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.
Document Analyzer
🧩 Document processing your business team can own
Document Analyzer's IDP (intelligent document processing) capabilities just became dramatically easier to put to work. With this release, admins can build a custom document process with no-code interface.
From there, you can:
Choose the AI model behind your process
Add the documents it should expect and mark each as mandatory, optional, or conditional
Build validation rules
Choose which data appears to your team
View, search, and manage every process from one central list
Collaboration Room
⚙️ Set a default invitation channel
Admins can now set whether SMS or email is preselected as the default invitation channel when agents invite customers, at both the system and team settings level. Agents can still switch the channel when starting a session, but this enables admins to choose which channel shows by default.
This setting applies to both Collaboration Room and Case Manager sessions.
🔒 Disable the Resend Invite option
Admins can now control whether agents are able to resend session invitations to customers. When disabled in system settings, the Resend invitation option does not appear in the agent collaboration UI. This helps organizations that manage invitations through other channels avoid duplicate or conflicting invites reaching customers.
Note
In this version, this setting applies only to Collaboration Room sessions and not to Case Manager.
Improvements
🆔 See exactly why an ID failed a DMV verification check
The IDV Completed event now includes a new failure reason, AAMVA check, returned when an identity document's data doesn't match the issuing state's DMV records. This gives developers consuming the webhook a precise, actionable reason instead of a generic failure code.
✅ Document status now reads "Completed" for every role
The document status shown in the session bubble now reads "X of Y completed" for all participant roles, replacing "signed" wording that could be misleading when a participant's role was to view or download rather than sign. This applies across Dynamic Documents, PDF Templates, and External Documents, in both the customer and agent views.
Viewers continue to be shown separately and aren't included in the completed count.
Case Manager
📨 Resend session invitations in Case Manager
Agents can now resend a session invitation to a customer directly from Case Manager, bringing it in line with the same capability already available in Collaboration Room. A brief cooldown prevents repeated resends in quick succession, and the outcome is recorded in the audit log so there's a clear record of when invitations were resent and by whom.
🏁 End customer sessions when a case reaches a final state
Admins can now have a final state in the Case Manager lifecycle end the customer session automatically. With End the customer session turned on for that state, the session ends as soon as the case reaches it. Post-session access then follows your existing End session access setting, which applies to both Collaboration Room and Case Manager sessions.
🔁 Pass your own data via Case Manager webhooks
Developers can now pass their own free-form key-value data into the Case Manager Create Case and Update Case APIs, and that same data is returned in Case Manager webhooks. This makes it easier to match Lightico events back to your own records without an extra lookup.
Improvements
📱 Verify customer contact details at a glance in Case Manager
Both the invitation and OTP channels — email and SMS — are now displayed prominently on the case for agents. This makes it easier for agents to assist customers who cannot find their OTP code.
🏷️ Clearer labeling for the primary participant field
The "Session Owner" field in the Customer Summary and Participant Details windows in Case Manager is now labeled "Participant 1," removing ambiguity about whose details agents should enter. Helper text has been added to guide agents when setting up a session.
Admin Center
Conditional logic upgrades
The condition builder, used in Case Manager to control tasks and in Document Analyzer to define document rules, now includes the following upgrades:
➕ Smarter rules when more than one answer applies
Conditions can now handle questions that have several answers at once, like checkbox groups. New operators let you evaluate the answers as a group, making these rules simple and straightforward to build.
New operators: has exactly, has at least, has at most, has selection, has no selections, includes any of, does not include, includes all of, is empty, is not empty.
For example, a bank's account review case asks which products the customer holds: current account, savings account, ISA, mortgage, or credit card. A Mortgage review task appears only when the answers include a mortgage, and a Cross-sell conversation task appears only when the customer holds two products or fewer. Agents see just the tasks that apply, and each rule is built directly from the customer's answers.
💡 Build rules around date ranges and close matches
Conditions now support date ranges and approximate text matching, so the logic you build is closer to the rules your team actually works by. Two new operators:
Within: checks whether a date falls within a range you set, counted in days, weeks, months, or years before or after another date. Works with a date Attribute or a system value like Current date.
Similar to: compares a text Attribute to a value and passes when the match meets a similarity percentage you choose, from 50% to 95%.
🗂️ System values organized by category
Values that used to sit together under System value are now split by category. User, Team, and Role each have their own, and System value keeps the general ones.