# Latest **URL:** https://community.brightpattern.com/latest.md [Latest](https://community.brightpattern.com/latest.md) · [Categories](https://community.brightpattern.com/categories.md) · [Tags](https://community.brightpattern.com/tags.md) --- ## [Installation Guide in a Kubernetes Environment](https://community.brightpattern.com/t/installation-guide-in-a-kubernetes-environment/1212)
**Author:** [@skjung](https://community.brightpattern.com/u/skjung)\ **Replies:** 0\ **Last updated:** [September 17, 2026, 4:06pm UTC](https://community.brightpattern.com/t/installation-guide-in-a-kubernetes-environment/1212 "2026-09-17T16:06:43Z")
Kubernetes environments are rapidly spreading across today’s IT infrastructure, with increasing use cases for managed cloud services such as EKS and GKE. Following this industry trend, I believe Bright Pattern also need… --- ## [Why Does an External Agent Call Stay Connected After the Customer Has Hung Up?](https://community.brightpattern.com/t/why-does-an-external-agent-call-stay-connected-after-the-customer-has-hung-up/1193)
**Author:** [@Werner](https://community.brightpattern.com/u/Werner)\ **Replies:** 1\ **Last updated:** [September 2, 2026, 1:02pm UTC](https://community.brightpattern.com/t/why-does-an-external-agent-call-stay-connected-after-the-customer-has-hung-up/1193 "2026-09-02T13:02:01Z")
Many organizations migrating from traditional contact center platforms expect a call to end for everyone when the customer hangs up. Surprisingly, this is currently not always the case when agents use external phones in … --- ## [Homepage for AD 2.0](https://community.brightpattern.com/t/homepage-for-ad-2-0/1207)
**Author:** [@Werner](https://community.brightpattern.com/u/Werner)\ **Replies:** 2\ **Last updated:** [September 2, 2026, 12:41pm UTC](https://community.brightpattern.com/t/homepage-for-ad-2-0/1207 "2026-09-02T12:41:50Z")
Hi, I set up a link under callcenter settings → general settings assuming the page will be displayed under But that does not work. It shows a page I set month before which is no longer in use. Must there be an activ… --- ## [Support Microsoft 365 "Send As" and "Send on Behalf" permissions for delegated mailboxes](https://community.brightpattern.com/t/support-microsoft-365-send-as-and-send-on-behalf-permissions-for-delegated-mailboxes/1204)
**Author:** [@Werner](https://community.brightpattern.com/u/Werner)\ **Replies:** 0\ **Last updated:** [August 18, 2026, 6:17am UTC](https://community.brightpattern.com/t/support-microsoft-365-send-as-and-send-on-behalf-permissions-for-delegated-mailboxes/1204 "2026-08-18T06:17:09Z")
Business Case Most enterprise organizations use shared mailboxes, delegated mailboxes and role-based email addresses. Microsoft 365, Exchange Online and Microsoft Graph provide standard capabilities such as: Send As S… --- ## [Allow sharing Wallboards with specific Teams, Supervisors and Agents](https://community.brightpattern.com/t/allow-sharing-wallboards-with-specific-teams-supervisors-and-agents/1203)
**Author:** [@Werner](https://community.brightpattern.com/u/Werner)\ **Replies:** 0\ **Last updated:** [August 18, 2026, 6:10am UTC](https://community.brightpattern.com/t/allow-sharing-wallboards-with-specific-teams-supervisors-and-agents/1203 "2026-08-18T06:10:21Z")
Business Case Many organizations operate multiple departments, business units, tenants or outsourcing partners within the same Bright Pattern environment. Administrators often need to provide specific wallboards only to … --- ## [Mailbox Campaign ](https://community.brightpattern.com/t/mailbox-campaign/1202)
**Author:** [@Mark.Braue](https://community.brightpattern.com/u/Mark.Braue)\ **Replies:** 0\ **Last updated:** [August 17, 2026, 5:03pm UTC](https://community.brightpattern.com/t/mailbox-campaign/1202 "2026-08-17T17:03:01Z")
Hello everyone, We’d like to launch an outbound campaign in which we specifically leave messages on customers’ voicemail. We’ve set up automatic voicemail detection in the campaign, and then route the call to a scenari… --- ## [Enable SSO for System Email Account in Bright Pattern Administrator](https://community.brightpattern.com/t/enable-sso-for-system-email-account-in-bright-pattern-administrator/1197)
