Changelog: Contact Center - Web - 5.7.0

Changelog contact-center
1

Released: 2026-07-17 Updated: 2026-07-14

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Summary: Add support for mobile client tablet and favorites in queues, in video; add support for screen readers in native video AI flows, and accessibility support for modules such as the chat header; unified customer and agent core paths in video call end reporting; changed PTSN upgrade-to-video join experience; fixed several issues in both video and chat including clipped elements, issues with Portuguese language translations, and quick reply buttons’ incorrect displays.

Added

  • [Video] Added mobile client tablet support for video.
  • [Video] Added favorites support for queues in native video transfer scenarios.
  • [Video] Added meeting support for Zoom Virtual Agent voice actor.
  • [Video] Added customer historical recovery for waiting room and meeting state reconciliation.
  • [Video] Added support for screen readers in the native video AI interpreter flows.
  • [Chat] Added accessibility support for modules such as the chat header.
  • [Chat] Added support for Google Calendar URLs and Google Docs URLs within knowledge base iframes.

Changed

  • [Video] Changed video call end reporting to unify agent and customer core paths.
  • [Video] Changed the public switched telephone network (PSTN) participant upgrade-to-video join experience.
  • [Video] Changed the transfer, participant, and drop-in barge confirmation windows to reduce memory usage.

Fixed

  • [Video] Fixed an issue where outbound SMS number requests were triggered when no video channel was present.
  • [Video] Fixed an issue where the contact search dropdown was clipped in the invite dialog when the dialog height was limited.
  • [Video] Fixed an issue where the Portuguese conversation language and subtitle language options did not match.
  • [Video] Fixed an issue where Portuguese could not be selected as the translated language.
  • [Chat] Fixed an issue where the window would not open automatically in lazy-loading mode.
  • [Chat] Fixed an issue where the original bot avatar cannot be restored even after a subsequent successful load when the avatar fails to load.
  • [Chat] Fixed an issue where quick reply buttons were incorrectly displayed in message history.