{
    "version": "https://jsonfeed.org/version/1",
    "title": "NeonNow Product Changes",
    "home_page_url": "https://changes.neonnow.ai",
    "icon": "https://img.announcekit.app/8a653a47b1627316ea828f148a5c9c0b?w=150&h=50&fit=max&s=fe3849dcf6bb5c7229273cfbc5aac13b",
    "items": [
        {
            "id": "441293",
            "content_html": "<div>NeonNow Release <strong>3.34</strong> is a major update that expands all three products. Outreach gains full email campaign support through SendGrid, NeonNow Admin introduces multi-organisation accounts alongside self-service account management, and CX adds native preview dialling for outbound campaigns. This release also brings IQ performance and streaming improvements, refreshed help documentation, and a range of stability fixes.</div><div><br /></div><p><br /></p><h1>Release Schedule</h1><p>Pre-release changes and go-live during the week of 8th June. All dates are in AEDT.</p><p>London: 10th June </p><p>Australia: 15th June</p><p>Oregon: 15th June</p><p>North Virginia: 15th June<br /><br /></p><p><em>Other Regions (including custom environments): please reach out to your account manager.</em></p><h1><br /></h1><h2><img src=\"https://img.announcekit.app/aaf4b3afc27dcf42e71c1e5ab76ca975?s=aae2199f95305f975ccd4753ae5159f4\" class=\"image-align-left\" style=\"width:15.71%;\" /></h2><h2>1.1 [New] Preview Dialling</h2><div>CX now supports Amazon Connect's native <a href=\"https://aws.amazon.com/products/connect/customer/outbound/\" rel=\"noopener noreferrer\" target=\"_blank\"><u>preview dialling</u></a> for outbound campaigns, available without any additional setup.</div><p><br /></p><h2>1.2 Other Changes</h2><ul><li><div><strong>Global Resilience (ACGR): </strong>When working in a switched region, you can now access desktop shortcuts such as user management and reports.</div></li></ul><div><br /></div><h2>1.3 Fixes</h2><ul><li><div><strong>IQ Display</strong>: Resolved various visual issues across IQ.</div></li><li><div><strong>Sign-Out (SSO/ACGR)</strong>: Resolved an issue where SSO and ACGR instances could attempt to sign you back in after you had signed out.</div></li><li><div><strong>Email Sending</strong> : Resolved an issue where sending an email without a subject could leave CX stuck on the sending screen.</div></li><li><div><strong>Quick Connect</strong><strong>s</strong> : Resolved an issue where quick connects were not always removed when deleting users with the \"delete quick connects\" option selected.</div></li><li><div><strong>Agent Status/Missed Calls</strong>: Resolved an issue when missed interactions were disabled and agent next statuses could be skipped.</div></li></ul><div><br /></div><p><br /></p><p><img src=\"https://img.announcekit.app/6ead9ea5fc6d4ee41c024a05234e7052?s=65787e0bf976b969e681754b03d23f19\" class=\"image-align-left\" style=\"width:29.6%;\" /></p><h2>1.1 [New] Email Campaigns</h2><div>Outreach now supports full email campaigns through SendGrid, including both a visual editor and a code-based template editor. <em>More detail will be available in the help docs once the latest version is published.</em></div><p><br /></p><h2>1.2 Fixes</h2><ul><li><div><strong>Table Menus</strong> : Resolved an issue where menus and popups opened from tables, such as the campaigns table, would close when Outreach refreshed its data.</div></li></ul><h2><br /></h2><p><img src=\"https://img.announcekit.app/ed01fb37bb169ee930562d8de604b9e5?s=e1d2b5712d1ba37dc5b8c4ad52ba892c\" class=\"image-align-left\" style=\"width:32.71%;\" /></p><h1>Admin</h1><h2>1.1 [New] Support for Multiple Organisations</h2><div>A single account can now belong to more than one organisation. You can switch between the organisations you are a member of without signing out, and each organisation now appears in the URL so you can bookmark and return to a specific one.</div><p><br /></p><h2>1.2 [New] Account Management</h2><div>You can now manage your own account from a dedicated account area, including changing your name and password, viewing and managing your organisation memberships, and deleting your account.</div><p><br /></p><h2>1.3 IQ</h2><ul><li><div><strong>Multiple Models</strong>: IQ now uses multiple models across its features to improve performance.</div></li><li><div><strong>Streaming Responses</strong>: IQ messages now stream in real time, similar to other AI apps.</div></li><li><div><strong>Health Check</strong>: The IQ health check section now shows all required models.</div></li></ul><p><br /></p><h2>1.4 Other Changes</h2><ul><li><div><strong>Idle Sign-Out</strong>: The sign-out experience is now based on app activity and has been improved. After two hours of inactivity, the app counts down and prompts you to sign out.</div></li><li><div><strong>CX Defaults</strong> : After-call work (ACW) and missed interactions are now enabled by default on new CX contact centres.</div></li></ul><div><br /></div><h2>1.5 Fixes</h2><ul><li><div><strong>Provisioning Mappings</strong>: Resolved an issue where a failure to save external provisioning mappings did not show any feedback or error message.</div></li><li><div><strong>Contact Centre Creation</strong>: Resolved an issue where the contact centre link field could wrap onto multiple lines during CX contact centre creation.</div></li></ul><p><br /></p><h1>NeonNow Help Docs</h1><ul><li><strong>Restructured Docs</strong>: Help documentation has been refreshed and split into separate sets for NeonNow, CX, and Outreach. <em>All existing links should continue to work.</em></li><li><strong>Onboarding</strong>: Sign-up and onboarding guidance has moved into the NeonNow documentation.</li></ul><p><em>Noticed any broken links or problems with the help docs? Please let us know!</em></p>",
            "url": "https://changes.neonnow.ai/release-3.34-3LAvcI",
            "title": "Release 3.34",
            "summary": "NeonNow Release 3.34 is a major update that expands all three products. Outreach gains full email campaign support through SendGrid, NeonNow...",
            "date_modified": "2026-06-08T23:43:10.725Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "437071",
            "content_html": "<p><strong>NEONNOW Release 3.32</strong> is a minor update providing targeted enhancements to platform resilience and chat functionality. This release introduces support for Global Resilience (ACGR) in <strong>CX</strong> to assist with instance failover, alongside specific stability fixes for <strong>Outreach</strong> campaigns and <strong>Admin</strong> configurations.</p><p><br /></p><h1>Release Schedule</h1><p>London: 31st March </p><p>Australia: 1st April</p><p>Oregon: 1st April</p><p>North Virginia: 1st April<br /><br /></p><p><em>Other Regions (including custom environments): please reach out to your account manager.</em></p><h1><br /></h1><h2><br /></h2><h2><img src=\"https://img.announcekit.app/fe55446f503156b07eb5bb5d0d181cb5?s=8c6fab397247917fe5d89800f48cb59d\" class=\"image-align-left\" style=\"width:6.92%;\" /></h2><p><br /></p><h2>1.1 Global Resilience</h2><p>CX now supports Active/Cloud Gatekeeper Redundancy (ACGR), helping guide agents between primary and secondary instances.</p><h2><br /></h2><h2>1.2 Chat</h2><ul><li><strong>[New] Idle Timers</strong>: Added support for idle timers for both customers and agents to better manage session activity.</li><li><strong>[New] Lex Quick Replies</strong>: Support for Amazon Lex quick replies is now available to enhance automated chat interactions.</li></ul><p><br /></p><h2>1.3 Fixes</h2><ul><li><strong>Failed Chat Transfers</strong>: Failed events now correctly display in the chat and the transfer modal closes as expected.</li></ul><p><br /></p><h2><br /></h2><p><img src=\"https://img.announcekit.app/2db039c94de6562d52afbcb7d6bd630f?s=08be52e20d073d5aab3097abffa92644\" class=\"image-align-left\" style=\"width:23.11%;\" /></p><p><br /></p><h2>1.3 Fixes</h2><ul><li><strong>Campaign Controls</strong>: Resolved an issue where campaigns failed to stop and did not display an error message.</li><li><strong>Campaigner Sign-In</strong>: Fixed an issue where users with the Campaigner role were unable to sign in to the application.</li><li><strong>Campaign Execution</strong>: Resolved an issue where campaigns would occasionally fail to run</li></ul><h2><br /></h2><p><br /></p><h1><img src=\"https://img.announcekit.app/afe42f467ce53ff709ba716909b68333?s=88c6777fa9c1424453ed20a2fb651bfc\" class=\"image-align-left\" style=\"width:19.57%;\" /></h1><p><br /></p><h2>1.1 Fixes</h2><ul><li><strong>IQ Service Role</strong>: Fixed an issue where IQ service role creation could fail.</li></ul><p><br /></p>",
            "url": "https://changes.neonnow.ai/release-3.32-1ssgRG",
            "title": "Release 3.32",
            "summary": "NEONNOW Release 3.32 is a minor update providing targeted enhancements to platform resilience and chat functionality. This release introduce...",
            "date_modified": "2026-03-31T01:42:52.553Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "434995",
            "content_html": "<p><br /></p><p><span>We’re excited to announce <strong>NEONNOW Release 3.31</strong>, a milestone update headlined by a major brand evolution and the launch of <strong>Outreach</strong>, our high-impact campaign platform for bulk SMS</span><span>. </span><span>This release also brings a significant expansion of our <strong>IQ</strong> suite, introducing powerful tools for real-time text correction, automated content extraction, and advanced refinement based on your specific rules</span><span>. </span><span>For Administrators, we’ve introduced a more intuitive sidebar layout and refined user roles, including the new <strong>Org Admin</strong> and <strong>Campaigner, </strong>to better support multi-product management and future scalability.</span></p><p><br /></p><h1>Release Schedule</h1><p>Pre-release changes and go-live during the week of 2nd March. All dates are in AEDT.</p><p>London: 2nd March </p><p>Australia: 4th March</p><p>Oregon: 3rd March</p><p>North Virginia: 3rd March<br /><br /></p><p><em>Other Regions (including custom environments): please reach out to your account manager.</em></p><p><br /></p><h1>Branding Changes</h1><p>We are delighted to announce some key branding changes to <strong>NEONNOW.</strong></p><ul><li><strong>Platform Identity</strong>: Our entire communication platform is now <strong>NeonNow</strong>, encompassing all of our products and the admin application.</li><li><strong>CX Product</strong>: Our contact centre product, NeonNow, is officially changing to <strong>CX</strong>.</li><li><strong>Outreach Launch</strong>: We’re launching a brand-new product for bulk SMS and email called <strong>Outreach</strong> (see more below).</li><li><strong>Website</strong>: Website changes will be coming in the upcoming weeks.</li></ul><p><br /></p><h2><span style=\"letter-spacing:0px;background-color:transparent;font-size:18.4px;font-weight:500;\">Changes Coming in </span><b><u>Upcoming Releases</u></b></h2><div><p>Get an early preview of what is coming up in the next few releases that will affect you and your Organisation. Please note, the below is subject to change.</p><ul><li><b>New Domain:</b> All products and applications (including <b>CX) </b>will move to our new <b>neonnow.ai</b> domain, replacing <i><em>cw-neon.com</em></i>.</li><li><b>Unified Admin:</b> Our Admin application will transition to the \"NeonNow\" app. All admin settings will move to a dedicated administration section within this unified app.</li><li><b>CX remains Standalone:</b> To ensure a focused experience, <b>CX</b> will continue to operate as its own separate application and URL within the new domain.</li><li><b>Transition Period:</b> We will have a period of time where both old and new URLs will continue to work to ensure a smooth transition.</li><li><b>Branding:</b> New product fonts and logos are on the way.</li></ul></div><h4><br /></h4><h2><br /></h2><h2><img src=\"https://img.announcekit.app/fe55446f503156b07eb5bb5d0d181cb5?s=8c6fab397247917fe5d89800f48cb59d\" class=\"image-align-left\" style=\"width:6.92%;\" /><img src=\"https://img.announcekit.app/bb9800041fe527f56fb80e900ff3ca12?s=661bc455bf8811e7d2986b5dd64ac450\" class=\"image-align-left\" style=\"width:42.9%;\" /></h2><h2>1.1 IQ</h2><p>We have a suite of brand-new IQ features and changes in this release:</p><ul><li><strong>[New] Correct</strong>: Automatically scan and fix spelling, grammar, and punctuation in real-time. This ensures all outgoing communications maintain a high standard of quality without manual proofreading.</li><li><strong>[New] Extract</strong>: Save time on long threads. This tool condenses lengthy emails and complex task descriptions into immediate, actionable summaries so you can focus on what needs to be done.</li><li><strong>[New] Refine</strong>: Instantly improve text quality based on your specific rules. Whether you need to make a message clearer or ensure it stays strictly on-brand, Refine handles the heavy lifting.</li><li><strong>[Change] Evaluate</strong>: This feature is becoming a setting of our new Refine feature, allowing agents to choose whether they get full evaluations or just rewrites.</li></ul><h4><br /></h4><h2>1.2 General</h2><ul><li><strong>Task References</strong>: Agent task references now support plain text in addition to URLs.</li></ul><h4><br /></h4><h2>1.3 Fixes</h2><ul><li><strong>Typing Indicator</strong>: Chat customer typing indicator now displays as expected.</li><li><strong>Data Links</strong>: Attached data links and email addresses now work as expected (displaying with mailto links).</li></ul><p><br /></p><h2><br /></h2><p><img src=\"https://img.announcekit.app/2db039c94de6562d52afbcb7d6bd630f?s=08be52e20d073d5aab3097abffa92644\" class=\"image-align-left\" style=\"width:23.11%;\" /></p><p>Introducing <strong>Outreach</strong>, our new high-impact email and SMS campaign platform designed to help your outbound messages truly get noticed.<img src=\"https://img.announcekit.app/a26334f7bd355796d7863221e853aaed?s=ca7e92df9f66308d5b8bb1570227c1e3\" class=\"image-align-left\" style=\"width:42.36%;\" /><br /></p><ul><li><strong>Campaign Builder</strong>: Built for scale, Outreach simplifies complex communication through a Dynamic Campaign Builder that supports CSV contact uploads and template mapping.</li><li><strong>Hyper-Personalisation</strong>: Drive deeper customer engagement using customisable variables to deliver unique, relevant data to every recipient.</li><li><strong>Automated Compliance</strong>: The platform ensures compliance by seamlessly integrating with Twilio and SendGrid to track real-time delivery status and manage opt-out requests automatically.</li><li><strong>SMS First</strong>: In this release, we're launching our first communication channel, SMS. Email will be available in a future release.</li></ul><p><strong>Accessing Outreach</strong>: To request access, visit the Outreach page in the Admin sidebar and select \"Request Access,\" or reach out to your account manager to find out more.</p><h2><br /></h2><h1>Admin</h1><h2>1.1 Sidebar and layout changes</h2><ul><li><strong>CX Branding</strong>: We've changed \"Contact Centres\" to our <strong>CX</strong> product. Clicking CX will take you to the existing contact centres page.</li><li><strong>Outreach Integration</strong>: We've added the new Outreach product to the sidebar.</li><li><strong>Navigation</strong>: We've moved other settings to the bottom of the sidebar for a cleaner layout.</li></ul><p><br /></p><h2>1.2 Roles</h2><ul><li><strong>Org Admin [New]</strong>: This is a new role that is functionally the same as the current Admin role. Org Admins can manage organisation settings and access everything in Admin. Only Org Admins can configure Outreach.</li><li><strong>Admin [Changed]</strong>: The existing Admin role now has fewer permissions. They can continue to manage users and use products, but can no longer manage organisation-wide settings.</li><li><strong>Campaigner [New]</strong>: A new role specifically for Outreach. This role can manage and run campaigns but cannot see the CX product or configure Outreach settings.</li></ul><blockquote><p><strong>Note</strong>: All current users with Admin roles will be automatically changed to the new <strong>Org Admin</strong> role. No functionality or access will change.</p></blockquote><h4><br /></h4><h2>1.3 Organisation Memberships</h2><p>We are laying the groundwork for supporting multiple Organisation memberships, allowing you to access multiple organisations with a single NeonNow account.</p><ul><li><strong>URL Structure</strong>: Admin URLs now start with <code>/o/id</code>.</li><li><strong>Redirects</strong>: We have introduced a temporary redirect, meaning old URLs will still take you to the admin home page for now. In the next release, old URLs will display a \"not found\" page.</li></ul><h4><br /></h4><h2>1.4 Sign Up</h2><ul><li>Admins can no longer create CX contact centres as part of the initial sign-up.</li><li>They can still be created via the contact centres page or by clicking the \"Get Started\" button on the new product landing page.</li></ul><p><br /></p>",
