Release 3.25
The 3.25 release introduces supervisor barge-in for calls and chats, a major upgrade to user management with automatic Amazon Connect provisioning, SCIM support for identity provider integration, and a streamlined contact centre setup experience—alongside a range of UI refinements, admin improvements, and bug fixes.
Release Schedule
Pre-release changes from the 16th June and go-live dates during the week of the 23rd of June.
Regional dates coming soon.
NEONNOW
1.1 Supervisor Barge-In
Supervisors can now monitor and barge into live calls and chats directly from Amazon Connect real-time metrics. Clicking the eye icon opens a task in NEONNOW where supervisors can switch between monitor and barge modes as needed—no extra setup required.
Supervised call on Desktop
Supervised chat on Softphone
1.2 User Management Improvements
NEONNOW now handles Amazon Connect user provisioning for you—no need to pre-create users in Connect. When you add, update, or remove a user in NEONNOW, the changes will be automatically synced with Amazon Connect.
Learn more in our help docs.
▸ New User List
The updated user list gives you a clearer overview, showing email, phone number, role, and more. Use the 3-dot menu next to each user for quick actions like editing or removing them.
The new user management page.
▸ Simplified User Setup
Add or update users using a redesigned form that covers both NEONNOW and key Amazon Connect details like security profile, routing profile, and username.
Already have an existing Connect user? Just match the Connect Login Name, and NEONNOW will link the accounts automatically.
Adding a new user.
1.3 General Improvements
- Consistent page titles and layout across all desktop views
- Navigation sidebar toggle icon has been updated for clarity
- The grey background and excess spacing have been removed for a cleaner, unified experience across all desktop pages
- Directory:
- Improved contact hover animation
- Better readability for teams contact statuses
- Removed large drop-cap initials for a simpler look
1.4 Fixes
- Templated responses now display correctly and searching works as expected
- Email signatures now save reliably
- Reports opened from the softphone no longer fail to load in some use cases
Admin
2.1 SCIM Provisioning
You can now provision NEONNOW users directly from your identity provider, including Microsoft Entra ID, using SCIM.
To enable this, go to: Contact Centre > Configuration > Users > External Provisioning.
Learn more in our help docs.
2.2 Contact Centre Setup Wizard
We’ve made it easier to create contact centres with NEONNOW. The setup wizard has been reorganised for clarity, removing unnecessary steps and manual input:
- Contact Centre and Role steps have been reordered
- Prerequisites have been rewritten with clearer icons
- Your Amazon Connect instances and users are now automatically loaded and selectable
- Added a new final page to confirm successful setup
- Improved clarity and layout of the Create Role step
- Removed the concept of Draft and Pending contact centres—they’ll now be created during the final step
2.3 Admin Fixes
- "Token expired" error pages no longer appear incorrectly
- Improved performance when signing in/loading the app
- The sign-up flow now handles pauses/resumes more reliably
- Creating or editing email templates no longer loads old content by mistake
2.4 General Admin Updates
- Pages now scroll to the top when navigating
- The Settings section is now called Configuration
- Redesigned breadcrumbs: click the icon to return to the root
- Contact Centre Summary:
- Breadcrumbs replace the old “Back to contact centres” link
- Action icons replaced with right-aligned buttons
- Contact centre info has been reordered for clarity
- New Set Up Guide button added to help with onboarding
- Alphabetised lists for configuration items such as Features and Users
- “Agents” is now called Users
- Admin sidebar and header have been aligned with the NEONNOW app
- The support icon is now in the top right of the header with a new icon
- Updated icon for the Users section in the sidebar
- Improved filtering UI for certain feature pages (e.g., wrap codes)
- Infrastructure improvements for NEONNOW user management