**Author:** [@CrayneD](https://community.brightpattern.com/u/CrayneD)\ **Replies:** 0\ **Last updated:** [August 3, 2026, 9:50pm UTC](https://community.brightpattern.com/t/enable-sso-for-system-email-account-in-bright-pattern-administrator/1197 "2026-08-03T21:50:51Z")
Currently, credentials need to be updated in Bright Pattern Administrator Call Center Configuration \>\> Email Settings \>\> System Email Account, every time we update the service account for our email tenant. It would be n… --- ## [Agent Desktop 2.0: Questions, Feedback & Best Practices](https://community.brightpattern.com/t/agent-desktop-2-0-questions-feedback-best-practices/1186)
**Author:** [@aryaman.pachori](https://community.brightpattern.com/u/aryaman.pachori)\ **Replies:** 6\ **Last updated:** [July 21, 2026, 10:27pm UTC](https://community.brightpattern.com/t/agent-desktop-2-0-questions-feedback-best-practices/1186 "2026-07-21T22:27:57Z")
Welcome to the Bright Pattern Community! This thread is open for any questions related to the new Agent Desktop 2.0 interface. Whether you have questions about the updated feature set, adoption and rollout planning, acc… --- ## [Manual outbound dialling and voice prompt](https://community.brightpattern.com/t/manual-outbound-dialling-and-voice-prompt/1190)
**Author:** [@cakirlarc.bilser](https://community.brightpattern.com/u/cakirlarc.bilser)\ **Replies:** 1\ **Last updated:** [July 20, 2026, 6:44pm UTC](https://community.brightpattern.com/t/manual-outbound-dialling-and-voice-prompt/1190 "2026-07-20T18:44:09Z")
Hello I have a question about the below use case Agent makes a manual outbound call. Other party picks the phone. Conversation starts. It is time to end to call, conversation is about to end. Agent says “If you want t… --- ## [Custom reporting field as a scenario variable](https://community.brightpattern.com/t/custom-reporting-field-as-a-scenario-variable/1163)
**Author:** [@Mark.Braue](https://community.brightpattern.com/u/Mark.Braue)\ **Replies:** 3\ **Last updated:** [May 23, 2026, 5:17pm UTC](https://community.brightpattern.com/t/custom-reporting-field-as-a-scenario-variable/1163 "2026-05-23T17:17:24Z")
Hello everyone, I’m facing the following task. I’d like to run an outbound list—where the “AZ” field serves as the unique parameter—in a skill-based scenario. The “AZ” field is written to a custom reporting field durin… --- ## [Could you please let me know if there is a way to include the globalInteractionId in the SIP Header when making an outbound call to an external destination?](https://community.brightpattern.com/t/could-you-please-let-me-know-if-there-is-a-way-to-include-the-globalinteractionid-in-the-sip-header-when-making-an-outbound-call-to-an-external-destination/1175)
**Author:** [@Sungeun](https://community.brightpattern.com/u/Sungeun)\ **Replies:** 0\ **Last updated:** [May 23, 2026, 5:16pm UTC](https://community.brightpattern.com/t/could-you-please-let-me-know-if-there-is-a-way-to-include-the-globalinteractionid-in-the-sip-header-when-making-an-outbound-call-to-an-external-destination/1175 "2026-05-23T17:16:59Z")
I would appreciate it if you could let me know whether there is a way to include the globalInteractionId in the SIP Header when an agent opens the dial pad in Agent Desktop and makes an outbound call to an external numbe… --- ## [Contacts are created with irregular data](https://community.brightpattern.com/t/contacts-are-created-with-irregular-data/1169)
**Author:** [@Vaishak\_Voxtron](https://community.brightpattern.com/u/Vaishak_Voxtron)\ **Replies:** 0\ **Last updated:** [May 7, 2026, 3:09pm UTC](https://community.brightpattern.com/t/contacts-are-created-with-irregular-data/1169 "2026-05-07T15:09:35Z")
Hi, I have enabled this option Create a new contact in internal database if not found. when a new whatsapp chat came and if that number is not exist system creates contacts with irregular data. Sometimes number is ther… --- ## [Implement Azure STT support](https://community.brightpattern.com/t/implement-azure-stt-support/1164)
**Author:** [@alimax21](https://community.brightpattern.com/u/alimax21)\ **Replies:** 3\ **Last updated:** [April 29, 2026, 4:49pm UTC](https://community.brightpattern.com/t/implement-azure-stt-support/1164 "2026-04-29T16:49:39Z")
We would like to see Azure Speech-to-Text support in the next Bright Pattern release. We need it for both real-time conversations (chatbot support) and speech analytics. According to our internal testing, Azure’s STT mo… --- ## [Issue with remaining negative list records across multiple services](https://community.brightpattern.com/t/issue-with-remaining-negative-list-records-across-multiple-services/1158)
**Author:** [@asolis](https://community.brightpattern.com/u/asolis)\ **Replies:** 0\ **Last updated:** [April 24, 2026, 4:29pm UTC](https://community.brightpattern.com/t/issue-with-remaining-negative-list-records-across-multiple-services/1158 "2026-04-24T16:29:47Z")
We’re still experiencing an issue with some campaigns showing negative remaining records. Tanto listas de servicios se carga manualmente como servicios cuyas listas se cargan a través de API también muestran registros re… --- ## [Enabling WhatsApp Marketing, Broadcast & Outbound Messaging with Bright Pattern](https://community.brightpattern.com/t/enabling-whatsapp-marketing-broadcast-outbound-messaging-with-bright-pattern/1157)
**Author:** [@jeffin](https://community.brightpattern.com/u/jeffin)\ **Replies:** 0\ **Last updated:** [April 23, 2026, 6:55pm UTC](https://community.brightpattern.com/t/enabling-whatsapp-marketing-broadcast-outbound-messaging-with-bright-pattern/1157 "2026-04-23T18:55:23Z")
Sharing a use case we recently implemented around WhatsApp Marketing, Broadcast (Bulk Messaging), and Outbound Messaging while working with Bright Pattern Contact Center Platform. As part of expanding WhatsApp engagemen… --- ## [Adding custom (on-premises) STT / TTS engines](https://community.brightpattern.com/t/adding-custom-on-premises-stt-tts-engines/1150)
**Author:** [@alimax21](https://community.brightpattern.com/u/alimax21)\ **Replies:** 2\ **Last updated:** [April 23, 2026, 6:55pm UTC](https://community.brightpattern.com/t/adding-custom-on-premises-stt-tts-engines/1150 "2026-04-23T18:55:11Z")
Hi Team, Due to regulatory requirements, some of our customers are asking about on-premises options for STT/TTS services. I have a few questions regarding this: Does BrightPattern have experience fulfilling this type… --- ## [Tutorial on three methods for routing returning customers to the correct agent ](https://community.brightpattern.com/t/tutorial-on-three-methods-for-routing-returning-customers-to-the-correct-agent/1154)
**Author:** [@EmmaS](https://community.brightpattern.com/u/EmmaS)\ **Replies:** 0\ **Last updated:** [April 7, 2026, 10:39pm UTC](https://community.brightpattern.com/t/tutorial-on-three-methods-for-routing-returning-customers-to-the-correct-agent/1154 "2026-04-07T22:39:16Z")
This recently published tutorial shows how to route returning customers to the most relevant agent to improve continuity and customer experience. Here are some highlights. The tutorial: Covers three different routing … --- ## [Attach WhatsApp files to Dynamics 365 Case as Notes(Annotation)](https://community.brightpattern.com/t/attach-whatsapp-files-to-dynamics-365-case-as-notes-annotation/1151)
**Author:** [@Vaishak\_Voxtron](https://community.brightpattern.com/u/Vaishak_Voxtron)\ **Replies:** 0\ **Last updated:** [April 1, 2026, 4:51pm UTC](https://community.brightpattern.com/t/attach-whatsapp-files-to-dynamics-365-case-as-notes-annotation/1151 "2026-04-01T16:51:37Z")
Hi, We are using Bright Pattern Contact Center integrated with Microsoft Dynamics 365. In our use case: Customers send files (documents/images) via WhatsApp chat We collect required details through a chat scenari… --- ## [Automated Outbound Dialing - Whatsapp as failover on failed contact/exhausted leads attempts](https://community.brightpattern.com/t/automated-outbound-dialing-whatsapp-as-failover-on-failed-contact-exhausted-leads-attempts/1063)
