We are pleased to announce the general availability (GA) of Channel Automation (CA) and Knowledge Management Enterprise (KME) 2026R1 for on-premise installations.
This release delivers key improvements which impact configuration, behaviour and general usage.
Highlights include:
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Updates affecting both CA and KME
- Session Idle Timeout popup.
- Burmese is now available as a Content Locale.
- Solr upgrade
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Channel Automation
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Email:
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New administration screens to configure EWS mailboxes.
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New administration screens to configure Java mailboxes (IMAP and POP3).
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New administration screens to configure outbound SMTP mailboxes.
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New APIs to configure EWS and Java mailboxes.
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- Messaging:
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Public Instagram support.
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Outbound attachment support for Private Social Messaging.
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Ability to view parked Messaging Work Items in the Work List.
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Ability to preview Messaging Work Items from the Work List.
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Transferring Live Chats with a consult.
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Live Chat Conferencing and sending whisper messages to other Agents in a Live Chat conference.
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Supervisor Barge In and Whisper functionality when monitoring Live Chats.
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- Integration:
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Ability to Embed Web Applications in the Auxiliary Panel.
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Amazon Connect Softphone: Transfer Notes.
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Ability to embed an external Customer Summary screen in the Customer Profile screen.
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- Agent Desktop:
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Ability to configure Availability Timer behavior.
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Ability to remove Contacts from a Customer.
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Ability to add Agents to Queues in Supervise mode.
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Knowledge Management Enterprise
- Knowledge Automation Bot:
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Ability to send search assistant answers to external applications.
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Knowledge Automation Bot Entitlements.
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Knowledge Automation Bot reporting dataset.
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Ability to submit feedback for AI-generated answers.
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KM Search Assistant Service API updates.
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- Knowledge Search:
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Update to Did You Mean behavior.
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Ability to search for hyperlinks.
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Ability to export search results to CSV.
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Ability to open first result of Suggested Knowledge Search automatically.
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- Content Sources:
- SharePoint Content Source configuration updates.
- Knowledge Widgets:
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My Searches Widget UI refresh.
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Knowledge Widget Sort icon updates.
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- Knowledge Automation Bot:
For detailed information on the features added in this release, refer to the 2026R1 Release Pack.
The em-docs.verint.com home page provides a starting point to access the Channel Automation and Knowledge Management Enterprise documentation.
To obtain the 2026R1 software, please raise a fulfilment helpdesk ticket.
To be notified of HFR releases for this or other versions, please turn on notifications for the Release News feed on Verint Connect.