            "url": "https://changes.neonnow.ai/release-3.31-WCZUc",
            "title": "Release 3.31",
            "summary": "  We’re excited to announce NEONNOW Release 3.31, a milestone update headlined by a major brand evolution and the launch of Outreach, our hi...",
            "date_modified": "2026-02-26T06:05:45.477Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "432543",
            "content_html": "<div><h2><strong>Maintenance Notice: Back-End System Upgrade</strong></h2><p>We are performing a technical upgrade to our back-end databases to improve performance. While the <strong>NEONNOW</strong> and <strong>NEONNOW Admin</strong> apps will remain fully operational with <strong>no downtime</strong>, please be aware of the following during our approximately one-hour maintenance window:</p><ul><li><strong>Avoid User and User Configuration Changes:</strong> Any updates made to users or user preferences/configurations (such as updating a E911 location or address) during this hour <strong>will not be saved</strong>.<br /><br /></li><li><strong>Provisioning Pause:</strong> For administrators using SCIM, we recommend temporarily pausing automated provisioning (e.g., Azure AD) to ensure no new user data is lost during the rollback period.</li></ul><p><br /></p><h1>Release Schedule</h1><p>London: 19th Jan - 11 AM AEDT </p><p>Australia: 20th Jan - 5 PM AEDT </p><p>Oregon: <span style=\"text-align:left;\">21st Jan - 11 AM AEDT</span></p><p>North Virginia: <span style=\"text-align:left;\">27th Jan - 11 AM AEDT</span><br /><br /></p><p><em>Other Regions (including custom environments): please reach out to your account manager.</em></p></div>",
            "url": "https://changes.neonnow.ai/release-3.30-2VcXBK",
            "title": "Release 3.30",
            "summary": "Maintenance Notice: Back-End System UpgradeWe are performing a technical upgrade to our back-end databases to improve performance. While the...",
            "date_modified": "2026-01-15T22:26:24.286Z",
            "tags": [
                "improvement"
            ]
        },
        {
            "id": "429636",
            "content_html": "<div><p>We're excited to announce <strong>NEONNOW Release 3.29</strong>, a significant update headlined by the introduction of <strong>IQ</strong>, our powerful new AI offering built on Amazon Bedrock.</p><p>This release also delivers key improvements across the platform, including a <strong>refresh to the Admin UI</strong>, which now features <strong>extensive logging and auditing for External Provisioning (SCIM)</strong>. For <strong>Agent Experience </strong>in NEONNOW, we're delivering large improvements to the overall <strong>performance of the sign-in journey</strong>, enhanced call stability with better <strong>handling of dropped calls</strong> and new <strong>linking capabilities for related calls</strong>, alongside improving Softphone <strong>chat readability</strong> through an <strong>overhaul of chat notifications</strong>, sticky attached data, and clearer font-sizes.</p><p><br /></p><h1>Release Schedule</h1><p>Pre-release changes and go-live during the week of 1st December.</p><p>London: 3rd December </p><p>Cape Town: 3rd December</p><p>Australia: 4th December </p><p>Oregon: 8th December</p><p>North Virginia: 8th December<br /><br /></p><p><em>Other Regions (including custom environments): please reach out to your account manager.</em></p><p><br /></p><h1>NEONNOW<br /><br /></h1><h2>1.1 IQ</h2><p><img src=\"https://img.announcekit.app/e536e89654720e1f891e00f002da82af?s=02a7f027cb2bf4d29e687128e080c771\" class=\"image-align-left\" /></p><p>We are delighted to announce the BETA version of <strong>IQ</strong>, our brand-new AI offering. IQ assists agents with a variety of tasks across most text fields in your contact centre. Built on top of Amazon Bedrock, IQ is designed to enhance agent efficiency and quality. Please reach out to your Admin to get this enabled today.</p><p>Once IQ is enabled, there are two ways to interact with it:</p><ul><li><strong>Directly:</strong> You will see a new icon in the sidebar. Open IQ to enter text and trigger enabled actions.<br /><br /></li><li><strong>Highlighting Text:</strong> Highlight text in any multi-line text field to reveal the \"Ask IQ\" button. Clicking this grants access to IQ actions for the selected text.<br /><br /></li></ul><p><img src=\"https://img.announcekit.app/0911f095b6efbde3fd649bdc7669ac23?s=ab613731063808abd41daa27cf7272f1\" style=\"width:51.21%;\" class=\"image-align-left\" /></p><p><br /></p><p><img src=\"https://img.announcekit.app/49b161abbd737787dd0e8910a69c2e46?s=6ae8fc4c9b16578f3451f16e417f4b74\" style=\"width:46.92%;\" class=\"image-align-left\" /><br /></p><p><br /></p><p><strong>Feature Spotlight: Evaluate</strong></p><p>Release 3.29 includes the first of many IQ features: Evaluate. This provides AI recommendations and supervisor-style evaluations on agent content. Agents receive suggested rewrites and can instantly replace their content with a single click.</p><p><br /><strong>Coming Soon</strong></p><p>We have an exciting roadmap for IQ. Future releases will include:</p><ul><li><strong>Refine:</strong> Rewrite text without a formal evaluation.</li><li><strong>Correct:</strong> Automatically fix spelling and grammar issues.</li><li><strong>Extract:</strong> Generate content summaries (e.g., from customer emails).</li><li><strong>Suggest:</strong> Live IQ suggestions during voice calls and chats.</li></ul><p><br /></p><h2>1.2 Dropped Calls</h2><p>In previous releases, reloading NEONNOW or closing the browser during a voice call would disconnect the call completely. In Release 3.29, calls are now persisted. If the app is reloaded or closed, the call will reappear in an \"audio lost\" state. While audio cannot be directly reconnected, the call can be transferred to other agents or queues, allowing the conversation to resume seamlessly with the customer.</p><p><br /></p><p><img src=\"https://img.announcekit.app/77a5c8afd08101626c654b6f09466040?s=a15f6dec51a812d75db353f9ddccb3d8\" style=\"width:44.88%;\" class=\"image-align-left\" /></p><p><br /></p><h2>1.3 Related Calls</h2><p>If your Admin has enabled the <strong>Related Calls</strong> feature, you now have the ability to link voice calls together. When dialling an outbound call, a checkbox will appear allowing you to link the new call to the previously connected one. If enabled, choosing <em>not</em> to link a call will be recorded in the contact centre logs for administrative visibility.</p><p><img src=\"https://img.announcekit.app/c9228acf52ef83f40d9d886870531390?s=736abd16a1253b8f6ddbb55bfa07277f\" style=\"width:43.81%;\" class=\"image-align-left\" /></p><h2><br /></h2><h2>1.4 Fixes</h2><ul><li><p><strong>Chat</strong><strong> Notifications:</strong></p><ul><li>Notifications now consistently appear for all messages across all chats, even when not active on the specific chat.</li><li><strong>New:</strong> Added a preference to disable chat notifications.</li><li>Fixed several scenarios where the red notification dot failed to appear for new messages.</li><li>Fixed an issue where duplicate notifications were shown when transferring tasks.<br /><br /></li></ul></li><li><strong>Standalone Pages:</strong> Pages launched from NEONNOW when embedded in an iframe (e.g., within Salesforce) now work consistently as expected.<br /><br /></li><li><strong>Task Management:</strong> Resolved issues to ensure all tasks can be consistently closed when the end task warning attribute is set.<br /><br /></li><li><strong>Admin URL:</strong> Fixed an issue where setting a custom help docs URL in Admin prevented the contact centre from loading.<br /><br /></li><li><strong>Terminology:</strong> Chat transfers now correctly refer to \"Transfer\" instead of \"Add Participant\".<br /><br /></li><li><strong>Email Formatting:</strong> The formatting bar is now correctly sticky at the bottom of the page when composing emails.</li></ul><p><br /></p><h2>1.5 General Updates</h2><ul><li><strong>Performance:</strong> Improved performance for the entire contact centre sign-in flow.<br /><br /></li><li><strong>Visual Updates:</strong> Updated the loader across the application.<br /><br /></li><li><strong>E911:</strong> Added support for E911 suggested addresses.<br /><br /></li><li><strong>Library Update:</strong> General update of the underlying Amazon Connect library.<br /><br /></li><li><p><strong>Softphone Chat UI:</strong></p><ul><li>Increased font size for better readability.</li><li>\"Attached data\" is now sticky, allowing it to be viewed regardless of scroll position.</li><li>Added a \"Scroll to Top\" button for easier navigation.<br /><br /></li></ul></li><li><strong>Templates:</strong> Template responses are now sorted alphabetically.<br /><br /></li><li><strong>Agent Search:</strong> Improved search speed when selecting agents to send new tasks to.</li></ul><p><br /></p><h1>Admin<br /><br /></h1><h2>2.1 IQ</h2><p>You can now configure IQ for your contact centre by navigating to <strong>Contact Centre Configuration &gt; IQ Settings</strong>. Before getting started, you may need to perform prerequisites such as updating your service role. The IQ page provides a guided setup, and further details are available in our help documentation.</p><p>This release launches \"Evaluate,\" allowing agents to receive content evaluations and rewrite suggestions. Admins can configure the specific rules and tones available to agents, including:</p><ul><li><strong>Casual:</strong> Relaxed, conversational, and friendly.</li><li><strong>Empathetic:</strong> Warmth, care, and emotional sensitivity.</li><li><strong>Profanity Filtering:</strong> Flags inappropriate or offensive language.</li><li><strong>Professional:</strong> Formal, respectful, and business-appropriate.</li></ul><p><br /></p><h2>2.2 External Provisioning Logs</h2><p>We are rolling out extensive logging and auditing for external provisioning (SCIM). Logs can now be sent directly to CloudWatch in your AWS account. To enable this, navigate to <strong>Contact Centre Configuration &gt; Users &gt; External Provisioning</strong>, expand <em>Additional Options</em>, and enable provisioning logs. A direct link to the new log group in your account is provided.</p><p><br /></p><p><img src=\"https://img.announcekit.app/b1160a02181cf66f8210808dcd46d6ad?s=1265a52f26955a9d3a917e76e96d0677\" style=\"width:99.95%;\" /></p><h2><br /></h2><h2>2.3 Fixes</h2><ul><li><p><strong>External Provisioning:</strong></p><ul><li>Prevent the ability to update a user's phone number to an invalid format when external provisioning is enabled.</li><li>Fixed an issue where the external provisioning page occasionally displayed an error.</li><li><span style=\"text-align:left;\">Fixed an issue where hard-deleted users provisioned externally would occasionally persist in the NEONNOW user management table.</span><br /><br /></li></ul></li><li><strong>Point of Contact:</strong> Resolved a visual issue with the phone number input field and messaging for the Organisation Point of Contact.<br /><br /></li><li><strong>Wrap Codes:</strong> Navigating away from ACW configuration now correctly removes old URL parameters.</li></ul><p><br /></p><h2>2.4 General Updates</h2><ul><li><strong>Customer Profiles:</strong> Domain enablement has moved from the contact centre creation flow to the Customer Profile feature itself. Profiles are no longer enabled by default on new contact centres.<br /><br /></li><li><strong>AWS Account ID:</strong> Added a 12-character limit validation to the AWS account ID field during contact centre creation.<br /><br /></li><li><p><strong>Admin UI Refresh:</strong></p><ul><li>Overhauled auth pages (Sign In, Forgot Password, Join Organisation).</li><li>Removed the header, moving options to the sidebar for a cleaner look.</li><li>Added clear titles and subtitles across most pages.</li><li>Slight colour changes.</li><li>Replaced the Contact Centres table with a new, higher-performance table component.</li><li>Refreshed ACW/wrap code configuration page headers.</li><li>Updated the loading UI when data refreshes after changes (e.g., Module Configuration).</li><li>Improved loading speeds across most pages.</li><li>Help icons now display a '?' cursor on hover to indicate available tooltips.</li></ul></li></ul></div>",
            "url": "https://changes.neonnow.ai/release-3.29-1fPWIU",
            "title": "Release 3.29",
            "summary": "We're excited to announce NEONNOW Release 3.29, a significant update headlined by the introduction of IQ, our powerful new AI offering built...",
            "date_modified": "2025-12-01T00:45:57.644Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "422433",
            "content_html": "<p>This release introduces major enhancements for both agents and admins, including full VDI support, centralised log streaming, and smarter automation across provisioning and Insights. Alongside these updates, we’ve refined terminology, boosted performance, and resolved a number of issues to improve day-to-day usability.</p><p><br /></p><h2>Release Schedule</h2><p>Pre-release changes and go-live during the week of 25th August.</p><p>London: 27th August </p><p>Cape Town: 27th August </p><p>Australia: <span style=\"text-align:left;\">28th August</span> </p><p>Oregon: 1st September</p><p>North Virginia: <span style=\"text-align:left;\">1st September</span><br /><br /></p><p><em>Other Regions: please reach out to your account manager.</em></p><p><br /></p><h2><strong>NEONNOW</strong></h2><h3><strong>1.1 VDI Support</strong></h3><p>NEONNOW now supports running inside VDI (Virtual Desktop Infrastructure) environments. Use the vdi query parameter with values OMNISSA or AWS_WORKSPACE to configure your environment. See the help documentation for more details.</p><p>For example, to utilize Omnissa, use URL of https://mycc.{region}.cw-neon.com/?vdi=OMNISSA</p><p>Ensure environment setup has occurred, as described here - <a href=\"https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-omnissa-step-by-step.html\" rel=\"noopener noreferrer\" target=\"_blank\">https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-omnissa-step-by-step.html</a></p><h3><strong>1.2 E911 - Callback number added to 'Emergency Calling Information'</strong></h3><p>Agent callback number can now be saved along with address. This can be used to save and route callbacks from Emergency Services to agent's personal numbers.</p><h3><strong>1.3 Fixes</strong></h3><ul><li>NEONNOW app entry URL no longer needs to be set to /landing when embedding inside Salesforce.</li><li>The User Management page subtitle now correctly reflects the updated roles introduced in 3.26.</li><li>Resolved an issue where parallel incoming tasks could cause one to be dropped from the UI.</li><li>Fixed reload behaviour in the softphone where the “no active tasks” landing page was shown instead of automatically selecting the first active task.</li></ul><p><br /></p><h3><strong>1.4 General Updates</strong></h3><ul><li>Added filtering to the User Management table for easier navigation.</li><li>Updated terminology: for voice tasks (calls, queue callbacks), <strong>“Transfer”</strong> has been renamed to <strong>“Add participant”</strong>. This change applies to call control tooltips, directory titles, and the queue modal. Core functionality is unchanged.</li></ul><p><br /></p><h2><strong>Admin</strong></h2><h3><strong>2.1 Agent Cleanup</strong></h3><p>Admins can now optionally clean up additional resources when deleting agents, including:</p><ul><li><strong>Amazon Connect Account</strong> – used for sign-in, interactions, and queues.