**Author:** [@Melinyaniso\_Mapi](https://community.brightpattern.com/u/Melinyaniso_Mapi)\ **Replies:** 1\ **Last updated:** [March 21, 2026, 5:56am UTC](https://community.brightpattern.com/t/automated-outbound-dialing-whatsapp-as-failover-on-failed-contact-exhausted-leads-attempts/1063 "2026-03-21T05:56:48Z")
We currently have multiple clients specialising in automated outbound dialling that want to use WhatsApp as a failover channel so when their AOD dial attempts are exhausted with failed client contact that a WhatsApp be s… --- ## [Add Full CRUD API Support for DNC Lists](https://community.brightpattern.com/t/add-full-crud-api-support-for-dnc-lists/1073)
**Author:** [@PaulStSmith](https://community.brightpattern.com/u/PaulStSmith)\ **Replies:** 3\ **Last updated:** [March 21, 2026, 12:59am UTC](https://community.brightpattern.com/t/add-full-crud-api-support-for-dnc-lists/1073 "2026-03-21T00:59:21Z")
Managing Do Not Call (DNC) lists is a core compliance requirement, but Bright Pattern currently lacks the basic API endpoints needed to handle them effectively. Today, customers can only manipulate DNC lists manually in… --- ## [Let us pull records from a list without attaching it to a campaign](https://community.brightpattern.com/t/let-us-pull-records-from-a-list-without-attaching-it-to-a-campaign/1089)
**Author:** [@PaulStSmith](https://community.brightpattern.com/u/PaulStSmith)\ **Replies:** 3\ **Last updated:** [March 21, 2026, 12:53am UTC](https://community.brightpattern.com/t/let-us-pull-records-from-a-list-without-attaching-it-to-a-campaign/1089 "2026-03-21T00:53:22Z")
Right now we can create a list, add items, remove items, unbind/bind it from campaigns, even delete it — all without a campaign ID. But if we just want to see the records in that list, the API makes me bind it to a campa… --- ## [Service statistics and real-time data consistency](https://community.brightpattern.com/t/service-statistics-and-real-time-data-consistency/1107)
**Author:** [@djyoon](https://community.brightpattern.com/u/djyoon)\ **Replies:** 3\ **Last updated:** [March 21, 2026, 12:44am UTC](https://community.brightpattern.com/t/service-statistics-and-real-time-data-consistency/1107 "2026-03-21T00:44:04Z")
Hello. We are planning to provide service statistics and real-time data as a separate solution. The items we would like to provide are as follows: Incoming calls / Response calls / Abandoned calls We implemented the … --- ## [Enable Post-Call Activity / Scenario Trigger for Non-Answered Outbound Calls](https://community.brightpattern.com/t/enable-post-call-activity-scenario-trigger-for-non-answered-outbound-calls/1122)
**Author:** [@yadhukrishnan](https://community.brightpattern.com/u/yadhukrishnan)\ **Replies:** 2\ **Last updated:** [March 21, 2026, 12:32am UTC](https://community.brightpattern.com/t/enable-post-call-activity-scenario-trigger-for-non-answered-outbound-calls/1122 "2026-03-21T00:32:43Z")
We currently use automated outbound IVR calls initiated via List-Based Dialing. When a customer answers the call, the scenario runs normally and we can capture input, update systems, and perform all necessary post-call a… --- ## [Separate Network Announcements" into "Voicemails" from "other announcements"](https://community.brightpattern.com/t/separate-network-announcements-into-voicemails-from-other-announcements/1140)
**Author:** [@nadiezda.flores](https://community.brightpattern.com/u/nadiezda.flores)\ **Replies:** 1\ **Last updated:** [March 21, 2026, 12:24am UTC](https://community.brightpattern.com/t/separate-network-announcements-into-voicemails-from-other-announcements/1140 "2026-03-21T00:24:31Z")
In Latinamerica there is no limit in the number of times a mobile phone can be dialed and there is no restriction related to “Predictive Dialer Mobile Phone Consent”, in order to configure a better strategy in the Dial R… --- ## [Customizing Workflow Triggers](https://community.brightpattern.com/t/customizing-workflow-triggers/1142)
