Release September 14, 2025

We’ve rolled out updates across three platform modules: Case Manager, Collaboration Room, and Document Analyzer. Case Manager now offers smarter filtering, real-time data evaluation, and clearer note visibility. Collaboration Room adds OTP verification as a Workflow step and improves session timeout behavior. Document Analyzer preserves agent feedback during bulk actions and improves rule clarity when data is missing.

Case Manager features & improvements

This release introduces a range of enhancements that make Case Manager more intuitive, responsive, and transparent. From smarter filtering and real-time data evaluation to new status visibility, these updates help teams manage cases more efficiently and respond faster to case handling to meet organizational needs.

For more information about Case Manager, see Case Manager

📝 Indication for unlocked notes on Case List

A new column in the case list now shows whether a case has unlocked notes. This makes it easier for agents and supervisors to identify active discussions and prioritize follow-ups—without opening each case.

🔄 Real-time Evaluation of Case Data

Agents now receive immediate feedback as they enter or update case data—no need to save first. Transitions update dynamically based on current input, helping agents move forward confidently.

🧩 Smarter Filtering

The following upgrades were made to advanced filters to help you refine your searches more precisely and make it easier to find and filter by the right people.

• The Type, Case Status, and Owner fields are now multi-select dropdowns, replacing the previous single-select and free-text inputs.

• As you select case types, the Case Status dropdown updates dynamically to show only the statuses relevant to those types.

• The Owner field now displays emails beside each case owner to more easily identify users.

Collaboration Room new feature and improvement

🔎 OTP verification as a Workflow step

You can now add OTP (One-Time Password) verification steps into a Workflow. This enhancement allows for document-level security, ensuring that verification occurs just before signing. Previously, OTP could only be applied at the session level.

This update provides more flexibility and control over how and when identity verification is triggered within a session.

For more information, see Customer verification as a Workflow step.

⏱️ Changes to “End session after inactivity” setting

The “End session after inactivity” setting automatically closes a Collaboration Room session after a period of inactivity—helping prevent sessions from staying open indefinitely. With this update, the session end timer now starts counting from the moment the session is created (via agent, API, or campaign), rather than from the first agent action.

Additionally, the timer now resets based on any agent or API activity within the session. Customer activity does not affect the timer.

These changes standardize how sessions end across different use cases and give enterprises better control over session lifespan.

For more information, see Configure end session behavior.

Document Analyzer improvements

👍 “Confirm all items” does not override thumbs-down feedback

Bulk confirmation allows agents to quickly approve multiple items—such as classifications or extractions—in one action, saving time when most results are accurate. With this update, the system now preserves any previously submitted thumbs-down feedback and any corrections made to those items. This ensures that valuable feedback and corrections are retained, preventing accidental approval of inaccurate data and maintaining the integrity of agent review.

🧠 Smarter rule handling for missing data

Document Analyzer now shows “Not applicable” when a rule cannot be evaluated due to missing data—like when age isn’t extracted for an age-based rule. This avoids incorrect Fail results and improves clarity for admins reviewing rule logic.

Fixes

Collaboration room

Resolved the following issues:

• There was a discrepancy between the completed document file names of files downloaded in the Agent UI and those downloaded as a customer/admin user.

• IBAN validation was not working.

• Short URL was not applied when embedded sessions was enabled.

• Expiration date and Issue date were not populating from IDV with data extraction.

Admin Center

Resolved the following issues:

• A signature could be added despite "download only" setting for PDF.

• A user was unable to save a Dynamic Document (HTML) that contained only images.

• Text highlighting behavior in Dynamic Documents (HTML) was not as expected.

• User was unable to add or save headers in integration hub events.

Case Manager

Resolved the following issues:

• Issue with objects displaying in a Form.

• Cases were not displaying in the cases list home page.

• Date value did not display in the correct format in a rich text field.

API

Resolved the following issue:

• An incorrect error code was returned for v21.1 Create session endpoint If invalid team_id was used.

Release timeline