📆Expected in June

Nimbus Companion Interface

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.

🆕What will be added to Nimbus?

With this feature, there will be a new functionality in Nimbus:

• The ability to ask Nimbus-related questions and get quick information based on our Knowledge Base and Status Page.

Transfer on User Exit

Organizations often want to follow up with customers immediately after a call, for example, to collect satisfaction feedback. Until now, this required either manual agent action or complex external automation. 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 before the interaction with an agent whether they would like to participate, and if they agree, they are seamlessly transferred to a survey service as soon as the agent hangs up, without any manual action required from the agent, and without the need for external automation tools.

🆕What will be added to Nimbus?

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

• A new Transfer on User Exit toggle in Modalities Service Settings, available for Inbound services and Outbound with Workflow services, allowing administrators to configure an automatic transfer target per service.
• A DTMF-Supported Transfer toggle, enabling PSTN-based routing to the target service for scenarios that require keypad input (e.g. automated surveys).
• A new Record Consent workflow activity to capture and store the customer's consent.

Task Parallelization

Task Capacity Indicator for Agents

Agents working with task parallelization can now see their current 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.

🆕What will be added to Nimbus?

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

• A capacity indicator in the header of My Overview, My Sessions, Attendant Console, and Nimbus Assistant showing used and available task slots per modality.
• Visual indicators when a user has reached their limit for a specific modality or their total task limit.

💡 The capacity indicator is only shown when task parallelization is enabled for the user.

Smarter Task Ordering in My Sessions

Agents handling multiple tasks in parallel can now find their most relevant parked task faster. With this feature, My Sessions will always show 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.

🆕What will be added to Nimbus?

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

• Automatic task ordering in My Sessions by connection state, modality, and elapsed time.
• 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.

🆕What will be added to Nimbus?

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

• Task lanes per modality, ordered by elapsed time, with empty lanes hidden automatically.
• Adjustable divider between the task and contact areas, with position saved per user and browser.
• Quick resize buttons to maximize either the task or contact area.

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 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 — without the need for manual workarounds or custom routing logic.

Virtual Users: Web Requests and MCP Can Now Be Used Together

Until now, Web Requests and MCP Server were mutually exclusive in the Virtual User configuration,  so that administrators had to choose one or the other. 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.

🆕What will be added to Nimbus?

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

• Web Requests and MCP Server can now be used together in the same Virtual User configuration.

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.

🆕What will be added to Nimbus?

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

• A new parameter for the customer's consent that can be set in IVR workflows.
• When consent is denied, the entire transcription pipeline is skipped for the full session.
• The consent decision persists automatically across blind transfers, consultative transfers, and unpark operations.
• The Companion widget shows a clear consent-denied message in the Transcription and Summary tabs when consent was not granted.