Customer conversations get expensive when an agent has to ask the same question twice, hunt through three systems, or wait for a handoff to finish. These v20 releases focus on that work: put the customer record beside the conversation, send the right work to the right team, and leave the next person enough context to pick up where the last one stopped.

September 2026 — Put the CRM Beside the Conversation

A customer shouldn't have to repeat their case number, order history, or last conversation because the agent is looking at a different screen.

• Dynamics 365 in the agent's workspace. v20 can bring contacts, accounts, cases, activities, notes, and CRM fields into the conversation. Agents and chatbots can look up the customer, see the history, and take the next action from the same workspace. Set up Dynamics 365 chatbot knowledge and actions.
• More control over where a conversation goes next. Routing priority, escalation timing, and specialist handoffs give administrators a way to send a billing question, support case, or sales request to the team built to handle it. Build a v20 workflow.
• More useful activity history. Email and integration activity improvements give supervisors a better record of what was sent, what happened next, and where to look when a customer follows up.

August 2026 — Make the Integration Do Its Part

Integrations are only useful when they carry the conversation forward instead of giving the team another screen to maintain.

• NetSuite can keep the customer story with the customer record. Teams can search records, create the right follow-up item, map the fields they use, and choose how transcript history is stored. Configure the v20 NetSuite connector.
• Better chat details where customers notice them. Read receipts, launcher behavior, and chat-window presentation received attention so the live-chat experience feels deliberate instead of bolted on.
• Guided setup for real use cases. Shopify onboarding and integration setup flows now do more of the work of getting a team from "we connected it" to "our chatbot can actually answer the question."

July 2026 — Ask Better Questions. Keep the Answers.

Teams need feedback they can use, not another form that disappears into a spreadsheet.

• Hosted surveys and workflow surveys. Send a survey as its own link or put it directly into the customer journey. Use the answer to guide the next step instead of treating feedback as an afterthought. Use surveys in Velaro v20.
• Reports that show the channel behind the number. Response-time reporting now gives teams a better view of how chat, messaging, and other channels are performing, so leaders can act on the part of the operation that needs attention. Review v20 reports and analytics.
• More say over the widget and the route. Deployment controls and routing options let administrators decide where the chat widget appears and what happens when a customer starts a conversation.

June 2026 — Find the Conversations That Get Bounced Around

Customers feel every bad handoff. v20 now gives teams a way to see where a conversation gets passed around, where it stalls, and where the workflow needs a different answer.

• See the handoffs that cost your team time. Conversation analysis highlights fragmented journeys so managers can look at the actual path a customer took and change the workflow, chatbot prompt, or team assignment behind it. See the conversation analysis report.
• Publish knowledge without making setup the project. A default knowledge index gives teams a sensible place for their first content, so a chatbot can start with the information the team already has.
• Give workflows more to do. New survey, message-speed, and channel-aware actions give teams more ways to collect an answer, respond in the right format, and carry the conversation forward.

May 2026 — Give Customers Something Useful While They Wait

Silence is where customers decide they have been forgotten. May's work focused on keeping the conversation useful before, during, and after the handoff.

• Busy messages and richer replies. Teams can give customers a timely update when agents are occupied, then send useful rich content, survey invitations, and booking links in the channel where the conversation is already happening.
• Privacy choices that match how your organization works. Cookie consent, GDPR settings, and transcript-retention controls give administrators practical ways to govern the customer data their teams collect. Configure cookie consent and GDPR controls.
• A workflow canvas that shows what will actually run. Jump points, path warnings, and visible trigger priority make it easier to catch a disconnected step before a customer finds it first.

April 2026 — Connect v20 to the Microsoft Tools You Already Use

April made it easier to turn a customer conversation into work your Microsoft stack can see and act on.

• Power Automate and Microsoft connections. Teams can connect conversation events to the processes they already run in Microsoft, including the work that needs to happen after a customer message ends. Connect Velaro v20 to Power Automate.
• Search the words customers actually used. Transcript keyword search gives support and operations teams a direct way to find the conversation, phrase, or issue they need without reading a pile of old threads.
• Less guesswork during integration setup. Guided setup, Dynamics 365 additions, and clearer administration controls help the person responsible for the stack get a connection right before it reaches the agent team.

What this means for your team: v20 is built for the moment after a customer asks for help. The agent has the record. The chatbot has the right information. The workflow knows where the conversation belongs. And the next person can see what already happened.

Need help setting up one of these features? Browse the Velaro v20 Help Center for current guides.