Release October 19, 2025

This release brings powerful enhancements to Workflow automation, case management, and customer experience. Highlights include AI-powered document analysis within Workflows, a no-code Case lifecycle builder, and improved self-service continuity across devices. Additional updates include new API session capabilities and document capture control.

New features

Collaboration Room

🔬 Document Analysis in Workflow

You can now analyze documents directly within a Workflow step using Document Analyzer.

This enhancement allows supported Document Request types to be processed for data extraction. For the initial release, US Social Security Cards are supported for analysis.

Once analyzed, you can:

• Extract data and bind it to Attributes

• Use those Attributes in Workflow conditions and document content

This feature brings AI-powered automation into Workflows, enabling smarter, data-driven flows.

➡️ Resume self-service session

End-users can now resume a self-service Workflow from the exact point they left off—if they return using the same device. This feature identifies the device and stores session data, allowing customers to continue their journey without restarting.

A new toggle has been added to the Workflow builder self-service settings to enable/disable this feature.

📷 Capture Only Mode for Document Requests

Businesses can now require customers to capture documents using their device camera only. This ensures that documents are captured in real time, rather than uploaded from their device.

A new toggle in the Document Request Workflow step settings enables/disables this feature.

If the customer is on a desktop without camera access, they’ll see a message explaining that a camera is required, with an option to send themselves a new session link to continue from a mobile device.

✉️ “Send me a new invite” supported in self-service photo IDV

Customers using a desktop can now successfully request a new session link to switch to mobile when taking a selfie or when required to scan a document.

This aligns self-service behavior with other session types and improves customer experience in camera-dependent flows.

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

🤳 External storage for Photo ID Verification

Photo ID Verification now automatically saves files to an external storage hub.  

When the ”Compare photo ID to selfie” setting is enabled, both the selfie and photo ID image are sent to all connected hubs (e.g., SFTP) at the end of each verification attempt - whether successful or not. If no hubs are connected, no files are sent.

Each attempt also triggers a Storage Completed event, allowing downstream systems to respond in real time.

Additionally, BCs can customize the file name format for both selfie and photo ID files using system values and Attributes.

🗓️ System value support for Workflow date conditions

We’ve expanded Workflow condition logic to support system values in date comparisons. The first supported system value is “Current Date”, enabling more dynamic, real-time decision-making.

This enhancement improves flexibility and allows for smarter, time-sensitive Workflows.

👁️ New accessibility toolbar

This release, our accessibility tools for the agent and customer session UI have a new look and feel.

For more details, see the announcement.

API - Re-engage via API for all participants

A new API endpoint allows you to send a new session invitation to the customer with an updated name or communication channel. This behaves the same as the existing re-engage feature for the agent console. Now, integrated customers can also correct mistaken contact information before a customer has connected to the session

Case Manager

✅ Case lifecycle builder

Build custom case lifecycles with a no-code, drag-and-drop interface. The new lifecycle builder lets you define states, transitions, and conditions visually—no technical setup required. Design a custom lifecycle for each case type.

This empowers teams to tailor case flows to business needs quickly and independently, improving flexibility and reducing reliance on developers.

🛡️ Download Audit Trail – Configurable On/Off

A new system/team setting allows admins to disable audit trail downloads. When disabled, case agents will no longer see the download option in the case’s options menu on the Cases home page. This helps companies enforce internal policies that restrict agent access to audit trail documents or limit data retention.

Admin Center

User management page facelift

The User management page has undergone some UI/UX improvements.

For full details, see User management page changes - October 2025.

Fixes

Collaboration room

Resolved the following issues:

• The cursor was not displaying in a multi-line, nested textbox.

• When Store draft in external storage was enabled in a Workflow, some expected metadata or Attribute data was missing from the saved draft.

• Dropdown filters in a Form were not working as expected.

• OTP PIN code page was presented instead of the configured Session PIN page.

• Section visibility in Forms was not working as expected when the Workflow is added via API v21.3 Add Workflow template.

Admin Center

Resolved the following issue:

• In the Form designer, you could not make a section collapsible.

Case Manager

Resolved the following issues:

• The case list page was not functioning as expected.

• Applying the case list filter was not showing the first page.

Events

Resolved the following issue:

• Engine and documents data was missing from the IDV completed event.

Release timeline