⭐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 November
Virtual User Session Reporting in OData
How well is your Virtual User performing? Virtual User sessions are now part of Nimbus historical reporting in OData, with the same familiar session structure you already know from human User Sessions. Supervisors and report builders can compare how many conversations are handled by Virtual Users and by human agents, see how these conversations end, and spot where a Virtual User needs fine-tuning. This helps you measure whether your Virtual User really takes workload off your team, plan staffing, and focus on the customer journeys that matter. Virtual User data is kept strictly separate from human user data, so your existing reports and dashboards stay exactly as they are.
💡OData only: This first step adds Virtual User reporting to OData. Power BI template updates and reporting views in the Nimbus Portal or Admin Portal will follow in later updates.
Learn more…
🆕 What will be added to Nimbus?
- Three new reporting tables: Virtual Users (who the Virtual User is, for example its name, organization unit, bot and Virtual User Profile), Virtual User Sessions (for example the modality, start and end time, connected time and outcome of each conversation), and Virtual User Session Outcomes.
- Dedicated session outcomes: Successful, Failed, Timeout, Fallback and Customer Hangup – so you can see at a glance which conversations the Virtual User resolved on its own and which ones needed a human.
- Virtual Users in Service Sessions: Service Session reporting also shows when a call ended during or right after a Virtual User conversation.
- New Role permission: Tenant Administrators can give users the new Virtual User Supervisor permission on the Users page of the Admin Portal. This way, you decide on purpose who gets to see Virtual User reporting.
💡 Good to know:
- Existing User Supervisors don't see Virtual User data unless they are also given the Virtual User Supervisor permission. Virtual User Sessions are visible to Tenant Administrators, Service and Team Owners, Team Owners (Limited), Service Supervisors and Virtual User Supervisors.
- Only Virtual User sessions that take place after the release are reported. Past sessions aren't added afterwards.
- Virtual User session data follows the existing data retention policy of a maximum of two years.
Virtual Users Keep the Conversation Going
Nobody likes to wait in silence. When a conversation with a Virtual User goes quiet, the Virtual User will take the initiative: after 10 seconds of silence it re-engages the caller, for example by asking whether they are still there, and tries once more after another 10 seconds. If the caller still doesn't answer, the call follows the Idle Timeout path you have already set up for your Virtual User. Your callers are never left hanging, and every call ends in a defined way.
💡 Good to know: While the Virtual User is still waiting for an answer from one of its tools, it doesn't interrupt. Longer lookups should still be announced to the caller beforehand.
Scheduled Outbound Calls for Direct Call Handling Services
Promised a customer a callback? With this coming update, scheduled outbound calls also work with Direct Call Handling. Your CRM, booking tool or customer portal can schedule a call for a user's Direct Call Service through the Nimbus API or the Nimbus Power Automate connector. When the call is due, Nimbus offers it to the user who owns the Service. Once they accept, the customer is called from the user's own direct line. Customers see a familiar number and reach the same person they spoke to before. Callbacks no longer depend on manual lists or reminders, and users can follow up with their own customers over their own direct line.
Learn more…
➕ Builds on existing features: This extends Direct Call Handling and the Scheduling of Outbound Calls (Callback) in the Nimbus API, which were introduced with the previous release.
🆕 Added with this update:
- Schedule from your own tools: Calls for a Direct Call Service can be scheduled through the Nimbus API and the Nimbus Power Automate connector. In Power Automate, the Direct Call Service appears in the list of Services, and your flows are informed when a scheduled call changes its state.
- Offered to the owner, called from the direct line: At the scheduled time, Nimbus first offers the call to the owner of the Direct Call Service and then dials the customer. The customer sees the owner's direct line.
- Same settings as other scheduled calls: Number of attempts, retry interval, ringing time and priority work the same way as for all other scheduled calls.
- Included in reporting: Scheduled calls on a Direct Call Service count towards the owner's user statistics. An offer that isn't answered counts as RONA.
💡 Good to know:
- The Direct Call Service needs a resource account, which provides the user's direct line. Without one, the call can't be scheduled.
- Services based on Nimbus Unify are not supported yet. To change the time of a scheduled call, cancel it and schedule a new one.
- For calls scheduled through the Nimbus API, Nimbus checks the Service's opening hours again when the call becomes due. Calls scheduled through Power Automate are not checked again.
Nimbus Call on Behalf - Straight from Your CRM
One click on a phone number in your CRM, and the call is on its way. Integrations such as your CRM can now start a Call on Behalf for a user right away, through the Nimbus API or the Nimbus Power Automate connector. Nimbus rings the user first. As soon as they accept, Nimbus dials the customer from the Service's number. On a Direct Call Service, this is the user's own direct line. Users no longer need to type numbers or switch between the CRM and Nimbus. Sales teams can call from the customer record over their own direct line, customers see a familiar number, and the call can be matched back to the right CRM record afterwards.
Learn more…
🔎 Same call, new starting point: This works like a Call on Behalf that a user starts in a Nimbus client. The difference is that your own system starts it.
🆕 Added with this update:
- Start a call from the Nimbus API: Your system names the Service, the user and the number to call. Nimbus takes care of the rest.
- Start a call from Power Automate: The new action Start a call on behalf offers the same function in your flows.
- Straight to the user: The call doesn't wait in a queue. It goes directly to the user who should make it.
- Context travels with the call: Information from the CRM record, such as a customer or case number, can be passed along with the call. The user sees it during the call, and your workflows and flows can use it.
- Match the call to your CRM record: Each call carries a reference that your Power Automate flows receive with the call events, so the call can be linked back to the right record.
- Included in reporting: The call is reported just like a Call on Behalf started in a Nimbus client. On a Direct Call Service, it counts as an outbound direct call of the user.
💡 Good to know:
- The user must be a member of the Service. On a Direct Call Service, this is its owner.
- The user must be available for an outbound call. Otherwise, the call isn't started.
Click to Call: Start a Consultation from a HTML Link
Need a colleague's help while you're on a call? Click to Call in Nimbus Assistant will now understand consultation protocol links, e.g. shown as part of your current context. If you're already in a call, clicking such a link starts a consultation with the colleague or Service right away. If you're not in a call – or handle a different modality task – Nimbus Assistant opens a dialer with the number already filled in, so nothing is dialed by accident.
✅ Administrator action required: A new Assistant App Update is needed to support the new consultation protocol. Consultation – lik any other call-links – must be registered on the user's computer. This is done by your IT team. The Nimbus Assistant installer doesn't do this automatically.
☝️ Related Important Update Note: The Nimbus Assistant Installation will now require .NET 10, due to a planned .NET 8 support phase-out by Microsoft. A timely update of Assistant is highly recommended, regardless of new features described above. More information can found on the Assistant Installation Page > Preconditions.
Consumption-Based Licensing: See Your Usage
Keep an eye on what you use. Nimbus now measures how many minutes your organization uses for Companion transcription and for Nimbus Unify calls. Administrators get a clear overview in the Admin Portal: how many minutes of transcription have been used in the current period, how it compares to the allowance agreed for your tenant, and how it compares to the last last period. This makes usage transparent and easy to plan for, well before it matters for your license.
💡 For your information only: In this first step, usage is only measured and shown. Nothing is blocked, limited or charged when you reach or exceed your allowance. All features keep working as before.
Learn more…
🆕 What will be added to Nimbus?
- Consumption Licenses overview: A new overview on the Licensing page of the Admin Portal shows the minutes used per month for Companion transcription and Nimbus Unify.
- Consumption tab in the tenant settings: Shows the allowance and the usage of the current period at a glance, together with the previous period.
- Measured separately: Call time counts towards Nimbus Unify, transcribed time counts towards Companion transcription. Nothing is counted twice.
💡 Good to know:
- Allowances are set by Luware. Tenant Administrators can view them once an allowance has been applied to their tenant.
- Usage is recorded tenant wide, not per service or user. The overview in the Admin Portal Licensing overview, visible to all Admins.
NimbusOne: New Features and Changes
With this update, agents can consult with another Service before handing over a caller, workflows can tell internal consultations apart from real customer calls, and calls flow more smoothly between Nimbus Extend and Nimbus Unify Services. The result: faster internal handovers, less waiting for your colleagues, and a seamless experience for your customers.
Learn more…
🆕 What will be added to Nimbus?
- Consultative transfer to a Service: Agents can now consult with another Nimbus Unify Service before transferring a caller. The caller is put on hold, while the agent goes through the other Service's workflow and talks to the colleague who picks up. Then the agent hands the caller over, brings everyone together in one call, or cancels and returns to the caller.
- Support of “Origin Routing” for Nimbus Unify workflows: Workflows can now tell the difference between a customer call and an internal consultation. Colleagues consulting with your Service don't have to sit through the prompts, menus or hold music meant for customers. Internal consultations connect faster, while your customer-facing flow stays exactly as designed.
- Transfers from Nimbus Extend to Nimbus Unify: Agents using Nimbus Assistant or the Attendant Console can transfer calls from a Nimbus Extend Service to a Nimbus Unify Service with a blind or safe transfer. The caller continues in the Unify Service's workflow, and the agent is free for the next call.
- Status at a glance: A revised user avatar menu brings together your Nimbus status, your Microsoft Teams presence and your Responsibility Profile in one place, so you can switch between them with one click.
💡 Good to know:
- If a Service's workflow doesn't use Origin Routing, a consulting agent hears the workflow from its first step and can then hand over or cancel the consultation.
- While consulting, agents can't enter key presses (DTMF) in the other Service's workflow. We will continuously update our NimbusOne FAQ to inform about known limitations, workarounds and future feature-parity update plans.