CX Release Notes

Improves CX Bulk Customer Upload to auto-detect existing customers using channel identifiers, prevent duplicates, and intelligently merge or update records based on admin‑selected options.

Each CX service now uses its own database credentials managed in Vault, improving tenant and service isolation. This reduces configuration drift and connectivity issues during deployments and upgrades, with no changes to agent or supervisor workflows.

Strengthens the security posture of CX 5.x by addressing high and critical vulnerabilities previously identified in core services and supporting components. Any open vulnerabilities will be addressed in the upcoming patch release.

• For detailed findings, see the updated Vulnerability Report for CX Components 5.1.x

The searchConversation GraphQL API now returns channel information for each conversation, so clients can immediately identify whether a conversation came from web, email, WhatsApp, or another channel.

The API also supports a generic searchTerm parameter that lets clients run free-text searches, including by customer firstName, without specifying a particular field. These enhancements improve how UIs and integrations search and display conversation history.

Fluent Bit is now part of the standard CX platform Helm chart. The platform enables centralised logging for all Kubernetes workloads by default, reducing manual setup. For configuration details and advanced usage, see .

CX requires all EFCX users to change temporary passwords upon first login to AgentDesk and Unified Admin. Users may update their passwords at any time from their profile. After a password change, CX logs the user out and demands re-authentication with the new password to secure the account.

The UI now shows password policy requirements when users change their passwords. Users can view policy details via an info icon and see which rules their new password should meet, using clear visual indicators. This helps users create compliant passwords on the first attempt and reduces failed password update attempts.

Unified Admin now records audit logs for key configuration changes, including teams, pull mode lists, reasons, agent desk settings, and locale settings. The system formats logs using our standard logging guide, following OpenTelemetry (OTLP). Fluent Bit acts as the log collector, applying filtering and forwarding rules before sending the logs to OpenSearch, where they are indexed and made searchable in OpenSearch Dashboards for analysis and monitoring.

CX can now support more than 10 tenants without impacting existing tenants. The platform removes the previous limitation that made the first tenant unavailable after adding the 11th tenant, so multi‑tenant deployments scale more reliably.

Tenant admins can now upload, update, and remove tenant-specific logos from the tenant configuration so CX applications (Unified Admin and Unified Agent) display the organisation’s logo instead of the default ExpertFlow branding. The applications load the logo dynamically from the File Engine on login screens and in-app headers, and fall back to the default logo if no tenant logo is available. For consistent display across all placements, use a logo with a 4:1 aspect ratio.

CX now supports configuring a dedicated media server per tenant through the CX Tenant service. Instead of hard‑coding the media server URL in the deployment config, the media server settings are stored in tenant metadata and retrieved dynamically by Agent Desk

While defining timer options for pausing a conversation, admins can select all or select a few options from the list. So instead of selecting options one by one, they can select all to show all timer options to agents.

Creates CX conversations as soon as agents press Dial and the call starts ringing at the customer. The system consistently captures every outbound attempt, successful or failed, and logs standardised failure reasons and detailed timing metrics (start time, end time, duration, etc.) to fully reflect manual outbound activity in historical, summary, and conversation-level reports.

Adds predictive dialling for outbound campaigns using Call Progress Analysis (CPA) to distinguish live answers vs. voicemail/busy, so agents spend more time connected to real customers. The dialer supports configurable reservation, retry behaviour, and introduces required deployment updates for routing, campaign services, voice components, and Prometheus-based monitoring.

Adds a post‑call, multi‑reply SMS survey for outbound and voice calls. Customers opt in or out, then answer NPS and CSAT questions over multiple messages. CX manages all text via configurable forms and stores each response as a form activity, including partial and timed‑out surveys.

Calls now remain connected even if customers remove microphone or camera access in their browser. The widget instantly stops audio/video, shows the mic or camera as off, and guides customers to re‑enable permissions if they want to turn them back on.

Campaign reporting gold tables are now managed in the Data Build Tool (DBT), but table names and schemas stay the same, to keep existing reports and integrations working.

• For environments using the Data Platform, follow the upgrade guide for the required steps.

• For environments with existing campaign history, follow the Data Platform upgrade steps in the upgrade guide to run the schema migrations.

Is now available within the Metabase dashboard. It displays data from submitted forms alongside the details of the conversation and the agents involved.

Visual Design & Theming

The Agent Desk dark theme palette has been updated from bluish-dark to greyish-dark, with secondary UI elements converted to higher-contrast colours for improved readability. Green styling is now standardised across Ready/Identified indicators, SLA active timer, socket connection status, and success/toast notifications (conference, hold/resume, wrap-up). Font sizes are also standardised (16px primary, 14px secondary), and menus, reply/edit actions, pause indicators, bot-suggestion sizing, team announcements, and login/branding visuals are all refreshed for a consistent look and feel.

Conversation View & Messaging UX

The Conversation View has a refreshed UI with improved spacing, iconography, colours, and message bubble styling. The Customer Info panel is now resizable, defaulting to the first user-info field with an expand option, and quoted messages show an updated visual style. The message composer has been streamlined, bot suggestion placeholder text and panel are removed, compose bar placeholders are now tab-aware ("Type a message to the customer" vs. "Type a Whisper message here"), and bot suggestions are shown above the composer with a simplified, consistent style (no colour differentiation). Conversation navigation actions (Load More / Jump to Bottom) are also updated for faster messaging.

Agent Profile & Identity

The profile/options menu now separates Agent State changes from preferences (Language, Theme), making state switching quicker and reducing accidental changes. The logged-in agent's first and last name is displayed in the profile menu (with a fallback to username when unavailable), and agent initials derived from first and last name now appear in place of usernames across the interface. The "Forgot Password" link has been removed from the Agent Desk login page, directing agents to reset passwords exclusively through the organisation's identity provider for a consistent and secure authentication experience.

Notifications & In-App Feedback

Incoming request notifications now display consistent copy identifying the request type, requesting agent, and customer context. Agents receive a success confirmation when leaving a conversation, even when wrap-up is disabled. The "Web session ended because the customer has left" toaster is suppressed while the agent is on the Wrap-up dialogue to reduce distraction. The session-end confirmation message has also been fixed — icon alignment is corrected, and the redundant toaster notification is removed, leaving only the final confirmation message.

Supervisor Controls

Supervisors now receive a Hand Raise toaster notification when an agent raises a hand during an active conversation, enabling them to promptly join and assist. The Queue Stats Summary panel right-aligns the Name and Channel Category columns for right-to-left (RTL) language users, improving readability and visual consistency for supervisors working in RTL locales.

Adds the searchActivities GraphQL query to search activity history with nested AND/OR filters for id, customer identifier, timestamp, activity type/name, and actors/sender, with pagination and sorting (defaults to the 10 most recent activities by timestamp DESC).

Supports screen recording URLs through the Push Voice Activities API using a new MEDIA_RECORDING event. The API accepts both voice and screen recording media types in a single request, so the system can store and process complete call and screen recordings in your downstream systems.