Release Notes

Maintenance items, fixes, and new features for CxEngage and CxQM are released as needed throughout the year. This release note reflects changes to CxEngage and CxQM that were made since the last release.

---

You can find release notes for recent releases below.

Historical release notes can be found in the Release Notes Archive.

To receive email notifications for CxEngage platform issues, subscribe to updates from https://status.cxengage.enghouse.cloud/. Please check this page regularly for release details.

---

Important: A fresh log in ensures that your cache is cleared and that software updates are immediately available to you. Following a release in CxEngage and Skylight you are prompted to refresh your application.

• In CxEngage click the Refresh link and log back into the application.

• In Skylight click the notification and log back into the application.

Note: You can also log out of the application and log back in to update your instance of the application.

---

What's New

Here is a summary of the features and fixes included with the latest release(s).

CxEngage Release 26.04.18
All Regions	April 18, 2026

Update: Virtual Agent Integration with CxEngage

Enghouse Interactive's Virtual Agent can now be integrated with CxEngage to automate responses and support the routing of SMS and Chat interactions. Virtual Agent is an active participant in a conversation, designed to follow rules you create in order to provide answers based on customer questions. Virtual Agent automates handling of routine inquiries so your agents can focus on more complex tasks, improving the overall efficiency of your call center.

To provide a successful customer experience, you will need to create objectives, responses, and conversation logic in your Virtual Agent platform. Enghouse Interactive Professional Services will help you complete the configuration and integration of Virtual Agent.

Contact your Enghouse Interactive Sales Representative for more information.

CxEngage Release 26.04.01
All Regions	April 01, 2026

Update: Agent Assist in Skylight Desktop

AI-driven guidance has been introduced into Skylight Desktop chat and SMS messaging, allowing for real-time agent assistance and improving agent efficiency and consistency. This new functionality takes a live digital interaction and returns suggested responses, knowledge content, summaries, and wrap-up assistance.

When an agent accepts a chat or SMS interaction, the Agent Assist tab displays on the right side of the Skylight Desktop screen. Agent assist analyzes the real-time conversation between the customer and the agent and provides suggestions for responses to the customer and knowledge base articles to share.

When Agent Assist is active the following tabs are available :

• Live Assist - Displays all items that the agent may need to address based on the current conversation. This includes a checklist of best practices and possible responses based on the customers inquiry. Depending on what the customer inputs into the chat, Live Assist provides response suggestions to the Agent.
  The Agent can scroll through the possible responses, find the most appropriate, and click Insert to add it to the chat. Or, the Agent can manually enter a different response. Wrap-up information is also available.
  Note: The Agent can edit the suggested response before adding it to the interaction by clicking Edit under the entry.

• Checklist - If one has been created, a checklist displays. A checklist of best practices can help guide the agent through all the recommended steps during an interaction. When Agent Assist detects that a step has been met, the item is automatically checked off in the list.
  This list also shows on the Live Assist tab. As an item is checked off from the list, that item no longer displays on the Live Assist tab.

• Search - Enter a keyword or key phrase to find specific content.

• Browse - Shows a tree view of all the articles used to create the Knowledge base. The agent can expand categories to find related articles which can be sent to the customer. Click Insert for the article you want to include and then click Send on the response bar.

How to get Agent Assist

Agent Assist is a separate Enghouse Interactive application and you must have a license before you can use it with Skylight Desktop.

If you have an Agent Assist license, contact your Enghouse Interactive support representative to integrate the application with your CxEngage tenant.

If you are interested in adding Agent Assist to your tenant, contact your Enghouse Interactive sales representative.

Fix: Integrations without schemas cannot be updated (CXV1-31551)

Users were able to create integrations with arbitrary types and properties, but once submitted, they could not be updated. The ability to create integrations that are not assigned a CxEngage designated type has been disabled.

Fix: CxEngage | SMS interactions getting matched against wrong CRM contact despite "strict" setting in flow (CXV1-31678)

When matching SMS interactions that came from numbers that were not in the user's CRM database, Skylight was finding the closest match, even when strict was specified. The search functionality has been improved and fuzzy search has been disabled by default.

Fix: CxEngage | Unable to create new custom Realtime dashboard (CXV1-31990)

Users were unable to create and edit custom dashboards using the CxEngage UI. This issue has been resolved.

---

Recent Releases

Select a release date for a summary of the features and fixes included with that release. For other release information, categorized by year, see Archived Release Notes.