</li><li><strong>Quick Connects</strong> – associated call transfer points in Amazon Connect.</li><li><strong>Insights Named User</strong> – named user licences in Amazon QuickSight.</li></ul><p>You’ll be prompted to remove these resources when deleting users manually in NEONNOW, or you can configure automatic cleanup via the external provisioning admin page.</p><p><br /></p><h3><strong>2.2 Custom Transfer Flows</strong></h3><p>You can now configure external number transfers with more control by assigning a queue and flow.</p><p><strong>Admin &gt; Contact Centre &gt; Configuration &gt; Queue and Transfers</strong></p><p>External number participants added via this flow will appear as <em>External Number</em> (phone numbers are not displayed).</p><p><br /></p><h3><strong>2.3 Centralised Logging</strong></h3><p>Stream logs from NEONNOW to your AWS account using CloudWatch. You can choose to include NEONNOW logs, Connect Streams logs, or both.</p><p><strong>Admin &gt; Contact Centre &gt; Configuration &gt; Users &gt; Agent Logs</strong></p><p><br /></p><h3><strong>2.4 Insights User Auto-Provisioning</strong></h3><p>Named users in Insights (Amazon QuickSight) can now be automatically provisioned when they attempt to access a NEONNOW dashboard.</p><p><strong>Admin &gt; Contact Centre &gt; Configuration &gt; Features &gt; Insights</strong></p><p><br /></p><h3><strong>2.5 Fixes</strong></h3><ul><li>Fixed User Management button link on the Contact Centre Getting Started page.</li><li>Resolved duplicate SCIM error report emails.</li><li>Fixed issue preventing single-character values in custom types for operational parameters.</li><li>Added <strong>Supervisor</strong> as a filterable role in external provisioning custom mappings.</li><li>Fixed missing error feedback when leaving address fields empty in the sign-up flow.</li></ul><p><br /></p><h3><strong>2.6 General Updates</strong></h3><ul><li>Updated the hidden queues settings panel for consistency with other features.</li><li>Added a setting in external provisioning to disable SCIM error report emails.</li><li>Tweaked UI layout in <strong>External Provisioning &gt; Advanced Settings</strong> for clarity.</li><li>Removed product/licence type switching between <em>Basic</em> and <em>Enterprise</em>. All contact centres now run on Enterprise licences. (Account managers will have contacted affected centres directly.)</li><li>Improved performance significantly across all SCIM actions.</li><li>Renamed the admin queue settings panel to <strong>Queues and Transfers</strong>.</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.27-BYp8Y",
            "title": "Release 3.27",
            "summary": "This release introduces major enhancements for both agents and admins, including full VDI support, centralised log streaming, and smarter au...",
            "date_modified": "2025-08-25T05:19:27.875Z",
            "tags": []
        },
        {
            "id": "420157",
            "content_html": "<p>The 3.26 release delivers enhanced agent control through new contact attribute features, expanded admin capabilities for managing operational parameters, and improved flexibility via custom roles and ringtone preferences. It also introduces a suite of usability improvements and reliability fixes across NEONNOW and the Admin app.</p><p><br /></p><h2>Release Schedule</h2><p>Pre-release changes from the 17th July and go-live dates during the week of the 20th of July.</p><p>London: 21st July </p><p>Cape Town: 21st July </p><p>Australia: <span style=\"text-align:left;\">21st July</span> </p><p>Oregon: <span style=\"text-align:left;\">23rd July</span></p><p>North Virginia: 23rd July<br /><br /></p><p><em>Other Regions: reach out to your account manager.</em></p><p><br /><br /></p><h2>NEONNOW</h2><h2>1.1 Contact Attribute Features</h2><p><strong>Skip After Contact Work (ACW)</strong><br />Agents will skip the wrap-up phase if the <code>NEONNOW_CONTACT_SKIP_ACW</code> attribute is set to <code>true</code>, even if ACW permissions are active. This is useful for streamlined, automated, or low-touch workflows.<br /><br /><strong>Auto Answer</strong><br />Tasks will automatically be accepted for agents if the <code>NEONNOW_CONTACT_AUTO_ANSWER</code> attribute is set to <code>true</code>. This applies to voice, chat, email, agent tasks, callbacks, and outbound previews, with these exceptions:</p><ul><li>Voice tasks where Amazon Connect auto-answer is already active.</li><li>Monitored interactions (e.g., supervisor listening in).</li><li>When an agent is being added to a conference call.</li></ul><p><br /><strong>End Task Warning</strong></p><p>A new confirmation prompt will appear before ending a task if the <code>NEONNOW_CONTACT_END_TASK_WARNING</code>attribute is set. The attribute’s <strong>value</strong> is shown as the message in the prompt, supporting <code>\\n</code> for line breaks. This helps prevent accidental closure of tasks and provides contextual instructions.<br /><br /></p><p><strong>Transfer Button Visibility</strong></p><p>The <code>NEONNOW_CONTACT_HIDE_TRANSFER</code> attribute can hide specific transfer buttons in the softphone interface. Supported values:</p><ul><li><code>AGENT</code> – hides the <em>Transfer to Agent</em> button.</li><li><code>QUEUE</code> – hides the <em>Transfer to Queue</em> button.</li><li><code>NUMBER</code> – hides the <em>Dialpad/External Number</em> button.</li><li><code>ALL</code> – hides <strong>all</strong> transfer options.</li></ul><p><br />This allows precise control over transfer options on a per-task basis.</p><div><br /></div><p><br /></p><h2>1.2 User Roles</h2><p><strong>Role Renamed: Admin → Manager</strong><br />The \"Admin\" role has been renamed to \"Manager\" throughout NEONNOW. There are no changes to functionality or permissions.<br /><br /></p><p><strong>New Role: Supervisor</strong><br />The \"Supervisor\" role is now available, allowing users to:</p><ul><li>Use all agent-level features.</li><li>Access all reporting tools.</li><li>Log in and actively use NEONNOW.</li><li>Supervisors cannot manage users, assign roles, or change platform-level settings.</li></ul><div><br /></div><p><br /></p><h2>1.3 NEONNOW Fixes</h2><p><strong>User Management</strong></p><ul><li>Fixed user creation and update issues when provisioned via \"Existing Directory\" (Amazon Connect identity type).</li><li>Fixed performance issues affecting search and sorting in the user list.<br /><br /></li></ul><p><strong>Interaction Outcomes</strong></p><ul><li>The footer button for interaction outcomes now hides correctly in softphone chats when outcomes are disabled.<br /><br /></li></ul><p><strong>Directory and Presence</strong></p><ul><li>Fixed app crashes when searching the user directory with special characters.</li><li>Corrected visibility of the “Busy” badge in the directory when users are unavailable.<br /><br /></li></ul><p><strong>Softphone</strong></p><ul><li>Fixed the issue causing the app menu to partially display off-screen.</li><li>The templated responses button for outbound SMS now hides correctly when there are no available templates.</li><li>Templated response searches now function consistently across all messaging types.</li></ul><div><br /></div><p><br /></p><h2>1.4 General NEONNOW Updates</h2><ul><li><strong>Role Descriptions</strong><br />Descriptions for roles now appear during user creation or updates, aiding administrators in assigning appropriate access</li></ul><p><br /></p><p><br /></p><h1>Admin</h1><h2>2.1 Operational Parameters</h2><h3>2.1.1 Custom Types</h3><ul><li>Administrators can now create and manage reusable <strong>Custom Types</strong> directly within the parameters modal via the cog icon.</li><li>Custom Types are selectable when defining parameter values.</li><li>Parameters using Custom Types save a <strong>snapshot</strong> of the type, so subsequent changes to the type won’t affect existing parameters.<br /><br /></li></ul><h3>2.1.2 Tables</h3><ul><li>Operational Parameters now include a new <strong>Table</strong> type for structured data.</li><li><p>Table features:</p><ul><li>Customisable schema fields supporting all operational parameter types, including custom types.</li><li>A fixed, non-editable <code>ID</code> column.</li><li>Inline editing, validation, and search functionality.</li><li>A dedicated table view supporting sorting, bulk operations, and row deletion.</li></ul></li><li>A backend API is available for retrieving specific table rows by ID, intended for use in Amazon Connect contact flows.<br /><br /></li></ul><h3>2.1.3 Duplication</h3><ul><li>Administrators can now duplicate existing operational parameters (except table parameters).</li><li>Duplicates open pre-filled with the original values and include a <code>_copy</code> suffix in their names for clarity.</li></ul><div><br /></div><p><br /></p><h2>2.2 Admin Roles</h2><ul><li>New admin roles have been introduced, offering selection between \"Admin\" and \"Operations\" roles.</li><li><p>The Operations role allows users to:</p><ul><li>Access their personal profile and settings.</li><li>View Contact Centre pages in read-only mode.</li><li>Access limited configuration options in summary views.</li><li>Fully access the “Operations” section.</li></ul></li><li>Operations users cannot manage other users or roles and will see an access-denied message on restricted pages. API access is similarly restricted.</li></ul><div><br /></div><p><br /></p><h2>2.3 Agent Features</h2><h3>2.3.1 Ringtones</h3><p>Admin &gt; Contact Centre &gt; Configure &gt; Users</p><ul><li>Administrators can set default ringtones for incoming softphone tasks.</li><li>Agents can select their own ringtones unless restricted by an administrator.<br /><br /></li></ul><h3>2.3.2 My Queues</h3><p>Admin &gt; Contact Centre &gt; Configure &gt; Users</p><ul><li>Administrators now have the ability to disable the <strong>My Queues</strong> toggle for agents to simplify queue management.</li></ul><p><br /></p><h3>2.3.3 Auto Login</h3><p>Admin &gt; Contact Centre &gt; Configure &gt; Users</p><ul><li>Administrators can now enable auto login for their contact centre, so agents no longer need to click <strong>Sign In</strong> to begin the login process.</li></ul><div><br /></div><p><br /></p><h2>2.4 Admin Fixes</h2><ul><li><p><strong>Custom Schedules</strong></p><ul><li>Fixed crashes when searching schedules.</li><li>Corrected the behaviour of multiple-date entries, ensuring the modal clears properly between additions.<br /><br /></li></ul></li><li><p><strong>Queue Wrap Codes</strong></p><ul><li>Fixed issues preventing wrap codes from saving correctly for some queues.<br /><br /></li></ul></li><li><p><strong>External Provisioning (SCIM)</strong></p><ul><li>The \"Created Users\" count now accurately reflects active synced users.</li><li>SCIM URLs now display correctly in the provisioning interface.</li></ul></li></ul><div><br /></div><p><br /></p><h2>2.5 General Admin Updates</h2><ul><li><strong>Schedule Descriptions</strong><br />Descriptions can now be added to schedule dates to easily identify their purpose.<br /><br /></li><li><strong>Refreshed Tables</strong><br />Improved performance for tables in User Management and Operational Parameters.<br /><br /></li><li><p><strong>Chat Analytics Model Update</strong><br />The After Contact Work summarisation model has been updated:<br /><br /></p><ul><li><strong>Old:</strong> AI21 Labs' <em>Jurassic</em></li><li><strong>New:</strong><em>Claude 3.5 Haiku</em><br /><br />This update maintains accurate summarisation following the deprecation of the previous model.</li></ul></li></ul>",
            "url": "https://changes.neonnow.ai/release-3.26-17J0gU",
            "title": "Release 3.26",
            "summary": "The 3.26 release delivers enhanced agent control through new contact attribute features, expanded admin capabilities for managing operationa...",
            "date_modified": "2025-07-16T02:23:33.326Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "416496",
            "content_html": "<p>The 3.25 release introduces supervisor barge-in for calls and chats, a major upgrade to user management with automatic Amazon Connect provisioning, SCIM support for identity provider integration, and a streamlined contact centre setup experience—alongside a range of UI refinements, admin improvements, and bug fixes.</p><p><br /></p><h2>Release Schedule</h2><p>Pre-release changes from the 16th June and go-live dates during the week of the 23rd of June.</p><p>London: 24th June </p><p>Cape Town: 24th June </p><p>Australia: 24th June </p><p>Oregon: 25th June</p><p>North Virginia: 25th June</p><p><br /></p><h2>NEONNOW</h2><h3>1.1 Supervisor Barge-In</h3><p>Supervisors can now <strong>monitor and barge into live calls and chats</strong> directly from Amazon Connect real-time metrics. Clicking the eye icon opens a task in NEONNOW where supervisors can switch between <strong>monitor</strong> and <strong>barge</strong> modes as needed—no extra setup required.<br /><br /></p><p><img src=\"https://img.announcekit.app/34441a9e5bfeff0073412a7cc72978cf?s=f36ee6e85f633e898b7cb4eed2a739c3\" class=\"image-align-left\" style=\"width:51.88%;\" /></p><p><em>Supervised call on Desktop</em></p><p><br /></p><p><em><img src=\"https://img.announcekit.app/bbc7b42b2f5b5420999572bfac36e769?s=8eea1b9b888c826b62d49a25d96e20fc\" class=\"image-align-left\" style=\"width:51.88%;\" /></em></p><p><em><em>Supervised chat on Softphone</em></em></p><p><em> </em></p><h3>1.2 User Management Improvements</h3><p>NEONNOW now handles Amazon Connect user provisioning for you—<strong>no need to pre-create users in Connect</strong>. When you add, update, or remove a user in NEONNOW, the changes will be automatically synced with Amazon Connect.</p><p><em>Learn more in our help docs.</em></p><p><br /></p><h3>▸ New User List</h3><p>The updated user list gives you a clearer overview, showing email, phone number, role, and more. Use the 3-dot menu next to each user for quick actions like editing or removing them.</p><p><img src=\"https://img.announcekit.app/f6d761e8f07f9f457c878afd0e5f4948?s=4dab488bb00bbe055137b977a0e33417\" /></p><p><em>The new user management page.</em></p><h3><em> </em></h3><h3>▸ Simplified User Setup</h3><p>Add or update users using a redesigned form that covers both NEONNOW and key Amazon Connect details like <strong>security profile</strong>, <strong>routing profile</strong>, and <strong>username</strong>.</p><p>Already have an existing Connect user? Just match the <strong>Connect Login Name</strong>, and NEONNOW will link the accounts automatically.<br /><br /></p><p><img src=\"https://img.announcekit.app/ea088a99b2e50cf79aa60a198f31437c?s=cd961c220f55f2ed712809e0add99e40\" class=\"image-align-left\" style=\"width:76.36%;\" /></p><p><em>Adding a new user.</em></p><p><br /></p><h3>1.3 General Improvements</h3><ul><li>Consistent page titles and layout across all desktop views</li><li>Navigation sidebar toggle icon has been updated for clarity</li><li>The grey background and excess spacing have been removed for a cleaner, unified experience across all desktop pages</li><li>Directory:<ul><li>Improved contact hover animation</li><li>Better readability for teams contact statuses</li><li>Removed large drop-cap initials for a simpler look</li></ul></li></ul><p><br /></p><h3>1.4 Fixes</h3><ul><li>Templated responses now display correctly and searching works as expected</li><li>Email signatures now save reliably</li><li>Reports opened from the softphone no longer fail to load in some use cases</li></ul><p><br /></p><h2>Admin</h2><h3>2.1 SCIM Provisioning</h3><p>You can now <strong>provision NEONNOW users directly from your identity provider</strong>, including Microsoft Entra ID, using SCIM.</p><p>To enable this, go to: <strong>Contact Centre &gt; Configuration &gt; Users &gt; External Provisioning</strong>.</p><p><em>Learn more in our help docs.</em></p><p><br /></p><h3>2.2 Contact Centre Setup Wizard</h3><p>We’ve made it easier to create contact centres with NEONNOW. The setup wizard has been reorganised for clarity, removing unnecessary steps and manual input:</p><ul><li>Contact Centre and Role steps have been reordered</li><li>Prerequisites have been rewritten with clearer icons</li><li>Your Amazon Connect instances and users are now automatically loaded and selectable</li><li>Added a new final page to confirm successful setup</li><li>Improved clarity and layout of the Create Role step</li><li>Removed the concept of <em>Draft</em> and <em>Pending</em> contact centres—they’ll now be created during the final step</li></ul><p><br /></p><h3>2.3 Admin Fixes</h3><ul><li>\"Token expired\" error pages no longer appear incorrectly</li><li>Improved performance when signing in/loading the app</li><li>The sign-up flow now handles pauses/resumes more reliably</li><li>Creating or editing email templates no longer loads old content by mistake</li></ul><p><br /></p><h3>2.4 General Admin Updates</h3><ul><li>Pages now scroll to the top when navigating</li><li>The <strong>Settings</strong> section is now called <strong>Configuration</strong></li><li>Redesigned breadcrumbs: click the icon to return to the root</li><li>Contact Centre Summary:<ul><li>Breadcrumbs replace the old “Back to contact centres” link</li><li>Action icons replaced with right-aligned buttons</li><li>Contact centre info has been reordered for clarity</li><li>New <strong>Set Up Guide</strong> button added to help with onboarding</li></ul></li><li>Alphabetised lists for configuration items such as <em>Features</em> and <em>Users</em></li><li>“Agents” is now called <strong>Users</strong></li><li>Admin sidebar and header have been aligned with the NEONNOW app<ul><li>The support icon is now in the top right of the header with a new icon</li><li>Updated icon for the Users section in the sidebar</li></ul></li><li>Improved filtering UI for certain feature pages (e.g., wrap codes)</li><li>Infrastructure improvements for NEONNOW user management </li></ul>",
