Improvements
  • Data Privacy Service Settings changes are now reflected in the Nimbus Admin Portal > Operations > Change History.
  • Companion Service Settings now have dedicated data storage settings.
  • Data Privacy Tenant Settings now has a new “Artificial Intelligence” section with individual consent options for AI-powered Nimbus features. A Tenant Administrator must opt-in to consent before using any AI features that process personal data generated from live calls (e.g. via Transcription or interaction with Virtual Users). 
    💡Good to know: AI-features which were already configured prior to this change will continue to operate normally, but the (Companion, Virtual User) UIs will be locked against change until Administrator consent was given.

11 February 2026 - 1.124 Release Notes

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

• OData Query: Enforced Pagination
  We made improvements to the existing Nimbus OData Feed queries to enforce paginated results. This limits the number of records in the response, ensuring to avoid timeouts, API constraints and other errors related to large and parallel data set queries.
  🔎Added with this update:
  • Limited the number of records in the OData feed response to 10000 per page.
  • The OData query supports clients to page through the result set without having to dynamically adapting the OData filter.

✅Checking pagination readiness: When using the Nimbus Power BI Template version 1.122 or above, you can expect @odata.nextLink to work out of box with no further action required. 
🔎 Download links can be found on top of the BI Template page itself. When you are accessing the 3rd-party solutions, please visit our OData Feed page and read the chapter on “Result pagination”. On most modern OData clients, @odata.nextLink pagination works without any additional actions required.

• Data Privacy Settings: Caller Anonymization
  💡This feature was added with the last release and enabled only on customer request. With this release, it is available to all Nimbus customers. 
  Caller Anonymization is a new feature added to Nimbus which helps organizations to reduce exposure of personally identifiable information, supporting stricter privacy and compliance requirements.
  🔎Added with this update
  • Caller Anonymization - new configuration item in the Service Administration. In the configuration item, you can define how incoming PSTN numbers are identified for anonymization (e.g. opt-in numbers by specific region) by using regular expressions.
  • Data Privacy Service Settings tab added. Allows to steer the "Caller Anonymization" feature per service (default: disabled).
    • When enabled, Caller Anonymization will mark Customer identifying fields in the Nimbus UI as “Anonymized on request”.
    • KB Update: Updated System Fields and Parameters tables with a new “Caller Anonymization” columns and a separate chapter at the bottom to highlight the scope of this feature.
• Other Changes and Improvements
  • Custom Roles - improvements to tooltips to be in-line with updates to our User Role (RBAC) Matrix and the detail CRUD permissions.

20 January 2026 - 1.123 Release Notes

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

• Attendant: Transfers and Consultation Calls for Outbound Sessions 
  Transfers and Consultation Calls are now possible for Outbound Call Sessions. This allows Nimbus users to engage with the customer first, then redirect them directly to an internal expert for further consultation. For the customer, this means minimized wait times with no further service calls required in order to get connected to the right expert.
  
  🔎Added with this update:
  • Attendant Console - Added support for scheduled and manual Outbound Calls & Call On Behalf, same as inbound sessions. 
  • Attendant - Safe Transfer to (internal or external) User / Phone Number / Nimbus Service
  • Attendant - Blind Transfer to (internal or external) User / Phone Number / Nimbus Service
  • Attendant - Consultation Call (internal or external) User / Phone Number. Nimbus Services are not yet supported.
    💡Updated reporting behavior for these actions: In a multi-service scenario, where the first service handles the outbound task, and then transfers to another service, the task direction on the receiving service will be set to inbound.
• Data Privacy Settings: Caller Anonymization 
  Caller Anonymization helps organizations to reduce exposure of personally identifiable information, supporting stricter privacy and compliance requirements. It limits what frontline users see, without blocking the workflow needed to help the caller. This lowers data‑handling risk while keeping service quality high.
  
  🔎Added with this update:
  • Caller Anonymization - new configuration item in the Administration. Used to centrally define how incoming PSTN numbers are identified for anonymization (e.g. opt-in numbers by specific region) by using regular expressions.
  • Data Privacy Service Settings tab added. Allows to steer the "Caller Anonymization" feature per service (default: disabled).
  • Default disabled for all services. Once enabled, either all incoming PSTN calls OR the list of defined “Caller Anonymization” regular expressions will be applied.
     
• Other Changes and Improvements
  • Instant Messaging / Workflow Activities / WhatsApp Integration in Twilio: Added support for the “Web Request” activity when handling Instant Messages via workflow using the Twilio WhatsApp integration.
  • Assistant - UI size was increased slightly. To accommodate new Consultation Call UI elements, Assistant will increase size temporarily, but return to the new standard height afterwards.

13 January 2026 - 1.121 + 1.122 Release Notes

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

• 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.
  🔎 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 - allows users to consult with a service before transferring a customer call, ensuring smoother handovers with context and parameters already included in the session.
  🔎 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)”.
    • Facts - Columns and Data Types - added the new objects starting with InitialCaller in the name and updated the descriptions for the corresponding pre-existing objects in the Unified Sessions section.
      • InitialCallerConnectedTime¹
      • InitialCallerHoldCount¹
      • InitialCallerHoldTime¹
      • InitialCallerIVRTime
      • InitialCallerQueueTime
        Notes: ¹💡Reminder: HoldTime is included in the ConnectedTime.
    • 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
  The new WhatsApp integration to Nimbus adds a convenient business and service communication channel for customers. For instance, support teams can handle inquiries via WhatsApp, improving responsiveness and customer satisfaction.
  🔎 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 Workflow Activities for WhatsApp.
  • 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.
       
• Preview: Direct Call Reporting 
  Direct Call Reporting provides visibility into calls outside of standard Nimbus, helping 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.