📆Expected in June/July

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.

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• A new Session Ended by System message under Service System Messages > Messages to Customer, 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 will support Pickup as a distribution type, making Queue Workflow activities with the Pickup option fully compatible with these services. This gives agents of skill-based services 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. 
 

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• Pickup as a distribution type for skill-based Audio/Video services.
• The Pickup button on My Overview, Services List, and Live View for Skill-based services (already available in the Attendant Console).
• Queue Workflow activities with the Pickup option will be assignable to Skill-based services without warnings or restrictions.

💡The Pickup button will only be active for users who match the current Distribution Policy with their responsibility profile. Preferred users and the Initial Preference Phase will be respected.

💡Note that Adaptive Cards for Pickup are not supported for Skill-based services and any existing configuration for this will be ignored.

Virtual Users: Dynamic Workflow Exits

Administrators can 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.

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• The ability to configure multiple custom exits on the Virtual User workflow activity, each representing a different conversation outcome — Create intents on the Virtual User configuration page with up to 10 parameters per intent and map the exit intents with the workflow exits.
• Calls can be routed dynamically based on the exit taken, enabling differentiated handling per intent or result.

💡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.

Virtual Users: MCP Server Authentication

Administrators can 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.

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• 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 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.

🆕What will be added to Nimbus?

With this feature, transcription and summarization are extended to:

• Call on Behalf scenarios.
• 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.

Task Capacity Visibility for Supervisors

Supervisors will see the 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.

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• 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.
• A new optional Modalities & Capabilities column for the same widgets, showing the absolute task limits and number of assigned tasks per modality per user.

💡 Both personal and non-personal dashboards are supported.

Inline Filtering and Sorting for Tabular Widgets

Supervisors can 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.

🆕What will be added to Nimbus?

With this feature, the following will be added to Nimbus:

• 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.
• Click-to-sort column headers, toggling between ascending and descending order. Durations sort by actual time, numeric and KPI values by their value, and text columns alphabetically.
• Search highlights matching results across visible columns and is case-insensitive.

💡Filter and sort state are session-only and reset on page reload. The dashboard's configured default sort is used as the starting point. Both personal and non-personal dashboards are supported.