Release notes for Zoom CX Insights

Zoom provides up-to-date release notes for Zoom CX Insights. This article contains information about recent changes to Zoom CX Insights, including new and enhanced features, updates to existing features, and bug fixes. In addition, you can find information about upcoming changes (if available) and see a full history of updates made in the last two years.

Notes:

Table of Contents

Upcoming Release

Details about upcoming releases will be posted as they become available.

September 19, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureScheduled queries for CX InsightsUsers can schedule any CX Insights query to run automatically on a daily, weekly, or monthly cadence using natural language, eliminating the need to manually re-enter recurring queries. Scheduled query results are delivered to the user's email inbox, along with a link back into CX Insights for follow-up exploration. Users manage all active scheduled queries from a dedicated panel within the product, where they can pause, edit, or delete individual schedules at any time.Web portal
New or enhanced featurePersonalized homepage for CX InsightsAdmins and supervisors can declare their business context once specifying which queues, teams, or agents they manage, their role, and their current business focus, and have that context persist across all CX Insights sessions. An AI-assisted setup dialog guides first-time users through this configuration on initial login, while returning users land on a personalized homepage with the option to update their context at any time. Once context is set, all charts, tables, and AI-generated insights are automatically pre-scoped to the declared context, eliminating the need to reapply the same filters each session. A persistent context summary on the homepage lets users confirm the active scope before interpreting data, and an inline edit control allows updates without navigating to a separate settings page.Web portal
New or enhanced featureFile attachments support in CX InsightsAdmins and supervisors can attach CSV and image files directly in the CX Insights chat interface to provide supplementary context for AI-generated insights. Uploaded CSV files are stored as named in-session datasets, allowing the AI to apply custom agent groupings, such as team, tier, geography, or vendor, that are not reflected in Zoom's default hierarchy when answering performance queries. Image files, including screenshots of dashboards or reports from other tools can be uploaded and analyzed by the AI. Uploaded data persists for the duration of the session, so users can ask multiple follow-up questions without re-uploading the file. Supported file formats include CSV, PNG, and JPG.Web portal
New or enhanced featureDefault AI Expert Assist report in CX InsightsAccount owners and admins with AI Expert Assist enabled can access a pre-built report in CX Insights that provides a unified view of AI Expert Assist activity across all five datasets: Agent, Skill, Suggestions, KB Article, and Tools. The report includes individual dataset widgets as well as cross-dataset widgets that surface adoption, effectiveness, and content quality insights, without requiring admins to manually identify and join datasets. Admins can quickly see whether AI Expert Assist is being used, which agents and skills are active, and whether suggestions and KB articles are being accepted. The report is fully editable and can be duplicated as a customizable starting point for further analysis.Web portal

Released

August 15, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureOperation logs for CX Insights actionsAccount owners and admins can access a dedicated CX Insights operation log under Reports > User activity reports in the Zoom admin web portal, consistent with existing operation logs for Contact Center and Quality Management. The log captures every significant user action including report generation, data exports and downloads, dashboard sharing, settings changes and scheduled report management. Each entry includes the category, action type, object name, and a human-readable operation detail that shows before and after values where applicable.Web portal
New or enhanced featureEnhancements to report formatting, export, and output persistenceUsers can request formatted exports conversationally from an existing analysis, generating an executive brief, presentation deck, or chat-ready summary without re-running queries or reformatting output manually using polish options which enhances CX insights experience.Web portal
New or enhanced featureEnhancements to prompt library organization in CX InsightsUsers can star individual prompts in CX Insights to build a personal favorites list that is separate from the shared prompt library. A filter row at the top of the recent chats surface allows users to narrow the visible list to favorites, the current project, or their own recently executed prompts. The Recent filter surfaces the user's last executed prompts in reverse-chronological order. Filter selections persist across sessions and devices so users return to their preferred view automatically. Starring and filtering are per-user actions and have no effect on the shared library or on other users' views.Web portal
New or enhanced featureEnhancements to memory for CX InsightsThe memory system in CX Insights runs a consolidation pass at conversation end or at a turn threshold, producing fewer, denser memories instead of fragmented logs. Memories are classified as user, preference, domain, or reference to guide retrieval weighting and expiration. Conflicting information updates the existing memory in place rather than creating a duplicate. Users can manage memories conversationally, with inline confirmation chips and one-click undo for deletes and updates. A memory panel in CX Insights settings displays all memories by type with per-item delete controls, and a first-session notice explains what is remembered.Web portal
New or enhanced featureEnhancements to cross-dataset analysis with post-engagement survey responsesPost-engagement survey responses including scores, answer types can be queried directly in the CX Insights natural-language compose bar. Responses are modeled as a first-class dataset in the semantic layer and automatically joined to each engagement's agent, queue, channel, handle time, and disposition data on engagement ID, eliminating the need for manual CSV exports or spreadsheet reconciliation.Web portal
New or enhanced featureConversation context indicator for CX Insights chatA persistent meter adjacent to the chat compose bar shows how much usable context remains in an active CX Insights conversation. The indicator is visible from the first turn and fills progressively as the conversation grows. This indicator then helps users to decide to open new chat so that context and data from before is successfully used in long conversations.Web portal

