Release September 14, 2026

This release focuses on refinements, including accessibility improvements, smoother verification flows, and small usability tweaks for Salesforce integration and Case Manager.

New features

This release includes the following new features:

Collaboration Room

🙂 UX improvements

        📷 Guided retake for failed IDV images

When an ID or selfie fails verification due to image quality issues or classification problems customers now see exactly which images need to be retaken. They are shown a reason for the failure (blurry, too dark, low resolution, faded, or improperly framed) and how to fix it. So, instead of having to restart the entire verification flow customers retake only the flagged images and continue from where they left off.

        ✅ Clearer selection indicators for Document Request and ID Verification

Selectable cards in Document Request and ID Verification steps now show an arrow, making it clear that the item can be selected. Click behavior is unchanged — this update simply improves visual clarity.

🔠 Accessibility features

This release adds two updates that make key parts of the customer experience easier to navigate with assistive technology.

        ⬇️ Download the current draft inside a Workflow

Since Lightico's document preview cannot be read by screen readers, we've now added a Download draft option so customers can download a PDF Template or External Document mid-Workflow. For this release, it needs to be turned on via the Download incomplete documents setting — the same setting that enables downloading a draft from the main chat view (see Document handling).

        📅 Readable date picker

The date picker now supports full keyboard navigation and screen reader use, letting customers select dates without relying on a mouse or visual cues.

🧩 Salesforce integration

        🔀 Lightico actions now available in Salesforce Flows

Salesforce has retired Process Builder in favor of Flows, so Lightico's session-creation and add Workflow actions are now available as Flow-compatible actions.

        🔗 Support for related object fields in Salesforce session creation

Salesforce users can now map fields from related records, not just the main object, when starting a Lightico session. Related data flows into the session, is tracked throughout the interaction, made available in webhooks, and written back to the correct Salesforce records once the session is complete.

        🏢 Start Salesforce sessions for business accounts without a Contact

Salesforce users can now start a Lightico session for a business account even when no Contact record is linked to it. When a Contact isn't available, the session uses the email address or phone number stored on the Business Account itself, so organizations managing communication at the account level can continue using Lightico without needing a related Contact.

Case Manager

🗑️ Delete an unwanted Workflow from a case task

Agents can now remove an instance of a Workflow from a case task, matching the same capability already available in Collaboration Room. If a Workflow needs to be redone — for example, a customer doesn't have the documents originally requested — the agent can send a corrected one and delete the unwanted Workflow, instead of leaving a mismatched or mistaken one visible to the customer.

For more information, see Complete a case.

Fixes

Collaboration Room

Resolved the following issues:

• In some cases, a self-service link opened the customer's previous, incomplete session instead of the configured Workflow.

• The "Welcome to your Session" page shown to customers when no documents were added to a session was not translated into Portuguese.

• In some cases, a cosigner received an OTP prompt when accessing a session even though customer authentication and multi-device access settings were turned off.

• Changing a Dynamic Document participant's role away from signer did not update the displayed role in the Workflow, agent, or customer view, even though the newly selected role worked correctly.

• Campaign sessions were logged in history under the running user's team instead of the team selected for the campaign.

• An optional agent signature that was removed before sending a Workflow still appeared in the generated PDF when the reuse signature setting was enabled.

Case Manager

Resolved the following issues:

• In Case Manager, OTP contact details were not retained when re-engaging a session after changing the contact method, or for the primary contact when re-engaging.

• The Case Owner ID system value did not update to reflect a user's changed employee ID.

• Switching a session's team assignment away from and back to a team configured for OTP authentication caused the OTP delivery method to default to email, discarding a previously entered phone number.

Admin Center

Resolved the following issues:

• Saving an email connector with an empty key/value row caused the page to hang, requiring a refresh and re-entry of any unsaved data.

• Sorting RB, CB, or DD options in a Form showed an "Attribute has been edited" message when the Attribute's dataset ID used letters instead of numbers.

• Participant 1 was removed and could not be re-added when using the import-as-new option in the HTML Designer for a Dynamic Document.

• A Workflow's expiration could not be configured for more than 23 days, and saving or publishing a longer expiration returned an error.

Document Analyzer

Resolved the following issues:

• Dealer and customer signatures on an Odometer Statement sometimes swapped positions during document analysis.

• Extraction highlights in Document Analyzer sometimes appeared in the top-left corner of the screen instead of at the correct location on the document.

Release timeline