            "url": "https://changes.neonnow.ai/release-3.25-4oTFFC",
            "title": "Release 3.25",
            "summary": "The 3.25 release introduces supervisor barge-in for calls and chats, a major upgrade to user management with automatic Amazon Connect provis...",
            "date_modified": "2025-06-10T06:20:42.697Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "412149",
            "content_html": "<p>The 3.24.2 release introduces two new <strong>Admin</strong> features, a <strong>Role Updater Assistant</strong> and <strong>Enhanced Emergency Calling</strong> (E911) for <strong>U.S regions</strong>.</p><p><br /></p><h2>Release Schedule (AEDT)</h2><p><strong>London (EU) 🇬🇧 </strong>: 8th April - AM</p><p><strong>Cape Town (AF)</strong> 🇿🇦: 8th April - AM</p><p><strong>Australia (AP) <span style=\"text-align:center;\">🇦🇺 </span></strong>: 8th April - PM</p><p><strong>Oregon (US) 🇺🇸</strong>: 8th April - PM</p><p><strong>North Virginia (US) 🇺🇸</strong>: 8<span style=\"text-align:left;\">th April</span> <span style=\"text-align:start;\">- PM</span></p><p><br /></p><h2><span style=\"text-align:start;\">Role Updater Assistant</span></h2><p>Some NEONNOW releases require extra permissions to keep your contact centre running smoothly. The <strong>Role Updater Assistant</strong> helps you stay up to date by giving you a quick way to re-create your service role or update it with the latest permissions.</p><p>You can:</p><p>    •    <strong>Re-create your role</strong> using a pre-filled CloudFormation template.</p><p>    •    <strong>Update your existing role</strong> by copying the latest policy and jumping straight to your role in the AWS Console.</p><p>You’ll find the assistant under <strong>Admin &gt; Contact Centre Summary</strong>. Just click the <strong>key icon</strong> in the top right to get started.</p><p><br /></p><h2><span style=\"text-align:start;\">Enhanced Emergency Calling <strong>(U.S. Regions Only)</strong></span></h2><p>NEONNOW now supports <strong>Enhanced Emergency Calling</strong> for U.S.-based contact centres, helping ensure your agents can place outbound emergency (911) calls with accurate location metadata. This supports compliance with E911 regulations and improves emergency response outcomes.</p><p><br /></p><h3>Admin</h3><p>Admins can now enable the <strong>Enhanced Emergency Calling</strong> feature via the Admin UI, under <strong>Admin &gt; Contact Centre &gt; Settings &gt; Users</strong></p><p>    •    You’ll need to <strong>configure your Amazon Connect contact flows</strong> to support outbound 911 dialling and address metadata retrieval.</p><p>    •    The feature integrates with the existing NEONNOW Contact Flow Service.</p><p>    •    No real-time location tracking is used—addresses must be entered and managed by agents.</p><p><br /></p><p>📌 <strong>Important:</strong> This feature only applies to NEONNOW tenants hosted in U.S. regions.</p><p><br /></p><h3>Agent (NEONNOW App)</h3><p>When Enhanced Emergency Calling is enabled:</p><p>    •    Agents will be <strong>prompted to enter and validate their address</strong> the first time they log in.</p><p>    •    If no address is stored, they’ll be prompted again at subsequent logins.</p><p>    •    Agents can <strong>update their address</strong> at any time in their preferences.</p><p>    •    If an address is on file, it is automatically <strong>sent as metadata</strong> during 911 calls to assist emergency responders.</p><p>    •    Agents can <strong>still make a 911 call</strong> even if no address is stored—calls will not be blocked.</p><p>🏠 Address fields include house number, street, unit/suite, city, state, and ZIP code (U.S. format only). Data is securely stored and never shared outside emergency call handling.</p>",
            "url": "https://changes.neonnow.ai/release-3.24.2-4uuYrm",
            "title": "Release 3.24.2",
            "summary": "The 3.24.2 release introduces two new Admin features, a Role Updater Assistant and Enhanced Emergency Calling (E911) for U.S regions.   Rele...",
            "date_modified": "2025-04-01T03:22:16.757Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "408687",
            "content_html": "<p>The 3.24 release introduces a <strong>new enhanced sign-in/sign-out flow</strong>, the <strong>Voice Analysis</strong> feature, and various <strong>fixes and improvements for email</strong> in NEONNOW.</p><p><br /></p><h2>Release Schedule (AEDT)</h2><p><strong>London (EU) 🇬🇧 </strong>: 7th March - AM</p><p><strong>Cape Town (AF)</strong> 🇿🇦: 7th March - AM</p><p><strong>Australia (AP) <span style=\"text-align:center;\">🇦🇺 </span></strong>: 10th March - PM</p><p><strong>Oregon (US) 🇺🇸</strong>: 12th March - AM</p><p><strong>North Virginia (US) 🇺🇸</strong>: <span style=\"text-align:left;\">12th March</span> <span style=\"text-align:start;\">- AM</span></p><p><br /></p><h1>1 NEONNOW</h1><h2>1.1 Sign In, Sign Out and Forget Device</h2><p>As part of our commitment to security, we’re enhancing the sign-in process for contact centres that don’t use single sign-on (SSO) by adding multi-factor authentication. To keep this experience as efficient as possible, we’re introducing features like remembering trusted devices to reduce the need for frequent verification.</p><h3><br /><strong>1.1.1 Sign In</strong></h3><p>You’ll now need to <strong>click Sign In</strong> on the start page to begin the sign-in process. This will open the Amazon Connect sign-in popup (or your Single Sign-On provider, if configured by your Administrator). The sign-in popup will <strong>no longer open automatically</strong>.</p><p><br /></p><p><img src=\"https://img.announcekit.app/1df7c3cb1270c70bb1136bf32c9517b5?s=b23fd3d77818b7f5e59bc970e8b34101\" style=\"width:86.67%;\" class=\"image-align-left\" /></p><p><em>The new sign in page for non-SSO (desktop)</em></p><p><br /></p><p><em><em><img src=\"https://img.announcekit.app/74907cc7b6179752db9f482e6da700ca?s=b74362be3c88bd2a01b50ff0f0312755\" class=\"image-align-left\" style=\"width:86.42%;\" />The new sign in page for signing in with a provider (SSO) (desktop)</em></em></p><p><br /></p><p><img src=\"https://img.announcekit.app/e96854d7d5d3f4c54bbb2fb1ef3ffe6b?s=0b336e132b2a7807a9c5bc3482032bbd\" style=\"width:41.7%;\" class=\"image-align-left\" /></p><p><em>The new sign in page for non-SSO (softphone)</em></p><p><br /></p><p><img src=\"https://img.announcekit.app/d0db69116d74f56dbf28760b65f4d509?s=a8795f33be8bd12e8564315ec6796f7f\" class=\"image-align-left\" style=\"width:42.79%;\" /></p><p><em><em>The new sign in page for signing in with a provider (SSO) (softphone)</em></em></p><p><br /></p><h3>1.1.2 MFA Verification</h3><p>We're introducing MFA to the NEONNOW sign in journey for <strong>non-SSO (single sign on) </strong>contact centres. If you currently sign in with an external provider, such as Microsoft Entra ID, you will <strong>not</strong> have to verify with MFA.</p><p>⚠️ <strong>Multi-Factor Authentication (MFA) will not be enabled immediately when this release launches.</strong> Check with your Account Manager or Implementation Partner for details on when it will be activated for your organisation.</p><p><em>When MFA is enabled for your contact centre:</em></p><p>After signing in to Amazon Connect or your Single Sign-On provider, you’ll need to enter a verification code from your email or device to complete signing in to NEONNOW. The verification method will depend on your Administrator’s configuration, and you can switch between methods if multiple options are available.</p><p>🔹 <strong>You won’t need to enter a verification code every time you sign in.</strong> You’ll stay verified unless you manually forget your device (see below), remain offline for more than 30 days, or regularly move workstation (i.e. 'hot desk').</p><p><br /></p><p><img src=\"https://img.announcekit.app/f8f0b2a94960a67047cbf69d79c9b400?s=54067ce9efc98e31dedc69a94bb2f4eb\" style=\"width:86.79%;\" class=\"image-align-left\" /></p><p><em>MFA verification (desktop)</em></p><p><br /></p><h3><p><img src=\"https://img.announcekit.app/b086b083a35d90a4bd9177385cbafa2c?s=d60ab146edfeeb0b1cf12f9f56678c22\" style=\"width:41.21%;\" class=\"image-align-left\" /></p></h3><p><em>MFA verification (softphone)</em></p><h3><p><br /></p><p><strong>1.1.3 Sign Out</strong></p></h3><p>Signing out now sets your status to <strong>Offline</strong> and signs you out of Amazon Connect. However, you’ll no longer be fully signed out of NEONNOW—your current device will be remembered for next time, so you won’t need to verify (MFA) again unless required.</p><h3><br /></h3><p><em><img src=\"https://img.announcekit.app/06f9da5498aabb77abe6fd40c8f7044d?s=5cb512f21256d8333cca02ebb4cae808\" style=\"width:85.09%;\" class=\"image-align-left\" />The new signed out page (desktop)</em></p><p><br /></p><p><em><img src=\"https://img.announcekit.app/04a3ecffc74f2eb5ae9dbe838a8ada7d?s=8236d0b365eda5565917963db37272f3\" style=\"width:41.82%;\" class=\"image-align-left\" />The new signed out page (softphone)</em></p><p><br /></p><h3><p><strong>1.1.4 Forget Your Device</strong></p></h3><p>After signing out, you can choose to <strong>“forget your device,”</strong> which will remove all saved session data. The next time you sign in, you’ll be required to verify your identity again.</p><p><br /></p><p><em><img src=\"https://img.announcekit.app/5eb68fed7fe2ce62fe487fabd6f2e3c5?s=bacfb35877df116a3b01f733f29f87d0\" style=\"width:84.73%;\" class=\"image-align-left\" />The forgotten your device page (desktop)</em></p><p><em><br /></em></p><p><em><img src=\"https://img.announcekit.app/d1d1e1450cc087aa3bed93c352dd887d?s=8cff346c6c1a0e0da31cb8f1f1504433\" style=\"width:41.94%;\" class=\"image-align-left\" /></em></p><p><em>The forgotten your device page (softphone)</em></p><h2><br /></h2><h2>1.2 Voice Analysis</h2><p>Administrators can now enable <strong>Voice Analysis</strong>, giving you access to transcripts and AI-generated summaries for voice tasks and conferences.</p><ul><li><strong>View a full transcript</strong> of a voice task or conference, making it easier to review key details from the conversation. You can view the transcript by clicking the <strong>transcript view button</strong> in the <strong>task control footer</strong>.</li><li><strong>Generate an AI summary</strong> in your After Call Work (ACW) interaction notes, helping you capture key points without manual note-taking.</li></ul><p>This feature helps streamline post-call documentation and reduce the effort needed to summarise interactions. Check with your Administrator to see if it’s enabled for your organisation.</p><p><br /></p><p><img src=\"https://img.announcekit.app/04f2f6b97260491f3b4362466e330e46?s=82685b6d60fd871322f34a03ec91ed6b\" style=\"width:41.09%;\" class=\"image-align-left\" /></p><p><em>The updated ACW task UI with voice analysis (desktop)</em></p><p><br /></p><p><em><img src=\"https://img.announcekit.app/89f83ac0e7978c1d1eea04c65c6dbfcb?s=094046528e4bcf5b36889c04aa1353bd\" style=\"width:41.09%;\" class=\"image-align-left\" />The updated ACW task UI with voice analysis (softphone)</em></p><p><br /></p><h3><strong>1.2.1 Chat Analysis</strong></h3><p>We've renamed <strong>Generative AI for Chat</strong> to <strong>Chat Analysis</strong> and updated the UI and experience to align with the new <strong>Voice Analysis</strong> feature. These updates include:</p><ul><li>An improved <strong>AI-generated summary UI</strong>, now with the option to <strong>accept or reject</strong> a suggested summary after generating.</li><li>The <strong>transcript view button</strong> has been moved to the <strong>task control footer</strong> at the bottom of the task for easier access.</li></ul><h2><br /></h2><h2>1.3 Email Improvements</h2><h3><strong>1.3.1 Desktop Email Editor</strong></h3><ul><li>For Workspace users, the email editor will now respect your <strong>workspace layout</strong> and no longer automatically switch to a two-column view.</li><li>When the email editor is resized to a smaller view (e.g., when adjusting the column width), the UI will adjust accordingly for better usability.</li></ul><h3><br /><strong>1.3.2 Attachments &amp; Inline Images</strong></h3><ul><li>Forwarded emails will now <strong>include their original attachments</strong>.</li><li><strong>Inline images</strong> are now displayed when previewing emails.</li><li>The <strong>Attachments button</strong> has been renamed to <strong>Files</strong>.<ul><li>The file dropdown is now split into two sections:<ul><li><strong>Inline images</strong> (for downloading full-size inline images).</li><li><strong>Attachments</strong> (for other attached files).</li></ul></li></ul></li><li><strong>Inline images</strong> are now included when replying or forwarding emails (in most cases).</li></ul><h3><br /><strong>1.3.3 Email Composition &amp; Sending</strong></h3><ul><li>Replies and forwards now have a <strong>horizontal line</strong> separating the original email from your new content.</li><li>You can no longer send an email <strong>while attachments are still uploading</strong>.</li><li>If there's an issue with an uploaded file, the error message will now appear in a <strong>notification</strong> instead of a modal window.</li></ul><h3><br /><strong>1.3.4 Softphone</strong></h3><ul><li>When you upload files in an email, the <strong>attachments drawer</strong> will now open automatically to show upload progress.</li></ul><h3><br /><strong>1.3.5 Other Improvements</strong></h3><ul><li>Clicking a <strong>To</strong> recipient in an email will now show a message confirming it has been successfully copied to the clipboard.</li></ul><h3><br /><strong>1.3.6 Fixes</strong></h3><ul><li>Some <strong>image controls</strong> are no longer cut off when composing emails.</li><li><strong>Numbered and bullet-pointed lists</strong> are now fully visible when previewing emails.</li><li><strong>Replies and forwards</strong> now display correctly (previously cut-off content has been fixed).</li><li>You’ll no longer be able to send emails <strong>over 30 MB</strong> (which may have previously bounced). If your email exceeds 30 MB, you’ll see an <strong>error message with a breakdown</strong> of its contents.</li><li><strong>Signatures over 350 KB</strong> will now display a message instead of a generic error.</li><li>Fixed an issue where accepting <strong>incoming chats</strong> could sometimes load indefinitely until the page was refreshed.</li><li>UI fixes for the <strong>recipients dropdown</strong> and <strong>missing separators</strong> in Softphone.</li></ul><h2><br /></h2><h2>1.4 General</h2><ul><li><strong>(Desktop)</strong> Hovering over a column resizer now has a clearer hover state in the workspace.</li><li><strong>ACW</strong> has been enhanced with minor UI updates and clearer interaction times and durations.</li><li><strong>Secondary buttons</strong> (white) have been updated with a <strong>blue border</strong> and a revised hover UI.</li><li><strong>Errors and error logs</strong> are now always written to the downloadable log file, even when <strong>NEONNOW enhanced logs</strong> are turned off.</li></ul><h1><br /></h1><h1>2 Admin</h1><h2>2.1 SCIM</h2><p>We've added initial support for <strong>user management via SCIM</strong> (e.g. Microsoft Entra ID). Reach out to your account manager to enquire about getting set up.</p><h2><br /></h2><h2>2.2 Voice/Chat Analysis</h2><p>We've launched our new <strong>Voice Analysis</strong> feature and redesigned the <strong>feature configuration in Admin</strong>.</p><ul><li><strong>Generative AI for Chat</strong> is now <strong>Chat Analysis</strong>, which can be found under<em>Settings &gt; Agents &gt; Interaction Outcomes &gt; Interaction Analysis</em>.</li></ul><p><img src=\"https://img.announcekit.app/0bd65c8734b60aeb35f64d713dcb833d?s=74dd2d76d8d5d705987c89c8b10f595c\" style=\"width:83.76%;\" class=\"image-align-left\" /></p><p><em>Updated feature configuration for generative AI</em></p><h1><br /></h1><h1>3 General</h1><ul><li><strong>U.S. English spelling</strong> is now supported in both <strong>NEONNOW</strong> and <strong>Admin</strong>. If your browser locale is set to U.S. English, text will display accordingly.</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.24-22ip5m",
