This week your supervisors got superpowers. Whisper to coach an agent mid-call, barge in when they need backup, or just listen in to see how things are going. Here's everything that landed.

Whisper, barge, and listen

Supervisors can now drop into any live call from the softphone wallboard page. Listen in to hear how a call is going without the agent or member knowing. Whisper to coach the agent in real time, audible only to them. Or barge in to join the conversation directly when a call needs a hand. Same controls whether you're onboarding a new agent, sitting in on a tricky member, or just keeping a pulse on the floor.

Webhooks

careCycle can now push events straight to your other systems as they happen. Subscribe to the events you care about, point them at any endpoint, and your stack stays in sync without anyone polling or exporting. Built to be reliable, so events get where they're going even when things get busy.

Some other things

Outbound calls now have a ringing sound, so you know a call is connecting instead of staring at a silent screen wondering if it went through.

You can also close inbox threads manually now. When a conversation is done, mark it closed and keep your inbox to what actually needs attention.