⭐Take a look at what’s coming next in 2026 — new features and improvements are on the way!
💡Note that we will roll out these features gradually across all clusters, starting at the expected date scope below. Once features are released, you can find detailed descriptions and specific availability dates for your Nimbus cluster in the Latest Release Notes or – in case of past releases – the Release Note History.
📆Expected in July
Distribution Policies: Faster Task Distribution with Level Skipping
Task distribution just got faster. Previously, a Distribution Policy waited at each level until its Activation Time elapsed before escalating — even if nobody was on duty or had the required skills. Now, administrators can configure distribution levels to be skipped automatically when no users at that level match the current condition, instead of waiting out the full Activation Time.
🆕What will be added to Nimbus?
- Distribution Policies > A new toggle “Skip Levels” option
- Allows to configure when to skip levels, e.g. when users are…
- … not “on duty” - e.g. when set Offline / DND / via Profile.
- …not “selectable” - e.g. when already on a task, at capacity, Ringing, Connected, Dialing Out, in ACW.
New "Pickup" Distribution Type for Email, Instant Messaging, and External Tasks
Agents get more control over their workload with the new Pickup distribution type for Email, Instant Messaging, and External Task queue. Now, agents can actively pick up waiting tasks rather than waiting for automatic distribution, deciding for themselves when to take on additional work. For these non-Audio/Video modalities, clicking Pickup accepts the task immediately — no separate Microsoft Teams toast confirmation is required. For skill-based services, current skill and duty profile matching still remain effective.
🆕What will be added to Nimbus?
- Workflows: A new Pickup distribution type in the Queue and Queue Task activities for Email, Instant Messaging, and External Task modalities.
- The Pickup button is available on My Overview, Services List, Live View, and the Attendant Console, and is only active for users who match the current distribution profile with their responsibility profile.
- Pickup workflows for all three modalities can be assigned to both Skill-based and Teams-based services.
- Pressing Pickup assigns the task immediately, no RONA timeout or Adaptive Cards configuration is available or needed.
Voicemails: Now available for Contact Center services
Contact Center services now get the same voicemail access experience in the Nimbus UI as the other Nimbus services, closing the historical separation with Enterprise Services. Service users can access voicemails and read transcripts directly in their session view; supervisors get service-level visibility; operations teams can track where voicemails pile up.
By optionally enabling the Nimbus AI Transcriber, voicemails can also be parsed into text, made available in the relevant Nimbus portals. Transcribed Voicemail data can also be integrated into downstream systems via Power Automate for further processing, analytics, or automation.
🆕What will be added to Nimbus?
- A new “Voicemails” view in the Nimbus UI
- New “Voicemail Transcription” options the service settings
Nimbus Companion Interface: Knowledge Assistant now available in User Portal
Everyone can now chat with the Knowledge Assistant, in both the Nimbus Admin Portal and the User Portal. Answers are generated directly from the Knowledge Base, so users get exactly the information they need, with source links to the KB to follow up when they want more detail. Companion also gets a UI upgrade this release: support for dark mode and multi-language capabilities, and a new side panel that pins to the right of the screen so users can keep following its step-by-step guidance while continuing to work in Nimbus. The pinned panel is fully interactive — users ask new questions and get answers right where they need them — and a single click returns Companion to the full view, to search for and resume older conversations.
🆕What will be added to Nimbus?
- Companion: Knowledge Assistant now available in both Nimbus Admin Portal and User Portal. Either can be separately activated in Tenant settings.
- Shared chat history. Sessions are private to the user-account, persist through both portals, allowing to resume the session as needed.
- Split- and Full Screen access.
- Additionally in User Portal:
- UI language support. Knowledge Assistant can also answer in multiple languages if prompted.
- Dark Mode support.
Workflow Export and Import
Workflows become portable, reusable assets, opening up new practical scenarios: partners can distribute reference workflows to customers for onboarding, teams can promote validated workflows from test to production, and organizations can keep external backups for recovery or compliance. Workflows can now be exported as JSON files and imported into any tenant or cluster. Each export contains the full block topology, wiring, and non-tenant-specific configuration. Tenant-specific references, such as parameters, playlists, and resources, are flagged as missing on import, so users can fill them in for the target tenant before saving.
🆕What will be added to Nimbus?
- Export Workflows and Workflow Templates to a local JSON file directly from the workflow editor.
- Import a JSON file into the workflow editor, which opens in edit mode with missing tenant-specific references clearly flagged.
- Imported workflows are renamed automatically to Imported_<OriginalName>_<YYYYMMDD> and must be saved manually after all missing references are resolved.
💡If a workflow is based on a workflow template, a dialog appears during export asking whether to export the workflow without the template connection, or to export the template separately as its own file. To prevent Workflow types each have versioning, cannot be mixed or converted on import.