            "title": "Release 3.24",
            "summary": "The 3.24 release introduces a new enhanced sign-in/sign-out flow, the Voice Analysis feature, and various fixes and improvements for email i...",
            "date_modified": "2025-02-10T02:36:04.366Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "398476",
            "content_html": "<p>The 3.23 release introduces several notable features, including <strong>Email Signatures</strong> and a new <strong>Wrap Code tree view</strong>, along with various fixes and security enhancements.</p><h2><br /></h2><h2>Release Schedule</h2><p><strong>London (EU) 🇬🇧 </strong>: 8th November</p><p><strong>Australia (AP) 🇦🇺 </strong>: 12th November</p><p><strong>Oregon (US) 🇺🇸</strong>: 12th November</p><p><strong>North Virginia (US) 🇺🇸</strong>: 12th November</p><p><strong>Cape Town (AF)</strong> 🇿🇦: 14th November</p><p><br /></p><h1>1.1 NEONNOW</h1><h2>1.1.1 Email Signatures</h2><p>Agents now have the ability to create custom email signatures using the familiar rich text editor from the email composer.<br /><br /></p><p><em><img src=\"https://img.announcekit.app/3e60663a1750154fedfdc24077b7760a?s=4950dacc9a2e5dfd29a82d10f2e6b338\" class=\"image-align-left\" style=\"width:81.47%;\" />The Email Signature management modal (desktop).</em></p><p><br /></p><p><strong>Key Features:</strong></p><ul><li>Email signatures can be <strong>automatically inserted</strong> based on agent preference for:<br /><br /><ul><li><strong>Replies</strong></li><li><strong>Forwards</strong></li><li><strong>All Emails</strong><br /><br /></li></ul></li><li><strong>Signatures can be managed in two places:</strong><ol><li><strong>Agent Preferences</strong> (Manage Email Signature)</li><li><strong>Email Editor</strong> (via the Signature button)<br /><br /></li></ol></li></ul><p>To manually insert a signature, click the signature icon and select <strong>Insert Signature</strong>.</p><p><br /></p><h2>1.1.2 Wrap Codes</h2><p>The Wrap Codes experience in <strong>After Call Work (ACW)</strong> has been refreshed for better usability.<br /><br /></p><p><em><img src=\"https://img.announcekit.app/fc58416897970e2334c38d50bba96c17?s=539b7b3c28057073643b94f80fba96e4\" class=\"image-align-left\" style=\"width:62.61%;\" />The new ACW wrap code tree view, and the view switcher.</em></p><p><br /></p><p><strong>What’s New:</strong></p><ul><li>A new <strong>Tree View</strong> lets agents browse wrap codes in a folder-style interface.</li><li>A <strong>toggle button</strong> next to the wrap code dropdown allows switching between list and tree views. The button will show an icon representing the currently selected view.</li><li>UI improvements in <strong>List View</strong> make the interface more space-efficient.</li><li>Hidden folder path 🖿 / for wrap codes not assigned to a folder.</li></ul><h2><br /></h2><h2>1.1.3 General</h2><ul><li><strong>Security enhancements</strong> and additional safeguards have been implemented.</li><li><strong>Agent Preferences</strong> are now organised into categories for easier navigation.</li></ul><p><br /></p><h2>1.1.4 Fixes</h2><ul><li>The <strong>To</strong> field in emails no longer occasionally displays duplicate recipients.</li><li><strong>Text Wrapping</strong>: Attached data links and text will now wrap correctly within the email body.</li></ul><p><br /></p><h1>1.2 Admin</h1><h2>1.2.1 Insights</h2><p>We’ve updated the <strong>Insights Management UI</strong> and added new customisation options for managing users and user types in Insights.</p><p><br /><img src=\"https://img.announcekit.app/e6cdae1eed22a0fb0dabbc4358802130?s=c4174355fc888385b2bfee3c6c9a9c08\" /></p><p><em>The new Insights UI in Admin.</em></p><p><br /></p><p><strong>New Features:</strong></p><p>Admins can now select between:</p><ul><li><strong>Named Users</strong>: Removes the 10-session concurrency limit and uses Amazon Connect agent login names to display reports.</li><li><strong>Service Users</strong>: Continues the functionality from previous releases but now allows the service username to be changed for custom QuickSight user configurations.</li></ul><p><br /></p><h2>1.2.2 General</h2><ul><li>When enabling <strong>Concierge</strong>, admins will now be required to accept the terms and conditions in the third-party <strong>EULA</strong>.</li></ul><p><br /></p><h2>1.2.3 Fixes</h2><ul><li>Admins can now enter email addresses containing a + symbol during the sign-up process.</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.23-2z2Sdy",
            "title": "Release 3.23",
            "summary": "The 3.23 release introduces several notable features, including Email Signatures and a new Wrap Code tree view, along with various fixes and...",
            "date_modified": "2024-10-06T22:16:04.950Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "394348",
            "content_html": "<p>The <strong>3.22 release</strong> introduces a host of new features and enhancements. We’ve simplified the integration of Amazon Connect’s Q and Custom Views features into NEONNOW via NEONNOW Admin. This update also includes JAWS screen-reader support for softphone users and the ability to subscribe to our new North Virginia region through the AWS marketplace.</p><h2><br /></h2><h2>Release Schedule</h2><p><strong>London (EU) 🇬🇧 </strong>: 19th August</p><p><strong>Australia (AP) 🇦🇺 </strong>: 27th August</p><p><strong>Oregon (US) 🇺🇸</strong>: 29th August</p><p><strong>North Virginia (US) 🇺🇸</strong>: 29th August</p><p><strong>Cape Town (AF)</strong> 🇿🇦: 2nd September</p><p><br /></p><h1>1.1 NEONNOW</h1><h2>1.1.1 UI Changes</h2><ul><li><strong>Agent Status</strong> (Desktop &amp; Softphone): The list and selector have been improved for better clarity</li><li><strong>Agent Workspace</strong> (Desktop): We’ve optimised the layout by removing unnecessary space, giving you more visibility of useful information. The column resizing handles now appear as solid grey lines—visually different but functionally the same</li><li><strong>Header</strong> (Desktop): Icons are now smaller to free up space, especially on smaller screens</li><li><strong>Task Modules</strong> (Desktop): Tabs are now left-aligned and titles are hidden. You can hover over a tab to view its title</li></ul><p><br /></p><h2>1.1.2 Widget Modules</h2><p>Widget Modules has been extended to include Amazon Q, Customer Profiles and Custom Views (aka Step-by-Step guides). The widget modules panel can now be used in to modes; snapped to the side of NEONNOW (persisted across all pages) and as a floating window (as per current version). We've also added the following customisability options to the widgets panel:</p><ul><li><strong>Resize</strong> - when snapped (docked), it can be resized horizontally and when floating it can be resized in both orientations</li><li><strong>Close/Open</strong> - the panel can be hidden/closed and can be opened again by clicking the new icon in the header bar (see below screenshot)</li><li><strong>Reset - </strong>the panel will reset to it's default size in both docked and floating modes</li><li><strong>Minimise</strong> - when docked the panel will be shrunk to it's smallest allowed size</li></ul><p><br /></p><h3><img src=\"https://img.announcekit.app/61eeeb910c460c36036b33c4a2168b1c?s=e45a2f7a81500d005de8a8f05b0260e6\" /></h3><p><em>The new widget modules experience on desktop. </em><strong><em>The video may take a few seconds to load, check back soon.</em></strong></p><h3><br /></h3><h3>Softphone</h3><p>On softphone we display widget modules and task modules in the same tabs area. When you switch between tasks and other pages you'll see the task modules appear/disappear depending on the page you're on. Task module tabs will always appear on the left.<br /><br /></p><p><img src=\"https://img.announcekit.app/c75df0e3ce133fdc946805397753a43a?s=c0d7e2906b2378049778ef4f8ea8d368\" class=\"image-align-left\" style=\"width:48.81%;\" /></p><p><em>Widget modules and task modules combined when on a task page</em><br /><br /></p><p><img src=\"https://img.announcekit.app/114edd2dbd6734107811df7281a9e54a?s=08cc0abc6d49fa1602ad1a625c3df775\" class=\"image-align-left\" style=\"width:48.55%;\" /></p><p><em>Widget modules on a non-task page</em></p><p><br /></p><p><em><strong>Note: if you have multiple contacts (tasks) open, all Connect modules (e.g. Amazon Q) will automatically switch context to that contact.</strong></em></p><p><br /></p><p><br /></p><h2>1.1.3 JAWS Support (Softphone)</h2><p>We’ve enhanced accessibility by adding full support for the <a href=\"https://www.freedomscientific.com/products/software/jaws/\" rel=\"noopener noreferrer\" target=\"_blank\">JAWS screen reader</a> in the NEONNOW <strong>softphone</strong>. This update ensures that visually impaired users can navigate and use the softphone with greater ease and efficiency.</p><h2><br /></h2><h2>1.1.4 General</h2><ul><li>New architectural changes to ensure zero-downtime deployments and seamless updates, enhancing overall system reliability and user experience</li><li>Wrap code folders and are now searchable in the list of wrap codes in an interaction and in ACW</li><li>A new contact attribute for wrap code folder is added to a contact when closing an interaction</li><li>Click-to-call (phone number links) now align seamlessly with the dialpad. If you’re already on a call or in a conference, you’ll receive a prompt before proceeding, preventing any immediate call drops</li></ul><p><br /></p><h2>1.1.5 Fixes</h2><ul><li>The away timer will now always start from 0, ensuring accurate tracking from the moment you go away</li><li>Agent task reference links will now display properly when creating tasks</li><li>Agent task reference links will now correctly open in a new tab even when the link does not have <strong>http</strong> or <strong>https</strong></li></ul><h1><br /></h1><h1>1.2 Admin</h1><h2>1.2.1 Widget Modules</h2><p>You can continue to add widget modules from any source, but now have a new option to specifically add Amazon Connect modules. <strong>Connect modules can only be added once.</strong></p><p>Access modules in <strong>Contact Centre &gt; Customisation &gt; Modules.</strong></p><p><strong><br /><img src=\"https://img.announcekit.app/0161907849875ceb8385c55eba165697?s=437aa1e2c308cf94f22cbf2c494dd93e\" style=\"width:61.53%;\" class=\"image-align-left\" /></strong></p><p><em>The new add/edit widget module interface</em></p><p><br /></p><h2>1.2.2 Contact Centre Health</h2><p>You can now track aspects of the health of your contact centre in your contact centre summary page. There are two health measurements:</p><ul><li><strong>Contact Centre Application: </strong>reports on whether y<span style=\"text-align:start;\">our contact centre application is accessible at its URL</span></li><li><span style=\"text-align:start;\"><strong>AWS Service Integration: </strong>reports on whether your contact centre has access to<strong> </strong>t<span style=\"text-align:start;\">he IAM role created during your account setup</span></span></li></ul><p><span style=\"text-align:start;\"><span style=\"text-align:start;\">These will either show a green tick or a red cross depending on whether each measurement is healthy or not.</span></span></p><p><span style=\"text-align:start;\"><span style=\"text-align:start;\"><img src=\"https://img.announcekit.app/f51408364162fb2d1eeb3fd42d1a7770?s=710a4d389d37b1fdc97f00a0707a05fe\" class=\"image-align-left\" style=\"width:65.19%;\" /></span></span></p><p><em>Contact centre health when all measurements are healthy</em></p><p><br /></p><h2><span style=\"text-align:start;\"><span style=\"text-align:start;\">1.2.3 Hidden BCC Recipients for Outbound Email</span></span></h2><p><span style=\"text-align:start;\"><span style=\"text-align:start;\">You can now add hidden recipients to outbound emails, e.g. if you wanted to receive emails to an auditing address. Access this setting in <strong>Contact Centre &gt; Channels &gt; Email. </strong><em>Agents cannot see these recipients</em>.</span></span><strong><br /></strong></p><p><span style=\"text-align:start;\"><span style=\"text-align:start;\"><strong><em>Get in touch with your account manager today to find out how you can power up your contact centre with email.</em></strong></span></span></p><p><br /></p><h2>1.2.4 Security Enhancements</h2><ul><li>After 8 hours of being idle you'll be prompted to continue your user session (a warning popup will appear), otherwise you'll automatically be signed out</li><li>Users who are removed from your organisation will be signed out within 5 minutes</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.22-1YDOMM",
            "title": "Release 3.22",
            "summary": "The 3.22 release introduces a host of new features and enhancements. We’ve simplified the integration of Amazon Connect’s Q and Custom Views...",
            "date_modified": "2024-08-12T23:28:42.516Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "391412",
            "content_html": "<p>The <strong>3.21.3 patch release</strong> adds a re-designed link editor for emails in NEONNOW and fixes a small issue with invited users in Admin.</p><p><br /></p><h2>Release Schedule</h2><p><strong>London (EU) 🇬🇧</strong>: 10th July - AM (AEDT)</p><p><strong>Australia (AP) 🇦🇺</strong>: 10th July - PM (AEDT)</p><p><strong>Oregon (US) 🇺🇸</strong>: 11th July - AM (AEDT)</p><p><strong>North Virginia (US) 🇺🇸</strong>: 11th July - AM (AEDT)</p><p><br /></p><h1>NEONNOW</h1><p>We've updated, improved and fixed issues with the link editor when writing emails. </p><p><br /></p><h2>Fixed</h2><ul><li>Hyperlinks will now display correctly in emails after being sent.</li><li>You can edit and remove links even when the rich text toolbar is closed.</li></ul><p><br /></p><h2>Changed</h2><ul><li><strong>Removed:</strong> Automatic linking (text becoming links automatically).</li><li>Clicking anywhere on a link now opens the editor; double-clicking is no longer necessary.</li><li>Links without a URL/address are no longer allowed. Saving an empty link will remove it.</li><li>The cursor will now appear as a normal text cursor instead of a hand pointer.</li><li>Links can be removed directly from the edit menu, eliminating the need to click the toggle link icon.</li><li>Links will prefill if the highlighted or clicked text block is a valid URL or email address, eliminating the need to type the entire address manually.</li><li>\"mailto:\" will be automatically added to new links for valid email addresses, allowing customers to click an email to open their email client.</li><li>Saving a link in the format \"google.com\" will automatically add \"https://\" to the beginning upon saving.</li></ul><p><br /></p><p><img src=\"https://img.announcekit.app/6439424be68b053285d742aaaf01699b?s=c8d287ba4c95ed04c2a06bebe1d5ef70\" style=\"width:86.16%;\" class=\"image-align-left\" /></p><p><em>The link editing experience on desktop</em></p><p><br /></p><h1>Admin</h1><h2>Fixed</h2><ul><li>Users with a \"+\" in their email address can now successfully accept invitations and join.</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.21.3-patch-4u8HpC",
