September 2026 — NetSuite & Workflow Reliability Fixes

Several fixes shipped for the NetSuite integration and the workflow builder:

• The Connected Account status for NetSuite now correctly shows "Connected" for accounts linked via OAuth 2.0. Previously it could show "Not connected yet" even when the connection was fully working.
• The AI-Skills list for NetSuite now shows the complete set of available skills in AI-Configuration and in the NetSuite AI workflow node's skill picker, matching what's listed on the Integrations page.
• In the workflow editor, nodes attached to a "Route by Intent," "Route to Team," "Transfer to Agents," "Reroute," or "IVR Menu" node's Available/Unavailable/After Hours branches now save correctly when added. If you built one of these branches before this fix and it isn't behaving as expected, re-open the workflow and reconnect the branch node to pick up the fix.
• The bot now always sends a message if it can't complete a requested handoff mid-conversation, instead of going silent.

For sites with the Microsoft Dynamics 365 integration enabled, transcript push now supports attaching the transcript as a Dynamics Activity (such as a Phone Call or Task) instead of a Note.

By default, transcripts continue to be attached as a Note on the linked Contact, Lead, Account, or Incident, exactly as before — this is unchanged unless you turn on the new option.

To use the new option, open Admin > Account > Integrations > Microsoft Dynamics:

• Attach the transcript as an Activity instead of a Note — when enabled, the transcript is written

as a Dynamics Activity, which appears in that record's Activities tab rather than as a Note. Because a Dynamics Activity's description field has a length limit (unlike a Note, which can also carry the full transcript as an attached file), a very long transcript is truncated with a note indicating this — enable the Note option instead if you need the complete transcript preserved.

• Prefer the parent Account when available — only used with the option above. When the chat is

linked to a Contact or Case that has a parent Account, the Activity is attached to that Account instead of the Contact or Case directly. If no parent Account is found, the Activity is still attached to the originally linked record.

• Activity type — the Dynamics activity entity to create (for example phonecall or task).

Leave blank to use phonecall.