Release Notes for all 2025 Q3 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 / 09 / 25

What's New

  1. Symbee Connect Customer Facing Webchat update to assist with Geo-locating Customers

    • Webchat conversations initiated using the Symbee Connect Customer Facing Webchat front-end now have an additional attribute added to the metadata of the chat interaction, named scSourceIpAddress that holds the true end-user's (the customer) IP-Address.

    • The new attribute is added to allow integration with geo-location services to determine the physical location of far end customers, which can then be used in Contact Flows to take location-dependent actions, or used in reporting/business-analytics to visualize the geo-location your customers are communicating from.

    • If your Symbee Connect Customer Facing Webchat is configured as Amazon Delivered, with the chat conversations running through Amazon Connect Chat, the new source IP-address is available as an Amazon Connect Contact Attribute (named 'scSourceIpAddress'), accessible in Contact Flows, and present in the Contact Trace Record (CTR) for reporting purposes.

    • If your Symbee Connect Customer Facing Webchat is configured as Symbee Delivered, with the chat conversations running through Symbee Chat, the new source IP-address is available as an Attribute in the Symbee Interaction Trace Record (ITR) for reporting purposes.

2025 / 09 / 19

What's New

  1. Enhanced Amazon Task handling in the Symbee Connect User/Agent UI

    • New properties are added to Symbee Connect Task Template definitions to allow separate control of which task fields are editable during initial task creation by a user in the Symbee Connect User/Agent UI, versus which fields are editable when/if the task gets routed back to a user/agent to be worked.
    • Within Task Templates maintenance in the Symbee Connect Admin portal, additional settings are added to each field defined on a Symbee Connect Task Template, to allow you to configure if the field is editable and required During Create, and When Assigned.
      • The During Create settings control the form field behavior when an agent uses the Create Task tool on the Toolbar of the User/Agent UI to create a new Task from a Symbee Connect Task Template.
      • The When Assigned settings control the behavior of the Task details if/when a task is subsequently presented back to a user as an inbound interaction (due to the task needing to be worked by an agent).
    • The Symbee Connect User/Agent UI is updated to allow fields on an inbound task interaction delivered to an agent to be editable and required (based on the new When Assigned settings for each field noted above).
    • New Save and Reset action buttons are added to the inbound task interaction view of the Symbee Connect User/Agent UI (only visible if at least one field on the template associated with the task is set to be editable When Assigned). When Saved, the contact attributes on the Amazon Task Contact are updated in Amazon Connect immediately to the new values provided by the agent.

  2. New (optional) Expired Park Override Queue feature is added to the Symbee Connect Standard Email Channel

    • By default, when an inbound email through the Symbee Connect Standard Email channel gets parked into either a user's personal parking area or a shared parking area, to assist with service-level management it has a configurable maximum time limit of how long it can remained parked for. If the email is not manually unparked and worked by a user within that time, the email gets automatically unparked and requeued. By default the email will get requeued in the same Skill Queue it was originally delivered through, but it gets added to the back of the queue.
    • The new (optional) Expired Park Override Queue allows you to configure automatically unparked (park expired) emails to be requeued into a different Skill Queue rather than to the back of the original queue the email was delivered through. This allows a separate dedicated Skill Queue (or queues) to be set up to receive any emails that expire their maximum park time and get automatically requeued. These separate Skill Queues can then be assigned to agents at a higher priority so the automatically unparked emails can get worked first.
    • A new Expired Park Override Queue setting is added to the Email section under Digital Channels in the User profile and User Templates screens of the Symbee Connect Admin Portal. This setting controls the behavior for an email parked into the user's Personal parking area. If not set, upon expiry the email will be re-queued back into the same Skill Queue it was originally delivered through.
    • A new Override Queue for Expire Emails setting is added to the definition of an Email Shared Parking Area. Email Shared Parking Areas are configured via the Email Administration option off the main Function Menu in the Symbee Connect Admin Portal. This setting controls the behavior for an email parked into that associated shared parking area. If not specified, emails will be returned to the same Skill Queue they were originally delivered through prior to being parked.

  3. User Presence status is added to User-based Quick Connects during Add Party and Transfers in the Symbee Connect User/Agent UI

    • When a user/agent clicks either the Add Party (+) or Blind Transfer actions in the Symbee Connect User/Agent UI when servicing a phone call, they are presented with a directory of destinations they can either add as an additional party or blind transfer to (or they can manually dial a third-party number using the keypad). The list of destinations are the list of configured Quick Connects in Amazon Connect.
    • A Quick Connect can represent one of three types of destination: an External Phone Number, a Queue (or Flow), or another User in Amazon Connect.
    • If the Quick Connect represents a User, and the Symbee Connect User/Agent UI can determine which user it relates to (based on the name of the Quick Connect), an additional "user presence" icon will be displayed beside that directory entry showing the current state of that user (Busy, Available, Unavailable, etc.). The user can also hover over the presence icon to see additional presence detail (e.g. if unavailable - what state/reason, or if busy - what types of interaction they are currently working).
    • Due to Amazon Connect Streams API limitations, the mapping of the relationship between a Quick Connect and its associated User is solely based on the name of the Quick Connect. Therefore the name of the user-based Quick Connect will need to contain either the (case-insensitive) First-space-Last name of the agent, or the Last-comma-First name of the agent, or the user-id of the agent as either the beginning or the ending of the configured name of the Quick Connect. If presence is not showing for certain user-based Quick Connects, check the exact configured name of the Quick Connect with the user's configured user-id, or first and last names.

