UCaaS now gives support teams clearer messaging context, more automated AutoTask integration documentation, and a more reliable Android call experience. Desktop messaging improvements help agents choose the right channel, PSA enhancements reduce manual call logging, and Android updates improve call answering and active call controls.

What's New

• The Desktop "from" dropdown now shows a visual indicator for internal-messaging-only values, helping support agents distinguish internal channels from external ones.
• The shared SMS inbox now shows which internal user responded to a message, making conversation ownership easier to track when multiple contacts share the same phone number.
• AutoTask integration now automatically creates call log notes with detailed call metadata, keeping support records complete without manual logging.
• Android users can now answer incoming calls without unlocking the screen, restoring expected call availability when the device is locked.
• AutoTask integration now supports configurable ticket creation settings for Early Access partners, including field customization and workflow toggles.
• Call metadata is now automatically attached to selected PSA tickets when a call ends for Early Access partners, giving support agents richer context for each interaction.
• The Android Active Call Screen has been refreshed for Early Access partners with modern UI elements and more accessible controls for mute, hold, transfer, and conference.

Why You'll Love It

Clearer Desktop messaging indicators reduce the risk of sending internal messages through external channels, while shared SMS identity details make team conversations easier to follow. Automated AutoTask call logging helps support agents spend less time entering call details manually, and enhancements add more flexibility and context to ticket workflows. Android improvements also make call handling more reliable, with a lockscreen fix for incoming calls and a refreshed Active Call Screen for a more modern mobile experience.

How to Access It

Desktop messaging improvements, shared SMS identity details, automated PSA call log notes, and the Android lockscreen call-answering fix are live now in UCaaS and are automatically applied where supported. The refreshed Android Active Call Screen, PSA call metadata attachment, and configurable ticket creation settings are available in Early Access through the UCaaS platform. Use the Managing Early Access Features instructions to get started: Managing Early Access Features

App/Play Store Release Notes

The updated Android Active Call Screen delivers a modern interface with improved controls for mute, hold, transfer, and conference, making mobile call handling easier and more consistent.