⭐Take a look at what’s coming next in 2026 — new features and improvements are on the way!
💡Note that we will roll out these features gradually across all clusters, starting at the expected date scope below. Once features are released, you can find detailed descriptions and specific availability dates for your Nimbus cluster in the Latest Release Notes or – in case of past releases – the Release Note History.
📆Expected in August
Historical Visibility for Deleted Services in OData/Power BI Reporting
Historical session data for deleted services is now accessible to more than just Tenant Administrators. Service Supervisors and other OU-scoped roles consuming reporting data via OData or Power BI now retain visibility of session data for deleted services, for as long as that data falls within the retention period — without needing Tenant Admin access or manual workarounds.
What's changing:
- Historical ServiceSession data for deleted services remains visible via OData/Power BI, provided the user has the appropriate OU permissions.
- Access continues to be evaluated based on the OU the service belonged to at deletion time.
💡Good to know:
- Once a service is deleted, its permissions can no longer be changed — visibility remains tied to whoever is responsible for that OU going forward.
- If the OU of a deleted service is also deleted, visibility of that service's historical data is limited to Tenant Administrators.
Callback Routing via Workflow Activity
Customers no longer have to wait on hold or rely on Power Automate to get a callback. With the new Create Callback workflow activity, organizations can offer callbacks directly from IVR menus, queue overflow paths, or business-hours conditions, keeping queues moving while giving customers a convenient way to be called back instead of waiting live.
Expand to see what's changed…
| Area | Previously | With Callback Workflow Activity |
|---|---|---|
| Offering a callback | Required building and maintaining a separate Power Automate flow alongside the Nimbus workflow | A normal workflow activity, dropped directly into the call flow. No Power Automate flow required. |
| IVR menu option | Not natively available; required custom Power Automate logic to trigger | Add Callback as the destination of a menu option (e.g. "press 1 for a callback") |
| Queue overflow | Customers kept waiting once in queue, with no built-in way to offer an alternative | A queue/wait-time check can route directly to Callback once a threshold is reached |
| Outside business hours | Typically ended in an announcement or voicemail, with no way to schedule a return call | An opening-hours condition can route to Callback as an alternative to voicemail |
| Existing Power Automate callbacks | - | Continue to work unchanged; Callback is an additional, simpler option, not a replacement |
🆕What will be added to Nimbus?
- A new Create Callback workflow activity (available for Enterprise and Contact Center services), configurable with retry limits, retry timing, and an optional alternative target.
- Callbacks are fully integrated across the agent experience: they appear in My Overview, My Sessions, and My Services Overview, showing live state (Queued / Ringing / Dialing Out / Connected) alongside customer identity and reference ID.
- A new Callbacks dashboard widget gives supervisors visibility into target, service, retry count, and creator for every scheduled callback.
- Existing dashboard widgets (Queue, Longest Waiting Task, Connected, Tasks, Statistics) now include callbacks alongside other task types.
- Attendant Console support for callbacks: ringing calls appear under Incoming, dialing out / connected calls under Active, with full transfer and consultation actions available for outbound callback sessions.
- New reporting support: a dedicated Callback task type and a new Callback Scheduled outcome, so successful callback scheduling is clearly reflected and filterable in service history and reporting.
Email: Configure Target Folder for Service
Nimbus users can select a specific folder within a mailbox as the subscription target for Email modality processing. This enables cleaner mail triage: rules can move relevant messages into a dedicated folder, and Nimbus picks up only from there. It also allows multiple services to draw from different folders of the same shared mailbox, giving Nimbus users more flexibility in how they structure and separate their email workflows.
🆕 What will be added to Nimbus?
- A new "Folder" dropdown in Modalities Service Settings to select which folder of the subscribed mailbox should be monitored. The picker only lists folders that actually exist in the mailbox, hides Nimbus-managed system folders (Handled/WF Ended/Failed) and other well-known folders (except Inbox), and flags folders already used by another service.
💡The folder can only be selected once a subscription/permission to the underlying mailbox has been established. - A mailbox is no longer unique per service. Uniqueness is now based on the (Mailbox, Folder) pair, so one mailbox can now be shared across multiple services as long as each watches a different folder. The Admin mailboxes grid and workflow settings show and filter on the multiple services assigned to a mailbox.
- Existing subscriptions default to the "Inbox" folder, ensuring no disruption for current customers.
- Changes to the Folder setting are tracked in Change History.
💡 Good to know:
- Subscriptions are forward-only: switching a mailbox/folder assignment only picks up mail arriving after the change. Mail already sitting in the newly selected folder is not retroactively processed.
Summarization of Virtual User
Getting the gist of a Virtual User conversation no longer means reading the full transcript. With the new Summarization for Virtual User feature, Nimbus automatically generates a summary for each Virtual User session, following the same structure already used elsewhere in Nimbus. Summaries can be retrieved via Power Automate for reporting, CRM updates, or downstream automation, right when they're ready, or once the service session ends.
🆕What will be added to Nimbus?
- Automatic summary generation for every Virtual User session, stored based on the configured retention setting.
- A new Power Automate trigger, "When Virtual User has an update," with two selectable events: one that fires as soon as a single Virtual User's summary is ready (useful when a session involves multiple Virtual Users), and one that fires once the whole service session ends, with all summaries available together.
- A new Power Automate action, "Get Virtual User Data," to retrieve a summary by Service Session ID, optionally narrowed down to one specific Virtual User Session. This is useful when a session involved several Virtual Users and only one summary is needed.
- Access follows the same permissions as the existing Companion Power Automate integration: Tenant Administrators and Service/Team Owners can execute both the trigger and the action.
💡Privacy by design: Summaries are only created for sessions with transcription consent. Without consent, no Virtual User transcription is stored and no summary is generated.