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SmartAgent

v3.4 Release Notes

UAT Release Date5th February 2026

We’re pleased to introduce SmartAgent v3.4 which delivers significant enhancements to support your GDPR compliance obligations and extends the expiry date for Tasks.

What’s New?

GDPR Delete Customer Data (Pilot Release)

New self-serve functionality allowing customer data to be securely and permanently deleted on request, supporting stronger data privacy and regulatory compliance.

This feature introduces a button allowing users with the relevant permission to trigger the permanent deletion of a contact. An API is also available for scripted bulk-deletion requests.

A single deletion mechanism enables the permanent deletion of one or multiple Contact IDs, along with all associated artefacts, including recordings, emails, transcripts, attachments, chat messages, and related metadata.

User Experience

Users with the relevant permission will see a new ‘Delete Contact’ button when viewing a contact within Contact Search.

3.4 release notes

Functionality

  • Delete Contact button in Contact Search to permanently remove an individual contact
  • Bulk Delete capability to delete multiple contacts in a single action
  • Removal of all associated artefacts across supported channels and storage types

This feature is currently in pilot release, allowing us to validate it against real-world operational needs before wider availability. Feedback from pilot customers will help shape the final experience and ensure appropriate safeguards are in place.

To learn more, please refer to the GDPR Delete Customer Data user guide

How to enable this feature

📆 This feature is in Pilot release, please fill out this form and we will be in touch.

Other Improvements

Extendable Task Expiry Period (General Release)

What is the improvement?

The task expiry period can now be extended up to 90 days, giving you greater flexibility and better support for longer-running tasks. If you’d like to change your current expiry period, simply complete the form below.

Previously, tasks could only be set to expire after a maximum of 30 days, with no option to extend. This often caused tasks to expire before they were completed, particularly where work depended on external parties or longer timelines.

While this feature is now in General Release, environment-specific changes may still be required for your deployment, so please reach out and we will review these with you.

ID&V for Email & Webforms (General Release)

What is the improvement?

The ID&V plugin has been fixed so it now displays correctly for Email and WEBFORM contacts. All values captured during the contact flow are now shown, bringing these channels in line with the behaviour of other contact types

Bug Fixes

AreaDescription
Quality Assurance - EvaluationsSearch results now handle time zones more consistently, so contacts created around midnight are displayed accurately
Automated Rules for EmailWe’ve identified an issue where contacts could receive multiple auto-response emails from certain forms; automated rules now send only one email as expected.

This release also includes several general improvements and background fixes to further enhance platform stability and performance.

Changes since first published

  • Feb 5, 2026

    Patch release 3.4.1 - Feb 5, 2026

    • Multi-Party Call (MPC): Fixed an issue where the ACW contact log appeared to the person monitoring the call after the call stopped being monitored.