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Version: 3.1 (New Interface)

Q3:2026 Release Highlights

We're continuing our rollout of improvements and new capabilities at Intellicon this quarter. Here's a look at what's been delivered so far — and what's coming next. 👇

🌟 New Features​

  • TikTok — Now a Supported Intellicon Channel TikTok post comments, mentions, and direct messages are now supported in Intellicon and appear directly in the unified agent inbox. These interactions can be assigned, tracked, and managed alongside other supported social channels.
  • WhatsApp Calling Voice calls are now supported over WhatsApp, allowing agents to handle calls directly within Intellicon. Customers can initiate a call from their existing WhatsApp conversation without needing to dial a separate number or switch applications.
  • Shopify Integration Revamp The Shopify integration has been consolidated into a single application embedded directly within the agent inbox. Agents can now handle Shopify-related queries within the conversation without switching between separate applications.
  • Dashboard Revamp (Beta) Including the Contact Center Stats panel, Dynamic Dashboard cards, and related widgets — has been redesigned with a new UI, now released in Beta. The dashboard has been redesigned with a refreshed interface, improved layouts, new and enhanced widgets to provide a more modern and streamlined user experience.
  • Automated Ticket Feedback Collection Implemented an automated ticket feedback collection mechanism, allowing customer feedback to be collected automatically after ticket closure for improved service quality measurement.
  • New Ticket Reporting Introduced a completely revamped Ticket Reporting module with enhanced reporting capabilities, improved performance, and additional filters to provide better visibility into ticket operations and performance metrics.
  • End of Support for Legacy UI Support for the legacy (Old) UI has been discontinued. The system now fully operates on the latest user interface to provide a more consistent, secure, and enhanced user experience.

💡 Improvements​

  • All-Language Support for Meta-Approved Template Synchronization: Template synchronization with the WABSP portal now supports Meta-approved templates across all supported languages.
  • Voice Notes in Web Chat: Agents can now receive and handle voice notes from Web Chat directly within the Intellicon inbox, bringing Web Chat closer to the experience available across other messaging channels.
  • Unicode Support for Email Signatures: Email signatures now correctly save and preserve Unicode characters, ensuring multilingual and special characters are displayed correctly.
  • Instagram Carousel Posts: Instagram carousel posts now render correctly in the agent portal, allowing agents to view all slides within a carousel interaction.
  • Lead Stage Management Across Multiple Pipelines: Previously, in the Leads module, identical stage names across multiple pipelines caused ambiguity during filtering and lead analysis. Stage names now display the associated pipeline in brackets (e.g., In Progress (Sales Pipeline)), consistent with the Tickets module.
  • Hyperlink Support in Dialer Spool Data: Added hyperlink support within Dialer Spool data, allowing users to quickly access linked records directly from the report.
  • SIP Provider Call Status Reporting: Enhanced reporting by introducing SIP Provider Call Status information, providing greater visibility into call outcomes and troubleshooting.
  • Advanced Report Filters: Added Channel-wise, Queue-wise, and Agent-wise filters across reporting modules to enable more granular analysis and reporting.

🐜 Bug Fixes​

  • *Resolved an issue where a single outbound email could trigger multiple deliveries to the same client.
  • Fixed an issue where ticket life continued accruing after a ticket moved from a closed-type stage into the final "Closed" stage. Ticket life now stops at the correct point.
  • Resolved an issue where CTI data was recorded as null for inbound call interactions.
  • Fixed an issue where advertisement media in WhatsApp ad-reply messages could remain permanently in a "Downloading" state.
  • Resolved an issue where My Inbox and Team Inbox interaction counts were mismatched, causing inaccurate interaction statistics.
  • Fixed an issue where incorrect/duplicate workcodes were automatically applied and could not be removed.
  • Resolved an issue preventing agents from sending Instagram Voice Notes.
  • Fixed an issue where Dialer Campaign Retry Attempts could not be set to 0, as the value was automatically reverted after saving.
  • Resolved an issue where the Pipeline Stage filter displayed stages from all pipelines after switching modules in the Leads module.
  • Fixed an issue where CC and BCC recipients configured in Email Templates were not applied when the template was selected from the Agent Inbox.