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.
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:
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:
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:
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.
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:
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.
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:
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:
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.
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.
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.
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. Call Data for inbound and outbound calls can now be anonymized using the new “Caller Anonymization” feature.🔎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.
Outbound call and Call on behalf now support various transfer scenarios and destinations
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.
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.
Concluded (Historical) Sessions for both inbound and outbound PSTN calls can now be anonymized using the new “Caller Anonymization” feature.
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.
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. Administrators can leverage the API to quickly provision, copy or delete services and their configuration.🔎 Added with this update:
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. Users can now start Consultation Calls to Nimbus Services while staying with the Customer during the entire time.🔎 Added with this update:
Related KB changes: New Consultation Call concept page with explanations, considerations, limitations listed in one place.
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.
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. The WhatsApp Integration allows to provide a Front Desk Service Chat, either handling the incoming tasks directly or transferring them to other services🔎 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.
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.
Distribution Policies - Updated notes for “Last User Routing” for the Instant Messaging modality, specifically in scenarios, where multiple integrations are in place (Interact / WhatsApp).
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. BI Specialists can now gather metrics on calls made directly to (Nimbus) users in their MS Teams client.🔎 Added with this update:
