Contact center
Ability to change recipient list in an email reply
Agents can now add and modify email addresses in the To, Cc, and Bcc fields in replies to ACD-routed email interactions. For more information, see Work with ACD email.
Outbound call flow variables
Architect call flow designers can now use the built-in variables in outbound call flows to consume data from the contact list to provide more dynamic experiences within an agent-less flow. For more information, see Architect built-in variables.