📆Expected in May

Virtual User Extended with Web Requests

💡This feature will be introduced as a preview. Availability may be limited at first, and functionality, scope, and design may change before general availability.

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.

🆕What will be added to Nimbus?

With this feature, there will be new configuration options in Nimbus:

• A new Bot Type Nimbus AI Service - AI Workflow to be used as a Virtual User.
• 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.
• Configurable Web Requests as part of the Virtual User instruction set.
• Web Request responses can be stored as Parameters and used throughout the session.

Model Context Protocol (MCP) Server Extension for Virtual User

💡This feature will be introduced as a preview. Availability may be limited at first, and functionality, scope, and design may change before general availability.

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.

With this feature, there will be new configuration options in Nimbus:

• A new configuration item MCP Servers.
• A new bot type Nimbus AI Service - AI Workflow to be used as a Virtual User.
• The option to enable one or multiple MCP Servers for the Virtual User.
• If a Virtual User is configured with Nimbus AI Services - AI Workflow, there will be an Extension Tools section on the Virtual User's configuration page with settings for Web Requests and MCP configuration.

Task Parallelization: Increased Number of Parallel Tasks

With this improvement, Luware Nimbus gives administrators granular control over how many tasks a user can handle simultaneously. A new Total Task Limit (up to 4*) 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 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 extended in a future release.

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

• A new field Total Task Limit controlling the overall maximum number of parallel tasks per user.
• Four new fields Task Limit per modality for Audio/Video, IM, Email, and External Task.

Nimbus Dashboards: Track Time in Presence State

With this feature, supervisors can see their agent's presence state 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 set up their dashboard to match their team's needs. As a result, supervisors get the context they need to make faster staffing decisions, all in one place.

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

• Dashboard Widgets (User State Tabular & User Supervision Tabular): Time in Presence State - shows how long a user has been in their current presence state