This article lists features, improvements, and bug fixes that are available in sandbox environments only.
Once the features are released to production environments, they are deleted from this article and will appear only in the standard release notes.
Collaboration Room
📷 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 session events.
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.
🔎 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.
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.
⚡ 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.