            "title": "Release 3.21.3 Patch",
            "summary": "The 3.21.3 patch release adds a re-designed link editor for emails in NEONNOW and fixes a small issue with invited users in Admin.   Release...",
            "date_modified": "2024-07-08T03:12:41.183Z",
            "tags": [
                "fix",
                "announcement"
            ]
        },
        {
            "id": "386700",
            "content_html": "<p>The new <strong>3.21 release</strong> introduces many performance and reliability improvements, as well as a multitude of fixes and our brand new enhanced messaging feature. We've improved custom schedules, operational parameters and user management for admins in NEONNOW Admin.</p><p><br /></p><h2>Release Schedule</h2><p><strong>London (EU) 🇬🇧 </strong>: 23rd May</p><p><strong>Oregon (US) 🇺🇸</strong>: 27th May</p><p><strong>North Virginia (US) 🇺🇸</strong>: 29th May</p><p><strong>Australia (AP) 🇦🇺 </strong>: 30th May</p><p><br /></p><h1>NEONNOW<br /><br /></h1><h2>General</h2><ul><li>Improvements to reliability of interactions, including accepting and closing</li><li>Improvements to UI performance for emails, chat messages and interaction outcome notes</li><li>Small visual changes to the enhanced logging preference and added a new performance heartbeat log that logs every 5 seconds when enabled</li></ul><p><br /></p><h2>Fixes</h2><ul><li>In ACW, the interaction outcomes accordions on softphone are now open by default</li><li>Customer profiles no longer infinitely show a loader when the profile doesn't exist</li><li>When reloading the page with a task and a customer profile, the profile will now always display</li><li>Can no longer accidentally create multiple agent tasks by clicking the button quickly</li><li>Visual fix for warning messages in dialpad having no background colour and reduce icon size</li><li>Sometimes incoming chats, tasks and emails would not appear when channel blending was on and a call was in progress</li><li>Softphone: when having an active task and active call at the same time trying to close the task can lead to a stuck state</li><li>Interaction outcomes (wrap codes &amp; notes) no longer copy between tasks. Each task will correctly show its own code and notes when switching between tasks</li><li>Having a disabled microphone will no longer show an error toast message</li><li>When ACW is turned off and you transfer a task, email or chat an error message will no longer be displayed</li><li>Attached intents now correctly have a grey background</li><li>Conferences - names and phone numbers will now correctly show a ... when on small screens</li><li>Conferences - the join button will now join everyone, including the agent</li><li>Softphone/Create SMS - when receiving an incoming task, the content is no longer cleared</li><li>The templated responses popup no longer gets cut off on some screen sizes</li><li>Softphone - call history is not correctly spaced</li></ul><p><br /></p><h1>Admin<br /><br /></h1><h2>General</h2><ul><li>Visual refresh for all wizards. More available space and better scrolling. Smaller titles and subtitles</li><li>All dropdown lists with queues are now in alphabetical order</li><li>All dropdown lists with queues now have a refresh button to fetch the latest queues<br /><br /></li></ul><p><img src=\"https://img.announcekit.app/988ee7e109016d3db4674092f153453d?s=4cccb9cab6525ef4af72664f98385fd5\" class=\"image-align-left\" style=\"width:80.61%;\" /></p><p><em>The new Admin wizard UI experience, showing setting up an external messaging provider for enhanced messaging.</em></p><p><br /></p><h2>Users</h2><ul><li>Admins can now re-invite other admins</li><li>You can now see an \"active\" or \"invited\" status for each admin user</li><li>All password input fields (forgot password etc.) are now consistent with a confirm password field</li><li>Stricter admin password requirements (14 characters, one upper, one lower and one symbol)</li><li>General improvements and fixes for sign in screens, such as reset password, sign in and sign up</li></ul><p><br /></p><h2>Custom Schedules</h2><ul><li>Visual fixes and improvements for custom schedules</li><li>A new option for \"View Dates\" has been added in to the action menu for a custom schedule</li><li>Improvements to performance when retreiving custom schedules from contact flows</li></ul><p><br /></p><h2>Operational Parameters</h2><ul><li>New: Operational parameters can now be multiple queues </li><li>Selected table rows no longer resets in operational parameters when one is saved or edited</li><li>Improvements to performance when retreiving operational parameters from contact flows</li><li>When editing a parameter of value \"0\" it will now correctly display and not show an empty value field</li><li>True/false parameters will now correctly show as \"true\" and \"false\" which is what's returned to contact flows</li><li>Performance improvements when loading the list of operational parameters on the admin management page</li><li>Fixed an issue where the operational parameter name field would sometimes clear when adding or editing a parameter</li><li>Opening a create operational parameter window after editing or adding one previously, will now show the correct (or empty) content<br /><br /></li></ul><p><img src=\"https://img.announcekit.app/9e07c84fe9b3c32552c3289ef6faf089?s=895f41ad82849ee4a7ba9f30f36acd44\" class=\"image-align-left\" style=\"width:51.27%;\" /></p><p><em>Selecting multiple queues in Operational Parameters</em></p><p><br /></p><h2>Fixes</h2><ul><li>Clicking rich text controls would do nothing when adding or editing templated responses </li></ul><p><br /></p><h1>New Features<br /><br /></h1><h2>Enhanced Messaging</h2><p>We're launching our new enhanced messaging feature! This adds rich text, attachments and more for Amazon Connect web chat and support for third party channels, such as WhatsApp, FaceBook Messenger and more.</p><p>If you or your contact centre could benefit from this, please reach out to your account manager for more information.</p><p>In addition, we've improved our general chat user experience with:</p><ul><li>A dynamic chat text field that grows as you type</li><li>Better indication for each type of chat</li><li>Notifications for new chat messages</li><li>Red dot indicators for chats with new messages</li><li>Improved messaging UI<br /><br /></li></ul><p><img src=\"https://img.announcekit.app/71f2acb2eb715fd069097619ac98654d?s=058556d952d14348ffad95c6853712fe\" class=\"image-align-left\" style=\"width:80%;\" /></p><p><em>A FaceBook messenger chat experience in NEONNOW, with unread message notifications.</em></p><p><br /></p>",
            "url": "https://changes.neonnow.ai/release-3.21-2zYCqc",
            "title": "Release 3.21",
            "summary": "The new 3.21 release introduces many performance and reliability improvements, as well as a multitude of fixes and our brand new enhanced me...",
            "date_modified": "2024-05-22T04:07:02.397Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "382573",
            "content_html": "<p><span style=\"text-align:start;\">The version <strong>3.20 patch</strong> introduces a collection of additional features and fixes on top of the previously released version 3.20, including our new multi party conference feature and lots of fixes and improvements.</span></p><p><br /></p><h1>1.1 NEONNOW</h1><h2><span>1.1.1 General</span><span>:</span></h2><ul><li><span>Agents now have the ability to cancel outbound calls or callbacks while they're connecting. Previously, they had to wait until a call timed out or was rejected before closing the interaction.</span><span><br /></span></li><li><span>Hold badges now include a timer for both calls and conferences (transfers).</span></li><li><span>Wrap codes in interactions and After Call Work (ACW) are now conveniently arranged in alphabetical order within the dropdown menu.</span></li><li><span>Dialpad, directory, and transfer to queue modals now allow transfers even after a call has ended in the background.</span></li><li><span>Various reliability improvements.</span></li></ul><p><span> </span><span> </span></p><h2><span>1.1.2 Conferencing</span><span>:</span></h2><p><span>We're excited to introduce our new multi-party conferencing feature, enabling up to six members to join a conference call. Administrators, please contact your account manager to learn how to enable this feature for your contact centre.</span><span> </span></p><h3>General Changes</h3><ul><li>Conference controls for each conference participant are always visible</li><li>Join/Swap buttons are no longer inside the call controls footer, but float at the bottom of the task (see screenshot below)</li><li>Live/hold/connecting badges are always icon-only, we no longer show a text label</li><li>Slight tweaks to each participant row UI</li></ul><p><br /></p><h3><img src=\"https://img.announcekit.app/afc722e9e81a736a67776e17a5ef6bc6?s=7f39827324b3d30234c227b17892d469\" class=\"image-align-left\" style=\"width:21.06%;\" /></h3><p><em>The new join/swap buttons/UI on desktop</em></p><p><br /></p><h3><span>Contact Centres With Multi-party <u>D</u><strong><u>isabled</u></strong></span></h3><p><span><img src=\"https://img.announcekit.app/5f6d5371c49991c7d8192b6efbacb094?s=02df1b5b9bb67bd08ff63e13ad1b01d2\" class=\"image-align-left\" style=\"width:55.75%;\" /></span></p><p><em>Transfers/conference on desktop, with multi party disabled</em></p><p><br /></p><p><img src=\"https://img.announcekit.app/8dcde03996cc8c4b90ccc5c39bb04c81?s=febb63cb8efa1cad60c46eb6c77b388e\" class=\"image-align-left\" style=\"width:20.26%;\" /></p><p><br /></p><p><em>Transfers/conference on softphone, with multi party disabled</em></p><p><br /></p><h3>Contact Centres With Multi-party <u>Enabled</u></h3><ul><li><span>The current agent will now be visible within the conference.</span></li><li><span>All participating agents will have access to the conference view and can manage all conference members. Previously, additional agents would only see a call.</span></li><li><span>UI enhancements.</span></li><li><span>Support for up to six participants (including the agent), via phone number, queue, or direct transfer to agent. See screenshot for details.</span></li></ul><p><span> <img src=\"https://img.announcekit.app/e0a3cf101d66eaddd857264c0f656bc4?s=8602d1c4aea74ac6a7204be1243bfe93\" class=\"image-align-left\" style=\"width:53.13%;\" /></span></p><p><span><em>Transfers/conference on desktop, with multi party enabled</em></span></p><p><br /></p><p><span> <img src=\"https://img.announcekit.app/8789b71e6f80be01bf754a21de86f3b4?s=ab2913ce7fe986ce694ffc9379eefa0b\" class=\"image-align-left\" style=\"width:20.15%;\" /></span></p><p><span><em>Transfers/conference on softphone, with multi party enabled</em></span></p><p><br /></p><p><br /></p><h2><span>1.1.3 Email</span></h2><ul><li><span>Agents can now reply to all recipients on email tasks.</span></li><li><span>Email tasks now display all 'to' and 'cc' recipients, not just the main recipient.</span><span><br /></span></li><li><span>When replying or forwarding an email, the agent cursor now starts at the beginning of the email editor.</span></li><li><span>General improvements have been made to enhance email functionality.</span></li></ul><p><span> </span></p><p><span> </span></p><h2><span>1.1.4 Fixes</span></h2><ul><li><span>Fixed an issue where outbound calls would trigger an incoming call notification.</span></li><li><span>Corrected ACW interaction duration and displayed times.</span></li><li><span>Fixed an issue where the \"today\" filter sometimes failed to display interaction history for the current day.</span></li><li><span>Fixed formatting issue where new lines were not displayed correctly in emails.</span></li><li><span>Fixed an issue where the agent's away timer did not reset to zero.</span></li><li><span>Softphone: The transfer to queue modal will now consistently close upon transfer.</span></li></ul><p><span> </span></p>",
            "url": "https://changes.neonnow.ai/release-3.20-patch-20HXvG",
            "title": "Release 3.20 Patch",
            "summary": "The version 3.20 patch introduces a collection of additional features and fixes on top of the previously released version 3.20, including ou...",
            "date_modified": "2024-04-23T03:32:06.243Z",
            "tags": []
        },
        {
            "id": "375146",
            "content_html": "<p><span style=\"text-align:start;\">Version <strong>3.20</strong> introduces a range of features and enhancements for NEONNOW, as well as several fixes that span across both NEONNOW and Admin.</span></p><p><br /></p><h1>1.1 NEONNOW<br /><br />1.1.1 Softphone - Modal Windows</h1><p><span style=\"text-align:start;\">Softphone modals have undergone improvements to align more consistently with their desktop counterparts, providing enhanced clarity to indicate when the modal is open atop page content. A dark backdrop has been incorporated, allowing users to close the modal by clicking on it. Additionally, agents can no longer change the page or task while a modal is active.</span><br /><br /></p><p><img src=\"https://img.announcekit.app/ffb5f265eceaf1815ce0d7080f68ae48?s=012f35815ef32773a04e8008c5628150\" class=\"image-align-left\" style=\"width:25.44%;\" /></p><p><em>An example of a new softphone modal</em></p><h2><br />1.1.2 Softphone - Templated Responses</h2><p><span style=\"text-align:start;\">Prior to version 3.19, templated responses were presented in a popover menu, mirroring the desktop interface. This release transitions this display to a full-page modal, offering an improved user experience for more efficient searching and application of templates.</span><br /><br /></p><p><img src=\"https://img.announcekit.app/5d5de54fc49e978e8352581512cb47e9?s=83da2365d416b6952a3925476a21a884\" class=\"image-align-left\" style=\"width:25.55%;\" /><br /><em>Inserting a templated response in a chat or email<br /></em><br /><br /><strong>1.1.2.1 Outbound SMS</strong></p><p>For Outbound SMS, templated responses will instead appear inside the Outbound SMS modal, with a back button to go back to the SMS that is being composed.<br /><br /></p><p><img src=\"https://img.announcekit.app/f0e91749055f0772a413973bb54d57c7?s=918aa5155b05c1eb6a105feb3e8a14b3\" class=\"image-align-left\" style=\"width:24.32%;\" /></p><p><em>The Outbound SMS softphone modal</em><br /><br /><br /></p><p><img src=\"https://img.announcekit.app/15d39303feff2b0354641bb2cde2b96c?s=a11710649a37a0dfe24b18e772d68c43\" class=\"image-align-left\" style=\"width:23.84%;\" /></p><p><em>Inserting a templated response in an Outbound SMS</em></p><p><br /></p><h2>1.1.3 General Improvements and Enhancements</h2><ul><li><span style=\"text-align:start;\">Phone number input fields will now automatically default to the correct country based on your contact centre region, unless the agent has previously selected a different country.</span></li><li>Queues are now searchable when transferring an interaction to a queue</li><li>Contact centre admins can now manage users from softphone, by accessing the desktop shortcut in the navigation menu </li></ul><h2><br />1.1.4 Fixes</h2><ul><li>Visual fixes for fixed softphone mode</li></ul><h3><br /></h3><h1>1.2 Admin</h1><h2>1.1.1 Fixes</h2><ul><li>The <em>Task Modules </em>learn more link now points to the correct help docs page</li></ul><p><br /></p><h1>1.3 General</h1><ul><li>Infrastructure improvements across the entire product</li></ul><h1><br /><br /></h1>",
            "url": "https://changes.neonnow.ai/release-3.20-1XaNwY",
            "title": "Release 3.20",
            "summary": "Version 3.20 introduces a range of features and enhancements for NEONNOW, as well as several fixes that span across both NEONNOW and Admin. ...",
            "date_modified": "2024-02-13T00:56:36.007Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "373129",
