Top 10 Salesforce Winter '26 Features to Transform Contact Center Operations

The Salesforce Winter ’26 release delivers a wave of innovations that can supercharge contact center efficiency and customer experiences. From AI-driven agent assists to telephony upgrades, the new features empower admins, managers, and agents alike to work smarter. Below, we highlight the top 10 Winter ’26 features most poised to transform contact center operations – with what they do, how to apply them, and examples of the impact they can have.

1. Multi-Party Voice Calls for Complex Issue Resolution (Pilot)

Sometimes resolving a customer issue takes a village. Multi-Party Voice Calls in Service Cloud Voice now allow up to six active participants on a call, such as the customer, multiple support reps, and even outside experts – plus a supervisor can listen in or barge in as needed. This means an agent can conference-in a product specialist or a manager in real time, instead of juggling separate calls or callbacks.

Use in Contact Center: For high-stakes or technical cases, agents can initiate a multi-party conference to get instant help from a tier-2 specialist or supervisor. This collaborative approach speeds up resolution by bringing all the right people onto one call.

Deployment Example: Imagine a customer with a complex software issue. A tier-1 agent can add a tier-2 technician and the account manager to the call (pilot feature for Amazon Connect-based voice centers) to troubleshoot together. Everyone hears the same information first-hand, reducing miscommunications and hand-off delays. Who benefits: Admins will need to enable/configure this feature (especially if it’s in pilot), but agents and customers see the immediate benefit of faster, one-call resolution.

2. Unified Omni-Channel Voice Routing for Better Load Balancing

Salesforce is simplifying how inbound and outbound calls are routed by introducing Unified Omni-Channel Voice Routing. This feature consolidates voice routing into Salesforce’s Omni-Channel infrastructure, providing a single “source of truth” for agent capacity across all channels. In practice, it means the system can intelligently balance an agent’s workload – whether they’re handling calls, callbacks, or other tasks – to prevent overload and reduce customer wait times.

Use in Contact Center: With unified routing, managers can enforce consistent workload distribution. For example, if an agent is at capacity handling chats and emails, Omni-Channel can hold new calls or route them to available colleagues, ensuring no single rep is overwhelmed.

Deployment Example: A contact center implements unified routing so that voice calls, voicemail callbacks, and even desk phone calls all queue through Omni-Channel. An admin sets up skills and priorities in one place. Agents enjoy a smoother experience with fewer simultaneous assignments, and customers reach an available agent faster. Who benefits: Admins and developers will handle the routing setup (and may need telephony provider support if required), while managers get better visibility into agent capacity. Agents benefit through a more balanced flow of work.

3. Outbound Voice Campaigns Made Easy

Winter ’26 makes it simpler for contact centers to run outbound calling campaigns directly from Service Cloud Voice. Admins can now easily set up outbound campaigns in Salesforce, which automatically enables the campaign in the Amazon Connect instance. This tight integration means proactive customer outreach (like service reminders or follow-up calls) can be managed without heavy lifting or custom coding.

Use in Contact Center: This feature is ideal for service teams that need to periodically call sets of customers – for example, to follow up on cases, conduct satisfaction surveys, or alert users to an important issue. Instead of manually dialing lists or using a separate tool, agents can use an integrated dialer campaign.

Deployment Example: A support manager creates an outbound campaign to call all customers who had a high-severity case resolved last month to ensure their issues remain fixed. With Winter ’26, setting up this campaign in Salesforce Voice is point-and-click, automatically configuring the telephony side. Agents are then popped with outbound calls in their console, complete with the context of the campaign. Who benefits: Admins or supervisors configure the campaigns. Agents simply take the scheduled calls. Managers gain a new channel to drive customer engagement and can monitor campaign outcomes in Salesforce.

4. Keyboard Shortcuts for the Softphone (Agent Productivity Booster)

Every second counts in a fast-paced contact center. Keyboard Shortcuts for the Voice Softphone allow agents to perform common telephony actions with quick keystrokes. Answering calls, placing callers on hold, muting, transferring – all can be done without hunting for on-screen buttons. This not only speeds up call handling but also improves accessibility for power users.

Use in Contact Center: Agents can configure their own hotkeys for routine actions. For instance, hitting a simple key combo to accept an incoming call or end a call. During peak hours, shaving a few seconds off each interaction (and reducing mouse fatigue) can improve overall service levels.

Deployment Example: A contact center enables softphone shortcuts and encourages agents to use them. One agent sets Ctrl+Shift+H as the “Hold” command. When a caller needs to fetch some info, the agent presses the combo to hold, updates the case, then presses it again to resume – all without moving the mouse. Over a day, the agent handles slightly more calls and feels less strain. Who benefits: Agents primarily benefit from this quality-of-life improvement. Admins might need to update to the latest CTI package version that supports shortcuts, but configuration is minimal. Managers benefit indirectly through efficiency gains and happier agents.

