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Version: 3.0 and below

Q2:2026 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​

  • A new Web to Call feature has been introduced, enabling users to initiate calls directly from the web interface for improved customer engagement and faster communication workflows.
  • Large media files no longer block or delay incoming messages in the Interaction Manager, improving overall responsiveness and interaction handling.
  • A Query Builder has been introduced for the Shopify Public App, enabling users to create and manage queries more efficiently for data handling and integrations.
  • Two new reports have been added: FCR Performance Report and Non-FCR Performance Report, providing enhanced visibility into first contact resolution metrics. Both include threshold-based filtering options (24, 48, and 72 hours) for more detailed performance analysis.

💡 Improvements​

  • ChatSDK Notification API Enhancement: Backend-level Notification API support has been introduced alongside the existing Firebase-based notification flow, enabling improved control, flexibility, and future extensibility for ChatSDK notifications while maintaining compatibility with the current notification mechanism.
  • Media Download & In-App Preview in Message Detail Report: Users can now download and preview media files directly within the Message Detail Report, including WhatsApp voice notes and other supported media formats.
  • Associated Tickets Tab in Right Panel: A new “Associated Tickets” tab has been added to the right panel, allowing agents to quickly view all tickets linked with the current interaction for better context and ticket management.
  • Export as XLSX in Workcodes Module (Admin Panel): An "Export as XLSX" option has been added to the Workcodes module in the new Admin panel, allowing users to easily download and analyze data.
  • Security Enhancement for AMQP Authentication: Improvements have been implemented to address cleartext authentication in AMQP services, enhancing system security.
  • Canned Message Preview Enhancement: A preview option has been added for canned messages when "Edit Canned = No," providing users with Cancel and Send options for better control.
  • WhatsApp Campaign Report Download Optimization: The system now handles larger report files, resolving issues caused by the previous 2MB filestore upload limit.
  • Agent Presence Report Filters Enhancement: Previously available Channel and Queue filters have been reintroduced in Agent Presence Reports to improve filtering and reporting capabilities.
  • Plain Text Email Handling in Interaction Panel: The system now properly displays email content when only plain text is available, ensuring no interactions appear empty.
  • Performance Optimization in Ticket Module: Lazy loading with API limits and improved secondary contact number search have been implemented to enhance performance and usability.

🐜 Bug Fixes​

  • Caller Name was showing "N/A" in the Call Center Report for outbound calls despite available contact data. This has been resolved to correctly display caller names.
  • Multiple outbound calls were being triggered due to rapid or repeated clicks in the Agent UI. This has been fixed to prevent duplicate call initiation.
  • Dashboard "Waiting" statistics for Instagram DM were mismatched when private messages were sent during interactions. This has been resolved for accurate reporting.
  • Newly created companies were showing irrelevant or bogus interactions. This has been fixed to ensure only valid interactions are displayed.
  • A mismatch between Waiting and Engaged card stats and the detailed view for Webchat interactions has been resolved for consistency in reporting.
  • IVR multimedia blocks failed to send attachments when using internal domain links on Facebook DM and Instagram DM. This has been fixed to support both internal and external links.