July 2026 — Agent Console & Two-Way SMS Messaging

New Features

New Agent Console — A redesigned workspace for handling members, organized into clear Verify, Chat, and Payments tabs so agents can move through a member interaction without hopping between screens. It rolls out on an opt-in basis: each agent can switch it on from their account menu with the New Experience toggle, so you can try it with a few agents before rolling it out to your whole team.
Please note: the legacy call center interface is being retired. The new Agent Console will fully replace it by September 1, 2026 — or sooner once everyone at your institution has switched on the New Experience. We encourage your team to enable it and get comfortable with the new experience ahead of that date. Updated training videos for the Agent Console will be available soon on our resources site to help your team make the switch.
New Member security questions — For institutions on the Corelation (Keystone) core, agents can now see a member's core security questions right in the interaction panel, giving them another way to confirm identity.

Soon Two-way text messaging — We're building support for members to text your institution, with their messages landing right in the interactions queue alongside calls and chats, and a full message history per member. This groundwork is in place now and will roll out to institutions in an upcoming release.
Soon Collections texts — A new way for collections staff to text a member about a late loan payment, one member at a time, using the member search you already know. Part of the messaging rollout coming in a future release.

Improved Verify members in-branch without a live call — Agents can now run a knowledge-based verification for a member who's standing in the branch, even when there's no active phone call.
Improved Clearer Research Center cases — The Research Center now spells out exactly why each call was flagged — for example a voice mismatch versus a likely synthetic or recorded voice — and lets you review archived cases, so investigations are faster and better informed.
Improved Live Activity feed — The Activity tab now refreshes on its own after a verification, and a new refresh button lets agents pull the latest activity on demand.
Improved Stronger data protection — We've added further encryption safeguards, both in transit and at rest, as part of our ongoing GLBA compliance work — another layer of protection for member information.

Fixed Calls that ended before an agent opened the member's details weren't always being flagged as high-risk, which made the "Not Assigned High Risk Calls" report read as empty. These calls are now flagged correctly, so the report reflects real risk.
Fixed The "Customer Documentation & FAQs" link on the support page now points to the current resources site.
Fixed Assigning a member from a core search now works reliably, even when that member hadn't been seen in the portal before.