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VidyoEngage Version 18.3.0: General Availability Release



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Vidyo Is Pleased to Announce VidyoEngage Version 18.3.0

VidyoEngage is fully equipped with an array of features, making it the perfect solution for improving customer engagement, fostering loyalty, increasing customer advocacy, cutting problem resolution time in half, and avoiding customer churn. The VidyoEngage video channel experience creates the personal touch that keeps customers engaged.

What's New?

Platform Resiliency Enhancements 

  • Support for additional admins and multiple authentication types 
  • More comprehensive audit logs
  • Resolution of the cross scripting (XSS) vulnerability
  • JWT token enforcement per TenantID and role type
  • API-Key use and validation
  • More secure InteractionIDs

Tenant Admin Usability Enhancements 

  • Easier Agent management
  • Better skill set assignment

Agent Client Usability Enhancements 

  • Incoming call pop-up on Agent dashboard 
  • Content sharing confirmation requirement
  • Password reset capability
  • Improved scheduling experience

Customer Client Usability Enhancements

  • Branded customer journey for additional clients who join an ongoing session
  • Unsupported browser message
  • Branded landing pages for adhoc journeys
  • Support for connecting to VidyoEngage for Genesys with an adhoc URL
Additional Verint® RIS Features
  • Support for Verint Remote Integration Server (RIS) failover
  • AgentID or InteractionID inclusion in the SIP 'From' header sent to the Verint RIS 
Improved Routing
  • Updated routing algorithm whereby a subset of the selected skills can be matched instead of requiring an exact match
API Updates
  • Fully backwards compatible “startrecording” and “startrecording/async” APIs
  • Disabling of unused APIs


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Want More Info?

If you'd like to get additional details about this release and the known and resolved issues, refer to the VidyoEngage: About Version 18.3.0 article on the Vidyo Help Center.

What's Next?

If you're a VidyoEngage cloud customer, we've already upgraded your portal for you. Please share this upgrade with your users and direct them to the Using VidyoEngage Tenant Admin section of the Vidyo Help Center to learn more.

If you need help or have questions, please feel free to do one of the following:

  • Vidyo Resellers and End Users with "Plus" coverage: Please contact the Vidyo Customer Service Team at
  • Vidyo End Users without "Plus" coverage: Please contact your authorized Vidyo Reseller.

We hope you enjoy using this version of VidyoEngage!

The Vidyo Product Team

Phone   (866)-99-Vidyo (998-4396) #3 or +1-(201)-289-8597 #3

You have received this mandatory email service announcement to update you about important changes to your Vidyo products, services, subscriptions, or account. The contents of this Product Bulletin do not in any way modify the terms of the agreement(s) under which this product is provided.

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