🎯 Now Live!Release Date | 8th July 2026
Let’s dive into the key highlights, exciting improvements introduced, and a few known issues to keep an eye on. Every update brings something new, with a focus on enhancing the experience!
The following section provides key highlights, improvements, fixed issues and known issues in AIW Aspen Q2 Patch2 Release.
Key Highlights
Our team’s been on the move, polishing the UI and adding smarter functionality to power up your daily grind. Curious about What’s New? Dive in and explore the latest highlights - they are too good to miss!
File Attachment Support
User Persona: End User
Tired of Chasing Users for Screenshots and Log Files?
Enhance incident reporting with AIW File Attachment Support.
AIW now lets users securely upload supporting files during Incident conversations, enriching ticket context with intelligent validation and seamless attachment handling.
Conversational File Uploads
Upload supporting files directly through AIW conversations while creating or updating Incidents.Automatic Incident Association
Files are automatically linked to the appropriate Incident ticket.Intelligent Content Analysis
AIW interprets uploaded content to provide richer context for troubleshooting.Support for Common File Formats
Supports images, PDFs, Microsoft Office documents, HTML, and XML files.
For more information, refer to File Attachment Support.
Quick Links for Common Issues
User Persona: End User, Analyst
Log in. Click Once. Get things done.
Launch your most frequently performed tasks directly from the login page with configurable quick links. Instantly access your organization's most frequently used tasks with configurable quick links on the login landing page. Start with one-click access to the tasks you use most, right from login.
Faster Access
Instantly access the tasks and actions you use most, right after logging in.Simplified Navigation
Reduce the time spent searching through menus with one-click shortcuts.Fewer Clicks
Complete routine tasks faster by reaching common actions directly from the login page.Improved Productivity
Start your work immediately with quick access to frequently needed features.Organization-Specific Experience
See quick links tailored to your organization's most commonly used tasks and workflows.
For more information, refer to Quick Links for Common Issues.
Custom Information Banner and AI Disclaimer
User Persona: End User, Analyst
Keep what matters in plain sight.
AIW now provides a persistent information banner that keeps organization-specific contacts, announcements, guidance, and other essential information always visible throughout the conversation.
In addition, a standard AI Disclaimer is displayed to help users understand the nature of AI-generated responses and encourage responsible AI usage.
Persistent Visibility
Always visible within the AIW panel and remains fixed during the conversation.End User Convenience
Instantly access important support contacts and guidance when needed.Analyst Productivity
Quickly refer to escalation contacts and operational information.Standard AI Transparency
A built-in AI Disclaimer informs users that AI-generated responses may have limitations and should be verified when necessary, promoting responsible and informed usage.
Non-Intrusive Experience
Displays information without interrupting or influencing AIW conversations.
For more information, refer to Custom Information Banner and AI Disclaimer.
Custom Agent Names
User Persona: End User, Analyst
Give AIW a name your users already know and trust.
End Users and Analysts will now see organization-specific names for the AI assistant and the Live Agent throughout the AIW interface.
This enhancement provides a more intuitive, transparent, and user-friendly support experience.
Familiar Support Experience
Uses organization-specific terminology to provide a consistent and familiar support experience.Organization-Aligned Naming
Displays agent names that match your organization's preferred terminology and branding.Consistent User Experience
Uses the configured agent names consistently across the AIW interface for a unified experience.
For more information, refer to Custom Agent Name.
Live Agent Transfer (LAT) Availability Control
The right support, at the right time.
Provide users with the flexibility to connect with a live support agent when needed, while ensuring a seamless AI-assisted experience when live support is unavailable.
User Persona: End User / Analyst
This feature controls how AIW responds to requests for live agent assistance and ensures users receive an appropriate experience based on LAT availability.
✅ Perks at a glance
Seamlessly transition from AI assistance to a live support agent when available.
Receive clear guidance when live agent support is unavailable.
Maintain a consistent and transparent support experience.
For more information, refer to Live Agent Transfer (LAT) Availability Control.
Conversational Response Feedback for AIW
Enhance user confidence and experience with Conversational Response Feedback for AIW.
User Persona: End User / Analyst
This feature provides real-time visibility into agent activity by displaying progressive responses, live task updates, and visual feedback making interactions more transparent, responsive, and engaging.
✅ Perks at a glance
Streamed Response Rendering
Agent responses are displayed progressively as they are generated instead of waiting for the complete output.
Background Task Transparency
When the agent performs multi-step operations, users see real-time status updates describing each step in plain language.
Typing Indicator
A visual indicator appears immediately after a user submits a request, confirming that the agent is actively processing it.
Micro-animations
Subtle animations highlight important interaction moments such as message arrival, response completion, or status updates.
For more information, refer to Conversational response feedback of AIW.
Improvements
The following section provides a sneak-peak of improvements introduced in AIW Aspen Q4 ‘26 June Release
Improvement Name | Description | Benefits |
|---|---|---|
LAT Auto Escalation | When administrators enable Live Agent Transfer (LAT), AIW automatically detects repeated user frustration during an active conversation. If a user expresses dissatisfaction or frustration many times, AIW proactively initiates escalation to a live support agent, helping ensure that unresolved issues receive timely human help. For more information, refer to LAT. |
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Fixed Issues
There are no fixed issues for this release.
Known Issues
There are no known issues for this release.