Due to Salesforce AppExchange publishing requirements, certain managed package updates must be released as a new version (26.X) rather than a fix release (26.X.X). As a result, the Salesforce package version may not align with the NiCE release version. The current version of Unified Agent for Salesforce Voice available on Salesforce AppExchange is 26.4.0.
NiCE Release 26.2/ Salesforce AppExchange Version 26.5.0
Released 29 June 2026
New Features
NiCE Unified Routing for Salesforce Digital Channels
Agents can now receive and handle Salesforce digital interactions—including SMS, WhatsApp, Facebook Messenger, and LINE—in the Omni-Channel widget alongside voice contacts. These digital channels are routed through the NiCE CXone routing engine, allowing agents to manage all interaction types in a unified interface.
| Customer Request |
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UI Change |
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Salesforce Voice Transcripts for Refused Calls
Transcripts are now generated for refused calls in Service Cloud Voice. This allows supervisors to review customer utterances captured during IVR or queue time, even when the agent did not answer the call.
| Customer Request |
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UI Change |
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Handle NULL/Empty string in the VC record
The NiCE CXone Agent for Salesforce Voice now ensures the Master Call ID is always populated in the Voice Call record for all call types, including regular, consult, and reskill calls.
| Customer Request |
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UI Change |
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Call Disconnect Status Indicator in CXone Agent for Salesforce Voice
A toast message indicator now displays in the Salesforce window when a call is disconnected while the Salesforce Omni-Channel Widget is minimized. This provides agents with a clear visual notification that the call has ended, regardless of whether the agent, the customer, or the system initiated the disconnect.
| Customer Request |
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UI Change |
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Wait time indicators for transfer targets (Queue ) for Call Transfers in Salesforce Voice
Agents using CXone Agent for Salesforce Voice can now view wait time indicators for queues when performing a warm or cold call transfer. The wait time indicator helps agents identify queue availability before transferring, reducing failed transfers and improving the customer experience. Queues that do not display a wait time are considered available.
| Customer Request |
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UI Change |
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Add Caller and New Call Button Behavior in Multi-Conferencing
The Add Caller and New Call buttons in CXone Agent for Salesforce Voice now behave consistently during multi-party conferencing. When an agent uses Add Caller, the system automatically merges all call legs into a single conference once the consulted party answers. When an agent selects New Call during an active voice interaction, a consult call is initiated and the original call is placed on hold.
| Customer Request |
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UI Change |
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Copilot integrated in Component App for Unified Agent for Salesforce Voice
CXone Mpower Copilot for Agents is now available within the Unified Agent for Salesforce Voice as a companion application. Copilot uses AI to provide real-time assistance during voice and digital interactions, including live interaction summaries, customer sentiment detection, knowledge base answers, transfer summaries, journey summaries, and AutoSummary at interaction end. Copilot helps agents handle interactions more efficiently by reducing manual effort, decreasing after-contact work time and average handle time, and improving customer experience through guided workflows and smart suggestions.
| Customer Request |
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UI Change |
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NiCE Transcription integrated in Component App for Unified Agent for Salesforce Voice
Agents using CXone Agent for Salesforce Voice can now view a real-time transcript of ongoing voice calls within the companion app. The live transcript displays speech from both the agent and customer with speaker identification, updates continuously without delay during the call, and is saved to the interaction record for future reference after the call ends.
| Customer Request |
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UI Change |
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Contact History integrated in Component App for Unified Agent for Salesforce Voice
The Agent Contact History feature provides agents with a view of their past interactions directly within the Salesforce Voice interface. This Lightning Web Component (LWC) displays completed voice and digital interactions—including NiCE Voice, NiCE Digital, and Salesforce Digital channels routed through NiCE Unified Routing—giving agents real-time context to deliver more personalized and efficient support.
| Customer Request |
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UI Change |
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AutoSummary integrated in Component App for Unified Agent for Salesforce Voice
The CXone Agent for Salesforce Voice now includes AutoSummary as an integrated component in the Unified Agent application. When a call ends, AutoSummary automatically generates a concise summary from the interaction transcript and displays it in the Disposition Notes field. Agents can review and edit the generated summary before saving, enabling them to quickly finalize accurate call summaries.
| Customer Request |
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UI Change |
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Accept / Reject Interaction Handling for SF Digital Channels
Salesforce Digital Channel interactions routed through CXone advanced routing now support manual Accept and Reject handling, allowing agents to accept (opening the interaction in the CXone active contact panel and Salesforce workspace tab) or reject (redistributing it to the next qualified agent) via an Omni-Channel widget toast, replacing the previous automatic acceptance behavior — requires Manual Accept/Auto Accept settings to be in sync on both platforms.
| Customer Request |
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UI Change |
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Fixed Issues
Version 26.2.5
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Call Prev and Call Next buttons are not working when initiating agent is connected on IB call. (SF-15848)
Version 26.2.2
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Hold button becomes disabled after first click (SF-15722)
Version 26.2
Fixed Issues
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Error when closing Voice Call record after disconnecting external party and ending calls. When agent 1 attempts to close a Voice Call (VC) record after ending all the calls an error message is displayed: “We couldn’t end your call. Refresh the page and try again. (SF-15490)
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Address book Pagination implementation. Currently SCV address book takes time to load on UI as it’s a limit based and as per limit fetching data in single call. SF now supporting a pagination in address book. that needs to be incorporated. (SF-15361)
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Two Voice calls are shown in Omni widget inbox for same IB call when it is received by agent. (SF-15599)
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Multi-party: Call parties in omni-channel are not appropriate named. Update SF UI to represent consulted agent name and skill name correctly. (SF-15408)
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Multi-party: Agent remaining offline after browser hard reset. SCV status resets to Offline instead of restoring Busy after browser close and reopen (SF-15656)
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During an active voice call, the call participant order in the omni-channel call group is now preserved after a page or tab refresh, ensuring agents see a consistent and stable participant list without reordering. (SF-15964)