This page tracks recent highlights for both Velaro platforms. Each section is labeled so your team can quickly find the updates that apply to its workspace.

See the full Release Notes Archive for complete details on past updates.

September 2026 — Velaro v10/v11 (LiveFluence)

September adds more flexibility and continuity to the classic Velaro agent experience.

• Modern Microsoft Dynamics 365 connection options. A site-level OAuth 2.0 connection can be used as the shared default, allowing agents to work in Dynamics without individual sign-ins. Teams that need individual attribution can still let agents connect their own Microsoft account. Explore the v10/v11 Dynamics integration.
• More ways to preserve conversation context in Dynamics. Transcript delivery can now create a Dynamics Activity—such as a Phone Call or Task—in addition to the familiar Note option. Administrators can select an activity type and, when appropriate, use the related parent Account for the activity timeline.
• JSON exports for transcripts and Engagement reports. Teams can export the same conversation and report fields in a developer-friendly JSON format for downstream reporting, CRM, and automation workflows. Read the v10/v11 JSON export guide.
• Helpful automation and handoff continuity. Chatbot webhook actions provide practical follow-up paths for eligible packages, while continued push, routing, webhook, and bot-handoff refinements help conversations move smoothly to the next best action. Learn about classic chatbot webhooks.
• More responsive manager dashboard actions. Join and Shadow now confirm with the live conversation state before updating your view, so what you see always matches what actually happened on the engagement.
• Smarter desktop notifications for shared inboxes. When a teammate picks up a conversation first, your desktop notification for it now clears automatically, keeping your alerts focused on what still needs you.

September 2026 — Velaro v20

Velaro v20 continues to deepen CRM-aware AI, workflow flexibility, and connected operations.

• Dynamics 365 AI knowledge and actions. v20 bots can use Dynamics-aware tools and configured fields to bring customer context into the conversation and support helpful CRM-connected workflows. Explore the v20 Dynamics 365 bot guide.
• More expressive workflows. Routing, escalation timing, and specialist handoffs gained additional controls to help teams design the right path for each conversation. Visit the v20 Workflows Guide.
• Connected integration operations. Ongoing enhancements across integration setup, field mapping, and delivery workflows help teams connect chat, CRM, email, and automation with confidence.

August 2026 — Velaro v20

August focused on helping v20 teams shape more capable customer journeys.

• Smarter workflow design. New routing and handoff controls give administrators more ways to guide conversations by audience, availability, timing, and expertise.
• More polished AI experiences. Bot and handoff refinements, along with expanded persona choices, give teams more flexibility to match the assistant experience to their brand.

August 2026 — Velaro v10/v11 (LiveFluence)

Classic-console improvements continued to strengthen conversation delivery, routing, and the flow of context into connected systems.

July 2026 — Platform Foundations

Across Velaro, July focused on better customer context, configurable routing, and useful follow-through after every interaction.

• v10/v11: conversation data, transcript access, and integration-ready workflows continued to make it easier for teams to carry context beyond the chat.
• v20: expanded scheduling, routing, and CRM-aware configuration gave administrators more control as coverage needs evolved.

Earlier This Summer — Velaro v20 NetSuite & Workflow Highlights

• NetSuite Connected Account status and available AI skills are presented more clearly across v20 configuration and workflow experiences.
• Workflow branches for routing, team transfer, rerouting, and IVR paths are easier to build and maintain.
• Bot handoff guidance was refined to help keep customers informed and conversations moving when a handoff needs another path.

For v20 setup and configuration guidance, see the NetSuite Connector Guide and the NetSuite Bot Knowledge Guide.