Introduction Overview This release includes:
Navigation & CTI refresh: Modernized top bar with live channel status, centralized messaging/breaks, and an updated CTI bar.
Telephony and platform stability updates
New features Top Navigation Bar updates and enhancements We're introducing a new Top Bar experience that brings global actions, channel access, team communication, and status controls into a unified, modern interface accessible across every page..
Key highlights & what’s changing:
Channel status and Quick sign-in
A new voice sign-in modal makes it easy to select your outbound campaign and inbound queues, with a "Remember this choice" option for faster future sign-ins and support for forced queue assignments.
Voice, Tickets, and Webchat status are visible directly in the top bar, with counter badges showing live waiting calls in real time.
In-App Messaging and Broadcast Center
Direct messaging is now consolidated into a single docked chatbox at the bottom right of the screen, organizing all existing conversations in one place rather than multiple separate windows.
Chat permissions are preserved — users without chat access won't see the list of online users. Broadcasts are accessible from a central Inbox popover with unread indicators and "Mark all as read" controls.
Authorized users can compose and send broadcast messages to specific users, groups, queues, or campaigns directly from the top bar.
Breaks and Approvals
Agents can select eligible breaks with reason comments and visible countdown timers. If a break is requested during an active call, it automatically starts once the interaction ends.
Supervisors receive badge notifications for pending break requests and can approve or deny them instantly — notifications only appear if a request has been waiting for over 5 minutes, avoiding constant interruptions.
Non-SSO users can also lock their GoContact screen while on break to keep their workspace secure.
Profile and Session Controls
The logout option was moved under the user’s avatar, now located on the right side of the top bar. This menu also contains an option to access the user’s Profile page (homepage).
The logout action prompts confirmation before logging out and offers a queued logout, ensuring agents handling active interactions are safely logged out only after all current calls or chats are completed.
Create tickets and send emails
The create ticket and send email features were kept in the top bar, under the “Create” button. These options redirect the user to the same interface as before and preserve the same permissions and requirements.
Error prevention features kept:
If a SIP agent accidentally refreshes or reloads their browser during an active call, a "Call Ongoing" modal automatically appears upon reload, allowing them to hold, resume, or end the call.
Duplicate session protection notifies users if a simultaneous session is attempted on another browser or device to prevent accidental session conflicts.
For additional details, refer to the Training guides:
Enhancements
Improved in-app notification display
Notifications now appear with a refreshed look in the top right of the screen. Up to three notifications can be displayed at a time, ordered by most recent. When bursts of notifications arrive, older alerts are queued behind active ones.
Refreshed CTI bar experience
The legacy CTI bar has been replaced with a modern, polished look and feel. The redesigned interface delivers a cleaner, more intuitive visual experience, and a refreshed status indicator makes it easier to see your voice channel state at a glance.
Contact Database – 500,000 Active Contact Cap
Contact Database – 500 Total Database Cap per Campaign
Real-Time Voice Endpoints – Optional Agent List
Database Manager – Persistent View Filter
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