Release Notes for all 2025 Q2 Updates

All releases listed are deployed to all Symbee Connect Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2025 / 04 / 23

What's New

  1. New Symbee Connect User/Agent settings to control the type of Inbound Ringtone used by Interaction type

    • New settings are added to the Symbee Connect User profile to allow the user to control the type of inbound ringtone based on interaction type, for non-voice interactions. These are added to help avoiding the agent not being able to hear the customer on a phone call when a new task/interaction starts alerting to the agent in the background (when the agent is skilled for multiple interaction/contact types).

    • The following new settings are added under the Sounds section of the General group in the User profile, and also available in the Settings tool of the Symbee Connect User/Agent UI under Sounds:

      • Inbound Chat Ringtone - controls which ringtone is played when alerting new inbound chats (used for all chat types, including Webchats, SMS, and Social)
      • Inbound Tasks Ringtone - controls which ringtone is played when alerting a new inbound Generic Task (an Amazon delivered Task contact)
      • Inbound Ringtone for all other Work - controls which ringtone is played when alerting any other piece of new inbound work (e.g. Emails, Preview Tasks, etc.)

    • Each of the above new settings has the following options:

      • Normal - the default, and the same ring-tone that was previously played for incoming non-voice interactions/contacts
      • Short Tone 1 - instead of a continuous ringtone being played for 20-30 seconds until accepting the contact, a short one-second tone played only once when the incoming interaction is first announced.
      • Short Tone 2 - an even less intrusive one-second alternative sound to Short Tone 1 above
      • None - no ringtone is played at all when the incoming interaction is waiting to be accepted

    • The new settings are (intentionally) excluded from update during a User Template Re-Apply action in the Symbee Connect Administration Portal (to avoid bulk user template apply actions from resetting personal settings chosen by the agent).

  2. Adding full support for inbound WebRTC phone calls (Amazon Connect in-app web voice calling) into the Symbee Connect User/Agent UI

    • The Symbee Connect User/Agent UI, and related Symbee Connect functionality is updated to fully support inbound phone interactions initiated through the Amazon Connect in-app web voice calling features.
    • Appropriate user functionality is modified or hidden to reflect the user actions that are available/not available in Amazon Connect, or are not relevant, for WebRTC type inbound phone calls.

What Else

  1. Update to the Bulk Assign Skills to Users view in the Symbee Connect Administration Portal, to allow the skill level of existing skill assignments to be editable (instead of needing to remove and re-add to update the level value).

2025 / 04 / 11

What's New

  1. Feature Integrations (Symbee Connect CloudFormations) tracking enhancements

    • All Symbee Connect Feature Integration CloudFormation templates are new versioned.
    • The Feature Integrations (CloudFormations) view in the Symbee Connect Administration Portal has been redesigned for better usability and tracking of what CloudFormations you have deployed, and whether they are up to date.
    • The following information is now provided for each Feature Integration (Symbee Connect CloudFormation):
      • A status badge indicating whether the specific CloudFormation has been deployed in your AWS Account or not
      • Related - if deployed, whether the version of the CloudFormation template used in your AWS account is older than the latest version available (and therefore needs an update)
      • The name of the actual CloudFormation stack used when you deployed the CloudFormation template in your AWS account
    • Note: Access to the new tracking functionality requires a download and update of the first Symbee Connect Integration CloudFormation (the first one listed, marked "Install this First").

  2. Symbee Connect Email Channel - new option to (optionally) allow the agent to edit the Historical Email Chain

    • A new Email Chain Editing Allowed setting is added to Symbee Connect User Templates and User profiles, located under the Email settings section of the Digital Channels group.
    • When enabled, the user will have the ability to inline-edit the historical thread part of the email chain when sending a reply to or forwarding, an inbound email.
    • Please Note: This is NOT enabled by default, and is discouraged as it allows the potential for the agent to misrepresent previous emails in the chain. Please ensure you understand the business implications before enabling this feature.
    • The Symbee Connect User/Agent UI is updated to support the above new setting, and when enabled the Email Editor/Composer window is updated to allow the agent to make changes to the content of the historical email chain prior to sending a reply or forwarding an inbound email.

  3. Symbee Connect Administration Portal usability updates

    • Search, column sort, item counts, and the ability to "Duplicate" to add new configurations based on existing configurations has been added to the following views in the Symbee Connect Administration Portal or better usability:
      • Operating Hours Schedules
      • Unavailable Reason Groups Preview and Progressive Campaigns
      • Symbee Connect Administration Users
      • Symbee Connect Security Roles

What's Fixed

  1. Symbee Connect Email Channel CloudFormation updated to fix a Stack syntax error related to recent AWS CloudFormation validation rule changes.

  2. Performance fix for an issue experienced where Contact Flow user extension and DID lookups were occasionally taking a long time to respond, causing Timeouts (seen in Virginia and London regions).

  3. Symbee Connect Email Channel update to fix an issue where a Parked Email that expired its maximum allowed park duration and got requeued, was getting its Interaction Initiation time being reported incorrectly.

What Else

  1. Symbee Connect User/Agent UI is updated to use the following AWS / Amazon Connect library versions:

    • Amazon Connect Streams 2.18.1
    • Amazon Connect Chat JS 3.0.3

  2. (Internal) Upgrade all relevant solutions to use latest TypeScript compiler

  3. Further internal updates related to capturing global feature usage by customer/region related to SSO, Preview Channel, and QuickSight Embedding characteristics usage.

  4. Security Updates.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • Symbee Connect Integration CloudFormation (the first one, marked "Install this First")

    • Updates the IAM policy to allow Symbee Connect to list the existing CloudFormations in your account - to determine the deployment status, version, and stack names associated with the new tracking functionality in this release.

  • Email Channel CloudFormation

    • Update to fix issue where new deployments were receiving a Stack syntax error after recent AWS CloudFormation validation rule changes

  • The following CloudFormations have minor updates to related to reducing the overall byte-size of all attached policies on the SymbeeManagementRole IAM role:

    • Amazon Connect Management and Real-time Statistics CloudFormation
    • Audit History CloudFormation
    • Chat Integration CloudFormation
    • Do Not Call CloudFormation
    • Interaction Search CloudFormation
    • Optimize CloudFormation
    • Voicemail CloudFormation
    • Data Feeds and Reporting CloudFormation