New Features and Improvements in Sandbox Environments

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.

New features

Agent-only Workflows

Previously, all Workflows required some level of customer participation. Now, you can create Workflows exclusively for agents, which can be added to a collaboration session but will only appear on the agent side of the collaboration room. This feature supports three primary use cases:

• Agent Forms – Allows agents to fill out digital forms to define Attribute values.

• Custom Integrations – Enables agents to initiate external service calls.

• Functions – Allows agents to perform calculations and generate data.

These agent-only Workflows streamline internal processes without requiring customer interaction.