Release March 8, 2026

This release introduces enhanced security for multi-device sessions and improved mobile viewing for HTML documents to ensure a seamless customer experience. Administrators gain more granular control over Case Manager workflows with new ownership-based logic and automated Document Request transitions. Along with a unified Attribute configuration experience, this update also includes various other platform enhancements and stability fixes.

Collaboration Room

🛡️Multi-device session access security update

Accessing the same session from multiple devices now requires identity verification, reducing the risk of unauthorized access. Depending on your configuration, verification is handled through an existing IDV method or a one-time password (OTP) sent via an available communication channel and applies to both self-service and assisted sessions.

For details, impact, and required actions, see the service notice: Upcoming change to multi-device session access.

🔢 Preserve leading zeros with numbers-only Text Attributes

Text Attributes can now be set to accept digits only, ensuring numeric identifiers are captured exactly as entered. Non-numeric characters are blocked, leading zeros are preserved, and the value is stored as text, with a numeric keyboard automatically displayed on mobile.

For more information, see Create basic Attributes.

🔎 Improved HTML document viewing on mobile devices

HTML documents now support zoom controls and fit to screen reset to make content easier to view on mobile devices. This improves readability during sessions on smaller screens.

⏭️ Streamlined Document Request step completion

After the final required document in a Document Request step finishes uploading, the session now automatically moves to the next Workflow step—no need to click Next.

Case Manager

🤴 Enable more flexible ownership-based lifecycle rules

Case Manager now supports more precise ownership-based conditions in lifecycle transitions and state configurations.

You can use:

• IS_CASE_OWNER – A Boolean value that evaluates whether the current user is the assigned case owner (equals true / false).

• CASE_OWNER_NAME – A string value representing the assigned case owner’s name, supporting standard comparison operators such as equals and not equals.

🔄 Control task behavior based on case state

You can now configure conditions in the Case Builder based on a case’s current lifecycle state. This allows tasks to be enabled, set to read-only, or otherwise controlled dynamically according to the case’s active state.

The following system values are now available in the condition component:

• CASE_STATE_ID – The unique identifier of the current case state, recommended for stable condition logic.

• CASE_STATE_NAME – The display name of the current case state, supporting standard string comparisons.

Conditions evaluate the case state at runtime and update automatically as the case progresses through its lifecycle.

👀 Quickly identify case types with unpublished changes

A visual indicator now appears in the Case Type list when a case type contains unpublished changes, allowing you to spot draft modifications at a glance without opening it.

🗂️ Delete case types from the case type builder

You can now delete a case type from the case type builder. This allows you to remove unused or outdated case types and keep your case configuration clean and up to date.

For more information, see Configure a case type

🧩 Case task description character limits

Case task descriptions now support up to 250 characters, with the limit enforced directly during editing in the Cases builder.

Admin Center

⚙️ Align the Attributes mapping experience with other builders

The Attribute mapping page has been updated to match the newer experience already available when creating Attributes in Forms and other builder pages. This brings a more consistent and modern interface across Attribute configuration.

For more information, see Create basic Attributes.

Fixes

Collaboration room

Resolved the following issues:

• Cascading dropdowns in customer forms did not function correctly and did not match the configured dataset values.

• Non-ASCII characters were not displayed correctly and appeared as question marks in user details fields.

• Unable to preview HTML as an agent in a Workflow preview.

• Unable to hide the outer borders of a table in HTML.

• Customers did not receive an invite to complete or sign an External Document in case manager.

• The External Document upload preview appeared trimmed and did not display at full size.

• Improvements in IDV verification in a Workflow.

Admin Center

Resolved the following issues:

• User management filter and sort by Active status did not work as expected.

• Superscript formatting reverted to default text after save and refresh.

• Additional localization was missing when Arabic was configured in system or team settings.

• The External Storage hub did not generate a new token after receiving a 401 response during upload retry.

Document Analyzer

Resolved the following issue:

• Results that were neither true nor false were not stored as NULL values.

API

Resolved the following issue:

• The PATCH to complete a Workflow with a download-only PDF returned an incorrect mediaType value in the completion event.

Release timeline