Release notes 2.7
- Live update: 2026-01-27
- Platforms: All
News
Knowledge bases
Knowledge bases have been given a major boost. You can now edit content in tabular format, manage suggestions and approvals, and control permissions for editors and proposers. This makes it easier to collaborate and keep information up-to-date and quality-assured.
FAQ in web widget
Now you can display FAQs directly in the web widget. You choose which knowledge bases to use as sources, so visitors can quickly get answers to common questions without having to contact support.
Broken call windows for telephony
Manage calls in separate breakout windows directly from the desktop app. This provides a better overview and makes it easier to work in parallel with other tasks.
In addition, you can now have the app idle in the dock and still handle incoming calls. When a call comes in, a system notification appears where you can answer, reject or park the call directly, without having to open the app. When you answer the call, the dialer opens automatically, giving you quick access to all call features. This allows you to continue working undisturbed while lynes smoothly handles calls in the background.
To-do lists for response groups
The response group dashboard has new lists showing missed calls, bounced calls, manual callbacks, and voicemails. These replace the previous callback list.
Lists that are displayed can be configured in the response group's view settings. If enabled, a badge with the number of follow-up calls will also be displayed both in the response group's detail view and on the Contact Center icon.
Response groups
A new expand icon has been added to the conversation chart on the dashboard, which opens the chart in a larger dialog.
There are also new settings to control which supervisor settings are displayed in the dashboard, including a separate setting for callback-related features.
Waiting in video meetings
If you're waiting for other participants to join a video meeting, you can now press the spacebar to keep yourself busy in the meantime. A small way to make the wait a little more pleasant.
Customer prices
Partners can now manage products and prices in a table view, work with base levels, and specify agreement periods, making price administration both faster and clearer.
Fixes & Changes
Customer-oriented
Conversation IntelligenceThe transcription model has been updated to a newer version for better quality.
TelephonyAn issue where the CLI could be overwritten by billing information for some incoming calls has been fixed.
Tables A new visual appearance provides better readability and clearer structure.
Video meetings Face tracking is now more stable and reliable.
Partner-friendly Minor adjustments and internal improvements.
Patches
From 2025-10-21 to 2026-01-27
AI & Conversation Intelligence
The AI models for operators and web chat have been updated, with improved fallback handling in case of errors. Issues with custom AI voices have been fixed.
You can now see timelines and details for AI conversations, showing how the AI handled the dialogue.
An alternative summary model has been introduced and can be activated per user or response group.
Transcriptions have improved, especially in quiet parts of conversations, and instances where CI summaries showed “undefined” have been greatly reduced.
Several AI-related features have been stabilized, including image generation, “revise/reply” in cases, and translations in chat.
AI Support Agents & AI Operators
AI support agents can now create, resolve, and escalate cases, as well as follow instructions based on configurable role descriptions.
Calls handled by AI are automatically tagged so you can easily see what has been resolved and what requires follow-up.
Escalation to humans now occurs more controlled and not too quickly after handover.
AI operators and personal AI operators can send SMS as part of the dialogue.
When transferring from AI, the receiving agent now sees an AI-generated summary directly in the incoming call view.
Role descriptions are now used consistently for all AI roles in both web chat and response groups.
Contact Center (cases, email, chat, workspace)
The case overview has been improved with more settings for columns, grouping, smoother scrolling, and a new search function.
The case search function has received exact match mode, better handling of quoted text, and clearer display of emails in plain text.
Workspace behavior is more predictable, notifications work more reliably, and mobile navigation is improved.
Email handling has been stabilized with better attachment handling and smarter reply logic.
Several usability improvements make it easier to copy, read, and work with cases.
Agents and supervisors can now create cases directly from the contact card in Contact Center.
Web chat
Web chat agents follow business hours better and handle transfers more stably.
Visual adjustments in the web widget improve readability, especially for answers from knowledge bases.
Response groups, dashboards & to-do lists
The new to-do lists are automatically populated as cases are followed up.
Several dashboard issues are fixed, including missing calls, incorrect wait times, and AI call statistics.
Even without CI activated, recordings and transcriptions are now available for AI calls.
Opening hours & schedules
Opening hours, greetings and exceptions can now be edited in the same view, with improved mobile support.
New controls make it easier to handle deviating greetings, and permissions have been adjusted so more roles can administer this.
Telephony, subscriptions & billing
The management of mobile subscriptions has been improved with fewer errors regarding data packages, eSIMs and data cards.
Invoicing and contract management is more accurate when changing licenses and invoice models.
The correct billing number is now used in more edge cases.
Integrations & webhooks
The Fortnox integration is more robust and Lime CRM has a more stable connection and better configuration options.
Webhooks for calls, AI, and insights have improved diagnostics, error handling, and notifications.
A new webhook for partner billing data has been added.
Knowledge Base, Analytics & Admin
Knowledge bases load content faster, support more URLs, and update more reliably.
Analytics reports can now be exported to PDF and Excel, with new AI and case metrics.
Administrative permissions and logging have been improved.
UX, mobile & other
Many minor UI fixes improve the overall experience in the app.
TTS playback works better on iOS and Android.
Fewer unexpected logouts and more stable chat and federation features.