August 2026 — Call ID Allow List - Confirm Release Notes

New Features

New Ask us to allow-list a trusted caller’s number — Members who call you often, or who call from a VoIP line, can gradually build up a high phone-risk score and start coming through flagged as a high-risk device — which blocks voice authentication for someone you know is legitimate. Agents can now request that a caller’s number be added to our allow list right from the Agent Console, choosing a reason such as “calls in often” or “trusted VoIP caller.” Requests can be filed during the call or afterwards from the interaction review screen, so an agent who only realises it once the call has ended isn’t out of luck. Our team reviews each request by hand, so allow a little time — typically up to two business days.
New Track your allow-list requests in Configuration — A new Call ID Allow List page under Configuration shows every request your institution has filed, who filed it, the reason given, and where it stands — pending, completed, or declined. You can add a number directly from this page without a call behind it, and request that a number be taken back off the allow list once it no longer needs an exemption.

Improved A clear prompt when you still need to pick up the call — When a member is opened from your core system but their call couldn’t be matched automatically, the Agent Console now tells you so and points you at the Queue, instead of leaving you waiting for voice results that were never going to appear. Waiting calls in the queue also carry a visible Accept action now, rather than relying on a hover tooltip to tell you the row is clickable.
Improved Payment processing enhancements — A round of behind-the-scenes work on the Payments module adds support for a second payment processor, including saved payment methods for repeat payers and more reliable confirmation of completed transactions. There is nothing to change on your side — existing payment setups continue to work exactly as they did.
Improved Tidier call queue — Waiting call rows no longer show an internal reference code alongside the caller, making the queue quicker to scan.

Fixed Replies you add to a support ticket now reliably reach the Confirm support team by email. Previously a reply from your institution could go unnoticed, while our own updates to the ticket generated a notification back to us.