What's new in 16.1.1

This page summarizes Thirdlane Connect capabilities introduced or substantially improved in 16.1.1. Your administrator decides which features are enabled for your tenant. For installation and basics, start with About Thirdlane Connect.

Omnichannel Contact Center (agents)

If you work as a queue agent, the workspace adds:

Multi-session strip — A row of session pills above the conversation area; each pill shows channel, contact, status, and unread count. Switch sessions with one click.
Offer mode — New or handed-off work is highlighted (accent row, pulsing status, prominent Accept).
Unread badges — On rows and pills; accepting an interaction can auto-focus the conversation.
Unified voice and messaging queues — Shared concepts and states across channels.
Call waiting — Accept, reject, or place inbound queue calls on hold while handling other work (per your queue policies).
Pause codes — Set availability reasons (for example Break, Lunch, Training) visible to supervisors and reporting.
After Contact Work (ACW) — Standardized wrap-up and disposition flows aligned with queue policies.
Outbound SMS and WhatsApp — Send from the workspace with templates, variables, and delivery tracking where configured.
CRM in conversation — Look up contacts, view activity, add notes from the conversation context.
CRM list picker — In the Customers sidebar, scope lists for outreach (static or dynamic lists with counts).
CSV import for CRM contacts — Import from Connect with duplicate handling, optional list assignment, and preview (full mapping may still use PBX Manager).

See Contact Center Agent Workspace for usage-oriented detail.

AI and call intelligence

Call detail insights — Where AI analysis is enabled, the call detail view can show summary, sentiment, category, QA-style score, and action items.
Call history badge — An indicator when AI analysis exists for a call.
Voice messages — Record in chat; waveform playback and speed control (web and desktop); optional transcript when speech recognition is available.
Live dictation — Speak into the message composer using the browser recognizer or an on-device engine (web and desktop).
Connect AI settings — Settings → Connect AI: feature toggles, engine status, model options, microphone test, dictation test.
On-device speech recognition — Optional one-time download for offline-capable, higher-accuracy transcription (language support depends on the model).
On-demand transcripts — Transcribe incoming voice messages locally when supported.

See Connect AI.

Look and feel

Dark mode — Light, Dark, and System options in Language and Appearance settings (web and desktop).
iOS in-call experience — Mobile Connect now follows Apple guidelines and uses CallKit for the system call bar, with a dedicated Call Controls screen and a global in-app Call Bar for Hold/Resume, Transfer, Keypad, and End call. See Integrated Calling.
Welcome page — Time-of-day greeting, formatted date, avatar highlight, company/department context.
Themes — Consistent controls across Blue, Green, and Monochrome skins.
Login page — Cleaner layout (web and desktop).
Typography — Inter font on web and desktop.
Emoji — Native Unicode emoji plus a full emoji picker (search, categories, skin tones, frequently used).
Icons — Lucide SVG icons across major areas of the app (web and desktop).

Messaging and SMS

Messenger-style layout — Direct chats use familiar left/right alignment for incoming and outgoing messages.
Date and time — Day separators, compact timestamps, full detail on hover.
SMS from profiles — Start SMS from a contact profile with smart DID selection where applicable.
SMS errors — Failed sends show inline instead of failing silently.
Naming — The UI refers to SMS Chats where SMS conversations are listed (aligned with SMS-focused workflows).

Settings and configuration

Call settings — One tabbed screen combining General, Forwarding, Find Me / Follow Me, Screening, Blocking, and Recording (web and desktop).
Audio and Video — Clearer grouping and labels; Device Permissions shows microphone and camera status with quick access to grant access.

Contacts and directory

Directory tab — Browse company directory contacts alongside personal contacts.
Popover actions — Chat, call, and meeting actions from directory entries where permitted.
Photos — Remove your profile picture or clear a contact picture when supported.

Sidebar — Resize, collapse to a narrow rail, drag handle, double-click toggle, Ctrl+B / Cmd+B to collapse or expand; preference is remembered.
Progressive Web App (PWA) — Install Connect from a supported browser for an app-like window and offline caching where configured.
What’s New — In-app release highlights after upgrade; reopen from the user menu.
Locales — German and Japanese added on web and desktop; German, Japanese, and Portuguese also added on mobile; translations refreshed across locales.

Security (user-visible)

Reduced sensitive data exposure in storage, logs, and requests (platform-wide hardening).
Voicemail PIN entry is masked.
Improved session handling with secure token-based reconnection.

Diagnostics and reliability

Settings → Diagnostics — Live status for messaging, SIP, internet, meetings, microphone, service worker; actions to reconnect, probe, or test the mic.
Diagnostics profiles — Named profiles (for example Connection, Voice/SIP, Messaging, Meetings, AI) replace a single logging toggle; sessions can auto-stop after a timeout.
Per-call diagnostics — From Call History, open signalling timeline and WebRTC quality summary for supported calls.
Download diagnostics report — One JSON export with metadata and recent logs; sensitive headers and passwords are masked; optional masking of phone numbers and names.
Reconnecting banner — When the session is recovering, a banner may appear with optional Reconnect now.

See Diagnostics and troubleshooting.

Meetings

When the meetings service is unavailable, the Meetings area shows a warning, and primary buttons may be disabled with a tooltip instead of failing silently. Tabs and entry points stay visible so you know the feature exists; the UI recovers when the service is reachable again.

Where to read more

Topic	Page
Connect AI	Connect AI
Agent workspace	Contact Center Agent Workspace
Diagnostics	Diagnostics and troubleshooting
Appearance	Language and Appearance
Messaging	Messaging