**Author:** [@jonpaul.lenczuk](https://community.brightpattern.com/u/jonpaul.lenczuk)\ **Replies:** 4\ **Last updated:** [March 21, 2026, 12:17am UTC](https://community.brightpattern.com/t/customizing-workflow-triggers/1142 "2026-03-21T00:17:50Z")
Hello. We are in the process of further integrating Bright Pattern with our CRM, MS Dynamics. We are leveraging AI Transcription and Summarization, and have partnered with support to help us define how we’ll achieve se… --- ## [Give supervisors power to force chat "dings" to monitored agents](https://community.brightpattern.com/t/give-supervisors-power-to-force-chat-dings-to-monitored-agents/1145)
**Author:** [@jborge](https://community.brightpattern.com/u/jborge)\ **Replies:** 0\ **Last updated:** [March 19, 2026, 4:34pm UTC](https://community.brightpattern.com/t/give-supervisors-power-to-force-chat-dings-to-monitored-agents/1145 "2026-03-19T16:34:57Z")
Since internal incoming chats don’t always make an alert sound, we’re asking for an enhancement where a monitoring person like a supervisor would have an ability to force a sound to be heard by the agent to direct their … --- ## [Associating Calls with Relevant Microsoft Dynamics Records](https://community.brightpattern.com/t/associating-calls-with-relevant-microsoft-dynamics-records/1136)
**Author:** [@laura](https://community.brightpattern.com/u/laura)\ **Replies:** 0\ **Last updated:** [March 5, 2026, 3:35pm UTC](https://community.brightpattern.com/t/associating-calls-with-relevant-microsoft-dynamics-records/1136 "2026-03-05T15:35:53Z")
During a phone call, an agent may view related cases, tasks, or contacts in a CRM such as Microsoft Dynamics. It might take the agent minutes of after-call work per call to link all those records together. However, with … --- ## [How to Automate Email Handling with AI](https://community.brightpattern.com/t/how-to-automate-email-handling-with-ai/1135)
**Author:** [@laura](https://community.brightpattern.com/u/laura)\ **Replies:** 0\ **Last updated:** [March 4, 2026, 7:00pm UTC](https://community.brightpattern.com/t/how-to-automate-email-handling-with-ai/1135 "2026-03-04T19:00:19Z")
The Ask AI scenario block lets you leverage your AI of choice to automate almost any part of an interaction. For instance, AI can be used in email scenarios to automatically categorize, draft, and analyze customer emails… --- ## [Softphone Recording Start/Stop Events Do Not Affect Softphone State (v5.20–v5.34)](https://community.brightpattern.com/t/softphone-recording-start-stop-events-do-not-affect-softphone-state-v5-20-v5-34/1134)
**Author:** [@younghun](https://community.brightpattern.com/u/younghun)\ **Replies:** 0\ **Last updated:** [February 2, 2026, 1:31am UTC](https://community.brightpattern.com/t/softphone-recording-start-stop-events-do-not-affect-softphone-state-v5-20-v5-34/1134 "2026-02-02T01:31:44Z")
Hello, We are experiencing an issue with softphone recording start/stop events when using the Agent Desktop JavaScript APIs. \*\* Issue Description When triggering the recording start and stop events via the API, the re… --- ## [Give callers the option to divert from call queue to SMS interactions](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133)
**Author:** [@RWM](https://community.brightpattern.com/u/RWM)\ **Replies:** 0\ **Last updated:** [December 17, 2025, 10:10pm UTC](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133 "2025-12-17T22:10:45Z")
A universal frustration for callers is having to wait to get in contact with an agent. You can reduce call volume while maintaining service levels by giving callers the ability to continue their interaction through SMS. … [Next page](https://community.brightpattern.com/latest.md?page=1)