July 18, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
User features
New or enhanced featureWorkforce Management scheduling dataset in CX InsightsCX Insights users can filter and group analysis by schedule groups, queues, and agent combinations to connect Workforce Management configuration data to adherence outcomes. Planned schedule activity data such as training, meetings, and breaks, is available as a dimension for analysis so users can identify which activity types correlate with adherence gaps.Web portal
New or enhanced featureDataset coverage with variables for CX insightsSupervisors can ask natural language questions in CX Insights across variables. Custom variables bring CRM-sourced context such as customer tier, case type, or issue category into answers about queue and engagement performance, so supervisors can understand the reasons behind aggregate metrics. Admins can select which variables are sent to CX Insights, keeping sensitive customer data from reaching the AI surface without explicit approval.Web portal
New or enhanced featureScheduled queries for CX InsightsUsers can schedule CX Insights queries to run automatically on a daily, weekly, or monthly basis without re-entering queries manually. Scheduled results are delivered to the user's email with a link to open the query for further exploration. Suggested prompt templates (daily summary, morning briefing, weekly prep, agent actions digest) help users get started. All scheduled queries can be viewed, paused, edited, or deleted from a dedicated panel.Web portal
New or enhanced featureProject-level instructions and memory for CX InsightsCX Insights remembers project-level rules and individual context automatically. Project instructions are shared rules covering default analysis scope, metric definitions, output format, and business preferences that apply consistently across every conversation in a project. Project memory is automatically generated by the system from conversations to retain long-term context, such as a team's shorthand for a queue, a preferred reporting window, or a correction made in a previous session. Both instructions and memory can be created or updated using natural language, without needing to edit raw configuration.Web portal

June 20, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
User features
New or enhanced featureProject organization and session managementUsers can create projects to organize CX Insights chats into persistent, shareable workspaces. New chats can be created within a project or existing chats moved into one. Projects can be shared with team members at the project level, granting view-only access to the full body of work without per-chat sharing. Full-text search spans chat titles, questions, report titles, and report content, with results that deep-link directly to the matching question in a session. A reports (Artifacts) library at project level surfaces all generated reports in one place, eliminating the need to scroll through chat history.Web portal
New or enhanced featureMulti-language support for CX InsightsCX Insights supports users' preferred languages throughout the entire experience, including the user interface, natural language queries, AI-generated narratives, recommendations, follow-up suggestions, and exported reports. Chart labels, summaries, insight cards, and interface elements are fully localized. The platform natively supports 17 languages: English, Spanish, German, French, Portuguese, Simplified Chinese, Traditional Chinese, Japanese, Korean, Russian, Italian, Vietnamese, Polish, Turkish, Indonesian, Dutch, and Swedish.Web portal

May 16, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Users features
New or enhanced featureHuman-in-the-Loop (HITL) clarificationCX Insights supports Human-in-the-Loop (HITL) clarification to improve query accuracy and user experience. When the AI encounters ambiguous inputs or lacks sufficient context, it no longer returns a generic error. Instead, it asks a targeted follow-up question directly in the conversation, such as clarifying between similar entities or confirming assumed filters like date ranges. Once clarified, the query resumes seamlessly with the correct context.Web portal
New or enhanced featureProject organization and session navigationUsers can organize CX Insights work by creating projects that group related chats and reports into a shared workspace. Chats can be moved between projects, and projects can be shared with view-only or edit access. A cross-chat search lets users find keywords across chats and reports, with results that link directly to the relevant question or moment. A session progress bar enables quick navigation within conversations, while centralized report libraries at the chat and project levels make it easy to access all generated outputs without scrolling through chat history.Web portal
New or enhanced featurePersistent memory across CX Insights sessionsCX Insights includes a persistent memory store that retains analytical context across sessions at a user level offering personalization, so users don't need to reset their workspace or coach insights each time. Memory is captured automatically through repeated actions, declarations from the user or saved mappings, and gets triggered naturally during conversations. Users can manage all entries or add entries for persistent memory in a dedicated Memory panel under Settings and Personalization.Web portal
New or enhanced featureReport generation and sharing for CX InsightsUsers can generate structured reports from CX Insights markdown answers . The feature preserves markdown formatting including headings, bullets, and tables when copying content or creating reports. Reports can be downloaded as PDFs while maintaining proper permissions and audit logging.Web portal
New or enhanced featureExpansion of homepage with operational insightsCX Insights enables users to directly interact with homepage operational visuals such as charts, cards, and trends to easily explore the specific set of transcripts behind those metrics. It automatically identifies and scopes the relevant transcripts and provides insights based on the visual's applied filters, including time, team, queue, agent, and issue parameters.Web portal

March 21, 2026

New, enhanced, and changed features

 
TypeFeature titleDescriptionPlatforms
Admin features
New or enhanced featureGeneral availability for CX InsightsZoom CX Insights (CX Insights) introduces an AI-powered insights solution that enables customer experience teams to quickly understand why customers are reaching out, how conversation topics evolve over time, and where to focus attention for maximum impact. By analyzing engagement signals, CX Insights transforms complex data into clear, actionable insights that drive smarter decisions. Users can ask natural language questions, uncover emerging issues, and track trends to identify opportunities for improvement. For example, a support leader might ask, "Why did escalations increase last week?" CX Insights could reveal a surge in billing-related conversations following a pricing update as the key driver. Availability and data visibility vary based on licensing, connected data sources, and user role permissions.Web portal