Release August 17, 2025

As summer winds down, this release introduces multi-team support for users, expanded Auto OTP for cosigners, and smarter self-service branding. We’ve also added external Workflow draft storage, embedded session links for cosigners, and the ability to engage customers directly from Case Manager—making collaboration smoother across the board.

New Collaboration Room features

Multiple teams per user

Users can now be associated to more than one team, with a primary team and optional secondary teams. This allows broader access to Workflows, cases, and assets across teams, while maintaining clear permissions and settings per context. It improves collaboration, supports cross-team case creation for Case Manager, and expands search and visibility in the History tab—all without compromising the structure of session-level settings.

Additional users can be added to users in the Admin Center User management page and by using the User Management API endpoints.

Auto OTP for cosigners and participant-assigned tasks

Auto OTP (One-Time Passcode) enables an agent to send the authentication code directly to a participant via SMS or email— preventing them from having to provide the code manually when the customer enters the session.  Initially released for primary participants, this feature now supports sending the authentication code to cosigners as well.  It’s also supported for when a participant assigns or re-assigns a task and provides contact details for another participant—ensuring smoother session access in more complex flows.

For more information about OTP settings, see Customer authentication.

Self-service opening page – Translation and branding

The system now detects the team that initiated a self-service Workflow and applies the appropriate translation and branding for that team. This will support more tailored multilingual and multi-brand experiences across self-service flows.

For more information about self-service Workflows, see Create a self-service Workflow.

Store Workflow draft in external storage

You can now enable a setting to automatically store a draft of the Workflow package in external storage when it’s sent to a customer—even if the customer never enters the session. This mirrors the existing capability in Campaigns and ensures a record is kept of what was sent, regardless of customer engagement.

For more information, see Configure general Workflow settings.

New API features

Embedded Session Link Support for Co-Signers in Dynamic Workflow

Enterprises using embedded sessions—where Lightico does not send session invitations—can now include co-signers without needing to provide their contact details. Previously, co-signers could only be invited via email or SMS. With this update, you can generate embedded session links for all participants, including co-signers. A new parameter in the Add participants endpoint allows you to choose how the session link is delivered, even when contact information is provided.

For more information, see Send an embedded session invitation in the Lightico developer center.

New Case Manager features

Customer Engagement from Within a Case

You can now interact with your customers directly from a case in Case Manager. This new feature lets agents send Workflows to customers as part of a case task, making it easier to collect signatures, documents, and form responses—all in one place.

Workflows can include any of the available elements, such as forms, document uploads, and approvals. In this first phase, only customer-facing actions are supported. Workflows that require agent input (like filling out internal forms or providing contact details) will be available in future updates.

This enhancement makes Case Manager more than just a tracking tool—it’s now a collaborative space where agents and customers can move cases forward together.

For more information, see Complete a case.

Fixes

Collaboration room

Resolved the following issues:

• Downloading a PDF with forward slash (/) in its name created a folder instead of a file.

• Number Attribute data from a nested radio button field did not pass into the session when added by an agent.

• Date Attribute data from a nested checkbox field did not pass into the session when added by an agent.

• A number Attribute nested in a radio button field did not pass data to the same Attribute in rich text (data passed only when not nested).

• DOCUMENT_CODE was not passed in the storage data.

• Portuguese localization was missing from some of the IDV screens.

• Letters were incorrectly allowed for the session PIN when an agent started a pre-planned session.

• The scroll message in Tick-box Documents was displaying in English despite the language being set to French.

• In a visual cart Workflow, there was an issue with retaining a selected value.

Studio

Resolved the following issues:

• Tick-Box Document was duplicating as a Dynamic Document.

• Deletion of signature fields did not occur on all sheets when changing the HTML from sign to approve.

Case Manager

Resolved the following issues:

• A nested, required radio button field left empty still triggered a “Verify task” success.

• Cases loaded indefinitely when opened, and new cases could not be created.

User management

Resolved the following issue:

• Bulk user uploads (via CSV) without a Team ID did not show an error, and the usernames were marked as “uploaded” but could not be used or corrected/re-added.

API

Resolved the following issue:

• In API v28.1, when inviting multiple participants via both email and SMS in a dynamic Workflow, the cosigner only received an SMS invite if their orderGroupId differed from the primary participant’s.

Release timeline