Release July 19, 2026

This release delivers enhancements across the platform — improving how sensitive data is captured, how completed documents reach customers, and how cases are managed through their full lifecycle. New Attribute types and configuration options give admins more control over data entry and formatting, while updates to session handling, team settings, and case closure make day-to-day operations smoother for agents and configurators alike.

New features

This release includes the following new features:

Collaboration Room

📤 Automatically send completed documents to customers

Admins can now enable automatic delivery of completed documents to customers upon Workflow completion. When the setting is on, customers are prompted once at the start of the session to confirm or provide an email address, and documents are sent automatically when the Workflow is done.

For more information, see Document handling.

📷 Improved camera access handling in photo IDV

When a customer denies camera access during a photo identity verification step, the Workflow now routes them down the configured fail path instead of stopping without guidance. Business Configurators can save the camera access decline result to an Attribute and use it to build conditions — for example, to offer customers an alternative path. A new camera access denied failure reason is also available in the IDV completed webhook event.

For more information, see Add photo ID verification to a Workflow.

Admin Center

🔤 Better control over structured character entry

Admins now have more options for configuring how customers enter and submit values for text Attributes — essential for inputs like Social Security Numbers that require a defined format and secure input.

Introducing the following options when creating a text Attribute:

• 🔢 Segmented formatting — Configure a structured, multi-segment input format. Customers enter values across separate, auto-advancing fields, each with a defined type (numbers, letters, or combined) and character limit. A live preview reflects the configured structure in real time.

• 🔒 Live masking — Enable live masking so that characters are obscured as the customer types, with a view option so they can verify their entry.

For more information, see Create basic Attributes.

🔤 Preserve formatting in an Attribute value

Use the new rich text Attribute to allow customers and agents to enter multi-line content with basic formatting, including bullet and number lists, bold, italic and underline. Rich text Attribute values are preserved and rendered with the formatting when referenced in Dynamic Documents.

For more information, see Create rich text Attributes.

🔎 History page refresh

The Admin Center History page has been rebuilt with a cleaner, more modern look — the layout and search experience are improved, while all existing functionality remains unchanged.

For more information, see Administrator session history.

Case Manager

⚙️ Apply any team's session settings to a customer engagement

Agents can now select which team's session settings apply when starting a customer engagement from a case. This allows the customer experience to match the intended business unit, even when the handling agent belongs to a different team. Admins control whether this option is available.

📅 Smarter Function Attributes with new system values

Function Attributes can now produce more accurate, context-sensitive outputs by referencing when a function actually runs and who currently owns a case. Four new system values are available in the function Attribute editor:

• Current Date and Current Time, which resolve at the moment the function executes

• Case Owner Full Name and Case Owner ID, which resolve to the current assignee rather than the original case creator.

For more information, see Create a function Attribute.

🔚 Cases in an end state automatically close the customer session

When a case moves into an end state, the associated customer session is now closed automatically, and reminder emails stop being sent. If the case moves out of an end state, the session is reactivated. Cases in an end state are read-only.

⚡ Faster case opening

We've improved how cases load, so agents spend less time waiting and can get to work sooner after opening a case.

Fixes

Collaboration room

Resolved the following issues:

• Pressing Enter in certain HTML objects created multiple blank lines instead of one.

• Table row object dotted lines disappeared in the HTML editor when zoom was below 100%.

• A Download-only HTML document sometimes failed to download or send after Workflow completion.

• The unordered list option deleted conditional objects instead of formatting text in HTML Designer.

• Clicking Next completed the step instead of advancing when a customer reviewed a multi-page External Document.

• A Workflow with an optional second participant and a switch failed to lock after completion.

• Mapping fields in the PDF Editor shifted position after saving a draft or publishing changes.

• In a rich text section, changing the text color of multiple highlighted URLs only updated the first URL.

• The Completed status text for a finished Workflow was not translated into Portuguese and displayed in English instead.

• Co-signers did not receive Action Required or New Activity notification emails the way the primary signer did.

• Certain button labels and system messages in the Portuguese language pack used Brazilian Portuguese terms instead of European Portuguese.

Admin Center

Resolved the following issues:

• An Attribute could no longer map to the same field name across Salesforce organizations.

• Editing an Attribute label with certain special characters caused an endless loading with no error.

• Wording templates could not be added in profiles set to English.

• Email subject lines combining multiple system values did not render correctly.

Case Manager

Resolved the following issues:

• An agent Form in Case Manager occasionally hung when adding a Document Request.

• The country code prefix was missing when re-engaging a customer in Case Manager.

• In Case Manager, an invalid OTP or owner prefix failed silently with no error.

Release timeline