This article lists features, improvements, and bug fixes that are currently 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.
Case Manager improvement
🧩 Smarter filtering
Advanced filters in Case Manager are now more powerful and intuitive. Instead of relying on free-text input, you can use structured search to select multiple case owners and creators—making results more accurate and relevant. Additionally, filters for case type and status now support multi-select via checkboxes, allowing you to view and manage more cases in one go. The Case Status options will dynamically adjust based on your selected case types, streamlining the way you work even further.
Collaboration Room improvement
⏱️ Changes to End session after inactivity setting
The session inactivity timer now starts counting from the moment a Collaboration Room session is created—whether initiated by an agent, API, or campaign—rather than from the first agent action. Additionally, the range of actions that reset the timer has been expanded to include all agent and API activity within the session.
These updates standardize the way session automatically end across different use case and help enterprises better control session lifespan.
Note:
Customer activity does not reset the timer.