We’re excited to announce NEONNOW Release 3.31, a milestone update headlined by a major brand evolution and the launch of Outreach, our high-impact campaign platform for bulk SMS. This release also brings a significant expansion of our IQ suite, introducing powerful tools for real-time text correction, automated content extraction, and advanced refinement based on your specific rules. For Administrators, we’ve introduced a more intuitive sidebar layout and refined user roles, including the new Org Admin and Campaigner, to better support multi-product management and future scalability.

Release Schedule

Pre-release changes and go-live during the week of 2nd March. All dates are in AEDT.

London: 2nd March

Australia: 4th March

Oregon: 3rd March

North Virginia: 3rd March

Other Regions (including custom environments): please reach out to your account manager.

Branding Changes

We are delighted to announce some key branding changes to NEONNOW.

Platform Identity: Our entire communication platform is now NeonNow, encompassing all of our products and the admin application.
CX Product: Our contact centre product, NeonNow, is officially changing to CX.
Outreach Launch: We’re launching a brand-new product for bulk SMS and email called Outreach (see more below).
Website: Website changes will be coming in the upcoming weeks.

Changes Coming in Upcoming Releases

Get an early preview of what is coming up in the next few releases that will affect you and your Organisation. Please note, the below is subject to change.

New Domain: All products and applications (including CX) will move to our new neonnow.ai domain, replacing cw-neon.com.
Unified Admin: Our Admin application will transition to the "NeonNow" app. All admin settings will move to a dedicated administration section within this unified app.
CX remains Standalone: To ensure a focused experience, CX will continue to operate as its own separate application and URL within the new domain.
Transition Period: We will have a period of time where both old and new URLs will continue to work to ensure a smooth transition.
Branding: New product fonts and logos are on the way.

1.1 IQ

We have a suite of brand-new IQ features and changes in this release:

[New] Correct: Automatically scan and fix spelling, grammar, and punctuation in real-time. This ensures all outgoing communications maintain a high standard of quality without manual proofreading.
[New] Extract: Save time on long threads. This tool condenses lengthy emails and complex task descriptions into immediate, actionable summaries so you can focus on what needs to be done.
[New] Refine: Instantly improve text quality based on your specific rules. Whether you need to make a message clearer or ensure it stays strictly on-brand, Refine handles the heavy lifting.
[Change] Evaluate: This feature is becoming a setting of our new Refine feature, allowing agents to choose whether they get full evaluations or just rewrites.

1.2 General

Task References: Agent task references now support plain text in addition to URLs.

1.3 Fixes

Typing Indicator: Chat customer typing indicator now displays as expected.
Data Links: Attached data links and email addresses now work as expected (displaying with mailto links).

Introducing Outreach, our new high-impact email and SMS campaign platform designed to help your outbound messages truly get noticed.

Campaign Builder: Built for scale, Outreach simplifies complex communication through a Dynamic Campaign Builder that supports CSV contact uploads and template mapping.
Hyper-Personalisation: Drive deeper customer engagement using customisable variables to deliver unique, relevant data to every recipient.
Automated Compliance: The platform ensures compliance by seamlessly integrating with Twilio and SendGrid to track real-time delivery status and manage opt-out requests automatically.
SMS First: In this release, we're launching our first communication channel, SMS. Email will be available in a future release.

Accessing Outreach: To request access, visit the Outreach page in the Admin sidebar and select "Request Access," or reach out to your account manager to find out more.

Admin

1.1 Sidebar and layout changes

CX Branding: We've changed "Contact Centres" to our CX product. Clicking CX will take you to the existing contact centres page.
Outreach Integration: We've added the new Outreach product to the sidebar.
Navigation: We've moved other settings to the bottom of the sidebar for a cleaner layout.

1.2 Roles

Org Admin [New]: This is a new role that is functionally the same as the current Admin role. Org Admins can manage organisation settings and access everything in Admin. Only Org Admins can configure Outreach.
Admin [Changed]: The existing Admin role now has fewer permissions. They can continue to manage users and use products, but can no longer manage organisation-wide settings.
Campaigner [New]: A new role specifically for Outreach. This role can manage and run campaigns but cannot see the CX product or configure Outreach settings.

Note: All current users with Admin roles will be automatically changed to the new Org Admin role. No functionality or access will change.

1.3 Organisation Memberships

We are laying the groundwork for supporting multiple Organisation memberships, allowing you to access multiple organisations with a single NeonNow account.

URL Structure: Admin URLs now start with /o/id.
Redirects: We have introduced a temporary redirect, meaning old URLs will still take you to the admin home page for now. In the next release, old URLs will display a "not found" page.

1.4 Sign Up

Admins can no longer create CX contact centres as part of the initial sign-up.
They can still be created via the contact centres page or by clicking the "Get Started" button on the new product landing page.