🆕 What will be added to Nimbus?

• A new "Virtual User - Summary" tab in the Companion widget, shown on the My Sessions page. Once an agent picks up a call, this tab is shown by default and displays the summary of the last Virtual User session.
• The same last Virtual User session summary is shown in the Attendant Console, under Companion > Transcription, during a live call.
• A new "My Sessions" toggle under AI Service Settings > Virtual Users > Summarization, letting Service Administrators control per service whether the Virtual User summary is handed over to human agents.
• The summary remains available after the call for wrap-up (documenting codes, tags, and notes), for as long as the configured storage period allows.
• Changes to the handover settings are tracked in Change History.

💡 Good to know:

• A summary is only ever shown when the customer has consented to Virtual User transcription and Virtual User Summarization is configured on the service.
• Where no summary is available (no consent, no summarization configured, or no storage configured), agents see a clear info message explaining why instead of a summary.
• If the Tenant Administrator disables "Allow to Use Virtual User" under Data Privacy, Virtual User handover settings are removed and no new context is surfaced to agents. No existing data is deleted as a result.
• This first iteration covers handover from Virtual User to human agent only. Handover between human agents (e.g. on transfer or consultation call) is planned for a later stage.

🆕 What will be added to Nimbus?

• New toggles under AI Service Settings > Auto-assign with AI: separate switches for Codes and Tags. Tags can only be auto-assigned if Codes auto-assignment is also enabled.
• A new "Auto-assign after (min)" field, defining how long Companion waits after the call ends before assigning codes and tags (default 5 minutes, configurable between 1 and 59 minutes).
• Codes and tags are only auto-assigned once an 80% confidence threshold is reached, with a maximum of 5 tags suggested per interaction.
• Auto-assigned codes and tags appear on the My Sessions page the same way as manually assigned ones, and flow into reporting identically.
• A new language selector for auto-generated tags, under AI Service Settings > Tags Suggestion > Language. Choose from Danish, German, English, Spanish, French, Italian, Dutch, or Swedish. Default is English.

💡 Good to know:

• Auto-assignment applies only to audio interactions handled by a human agent — not bot-handled sessions, and not other modalities like Chat, Email, or External Task.
• It requires a Companion user license, Companion transcription (with a Speech Recognizer) enabled and consented to, and permission under your tenant's Companion Data Privacy Settings.
• If an agent has already manually assigned a code or tag before Companion completes its assignment, the manual entry is never overwritten.
• If transcription fails, confidence is too low, or Companion is unavailable, the interaction is simply left unclassified — agents can still classify manually, and call wrap-up is never blocked.
• The tag language setting applies only to auto-assigned/suggested tags; codes continue to follow your existing Primary & Secondary taxonomy.
• There is currently no "undo" for auto-assigned codes and tags.

🆕 What will be added to Nimbus?

• Attachments from the customer's incoming email are now shown in the Mail Editor widget while in Reply mode, the same way they're shown in View mode.
• Agents can download individual attachments, or use Download All to get every attachment from the incoming email at once.
• Download All only bundles the customer's incoming attachments — files already attached to the reply are not included (and vice versa).

💡 Good to know:

• Downloaded ZIP files are now named <CustomerOrAgentEmailAddress>_<Subject> instead of the generic "attachment.zip", making them easier to identify (email address is cut at the @, subject truncated to 20 characters).

🆕 What will be added to Nimbus?

• Two new API endpoints to export Services and Users, including their full configuration, for one or more Organization Units.
• Exports can be scoped to a selected OU only, or include its entire subtree of subordinate OUs.
• Results are available in JSON (the same format as the existing per-entity Users and Services API) or CSV (the same spreadsheet the Admin Portal produces, ready to open in Excel).
• This enables scheduled configuration backups, drift detection, audits, and migration preparation, without anyone needing to manually navigate the Admin Portal.

💡 Good to know:

• Access is governed by the same OU permissions an administrator grants to the API application. An application can never retrieve data outside the OUs it was granted, even if it requests a parent or sibling OU.
• No changes are made to how existing API endpoints or the Admin Portal export behave — this is a net-new, additive capability.

🆕 What will be added to Nimbus?

• The new KPI shows the average time agents spend processing a Voicemail.
• Like the Pending Voicemails KPI, it's a live snapshot rather than a period total: the tile is labelled "As of now" and updates live as voicemails are processed, independent of the dashboard's selected time period.Dashboards: New "Voicemail Handle Time" KPI.