📆Expected in March

Inbound WhatsApp via Twilio

We are excited to announce that WhatsApp via Twilio is now generally available in all clusters. This marks another step on the Nimbus omnichannel journey. 
With this feature, a new WhatsApp communication channel is 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.

🆕What will be added to Nimbus?

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

• The possibility to enable WhatsApp/Twilio in the Service Settings.
• Configuration of an Instant Messaging workflow for WhatsApp.

Inbound SMS via Twilio

We are expanding Luware Nimbus by adding the communication channel SMS under the Instant Messaging modality, further strengthening its omnichannel capabilities. The feature enables you to receive, distribute, and respond to inbound SMS via Twilio, giving customers another simple way to reach you - without needing to call or open a website chat. It’s especially useful for customers who are on the go or prefer texting over waiting in a queue. For agents, the SMS feature adds more flexibility in how they manage and prioritize their workload. Enabling this feature for your services is a practical way to boost engagement, reduce queue time, meet customers on the channels they prefer, and support a more balanced omnichannel service model.

🆕What will be added to Nimbus?

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

• The possibility to enable SMS/Twilio in the Service Settings.
• Configuration of an Instant Messaging workflow for SMS.

Direct Call Reporting: Tracking Direct Calls

💡This feature is already in preview and will be available for general use soon.

When a Nimbus user accepts a direct call via MS Teams, the agent is 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.

🆕What will be added to Nimbus?

• The possibility to enable direct call tracking for up to 50 users per service-based license (implemented as fair-use).
• Direct call data made accessible to User Supervisors via OData and BI template.

🔎 Check out our Direct Call Reporting page in advance.