Release Notes for all 2026 Q1 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).

2026 / 03 / 21

What's New

  1. New Customer-First Campaign functionality added into existing (previously known as Preview Campaign) Channel

    • The existing Symbee Connect Preview Channel and related Campaigns (which previously focused solely on "Agent-First" use-cases) have been enhanced to include a new "Customer-First" mode, to support outbound campaign interactions that engage the customer first, before (optionally) delivering the campaign interaction to an agent (for voice interactions).
    • Customer-First campaigns support Voice, Email, and SMS channels.
    • All existing campaign actions, campaign task intake mechanisms (S3 file drops, or task injection using the real-time API's), batching and queuing concepts, and hours of operation controls previously available to Symbee Connect Preview Channel campaigns are also now available for use in Customer-First mode campaigns.
    • Specific to Voice channel Customer-First campaigns, additional features are added to support the following:
      • You can govern how much of your total Amazon Connect Instance Concurrent Call Capacity is allowed to be used by all Customer-First outbound campaigns (refer below to the new Company/Environment level Maximum Customer-First Concurrent Outbound Calls setting).
      • You can then control what percentage of that overall environment capacity gets dedicated to each individual Customer-First campaign.
      • You can control how Customer-First mode outbound calls get initiated via Amazon Connect. They can be set to either go out as Campaign calls (if you require Answer-Machine Detection / AMD - Amazon Connect higher pricing for Campaign type calls applies), or they can be set to go out as lower-cost General outbound calls (for "blaster" style campaigns that don't require AMD).
      • An additional Call Delivery Mode can be set to either Agent Assisted or Automated Voice. When set to Agent Assisted, you specify which Queue gets monitored by the Campaign Pacing for agent availability.
    • For SMS and Voice channel Customer-First campaigns, Amazon Connect Message Templates are used to manage the content of messages sent to the customer, and get augmented with your Campaign task data populated via the supported campaign intake mechanisms (S3 file drops, or task injection using the real-time API's).
    • A new Maximum Customer-First Concurrent Outbound Calls setting is added under the Preview Campaign Configuration section of the Symbee Connect Integration view in the Administration Portal. This governs the global environment-level maximum number of concurrent outbound calls allowed to be active across all your defined Customer-First Voice-Channel Campaigns.
    • On the Campaigns list and maintain view in the Symbee Connect Admin Portal, when configuring/adding a new Campaign, the Add Campaign dialog has a new Campaign Type setting that sets the type of engagement of the new Campaign - Agent First or Customer First. Note: The Campaign Type for a Campaign cannot be changed after the initial creation of the Campaign - that is, you can't toggle a Campaign once created, between Agent First and Customer First.
    • The Maintain Campaign Settings view in the Symbee Connect Admin Portal is updated and will look different based on whether the Campaign Type (refer above) is sent to Agent First or Customer First. For Customer First, new Channel Type, and Campaign Settings, Customer First Channel Specific Settings and Pacing Settings sections are added.
    • Specific to Customer First, Voice Channel, Agent Assisted campaigns, the Symbee Connect User/Agent UI is enhanced to support a new Campaign Customer First inbound interaction type. The new interaction type is a combination of all the features and functionality of the existing Preview Task type, and an Inbound Phone Call interaction, therefore displaying all the customer details from the Campaign for the associated interaction, as well as allowing the agent schedule the next attempt if needed.
    • A CloudFormation update is required to receive this update - see further below.

  2. Contact Attributes Fusion now supports display of up to 12 (previously 8) Attributes

    • Four more settings are added to User Templates and User profiles, under the Universal CRM Integration => Contact Attributes Fusion section, for a total of 12 Contact Attribute values that can be automatically displayed within the Symbee Connect Agent/User UI on interaction arrival.

What's Fixed

  1. Update to the manual Import action accessed from the Campaign Status view of the Symbee Connect Admin Portal to address an issue where the suffix of the filename for manually uploaded campaign intake files could potentially confuse the behavior of the campaign intake file process.

What Else

  1. Updates to the Recent Call History tool in the Symbee Connect User/Agent UI for how "missed calls" are visually represented to the user. Previously any Inbound Phone contact that started delivering ("ringing", or "connecting" if the user had auto-accept enabled) to the user but did not reach a state of Connected/Active was represent in red with a label of "Missed". Given this scenario can have multiple root causes (Customer hangs up during delivery, Customer or PSTN side network issue, Agent side speaker microphone issue, Agent Decline, or Agent Missed) the previous "Missed" labelling was misleading. The UI representation of calls in this status is updated to "Inbound" (still in red) with a tool-tip indicating the possible reasons.
  2. Performance improvements to speed up response times of the Campaigns list and maintain views in the Symbee Connect Admin Portal.

Feature Integration CloudFormation Updates available

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

  • Preview Dial CloudFormation
    • Updates to existing Lambda's, deployment of a new Lambda, and updates to IAM Policies in support of the new Customer First campaign mode referenced above.
    • If you already have the Preview Channel CloudFormation deployed, you will need to perform a CloudFormation Update before using and of the new Customer-First campaign mode features.

2026 / 01 / 20

What's New

  1. Chat Attachments Support in the Symbee Connect User/Agent UI

    • The Symbee Connect User/Agent UI is updated to support both sending and receiving attachments during Amazon-Delivered Connect Chat conversations.
    • Chat Attachment support can be controlled at an individual user or user group level, with the new Chat Attachments Allowed setting, located in the Digital Channels => Chat section of Symbee Connect User Templates and User profiles.

