DeskTrust Connect v1 shipped complete: 10 milestones from foundational infrastructure through billing and compliance polish. Here\'s what\'s next.

The roadmap is customer-signal-driven — items with genuine demand ship faster.

v1.1 — Fall 2026

Tightening the v1 rough edges, based on early pilot feedback.

Multi-participant recording composition. Currently we record one audio + one video track per session. v1.1 composes group calls into a proper multi-tile MP4 with ffmpeg filter_complex.
On-demand MP4 export. Recordings default to WebM (cheap to produce). v1.1 adds a background transcode job so users can export sessions as MP4 for e-discovery or media-editing workflows.
S3 offload for recordings. Automatic move to S3 after N days (configurable). Playback URLs redirect seamlessly. Local disk stops filling up.
Employee-side self-serve opt-out. The blockScreenViewRequests toggle currently requires an admin DB write. v1.1 exposes it in the employee portal settings.
Arabic UI + disclosures. The i18n stub is in place from v1. v1.1 fills in the Arabic strings for the GCC pilot customers.
Recording-access audit log. Currently only screen-view request events are logged. v1.1 logs every recording playback with who, when, and from where.

v1.2 — Winter 2026

Filling out feature gaps that appear in comparison to Zoom / Slack.

Threaded chat. Reply directly to a specific message. Nested conversations in busy rooms.
Chat search with FULLTEXT. LIKE-based search is fine at 1,000 messages per room; painful at 100,000. Switch to MySQL FULLTEXT with the migration ready.
Rich text formatting. Bold, italic, code blocks, links. Not markdown-heavy — just the essentials.
Mention autocomplete. Typing "@" opens a dropdown of room members.
Message pinning. Pin a link, an FAQ, or an important announcement to the top of a room.
Simulcast / adaptive video. Automatic quality downshift when a receiver\'s bandwidth drops. Especially useful for group calls with participants on cellular.

v1.5 — Q1 2027

The bigger swings — features that require substantial new architecture.

Native mobile apps. iOS and Android apps for chat + calls. Background notifications, native call UI. Presently browser-only.
External participants. Invite a customer or partner to a specific call or chat room via a signed link. They don\'t need a DeskTrust account.
Manager screen view remote control. Beyond view-only. Requires the DeskTrust agent to relay input events — significant work on the agent side.
Slack Connect-style shared channels. Chat channel spans two orgs (e.g., agency and client), each side sees only their own users.

v2 — 2027

Architecture-level changes.

End-to-end encryption for calls. WebRTC Insertable Streams so the SFU can\'t see plaintext media. Currently the SFU decrypts + re-encrypts.
Cross-region SFU sharding. Route media to the SFU nearest each participant. Big latency win for cross-continental calls.
Webinar-scale broadcasts. One presenter → thousands of viewers. Different architecture than group calls; needs a broadcast-optimized fanout.
Voice PSTN integration. Dial into a Connect call from a phone number. Requires a Twilio or Vonage partnership.

What we\'re NOT planning

Being honest about what Connect won\'t become:

An integration marketplace like Slack\'s. Not our shape.
A meeting-scheduler tool. Cal.com and similar do this well.
A CRM. Different product category.
An asynchronous video tool like Loom. Different job to be done.

Connect will stay focused: chat + calls + screen sharing + consent-first manager screen viewing, tightly integrated with DeskTrust\'s monitoring core. That\'s the wedge.

How to influence the roadmap

Two channels: product@desktrust.com for feature requests, and the in-dashboard support widget for pilot feedback. Every message goes to a real human on the product team. Feature volume of ~20 signals bumps an item up the queue.

The Connect roadmap: what ships in v1.1