5. AI-Suggested Replies with Predictive Quick Text

Repetitive questions are the norm in support – now Salesforce is using AI to help answer them faster. Predictive Quick Text suggests pre-written message snippets to agents in real time as they type. Essentially, the system watches what the agent is writing in a chat or message and surfaces relevant canned responses (from the Quick Text library or recent usage) that match. The rep can insert the suggestion with a click, saving time and ensuring consistent wording.

Use in Contact Center: In any high-volume support channel (live chat, SMS, WhatsApp, etc.), agents often send the same info – like password reset instructions or shipping policies – over and over. With predictive suggestions, new or seasoned agents alike can reply with vetted, on-brand answers instantly, rather than composing each reply from scratch.

Deployment Example: An agent begins typing “Hello, thank you for contacting us. To reset your password…” in a chat. Immediately, a list of suggested completions (like a formatted password reset guide) appears, drawn from the knowledge base of quick text responses. The agent picks one suggestion and it populates the chat, cutting typing time dramatically. Not only is the response faster, it’s also exactly the phrasing the company prefers. Who benefits: Agents love the time-saver. Admins should train and curate the Quick Text entries (and turn on the feature in setup) – this feature is largely for them to empower agents. Managers benefit from improved handle times and consistency.

6. AI-Powered Knowledge: Article Summaries and Dynamic FAQ

Your knowledge base just got smarter. Winter ’26 introduces AI-generated article summaries and dynamic FAQ sections for Knowledge, which supercharge customer self-service. The AI-generated summary provides a concise overview at the top of a knowledge article, so customers can quickly judge if the article is relevant to their issue. Meanwhile, the new Dynamic Q&A section lists the most common related questions (and answers) associated with that article, ranked by popularity. This helps surface helpful info without the user having to scroll or search separately.

• AI Article Summary: A one-paragraph auto-summary of the article’s content gives readers the gist upfront. This reduces customer effort – they don’t have to read the entire article to see if it addresses their problem.

• Dynamic FAQ (Q&A): Common questions related to the article are shown (and periodically refreshed based on what users click). For example, on an article about returns, you might see a question “How long do refunds take?” with a short answer, drawn from content or past queries.

Use in Contact Center: These features deflect contacts by making self-service portals and help centers more effective. Customers find answers faster, which means fewer calls or chats for agents on basic issues. When cases do come in, agents can trust that the knowledge info is concise (they might even use the summary themselves for quick reference).

Deployment Example: A contact center’s admin enables AI summaries for their Help Center articles. A customer searching “reset my product” on Google lands on a Salesforce Knowledge article about resetting a device. Right under the title, they see a two-sentence AI summary confirming the article covers their issue – saving them from skimming a long article. At the bottom, a Dynamic Q&A section displays “What if I don’t have access to my email?” with an answer, addressing a follow-up question the customer might have. They find what they need without ever initiating a chat. Who benefits: Admins/Knowledge managers need to turn this on and ensure their knowledge schema supports it. Customers benefit directly. Agents benefit through reduced simple queries and can trust the knowledge base more. Managers see improved self-service success rates (which is a win for customer experience).

7. Rich Text Case Descriptions (Beta) for Detailed Case Logging

No more plain-text drudgery – case descriptions can now have rich text formatting (currently beta). This means whether a customer is submitting a case via a web form or an agent is jotting details, they can include bullet points, bold text, hyperlinks, even images. The result is a more readable, informative case record. Key details won’t get lost in one long paragraph; instead, they can be highlighted or structured clearly.

Use in Contact Center: Think of an agent escalating a case to Tier 2 – with rich text, the Tier 1 agent can format the description for clarity: e.g., Steps to Reproduce: as a bold sub-header, then a numbered list of steps the customer took. They could attach an image the customer provided directly into the description field for easy reference. This improves hand-offs and reduces back-and-forth clarifications.

Deployment Example: A support admin enables Rich Text Case Descriptions in Support Settings. A customer submitting a case through a community portal can now use a rich text editor for the description, embedding a screenshot of the error message and highlighting key info. The support rep who picks it up sees a well-formatted issue report rather than a block of text. They spend less time deciphering the problem and more time solving it. Who benefits: Admins must enable this beta and possibly train agents to make good use of formatting. Agents benefit by receiving and creating clearer case data, improving resolution quality. Managers benefit indirectly through faster resolutions and better case quality metrics.

8. Smarter SLA Management (Milestones & Routing Enhancements)

Staying on top of Service Level Agreements (SLAs) is easier in Winter ’26 thanks to several enhancements for case milestones and Omni-Channel routing. These features help contact center managers and agents prioritize work to meet response and resolution times:

• “Time to Next Milestone” Field: Now you can display a live countdown of how much time is left before a case’s next SLA milestone is due, right in list. Reps can sort or filter cases by this to tackle those nearing breach first.

• Pause SLA Milestones: Agents can pause an individual milestone timer when an action is outside their control (for example, waiting on a customer response) without pausing the entire case timeline. This prevents unfair SLA violations and highlights true waiting periods.