    • The Chat Attachments Allowed setting has the following possible values, allowing control of sending attachments and receiving attachments separately if needed:

      • Not Allowed (the default)
      • Receive Only
      • Send Only
      • Send and Receive

    • To use this functionality you additionally still need to enable and configure Chat Attachments in your Amazon Connect Instance, including configuring the S3 Bucket, the S3 Bucket CORS policy, and attachment scanning. Refer to the official AWS Amazon Connect documentation for details on this, at: Enable attachments in your Connect Instance so customers and agents can share and upload files

2026 / 01 / 12

What's New

  1. Maintenance of Amazon Connect Routing Profiles added to Symbee Connect Administration Portal

    • New Connect Routing Profiles option and view is added to the Queues and Skill Assignment module of the Administration Portal.
    • The new view allows view, create, update and delete of Routing Profiles in your Amazon Connect instance directly from the Symbee Connect Administration Portal.
    • Additional options are provided to allow export of your Routing Profiles to comma-separated-values (CSV) files, as well as importing (bulk creation) of Routing Profiles from a CSV file upload.
    • This is being provided to also allow future support of "combined" Routing Profiles that include both Amazon Connect Queues and Symbee Connect Skill Queues.
    • Connect Routing Profiles are added as a function under the Contact Center Configuration section of Symbee Connect Company Administration Security Roles to allow control of which Admin Portal users have access to the new view and its functions.
    • Maintenance of Routing Profiles through the Symbee Connect Administration Portal is added to your Symbee Connect Change History for auditability.

  2. Better control of restrictions to limit Users/Agents ability to make outbound phone calls

    • The Outbound Contact Center Calls Allowed setting, under the Voice Channel => Phone Call Optional Features section of User Templates and User profiles in the Symbee Connect Administration Portal has been updated per below.
    • The setting is now a picklist with options of: None, Click-to-Call Only, and All. If previously the checkbox was unchecked it will be defaulted to None. If previously the checkbox was checked it will be defaulted to All.
    • The new option to limit the user to allow Click-to-Call Only outbound calls allows you to let users make outbound calls, but only to "known" destinations, therefore but still blocking users from making outbound calls to arbitrary manually-typed outbound phone number destinations.
    • For example, when set to Click-to-Call Only, the user is allowed to click-to-call back customers from their History tool, make outbound calls to external numbers configured in the Directory, and click-to-call customers from phone numbers presented in Connect Tasks or Campaign tasks delivered to them, or from screens in associated CRM apps (e.g clickable phone numbers on Customer, Contact or Account CRM screens). However they are not allowed to make arbitrary calls to manually dialed/entered phone numbers.

  3. Automatic association of Outbound calls made from Connect Tasks delivered to the user

    • When an Amazon Connect Task is delivered to a user/agent for servicing, if the details of a task contain phone numbers the agent can call (or click to call) to launch outbound calls to a target contact, when the agent initiates the outbound call, the Symbee Connect User/Agent UI relates the outbound call to the user's currently in-focus Task.
    • Specifically, in Amazon Connect the RelatedContactId on the Outbound phone call Contact is set to the ContactId of the Amazon Connect Task that was last in-focus in the user's Symbee Connect UI.
    • The association can be viewed in the Amazon Connect Contact Search view, and is available to use in reporting by following RelatedContactId values between Contact Trace Records (CTR's).

  4. Symbee Connect Task Templates enhancements

    • The following new settings (checkboxes) are added to each Task Template defined in the Symbee Connect Administration Portal:

      • Show Task Name on forms
      • Show Task Description on forms
      • Allow Create by User/Agent

    • The Show Task Name and Description settings allow you to hide the primary Amazon Connect Name and Description fields/values from Task Creation forms used by agents, and from Task detail forms displayed to agents when inbound tasks are delivered. Useful when either the Name or Description values on Tasks have no meaningful values populated due to Contact Attributes on the task containing all the pertinent information).

    • The Allow Create by User/Agent setting allows Task Templates to be defined to control how Inbound Tasks delivered to an agent are presented and behave (what fields are hidden, highlighted, editable, etc.), but not allow agents to create new Tasks using those templates.
    • Picklist type Template Fields behavior is updated to not automatically sort the configured choice options in the dropdown in alphabetical order, but instead use the order the choice options are entered in the field definition.

What's Fixed

  1. Update to address an issue in data and reporting in SCBI / QuickSight when emoticon / unicode characters were present in Email far-end "From Address" values.

What Else

  1. Symbee Connect User/Agent UI is updated to use version 2.18.8 of the AWS / Amazon Connect Streams library.

  2. Early Beta release of "Customer First" Campaigns, to augment the already existing Symbee Connect "Agent First" Preview and Progressive channel campaigns, with support for customer-first outbound interactions via Voice, Email, and SMS channels.

  3. Performance improvements to the Skill Queues view pages of the Symbee Connect Administration Portal.

  4. The Symbee Connect ScreenPop URL Fusions (both 1 and 2) are updated to support the special {USERID} token name being included as part of the Default Pop URL setting value, or the override pop URL value in the value of the referenced Override Pop URL Attribute. If the {USERID} token name is present anywhere in the Pop URL values, the {USERID} token gets replaced with the string of the user/agent's Login UserId.