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 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.
📝 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.
⏱️ 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.
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.