Emplifi Agent 13.2 release is scheduled to be applied to all non-production environments on 16 Sept 2026 at 5:00PM ET. There will be no downtime associated with the release of this update, but it is always best practice for users to clear their cache after the update is complete.

Emplifi Agent 13.2 contains updates in the following areas (and more):

• Introducing Agent Sidekick:

  • Quick case updates, custom actions, and natural language search via Ctrl+K (Cmd+K) command bar

• AI Refinements & Enhancements (please reach out to your CSM to find out how to enable and configure them):

  • In-line AI Translation in the letter/email editor

  • Automatic AI Case Summarization upon opening cases

  • Configurable AI Tone of Voice for case letter rewrites

  • Enhanced AI Code Prediction hover details

• Case Management & Email Routing:

  • Routing rules for existing case email replies

  • Drag-and-drop case text reordering

• Reports & Utilities Enhancements:

  • New Work Time and Case Time To Close reports

  • Work Items Report direct download/export

  • Advanced Threshold Utility (ATU) improvements (column reordering, customizable alert emails, Excel attachments, address code recipient lookup)

• Audit Trail Enhancements:

  • Full traceability for case text reordering, deleted contacts, and address changes

  • Audit tracking for Limit Code Rules

• Security & Platform Updates:

  • Granular permissions for General Text Cards

  • Security remediations and third-party library updates

Reminder: Our deployment process includes a step that copies layout configuration files. Any changes made to layouts after the copy is made will need to be re-applied. We recommend freezing edits to layouts one week before the maintenance window.

Release notes with more details will be on or before the release date through the Customer Portal, online help, and Agent webinar series (https://learning.emplifi.io/events/).

Who do I contact if I have questions?
If you require additional information, please contact your CSM or Support. Support can be reached through our Customer Portal (https://support.emplifi.io/ ), by phone (+1-614-508-6150), or call toll-free using any of the following in country numbers:
USA/Canada – +1 855-508-6150
Germany – +49 800 1830448
France - +33 800 91 16 42
UK - +44 800 029 3282

Thanks!