20 January 2026 - 1.123 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update is rolled out sequentially on our clusters:

Attendant: Transfers and Consultation Calls for Outbound Sessions

Transfers and Consultation Calls are now possible for Outbound Call Sessions. This allows Nimbus users to engage with the customer first, then redirect them directly to an internal expert for further consultation. For the customer, this means minimized wait times with no further service calls required in order to get connected to the right expert.

🔎Added with this update:

• Attendant Console - Added support for scheduled and manual Outbound Calls & Call On Behalf, same as inbound sessions. 
• Attendant - Safe Transfer to (internal or external) User / Phone Number / Nimbus Service

Data Privacy Settings: Caller Anonymization

Caller Anonymization helps organizations to reduce exposure of personally identifiable information, supporting stricter privacy and compliance requirements. It limits what frontline users see, without blocking the workflow needed to help the caller. This lowers data‑handling risk while keeping service quality high.

Added to Nimbus:

• Caller Anonymization - new configuration item in the Administration. Used to centrally define how incoming PSTN numbers are identified for anonymization (e.g. opt-in numbers by specific region) by using regular expressions.
• Data Privacy Service Settings tab added. Allows to steer the "Caller Anonymization" feature per service (default: disabled).
• Default disabled for all services. Once enabled, either all incoming PSTN calls OR the list of defined “Caller Anonymization” regular expressions will be applied.

Other Changes and Improvements

• Instant Messaging / Workflow Activities / WhatsApp Integration in Twilio: Added support for the “Web Request” activity when handling Instant Messages via workflow using the Twilio WhatsApp integration.
• Assistant - UI size was increased slightly. To accommodate new Consultation Call UI elements, Assistant will increase size temporarily, but return to the new standard height afterwards.

13 January 2026 - 1.121 + 1.122 Release Notes

🔖 This is a major update, bringing many new changes and improvements into Nimbus. This update was rolled out sequentially on our clusters:

New Nimbus API Methods - We have added new methods to the Nimbus API to enhance functionality and improve integration options. Read about the business value and find detailed descriptions below.
 

🔎 Added with this update: New Nimbus API methods:

• POST Create Service - The Create Service method creates a new services with the user assignment type “None”.
• GET Service Details - The Get Service Details method returns the details of a service and is needed for copying an existing service.
• POST Copy Service - With this method, you can create a new skill-based service with the same licenses and configurations as the copied service it is based on.
• POST Delete Service - Removes a service from Nimbus, marking it for deletion.

Consultation Call to Service - allows users to consult with a service before transferring a customer call, ensuring smoother handovers with context and parameters already included in the session. 
 

🔎 Added with this update: 

• Related KB changes: New Consultation Call concept page with explanations, considerations, limitations listed in one place.
• Attendant / Assistant: Capability to stay with customers during a service consultation call both in Attendant - Consultation Call and Assistant - Consultation Call.
• Workflows: New “Origin Routing” Check Activity. Allows to route workflows on the receiving service, e.g. to bypass the regular service queue or shorten announcements for incoming consultation calls from another Nimbus service.
• Reporting: 
  • Static Dimensions - Service Session Outcomes: 
    • Added remarks for Unified Sessions to distinguish between the InitialCaller (customer) durations and the duration during a consultation call to service, where two service sessions with the same customer overlap.
    • Service Session Outcomes 6 and 7 updated descriptions. Consultation Service Sessions can be identified by Static Dimensions TaskType = “Consultation Call with Workflow (6)”.
  • Facts - Columns and Data Types - added the new objects starting with InitialCaller in the name and updated the descriptions for the corresponding pre-existing objects in the Unified Sessions section.
    • InitialCallerConnectedTime¹
    • InitialCallerHoldCount¹
    • InitialCallerHoldTime¹
    • InitialCallerIVRTime
    • InitialCallerQueueTime
      Notes: ¹💡Reminder: HoldTime is included in the ConnectedTime.
  • Data Aggregation - No technical changes expected, but consultation calls to services can now involve multiple users and may also create more user and service sessions.

Preview: Universal Message handler with WhatsApp integration - The new WhatsApp integration to Nimbus adds a convenient business and service communication channel for customers. For instance, support teams can handle inquiries via WhatsApp, improving responsiveness and customer satisfaction.

🔎 Added with this update: 

• Nimbus:
  • Modalities Service Settings - Now support separate toggles for Interact and WhatsApp, to allow for individual configuration.
    💡Already existing website integrations via Interact (widgets) will continue to function normally and are unaffected by this update. WhatsApp can be used as an additional integration method in parallel.
  • Modalities Tenant Settings - now allow configuration of a WhatsApp business account via Messaging Entries and - in extension - Provider Connectors.
  • My Sessions - now allows for Chat interaction using WhatsApp business accounts. 
    💡Nimbus is leveraging the cloud communications platform Twilio as integration for the WhatsApp Business channel - more integrations are planned and coming soon™. 
  • Assistant - now provides deep links to jump into a WhatsApp Instant Messaging session within My Sessions.
  • Assistant / Attendant Console - Added support to Accept, Decline, Terminate + ACW Extend IM sessions via WhatsApp.
  • Workflow Activities - Greatly extended the IM-compatible Workflow Activities for WhatsApp.
• Related KB changes: 
  • Completely revised Instant Messaging / Instant Message Handling concept pages as entry points to showcase the possibilities and for leading into further chapters.
  • Use Case - Setting Up Instant Messaging rework, adding the new Use Case - Setting Up a WhatsApp Integration in Twilio and reflecting the changed preconditions.
  • Pages for Provider Connectors and Messaging Entries slightly reworked, both required for the WhatsApp Integration.
  • Distribution Policies - Updated notes for “Last User Routing” for the Instant Messaging modality, specifically in scenarios, where multiple integrations are in place (Interact / WhatsApp).
  • Use Case - Setting Up Interact completely revised, to be separated from the WhatsApp integration.

Preview: Direct Call Reporting -  Direct Call Reporting provides visibility into calls outside of standard Nimbus, helping supervisors monitor all interactions for quality and compliance, also by improving overall reporting accuracy. A business case example is using these insights to optimize staffing and ensure regulatory adherence.

🔎 Added with this update: 

• Data Privacy Tenant Settings - Added toggles to Direct Call Reporting (Persist MS Teams Direct Calls in Reporting).
• New reporting metrics to track and distinguish Direct Calls in BI report.
• Nimbus BI Template Release Notes - PowerBI template updates to provide filter capabilities for Direct Calls. Customers can visit Luware.com to request the latest template.

Other Changes and Improvements

• Outbound Call with workflow is now also available for Enterprise Routing licensed services.
• Task Management - Adjustment to show the correct state of Tasks within Consultation Calls that may involve multiple services.