Release Date: 31 March 2026

Introduction

frontline.io V26.2 delivers significant enhancements to the Remote Support Web service, with a focus on compliance, session insight, and administrative control. This release introduces call recording, post-call surveys, and a terms and conditions acceptance flow for guest users.

What's New at a Glance

New Features

Remote Support — Call Recording All Users

The Remote Support agent (RSE) can now record audio and video during a live session. Recordings are automatically saved to the session log and can be played back or downloaded for review, training, or documentation purposes.

Key Highlights:

• Manual Start/Stop: The agent can start and stop recording at any point during a session. Multiple recordings per session are supported, though not simultaneously.

• Recording Indicator: A visible indicator is displayed to the operator when a recording is in progress.

• Auto-Save on Call End: Any active recording is automatically saved when the session ends.

• Playback & Download: Recordings can be accessed, played back, and downloaded directly from the session log.

To enable this feature, please contact the frontline.io service team.

Remote Support — Post-Call Survey Admin setup | All Users

Workspace administrators can now configure a short survey that is automatically presented to participants at the end of a Remote Support session. Responses are stored against each session and can be reviewed in aggregate through the Backoffice.

Key Highlights:

• Custom Questions: Administrators can define up to 5 questions per workspace.

• Optional Completion: The survey is presented automatically at the end of each call but is optional for participants to complete.

• Response Analytics: Aggregated results — including average scores and completion rates — are available to workspace administrators and owners.

How to access (Admin): frontline.io Web → Workspace Management → Remote Support tab → Enable survey and manage questions.

To enable this feature, please contact the frontline.io service team.

Remote Support — Terms & Conditions Acceptance Admin setup | Guests

Administrators can now require guest users to accept a terms and conditions agreement before joining a Remote Support session. A checkbox is displayed on the join screen with a link to the configured terms URL. If the user unchecks the box, the Join button is disabled.

Key Highlights:

• Pre-Session Acceptance: The checkbox is checked by default and includes a direct link to the terms of use.

• Configurable per Workspace: Each workspace can store its own terms URL. The feature flag cannot be enabled without a valid URL configured.

• URL Validation: The system validates the URL format on save and will not allow the feature to be enabled if the URL is missing or invalid.

How to access (Admin): frontline.io Web → Workspace Settings → Remote Support → Enable "Private Terms of Use" feature flag and enter a valid terms URL.

To enable this feature, please contact the frontline.io service team.

Resolved Issues

Remote Support

• Captions: Live captions previously required both participants to enable the feature before they would appear for either user. Captions now work correctly as soon as one participant enables them.

• Guest Sessions: Guest users could previously initiate a broken Remote Support session. This has been resolved.

• Permission Enforcement: Users without the appropriate Remote Support permissions could previously open a broken session. Access is now correctly enforced.

Flow Editor — Animation Manager

• File Persistence: Files moved into a folder within the Animation Manager no longer disappear after the action is performed.

AI Studio

• Delete Guidance: The deletion workflow in AI Studio now clearly communicates that users must click Publish for a deletion to take effect.

Known Issues

• AI Chat (Model Ordering): The "Frontline AI" model is not currently displayed in the first position within the model selection list.

• AI Chat (PDF & Flow Editor): When providing a large, complex PDF as input, the AI may be unable to generate a complete and structurally sound procedure. This is a known issue currently under investigation.