What's Fixed

  1. An update to the maximum size of the picture-in-picture (PIP) local video view in the Symbee Connect User/Agent UI for a video-enabled phone call. This is to address the local PIP being too large for some users/agents using certain types of external camera's.

What Else

  1. The Export option of the Interaction Search function in the Symbee Connect Administration Portal has been redesigned to support long-ruunning export jobs (which can occur based on criteria and interaction volumes).

  2. Additional internal updates in support of upcoming Symbee Connect Preview Channel Customer First campaigns.

2025 / 07 / 31

What's New

  1. Adding full Video support on WebRTC phone calls into the Symbee Connect User/Agent UI

    • The Symbee Connect User/Agent UI is updated to fully support video-enabled inbound phone interactions initiated through the Amazon Connect in-app web video calling features.
    • Video support for user's is optional, and enabled through a new Video Enabled setting on the Symbee Connect User profile (and related User Templates), located in the Phone Call Optional Features settings under the Voice Channel section of User profiles and templates.
    • When enabled, and a video-capable inbound call is received by the user, a new Video section is added to the Phone interaction panel in the User/Agent UI, which will auto expand once the call is connected with the customer's video embedded within. The video will enlarge appropriately if the user has Expanded Window Width enabled (through their user settings in the toolbar).
    • Options allow the user to turn on/turn off their local Camera, and pop-in/pop-out the video into a separate larger window, useful when the Symbee Connect User/Agent UI is running embedded in a CRM window.

  2. New Preferred Speaker, Microphone, and Camera settings added in the Symbee Connect User/Agent UI

    • Three additional settings, for Speaker, Microphone, and Camera are added to the Sound and Video section of the user's settings (accessed from the Settings cog on the lower-left Tools bar in the User/Agent UI), allowing the user to select their preferred sound and video devices.

  3. New rule matching criteria options are added to Symbee Connect Email Inbound Email Routing Rules

    • A new set of Original To Address matching criteria fields is added to the Inbound Email Routing Rule form in the Symbee Connect Administration portal.
    • Existing matching criteria behavior (on From Address, To Address, Subject Line, and Full Content) remains unchanged, although the existing To Address criteria is renamed to Inbound To Address on the form for clarity.
    • The existing Inbound To Address criteria matches on the content of the final "To:" address the email arrives into AWS SES on. The new Original To Address matches against the original "To:" address the customer sent the email into (which may be different than the Inbound To Address, if you are forwarding a public email address into AWS SES).
    • This supports blocking email sent directly to the internal Amazon WorkMail address, and also selectively routing email to different queues using a common Rule Set based on the original To address the customer sent the email to in your external forwarding system (for example, in Microsoft Office 365).
    • The default out-the-box Email Rules Processing Lambda deployed by the Symbee Connect Email Channel CloudFormation is updated to support and route on the new matching criteria. A download and update of the Email Channel CloudFormation is required for the new matching criteria to take effect.

What's Fixed

  1. An update in the Administration Portal to address an issue where the Preview and Progressive Campaign Campaign Counts Breakdown by Queue view would sometimes stop refreshing.

  2. Fix to address an intermittent issue in the Preview and Progressive Campaign S3 intake file loading process for REPLACE files, that was occasionally leaving some tasks on the Campaign available for work, when they should have been candidates for Campaign removal as a result of the REPLACE file.

  3. Fix to address an issue with deleting Agent Statuses from Unavailable Reason Groups in the Symbee Connect Administration Portal.

What Else

  1. Internal updates to support the upcoming release of Customer First Campaigns.

  2. Performance updates to the Preview and Progressive Campaign Campaign Counts Breakdown by Queue view.

  3. All Symbee Connect Feature Integration CloudFormations that deploy Node.js based Lambda's have been updated, migrating Lambda implementations to Node version 22 (see the CloudFormation Updates section below for a full list of which CloudFormations were updated for this). AWS is deprecating the use of the Node 18 and earlier Lambda runtime versions.

  4. The Customer Fusion Info section where Contact Attributes and values are displayed to the user on inbound interactions in the Symbee Connect User/Agent UI is updated to expand appropriately when the user has Expanded Window Width enabled (through their user settings in the toolbar).

Feature Integration CloudFormation Updates available

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

  • The following CloudFormations have Node based Lambda's that are upgraded to Node.js version 22:

    • Symbee Connect Integration CloudFormation
    • Hours of Operation CloudFormation
    • Flow Controls CloudFormation
    • Amazon Chime CloudFormation
    • Do Not Call CloudFormation
    • Email Channel CloudFormation
    • Voicemail and Direct Dialing CloudFormation
    • Interaction Search CloudFormation
    • Symbee Connect Business Intelligence CloudFormation
    • Salesforce CloudFormation
    • Dynamics 365 CloudFormation
    • ServiceNow CloudFormation
    • Zendesk CloudFormation
    • NetSuite CloudFormation
    • Clio CRM CloudFormation
    • Zoho CloudFormation

  • Amazon Connect Management and Real-time Statistics CloudFormation

    • IAM Policy updates for Amazon Q / Wisdom template list access to support the upcoming release of Customer First campaigns.

  • Email Channel CloudFormation

    • Rules Processing Lambda update to support new Original To: rule criteria