New at Emplifi: product updates worth getting excited about

August 2026

August brought practical updates across Care, Bot, and Flow Automations. From clearer queue visibility to faster access to reply templates, here’s what’s new.

See every case in every queue

For teams managing high volumes of customer cases, knowing how many cases are in a queue is rarely enough. You need to know which ones are waiting and why.

The new Assigned case queue filter in Care gives supervisors and agents exactly that visibility. Filter your case list by one or more queues, see every individual case waiting inside them, and quickly spot what is slowing resolution down. It’s a small update with a meaningful impact on queue management and accountability.

A smarter, faster agent chat experience

The Agent Chat widget, used across webchat and the Emplifi Agent platform, has been redesigned with agents in mind.

Clearer icons make actions easier to understand, a resizable text input gives agents more room to craft thoughtful responses, and a dedicated emoji menu adds a personal touch when it matters. Templated responses are also faster to access through a searchable interface, so agents can find the right reply without breaking their flow.

Less friction, faster responses, happier customers.

Keep your automations organized with tags

If you’re running a large number of Flow Automations, finding the right one should not feel like searching for a needle in a haystack. You can now assign custom tags to your flows, add multiple tags to a single automation, and filter by them instantly.

A small quality-of-life improvement that makes a real difference as your automation library grows.

Coming soon: Fuel AI

Fuel AI, Emplifi’s next-generation intelligence layer, is currently in beta, with broader availability coming soon. We’re not ready to share everything just yet, but there is more to come.