Google Cloud CCaaS prerelease notes: New features and fixes
Google Cloud announced prerelease notes for its Contact Center as a Service (CCaaS) platform. Key new functionality includes Direct Access Points for routing chat conversations directly to queues via API configuration, bypassing default routing logic. The release also addresses numerous bugs, improving agent desktop performance, voicemail handling, reporting accuracy, and integrations with Salesforce. These updates are expected to benefit engineers and architects managing contact center operations on Google Cloud.
- →Direct Access Points for chats
- →Google Cloud CCaaS prerelease notes
Features (1) ›
- Google Cloud Contact Center as a Service Direct Access Points for chats
Direct Access Points for chats You can use a Direct Access Point (DAP) to route a chat conversation directly to a queue, based on the response from an API that you configure. This lets API-initiated chats bypass default routing and enter the intended queue immediately.
Fixes (1) ›
- Google Cloud Contact Center as a Service
Fixed an issue where the inactive chat dismissal timer didn't reset after a chat was transferred from a virtual agent to a human agent. Fixed an issue where voicemails disappeared from the queue immediately after being opened. Fixed an issue where the reporting dashboard incorrectly displayed call and agent status during a cold transfer to another queue. Improved rendering performance in the agent desktop mini chat adapter. Fixed an issue where the storage path for screen recordings didn't align with the folder structure displayed in the user interface. Fixed an issue where missing public file
Notes (1) ›
- Google Cloud Contact Center as a Service Google Cloud CCaaS prerelease notes
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
https://docs.cloud.google.com/release-notes#July_07_2026