            "content_html": "<p>Our latest release, <strong>3.19, </strong>has new NEONNOW features and improvements, such as the new <em>Flexible Workspace </em>and small changes to the<em> </em>agent task list<em> to improve the use of space.</em> </p><p>We've also got a handful of Admin fixes and improvements, with minor changes to Operational Parameters and <span style=\"text-align:left;\">more granular control over call recording controls.</span></p><p><br /></p><h1>1.1 NEONNOW<br /><br /></h1><h2>1.1.1 Flexible Workspace</h2><p>If your administrator has configured the flexible workspace and added <em>Task Modules </em>to your contact centre, you'll see tabs in the agent workspace (desktop) or a new drawer at the bottom of tasks (softphone). The contents of these modules is dependent on what's been set up by your administrator, with the screenshot below an example.</p><p>On Softphone, the flexible workspace drawer (see below) can be pinned or minimised. Pinning the drawer means it will be open by default when switching between tasks or on new inbound/outbound interactions.</p><p><img src=\"https://puu.sh/JZqZJ/cab4a474b6.png\" class=\"image-align-left\" /></p><p><em>Flexible Workspace on desktop, with an additional \"Q Assistant\" module/tab.</em></p><p><br /></p><h2><img src=\"https://img.announcekit.app/48b2d55010090afe36358f71fc433698?s=0e439cd44a13492d5ae78c92df9b5812\" class=\"image-align-left\" style=\"width:35.52%;\" /></h2><p><em>Flexible Workspace on softphone, with multiple workspace modules/tabs.</em></p><p><br /></p><h2>1.1.2 General Improvements and Enhancements</h2><h3>Workspace Task List (Desktop)</h3><p>We've improved the task list on desktop. We've made tasks smaller, reduced the spacing to fit more content and given task icons a background to make them visually clearer. <em>Note. the functionality is exactly the same as before.</em></p><p><br /></p><p><img src=\"https://img.announcekit.app/b24be626c6a95a9f280dda9851662abf?s=9f528f50ef82255ffbf1c4b37d41fbad\" class=\"image-align-left\" style=\"width:32.61%;\" /></p><p><em>Desktop agent workspace task list</em></p><h3><br /></h3><h3>Task Previews (Softphone)</h3><p>In 3.19, there are new task previews when hovering over tasks in the task list and more detail in the list of tasks in the overflow menu. This will make it easier to see information about tasks without needing to click and view it.</p><p><br /></p><p><img src=\"https://img.announcekit.app/9ffda5f0e2dfdff12936566ed67c797d?s=3524322c84bb4fa178240eeb033e6a20\" class=\"image-align-left\" style=\"width:35.76%;\" /></p><p><em>The overflow menu for tasks on softphone</em></p><p><br /></p><p><em><img src=\"https://img.announcekit.app/f9d970dde24533d1200e26da9d01cc45?s=fb573bc2e697725980a77a47f8bafda1\" class=\"image-align-left\" style=\"width:34.3%;\" /></em></p><p><em>More task information when hovering over tasks in the sidebar</em></p><h3><br /></h3><h3>User Management</h3><p>We've re-worked user management in admin settings on NEONNOW. Delete confirmations modals are now consistent with other NEONNOW modals and we've fixed some visual bugs.</p><p><br /></p><h1>1.2 Admin<br /><br /></h1><h2>1.2.1 Task Modules (Flexible Workspace)</h2><p>We've extended task modules in Admin to now include <em>Task Modules</em>, which are used to display content to agents during interactions, directly in the workspace (see Flexible Workspace above for agent-side).</p><p>Task modules display a URL of your choice in an iframe. See the help docs for more information.</p><p>You can find modules under your <strong>contact centre &gt; Customise &gt; Customisation &gt; Modules.</strong><br /><br /></p><p><strong><img src=\"https://img.announcekit.app/6bd96e6daf25bde166f017f007de1a90?s=5e88201da03f0890167070d5f041f309\" class=\"image-align-left\" style=\"width:51.88%;\" /></strong></p><p><em>Creating a new task module in Admin</em></p><p><br /></p><h2>1.2.2 Call Recording Controls</h2><p>Call recording controls have been extended in Admin to provide additional granularity when customising what your agents can do and see. You can now set the controls to be pause only/stop only or continue to allow all controls. You can override the feature settings in your Amazon Connect contact flows using a contact attribute.</p><p>See the help docs for more information.<br /><br /></p><p><em><img src=\"https://img.announcekit.app/3340532698b29dd273b01e721fa82e44?s=54116fd0f555b3d80ffee9a4f907c53e\" style=\"width:80.24%;\" class=\"image-align-left\" /></em><br /><em>Call recording controls configuration in Admin</em></p><p><br /></p><h2>1.2.3 Operational Parameters</h2><p>We've made a few quality-of-life changes to operational parameters:</p><ul><li>You can now request up to <strong>10 </strong>parameters, up from 5</li><li>The response payload has changed, that you use in your Amazon Connect contact flows when retrieving operational parameters. Please see the operational parameter help docs guide for more information </li></ul><p><br /></p>",
            "url": "https://changes.neonnow.ai/release-3.19-2wkRgI",
            "title": "Release 3.19",
            "summary": "Our latest release, 3.19, has new NEONNOW features and improvements, such as the new Flexible Workspace and small changes to the agent task ...",
            "date_modified": "2024-01-23T23:52:03.007Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "362343",
            "content_html": "<p>Our latest release, <strong>3.18,</strong> is mostly admin-oriented, with additional contact centre customisation for modules, CRM integration, better support for our Concierge product and security enhancements.</p><p>We have <strong>rebuilt our help documentation, </strong>with changes making their way into NEONNOW and Admin. Old help content links will continue to work for now, however, there will be a subsequent release to decommission the old help website.</p><p>We've also got a handful of NEONNOW fixes and improvements, including an improved agent experience when customers disconnect from 3-way conference calls.</p><h1><br /></h1><h1>1.1 New Help Documentation</h1><p>We've rebuilt our help documentation from the ground up! It's quicker and easier to use. You can find them at <a href=\"https://docs.cw-neon.com\" rel=\"noopener noreferrer\" target=\"_blank\">docs.cw-neon.com</a>. We'll continue to have the old help site up and running for a while, but we'll be bringing it offline in the not-too-distant future.</p><p><em>What are some of the key changes?</em></p><ul><li>Any previous links you may have bookmarked or referred back to will no longer work. The new docs use brand-new URLs</li><li>The way you search the docs has changed. There's more information about what matched your search query in the results</li><li>The URL has changed to the above. <a href=\"//help.cw-neon.com\" rel=\"noopener noreferrer noopener noreferrer\" target=\"_blank\">help.cw-neon.com</a> will work for now, but we'll be bringing it offline</li><li>We've reorganised the docs. We now have clearer sections and better categorisation</li><li>A new FAQ section <em>(Not available in the first release)</em></li><li>Most of the screenshots have been updated and/or improved</li><li>New, specific content for softphone</li><li>Our docs homepage no longer has links to categories. Instead, once you've selected <em>admin</em> or <em>agent</em>, you'll find the categories and pages in the left navigation bar</li></ul><p><br /></p><h1>1.2 NEONNOW<br /><br /></h1><h2>1.2.1 Help Links</h2><ul><li>All help links across NEONOW have changed to go to the new help docs (see 1.1 above)</li><li>We have <strong>removed </strong>page-specific help links from the header bar. Instead, the help icon will always go to <a href=\"//docs.cw-neon.com\" rel=\"noopener noreferrer noopener noreferrer noopener noreferrer\" target=\"_blank\">docs.cw-neon.com</a><br /><br /></li></ul><h2>1.2.2 General Improvements and Enhancements</h2><h3>Custom Reports</h3><p>If you are a contact centre admin with <strong>Insights &gt; Custom Reports</strong> enabled, you'll see a pencil/paintbrush icon. <img src=\"https://img.announcekit.app/0a8050ab53f9c3e3a897fe70356d6101?s=95a62cee4b46ad73735272a7f92eb2e7\" style=\"width:8.73%;\" /></p><p><em>Reports navigation options in NEONNOW desktop.</em></p><p>In 3.17 and below, this would show a custom reports landing page, with a link to view &amp; manage insights reports. In 3.18, this navigation option now takes you directly to the same link -- <strong>the page that used to be shown has been <em>removed</em></strong>. This makes it quicker to manage your custom reports.</p><h3><br />Conferences</h3><p>We've overhauled and made big improvements to calls that used to be conferences, i.e. when a customer or transferee disconnects from a conference call. Previously, when a customer disconnected, you would see yourself in a call, but various buttons would be hidden or you'd get unexpected behaviour</p><p><em>When the customer disconnects from the conference:</em></p><ul><li>We show all previous call actions, but disable and mark the ones that can't be used (instead of hiding)</li><li>Dialpad operations will now correctly display information or prevent you from transferring, instead of the previous behaviour of showing a generic error notification</li></ul><p><em>When the transferee disconnects from the conference:</em></p><ul><li>Will now act correctly like a call, with all actions available, including transferring</li></ul><p><br /></p><h3>Dialpad &amp; Outbound Calls</h3><p>If an inbound call lands while the dialpad is open, we'll now prevent you from making an outbound call until the task is handled. This improves on previous behaviour where you'd see the call dialling, but then receive an error notification.<br /><br /></p><p><img src=\"https://img.announcekit.app/99dfeb2283a1179d2bb1300e56ebb674?s=92ba6021ddd66f34d3d4f90cfd96926e\" style=\"width:85.7%;\" /><em>Dialpad UI when an incoming call is received while the dialpad is open.</em></p><p><br /></p><p><strong>We've also improved the general reliability of making outbound calls when already in an interaction. </strong></p><p><br /></p><h2>1.2.3 Fixes</h2><ul><li>When you have an incoming task, all areas of NEONNOW remain clickable</li><li>Directory contact notes will now correctly display empty lines</li><li>Footer actions in the email editor will now display as intended</li><li>General fixes and improvements for customer profiles</li></ul><p><br /></p><h1>1.3 Admin<br /><br /></h1><h2>1.3.1 Module Management</h2><p>NEONNOW has had module support for a while, with the ability for CloudWave to add landing pages, embedded pages and widgets to your contact centre. With this release we're giving more control to contact centre admins, giving them the ability to add their custom modules through the admin app.</p><p>You can add three different types of modules, each displaying content in a different way in NEONNOW:</p><ol><li><strong>Landing Page Modules: </strong>Pages with graphics, text and a link, accessed from the contact centre sidebar.</li><li><strong>Widget Modules</strong>: Content displayed in the floating widgets panel, accessible at any time. </li><li><strong>Page Modules: </strong>A full page with embedded content, accessed from the contact centre sidebar.</li></ol><p>You can find modules under your <strong>contact centre &gt; Customise &gt; Customisation &gt; Modules.</strong><br /><br /></p><p><strong><img src=\"https://img.announcekit.app/f0ebdf3cd491d45607a602f058c4df7f?s=4c2dccb4c624cace8da7377f34aff4b8\" class=\"image-align-left\" style=\"width:91.39%;\" /></strong></p><p><em>The Admin modules list page.</em></p><p><br /></p><h2>1.3.2 CRM Adapter Configuration</h2><p>We've added a new page under Integrations for your contact centre, <em>CRMs. </em>Admins can now add links to their own CRM adapters for <strong>SalesForce</strong>, <strong>Microsoft Dynamics</strong> and <strong>ServiceNow, </strong>giving the ability to set up NEONNOW integration into a company CRM.</p><p><strong>Amazon Connect customer profiles configuration has been moved to this page.</strong><br /><br /></p><p><img src=\"https://img.announcekit.app/95d9fbe6e9e55b0b3fbc3828fbc0b739?s=43594ab61054782bf9949d92f9527f71\" class=\"image-align-left\" style=\"width:91.03%;\" /></p><p><em>The CRM configuration page.</em></p><p><br /></p><h2>1.3.3 Concierge</h2><p><a href=\"https://www.neonnow.io/concierge\" rel=\"noopener noreferrer\" target=\"_blank\">Concierge</a> is a product that we offer that provides<strong> automation to delight both agents and customers</strong>. For the first time since launch, we now offer direct integration with your contact centre billing, when billed through <em>AWS marketplace</em>. You'll be able to create a new Concierge organisation directly through admin and billing will happen automatically with no further configuration.</p><p><em>If you have <strong>previously been set up with Concierge</strong>, this feature will not be enabled for you in Admin and you have <strong>no need</strong> to enable this as billing will already be configured.</em></p><p>You'll find the new Concierge feature section in your <strong>contact centre &gt; Customise &gt; Features &gt; Concierge.</strong><br /><br /></p><p><img src=\"https://img.announcekit.app/1855d182bcc07b6c3946b37bc6698383?s=5a96be848219385d8cd26906fa2b23c5\" class=\"image-align-left\" style=\"width:85.7%;\" /></p><p><em>The welcome to Concierge modal window after Concierge has been enabled.</em></p><p><br /></p><h2>1.3.4 General Improvements and Enhancements</h2><ul><li>A number of security improvements</li><li>Updated help links to the <a href=\"https://docs.cw-neon.com/\" rel=\"noopener noreferrer\" target=\"_blank\">new help documentation</a></li><li>An updated support link, to our <a href=\"https://support.cloudwave.com.au/\" rel=\"noopener noreferrer\" target=\"_blank\">new support portal</a>. <em>Ensure your bookmarks are updated, old links will no longer work</em></li><li>We have simplified the way we set up customer profiles, meaning new contact centres are created faster </li><li>Added <em>Learn More </em>links to features in the <strong>contact centre &gt; Customise &gt; Features</strong> page</li></ul><p><br /></p><h2>1.3.5 Fixes</h2><ul><li>Text colour of <em>Archived </em>status on contact centres</li><li>Added breadcrumbs on the Operational Parameters configuration page when there are no operational parameters created</li><li>You no longer have to click outside of input boxes before you can click <em>Save </em>in some places, such as Point of Contact in Organisation</li></ul><p><br /></p><h1><br /></h1>",
            "url": "https://changes.neonnow.ai/release-3.18-1TxRwA",
            "title": "Release 3.18",
            "summary": "Our latest release, 3.18, is mostly admin-oriented, with additional contact centre customisation for modules, CRM integration, better suppor...",
            "date_modified": "2023-11-17T01:18:51.438Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "357064",
