SMS Campaigns

Content Leaders can now include SMS messages within their customer campaigns, expanding communication reach and reducing delivery costs.

This enhancement allows organisations to engage audience segments that do not use WhatsApp or other app-based messaging platforms.

SMS campaigns offer a more universal and reliable delivery method, reaching customers directly on their mobile devices — without requiring internet access, third-party apps, or platform-specific permissions.

This update ensures every customer can receive timely and consistent updates, regardless of their preferred communication channel.

AI Variables for the Flow Builder

Content Managers and Flow Admins can now enhance the AI Agent by defining custom variables directly within the Flow Builder.

This allows the AI Agent to use specific data contexts or to interpret customer input and convert it into structured data — all through simple prompts rather than code.

Example Use Case

The AI Agent can identify a customer’s location and use it to deliver localised responses or tailored recommendations.

Field name: identifyCity
Prompt: “Identify the closest recognised city or district from the customer’s input.”

Conversation example:
Customer: “I need a dentist near Soho.”
AI Agent: “I found several clinics near Soho, London. Would you like me to list them?”

This capability gives teams greater flexibility to personalise customer interactions, automate data capture, and extend the AI Agent’s intelligence — all within existing Cirrus workflows.

Support Messaging Channels in SAP V2

The integration with SAP Service Cloud V2 (Agent Desktop) has been enhanced to improve visibility of incoming customer conversations.

Agents can now view the exact channel type icon for each incoming Cirrus Digital interaction, making it easier to identify whether a message originated from email, web chat, WhatsApp, SMS, or another supported channel.

This update helps agents respond faster and with greater context, ensuring a consistent and efficient experience across all messaging channels.

Migrating to Access Token in Zendesk

As part of Zendesk’s enhanced security standards, Cirrus Digital integrations now require authentication using an Access Token (API Key) instead of traditional username and password credentials.

This change strengthens data security and aligns with modern authentication best practices.

Important:
Username and password authentication will no longer be supported for Zendesk connections. Admins should update their Cirrus Digital integration settings to use an Access Token before the deprecation date to avoid service disruption.

The migration must be completed by December 31, 2025, to ensure uninterrupted access.

Zendesk Manual Ticket Update

Agents can now manually update Zendesk tickets with conversation transcripts, tags, and file attachments directly from Cirrus Digital.

From within any active conversation, select “Update the ticket in Zendesk” from the three-dot menu to push the latest details to the corresponding Zendesk ticket.

This enhancement streamlines the update process, reduces duplicate effort, and minimises errors that can occur when managing tickets across multiple platforms.

Hiding Customer Phone Numbers

Admins can now hide customers’ phone numbers from agents during conversations to strengthen privacy controls and protect Personally Identifiable Information (PII).

Enabling this setting helps prevent identity theft and privacy breaches, while ensuring compliance with data protection regulations such as GDPR, CCPA, and HIPAA.

This feature can be configured in the General section of the Privacy and Security module.

Note:
Once enabled, customer records that contain only a phone number will appear as “Anonymous.”
The phone number will not display in:

• Customer listings
• Elastic search results
• Autocomplete suggestions
• Customer record details

This update enhances data protection by ensuring sensitive information remains fully secure within Cirrus Digital.

Blocking Developer Tools from Agents

Admins can now restrict agents from accessing browser developer tools by disabling the right-click context menu and blocking the F12 shortcut within Cirrus Digital.

This enhancement helps deter casual attempts to inspect the DOM or view API calls, adding an additional layer of security to the agent interface.

Note:
This control is designed to discourage unauthorised access but does not provide complete protection, as advanced users may still bypass client-side restrictions.

CSP Allowlist for Chrome Extensions

Organisations can now add authorised Chrome Extension IDs to the CSP (Content Security Policy) allowlist, enabling those extensions to securely access Cirrus Digital content alongside existing iframe permissions.

This enhancement maintains platform security while ensuring CSP configurations remain stable and compatible with approved browser extensions.

Note:
The Allow the agent workspace toggle must be enabled to embed the iframe.
In most cases, organisations experience no security conflicts when embedding the Cirrus Digital iframe and can leave this configuration blank.

Support for Additional File Types

Cirrus Digital now supports additional media formats to improve compatibility with modern communication channels.

Newly Supported File Types

• OPUS files – compressed audio files that deliver high-quality sound with low file size and latency, ideal for voice communications.
• OGG files – a flexible container format, similar to MP4, commonly used for storing compressed audio or video.

Notes

• OPUS and OGG files can be downloaded in their original format but cannot be previewed or played directly within Cirrus Digital.
• For WhatsApp, only OGG files encoded with the OPUS codec are supported, with the following limitations:
  • Mono input only
  • Maximum file size of 16 MB
• To enable these file types, go to Settings > Privacy and Security, and enable them under the Media section for Customers and/or Agents.

This enhancement increases flexibility when handling audio messages and ensures greater support for commonly used communication formats.

New Login Page

The Cirrus Digital login page has been fully redesigned to provide a more secure and user-friendly experience.

The new design introduces enhanced authentication and accessibility features, including:

• Password reset functionality
• Password complexity policies
• One-time password (OTP) support
• Mobile-friendly access for all devices

In addition, the page now displays your organisation’s logo and branding, ensuring a consistent and professional look across the Cirrus Digital platform.

This update strengthens security, simplifies user access, and enhances the overall login experience.

Google Business Messages (GBM)

Starting with this release, Cirrus Digital no longer supports Google Business Messages (GBM). The GBM module has been removed from the Settings page.

This change does not affect existing data. All historical GBM messages remain accessible within Cirrus Digital, and previous GBM interactions continue to appear in:

• Conversation history
• Insights reports
• Dashboard analytics

This update ensures historical reporting accuracy while aligning the platform with current supported messaging channels.

Duration of Time before Reassignment

With this release, the “Duration of time before being reassigned to the agent” toggle has been removed from the Auto-assignment module.

This update is part of our ongoing effort to simplify configuration options and retire unused or legacy features, ensuring the Auto-assignment module remains clear and efficient for all users.

Existing assignment behaviour remains unaffected, and no additional action is required from Admins.