• Accept-By Date in Omni-Channel: A new “Accept By” date/time can be set for work items in Omni-Channel, letting the system prioritize and push work that’s approaching a deadline. Essentially, it routes items not just by age or priority but by how long they have until an SLA commitment expires.

Use in Contact Center: These tools are best for service managers and admins to configure and monitor. For example, an admin can add the Time to Next Milestone column to the Cases list for agents and set up Omni-Channel routing rules that factor in that timing. Agents use it as a cue to handle urgent cases first. Pausing milestones is useful when an agent awaits customer info – they can pause the clock so the case isn’t marked late unfairly.

Deployment Example: A support center has a 4-hour first-response SLA on P1 cases. The manager enables Time to Next Milestone and now agents see “1h 20m” or “(Overdue)” flags on their case list. An agent working a P1 case hits a roadblock awaiting third-party data – they use the Pause Milestone button. The case’s SLA countdown halts, and the system knows not to count this waiting period against the agent. In Omni-Channel, incoming work is sorted such that a case with an “accept by 5:00 PM” target will jump the queue as that time nears. Who benefits: Admins set up these features (in Entitlement Settings and Omni-Channel settings). Agents and managers both benefit: agents get clearer priorities and fairer metrics, managers get better compliance with service obligations and a more proactive way to manage workloads.

9. Instant Video Playback in Messaging Conversations

Modern customer support is multimedia. In Winter ’26, when a customer sends a video in a chat or messaging thread, the agent can play it directly in the console without downloading it first. This seemingly small change is a big win for efficiency and user experience. Whether it’s a customer showing the glitch they see, or a scanned video of a faulty device, agents can view it on the fly.

Use in Contact Center: Any support teams using Salesforce Messaging or Enhanced Web Chat can leverage this. It’s especially helpful for technical support or product troubleshooting where customers often say “See, I recorded what’s happening on my screen.” Agents no longer fumble with downloads or worry about media compatibility – the video plays in-app.

Deployment Example: A customer on WhatsApp sends a 30-second video of a malfunctioning appliance to the support team. In Winter ’26, the agent just clicks the play button in the chat thread and watches the video right inside Salesforce. They immediately see the error light flashing on the appliance as described. The agent can pause, replay, and diagnose the issue faster. Who benefits: Agents benefit from faster access to customer-provided evidence. There’s practically no setup – it’s an out-of-the-box improvement, so admins just need to be on Winter ’26 and ensure their digital engagement channels are using the enhanced messaging component. Customers benefit because they can send rich media and get help faster, rather than typing long descriptions.

10. Proactive Messaging and Bots with Salesforce Flow Enhancements

Automation isn’t limited to emails and cases – Winter ’26 brings new ways to use Salesforce Flow for digital messaging channels, enabling proactive and rich customer interactions on messaging apps:

• Richer WhatsApp “Flows”: Salesforce now lets you create form-based WhatsApp messages (using the WhatsApp Flow format) that support images and up to three questions per page. This means you can design interactive WhatsApp dialogs – for example, a mini chatbot that asks a series of questions with options, collects info (with pictures for choices), and guides the user, all within WhatsApp.

• Automated Facebook Messages via Flow: You can use a Salesforce Flow with a notification component to send automated messages on Facebook Messenger. This opens the door to sending appointment reminders, order status updates, or follow-ups without agent intervention. Previously, you could initiate a Messenger chat via an action, but now you can push templated outbound messages proactively through flows.

Use in Contact Center: These capabilities are powerful for admins and developers building chatbot-like experiences or integrating service processes with popular messaging apps. A contact center could use a flow to automatically send a WhatsApp confirmation with an image (like a QR code or a product photo) when a case is closed, or trigger a Messenger alert to a customer if they missed a call from support.

Deployment Example: A support admin builds a Flow that triggers when a case status changes to “Resolved”. The flow uses the new messaging components to send a Facebook Messenger message to the customer: “Your case is resolved. If you have any further questions, just reply here to chat with us.” including a quick-reply button for “Reopen Case”. In parallel, the team designs a WhatsApp guided flow for common inquiries like checking an order status. Customers who message “Order status” on WhatsApp get an automated form (with up to three questions on a page, including an image of the product) asking for their order number and providing status – all configured declaratively. Who benefits: Developers and admins will spearhead these Flow-driven experiences. Once set up, customers get timely, automated service on their favorite channels. Agents benefit because routine updates happen automatically, freeing them for more complex tasks. Managers benefit by extending service reach and consistency without increasing headcount.

How CommCorrect can help you:

Winter ’26 is packed with innovations, and these ten features are just the tip of the iceberg for contact centers.

With all of these options, the lines between what Salesforce offers vs traditional CCaaS platforms continues to be blurred. CommCorrect can help you navigate through the ambiguity and choose communication technologies that match your needs - not what the sales reps are being forced to sell you. Reach out to us today to find out more!