            "content_html": "<p style=\"text-align:left;\">Release 3.17 features external directories with Microsoft Azure / Teams integration, an improved phonebook experience, Outbound Preview dialling and more.</p><p style=\"text-align:left;\"><strong><u>This release comes with several important <em>visual changes</em> and as such, we recommend you understand and share these changes where necessary. </u></strong></p><h1><br /></h1><hr class=\"read-more-break\" /><h1><br />1.1 External Directories, Improved Phonebook and Dialpad  <br /><br /></h1><p><img src=\"https://img.announcekit.app/c744da23301bc19910145b72070c1bdc?s=8d3a52a9fa3dc2c012ac9a7deb9d7f84\" class=\"image-align-left\" /></p><p><em>(Desktop) The new directory and dialpad experience (<strong>the animation may take a few seconds to load</strong>)</em><br /><br /></p><p><img src=\"https://img.announcekit.app/93b1d69060295e5a6cdf2c374cfaffc1?s=c1beba583649dbcbeb761bb1bd45bbe1\" class=\"image-align-left\" style=\"width:27.69%;\" /></p><p><em>(Softphone) The new directory and dialpad experience (<strong>the animation may take a few seconds to load</strong>)</em></p><p><br /></p><h2>1.1.1 Improved Directory (phone book)</h2><p style=\"text-align:left;\">We’ve improved the directory in NEONNOW. Some of the key changes are:       </p><ul><li>(Desktop) directory is now a fixed drawer at the side of the screen and can no longer be moved. It’s now larger so you’ll be able to see more contacts at a time<br /><br /></li><li>Directory icon - it’s now a phonebook instead of two people<br />                        </li><li>Contacts no longer have a Company field. We’ve added job title and more generic notes instead. Any contact that had a company will now have their notes set to the company specified<br />                        </li><li>Agents have moved to their own tab within directory<br />                        </li><li>We've renamed <em>Company</em> to <em>Organisation</em>. This is where you’ll find all admin-created and external directory contacts<br />                        </li><li>A new popup menu for contacts, that allows you to view all their information from the list. This is opened by clicking on the coloured contact circle<br />                        </li><li>Contacts are no longer called using the phone icon. Instead, you can simply click the phone number on the contact entry to call them<br />                                                  </li><li>Contacts are no longer edited by clicking the pencil icon. Now, click the 3-dot action menu next to the contact and click Edit<br />                        </li><li>An improved add/edit experience for personal and organisation contacts<br />                        </li><li>Dialpad has been <strong>removed</strong>from directory. You’ll find it in its own section by:<ul><li>(Desktop) Clicking the <strong>new</strong> dialpad icon in the NEONNOW <strong>header</strong></li><li>(Softphone) Clicking the <strong>new</strong> dialpad icon in the NEONNOW <strong>sidebar</strong><br /><br /><span style=\"text-align:left;\"><em>See visual changes below and additional dialpad changes section</em></span></li></ul></li></ul><p><br /></p><h2>Visual Changes</h2><p style=\"text-align:left;\">A before and after of some of the changes.<br /><br /></p><p style=\"text-align:left;\"> <img src=\"https://img.announcekit.app/63b06d47d3af675cc03ead8a8cdf5ba1?s=4d8d7c5046c2e22691ea5ae981aed7ee\" /><br /><em>(Desktop) NEONNOW header bar (Before, one directory icon)</em><br /><em><br /></em> </p><p><img src=\"https://img.announcekit.app/38633e8cb1d2d6c69132828d3a60d006?s=303dcc362c1709ff1f72763dd8cd47f4\" /><br /><em>(Desktop) NEONNOW header bar (After, separate dialpad and directory icons)</em></p><p><br /></p><p><img src=\"https://img.announcekit.app/6045ef8c33b1d37f85e12b37be85c669?s=4ef478261e9124e018c095e676f5428d\" class=\"image-align-left\" style=\"width:1.98%;\" /></p><p><em>(Softphone) NEONNOW sidebar (Before, one directory icon)</em><br /><br /></p><p><img src=\"https://img.announcekit.app/8784bd037cc53886165162995a7aa2c8?s=c90f00314ba88c3eafb3b9131392459a\" class=\"image-align-left\" style=\"width:1.87%;\" /></p><p><em>(Softphone) NEONNOW sidebar (After, separate dialpad and directory icons)</em></p><p><br /></p><p><em><br /></em></p><hr /><p>                   <img src=\"https://img.announcekit.app/fbd9e78768a5a0afb10c7e50286c1c79?s=f181f8f75e507b7ee302c375ff8a7061\" class=\"image-align-left\" style=\"width:25.23%;\" /></p><p><em>Before</em><br /><br /></p><p><img src=\"https://img.announcekit.app/d2a2601d2113e3d35115d13f916258c0?s=1aa978cf1413b373b32d2476e4f591c2\" class=\"image-align-left\" style=\"width:29.56%;\" /></p><p style=\"text-align:left;\"><em>After</em><br /><br /></p><hr /><p><br /><img src=\"https://img.announcekit.app/3f25dbd1ffd5c329ae51e3c93ea80f71?s=30ba34f0cf816a3e74aec0bcb6c89200\" class=\"image-align-left\" style=\"width:20.74%;\" /></p><p><em>Create a Contact (Before)</em><br /><br /></p><p><img src=\"https://img.announcekit.app/6518cb0fea4314112f76ad9018ebe8fc?s=061e3786949ffba75a9c1ac136cf449c\" class=\"image-align-left\" style=\"width:24.59%;\" /></p><p><em>Create a Contact (After)</em><br /><br /></p><hr /><p style=\"text-align:left;\"><br /><img src=\"https://img.announcekit.app/9d3503aafc05fe6fec71610871498154?s=63dfe825544d992a63b59703b66a4ed5\" class=\"image-align-left\" style=\"width:28.65%;\" /></p><p style=\"text-align:left;\"><em>Contact (before)</em></p><p>                                                                                                                  <img src=\"https://img.announcekit.app/6d36a3a0f1f2c63f4fd1043c555b45d9?s=0d940868db1cd18166bbbc825111c599\" class=\"image-align-left\" style=\"width:36.83%;\" /></p><p style=\"text-align:left;\"><em>Contact (after)</em></p><p>                                                                                                     </p><h2>1.1.2 Dialpad</h2><p style=\"text-align:left;\">The dialpad has been moved out of directory and in to its own drawer (desktop) and page (softphone). It’s got more space, so on smaller screens you won’t have to scroll to hit the dial button. You can no longer leave it open or move it around, similar to directory.</p><p style=\"text-align:left;\">Use the new Dialpad icon in the header (desktop) or sidebar (softphone) to open it. On desktop you can also quickly switch between the dialpad and directory using the appropriate icon in the top right of the directory/dialpad drawers.</p><p style=\"text-align:left;\">We’ve also added support for dialling emergency numbers in U.S Amazon Connect instances.    <br />               </p><p style=\"text-align:left;\"><img src=\"https://img.announcekit.app/ee635c52d79277cf55b00e33c0998a55?s=35676172d75ad3c3dd3798233a18ed01\" class=\"image-align-left\" style=\"width:22.13%;\" /></p><p><em>Before</em><br /><br /></p><p><img src=\"https://img.announcekit.app/802a923096a679777ad02c84eccc0552?s=730b0c0a2849fe8066d9b5137b4709fd\" class=\"image-align-left\" style=\"width:19.19%;\" /></p><p><br /></p><p style=\"text-align:left;\"><em>After</em></p><p style=\"text-align:left;\"><br /></p><h2>1.1.3 External directory integration             </h2><p style=\"text-align:left;\">Integrate with third-party directories using SCIM, such as Microsoft Azure or Okta.</p><p style=\"text-align:left;\">Microsoft Teams presence can be enabled for Azure AD, giving agents the ability to see external contact presence.</p><p style=\"text-align:left;\">                  <img src=\"https://img.announcekit.app/6492d1cf62ef9c6a884be18bcfeacdfc?s=e72e9d8055fc2e26038b15948de168a5\" style=\"width:68.31%;\" class=\"image-align-left\" /></p><p style=\"text-align:left;\"><em>Admin configuration of External Directories</em></p><p style=\"text-align:left;\">                                   <img src=\"https://img.announcekit.app/3c8a7638cd3d49a408bdcf52b03fff48?s=4bc795ac507a09cd37f24d0c71e9adf6\" style=\"width:29.45%;\" class=\"image-align-left\" /><em>Agent directory view of external contacts with Teams presence</em></p><p style=\"text-align:left;\">    </p><h2>1.2 Preferences</h2><p style=\"text-align:left;\">Preferences follow the same pattern as the directory and dialpad, and now open in a fixed drawer on the right side of the screen (desktop). <strong>Preferences have not changed on softphone</strong>.</p><p><br /></p><h2>1.3 Outbound Preview</h2><p style=\"text-align:left;\">Preview dialling has come to NEONNOW! After outbound previews have been configured, Agents will be able to receive specific preview tasks, before triggering a call to the destination phone number. We’ll automatically carry over information about your campaign to your outbound call.</p><p style=\"text-align:left;\">Reach out to us on how we can help with your preview dialling solution, as well as integrating with our Insights reporting for campaigns.</p><p style=\"text-align:left;\">                                           <img src=\"https://img.announcekit.app/2cf630d0cf208817df6450d35f30dcfa?s=5e5b0c3c9e2f89d5640f08cb531848ea\" class=\"image-align-left\" style=\"width:27.85%;\" /></p><div><em>An example outbound preview task an Agent may receive</em>                                   </div><p><br /></p><h2>1.4 Interaction History</h2><p>We've made some visual changes and some small quality-of-life improvements which bring the desktop version of interaction history more in line with softphone:</p><ul><li>(Desktop) Similar to most places in NEONNOW, calling a number in your history is now done by clicking the <strong>phone number</strong> and not a phone icon<br /><br /></li><li>(Desktop) We've replaced <em>First Name/Last Name</em> with <em>Talked To</em><em>. </em><em>Talked To</em> is based on a matching contact in your directory at the end of an interaction. If there is no contact match, we'll show the word <em>Customer </em>instead<br /><br /></li><li>(Desktop) We've reordered the columns and some columns have changed names:<br /><br /><ul><li><em>T</em><em>imestamp -&gt; </em><em>When</em></li><li><em>Source -&gt; Phone Number &amp; Type</em></li><li><em>T</em><em>ype -&gt; Direction</em><br /><br /></li></ul></li><li>(Softphone) History without a matching contact will now display <em>Customer</em> rather than <em>Unknown</em><br /><br /></li><li>Interaction History is now <strong>My Interaction History</strong><br /><br /></li><li>Modifying or deleting a contact will no longer change the first/last name displayed in historical interactions. The <em>Talked To</em><em> </em>column<em> </em>will now always remain the same</li></ul><p><br /></p><p><strong><img src=\"https://img.announcekit.app/e4448f3e886c983553520684e293ac39?s=5490fecb64c3ea4a243ade97d64ad370\" class=\"image-align-left\" style=\"width:61.82%;\" /></strong></p><p><em>Before: Interaction History on desktop</em></p><p><em><br /><img src=\"https://img.announcekit.app/710f97ff6539c221b2a706167f3c774b?s=2edd5d04b99c999f7b3a9514ea6a8c71\" class=\"image-align-left\" style=\"width:61.79%;\" /></em></p><p><em><em>After: Interaction History on desktop</em></em></p><p><br /></p><h2>1.5 Admin App Improvements</h2><p style=\"text-align:left;\">We’ve updated some text and added clearer help on the templated responses page.                   </p><ul><li>We’ve changed the permission text for “Agent’s can’t skip” under interaction outcomes to “Interaction outcomes are required”<br />                        </li><li>There’s a new permission for interaction outcomes, “Notes are required when there are no wrap codes” which allows you to further customize and decide what’s required from your agents in ACW<br />                        </li><li>We’ve added additional help information and tweaked the list page for templated responses</li></ul><p><br /></p><h2>1.6 General NEONNOW Changes</h2><h3>1.6.1 Interaction Outcomes</h3><p>Based on the above Admin changes, we’ve slightly tweaked interaction outcomes for agents:</p><ul><li>Agents will no longer see “Required” or “Optional” against wrap codes and notes during interactions (these remain on the ACW page)<br /><br /></li><li>Agents may receive different behaviour for required/optional fields<br /> depending on how interaction outcomes have been configured in Admin<br /><br /></li></ul><p style=\"text-align:left;\"><img src=\"https://img.announcekit.app/7b94ff5fd3e0571391d68b9956f3af9f?s=7ffa1f39fc4d9ed480d8072470dec23c\" class=\"image-align-left\" style=\"width:21.22%;\" /><em>Wrap codes and interaction notes accordions in a connected call</em></p><p>                   </p><h3>1.6.2 Attached Data Badges</h3><p style=\"text-align:left;\">If attached data has been configured to display badges, Agents will now see new visualisations for attached data.<br /><br /></p><p style=\"text-align:left;\"><img src=\"https://img.announcekit.app/32458798a6b3aa242ec4fe2a8347ae85?s=2e7971d28c46e0156e5354ffdd49379c\" class=\"image-align-left\" style=\"width:44.28%;\" />Attached data with a “Gold Customer” badge</p><p style=\"text-align:left;\"><br /></p><h2>1.7 Bug Fixes</h2><ul><li>The Admin app avatar now displays correctly<br /><br /></li><li>The loading icon in the templated responses window now displays correctly<br /><br /></li><li>Turning off agent task creation in Amazon Connect now correctly hides all add task buttons<br /><br /></li><li>(Desktop) Connected calls and conferences will now properly scroll in 2 column layouts</li></ul>",
            "url": "https://changes.neonnow.ai/release-3.17-3FArXW",
            "title": "Release 3.17",
            "summary": "Release 3.17 features external directories with Microsoft Azure / Teams integration, an improved phonebook experience, Outbound Preview dial...",
            "date_modified": "2023-10-04T23:59:54.090Z",
            "tags": [
                "announcement"
            ]
        },
        {
            "id": "350944",
            "content_html": "<p>In this release, there will be new features added to the Agent and Admin applications to enhance the capabilities of the NEONNOW application for the end user.  One of the changes is the introduction of Call Recording Controls in the NEONNOW agent application.  This new feature will allow agents to pause, and stop active call recordings directly within the NEONNOW UI.</p><p>The other enhancement is Enhanced Logging which will allow the end user of NEONNOW to capture and download logs of application usage for the CloudWave support team to debug if any issue arises.</p><p>Another change is to the NEONNOW Admin application where users of the Enterprise version of NEONNOW will have direct controls to toggle additional features such as Insights, Conversations and Workforce Management.</p><p>Finally, there are some changes to the AWS Marketplace billing for AWS Marketplace customers.<br /><br /></p><h2><strong>1.   Call Recording Controls</strong></h2><p><strong>1.1 Ability to enable/disable call recording controls from the NEONNOW Admin application</strong> </p><p>-  The client can now enable and disable  the call recording feature capability within NEONNOW<br /><br /><img src=\"https://img.announcekit.app/0ecfcd70fe57d62de89f2ce46c7cf9cf?s=ebe5cfdb0271de3864383440de7afc55\" /></p><p><strong>1.2 Ability to record a call or conference task<br /></strong></p><p><strong> -  An agent can now pause and stop active call recordings via the NEONNOW agent application once enabled in the NEONNOW admin application. </strong><br /><br /><strong><img src=\"https://img.announcekit.app/b770ee3fccae7144b7584623745d8936?s=7ca62fbd1bc59cdfe7705b9cbccc509f\" /></strong></p><p><br /></p><p><strong>1.2 </strong><strong>Ability to pause and resume a call recording<br />  </strong><strong><br /></strong> -  The agent can pause and resume an active call recording.</p><p><strong><img src=\"https://img.announcekit.app/b767b42c65cabca79c26c03abaacf087?s=fa658f69216577d61737b44e821923d1\" /></strong></p><p><strong><br /></strong></p><h2><strong>1.3  Ability to stop a paused or active call recording<br /></strong></h2><p>-  The agent can stop both a paused and active call recording from the NEONNOW UI.<br /><br /></p><p><strong><img src=\"https://img.announcekit.app/1d91aa6b3c61c8271c0ded601bda32a8?s=67e4d65f7df89c99895fa1af163ea0da\" /></strong></p><p><strong><br /></strong></p><h2><strong>2.   Enhanced Logging</strong></h2><p><strong><br /></strong>-  The NEONNOW application UI will allow agents to log all application events for CloudWave support to look at if any issue arises.  This can be triggered via the Preference functionality within NEONNOW.</p><p><br /></p><p><img src=\"https://img.announcekit.app/e2215dd0d15f178020a17335e401cfa6?s=7a5041b1157b5ab59f5f79a63fbe37ee\" /><br />-  The agent can then download the logs to be sent to CloudWave support to rectify any issue that is encountered.<br /><br /><img src=\"https://img.announcekit.app/a3bd2aa21b0f73eb5cc882f68041032c?s=e67432b530f78f2aab5e714a7b86ff92\" /></p><p><br /></p><p><strong>3.   UI changes to Enterprise Features<br /><br /></strong>- The NEONOW admin application will allow administrative users direct control over the enterprise licence features of NEONNOW such as Insights, Conversations and Workforce Management.<br /><br /><img src=\"https://img.announcekit.app/ec1096917762f49b0db89597d447a7f1?s=1c2a7c1326c087155be5c365ed30dea0\" /><br /></p><p><br /></p>",
            "url": "https://changes.neonnow.ai/release-3.16-46Jlhm",
            "title": "Release 3.16",
            "summary": "In this release, there will be new features added to the Agent and Admin applications to enhance the capabilities of the NEONNOW application...",
            "date_modified": "2023-07-31T04:02:53.031Z",
            "tags": [
                "announcement"
            ]
        }
    ]
}