Release Date: 02/28/2026
Below, you’ll find the details of this month’s active releases, along with links to the corresponding Help Center articles for more information:
Engage
Section(s): Access ControlA new Access Control section has been added to the platform, available for users with the Administrator role or with the corresponding permissions granted.
This section includes two main menus: Users and Roles.
• In Users, you can create, edit, and manage the accounts of those who use the platform.
• In Roles, you can create new roles and define their permissions, allowing or restricting access to different sections of Engage based on operational needs.
Articles: Help Center Section(s): Overview > Get started here - Video tutorials
LiveStart your experience as an Agent with this series of videos and articles designed to guide you from the basics, such as accessing and navigating the platform, to managing incoming conversations, sending proactive WhatsApp messages, and using tools like Video Calls and Co-browsing to enhance your support experience in Live.
In this training, you will find:
• 4 tutorial videos covering all the tools available to Agents in Live
• 7 related resources to reinforce the information presented in the videos
Articles:Start your experience as a Coordinator, Agent Supervisor, Supervisor, or Administrator. In a series of videos and articles, you’ll be guided from basic processes, such as access and platform navigation, to more advanced topics, including creating users and groups, managing general settings, and analyzing key metrics to continuously improve your Live support model.
In this training, you’ll find:
• 11 tutorial videos covering all the sections and tools available in the Live platform
• 16 related resources to reinforce the information from the videos
Articles:- Get started with Live: Training for Coordinators, Agent Supervisors, Supervisors, and Administrators
Virtual AssistantThe Manage your content from the Knowledge section training is now available in our Help Center. This training is fully focused on the Knowledge section, providing a practical walkthrough to help you manage content in a strategic and efficient way.
In this training you'll find:
• 5 tutorial videos exploring the entire section, its modules, and the key aspects for managing and optimizing content.
• 10 related resources as complementary and reference materials.
Articles: