Big one this week. We're launching Agent First campaigns today, exactly what they sound like: a fully-featured programmatic outbound dialer built for humans first. More on that below. We also gave the Call Form page a facelift so your reps can easily view and edit policy information alongside the script with ease, added custom Assistant Behaviors, and shipped a few new webhook events. Let's get into it.

Agent-first campaigns

Some campaigns need to be handled by humans. That’s why we’ve launched a state of the art outbound dialer with agent-first campaign. You assign a group of agents, and the dialer feeds them calls. Direct to agent outbound campaigns are equipped with advanced reputation and spam mitigation out of the box, and are powered by the same Pulse cadences you know and love, so contact rates are a problem of the past. Agent groups are simply a new and improved version of the same transfer destinations you know from voice AI campaigns, So you can gain control into advanced call routing, and add AI agents as fallback so you never abandon another call.

Two modes to choose from:

Voicemail detection on: We place the call first. If a real person answers, we transfer it straight to an agent. If it hits a voicemail, we drop a pre-configured message you can edit.

Voicemail detection off: The call goes out directly from the agent's softphone and they're in full control start to finish. They just wait for the customer to pick up or roll to voicemail.

Available in your account today under Campaigns > “Create a Campaign”.

The Call Form page, rebuilt

We rebuilt the active call page around one idea: everything you need mid-call should be on one screen. Member data, policy details, and call actions now live together, so there's no hunting across tabs while a member is on the line. You can dynamically resize any tab and the next call you take will remember which tabs you had open.

Custom Assistant Behaviors

Assistant behaviors already allow you to control exactly when and how your voice AI assistants escalate member needs to the human team, Starting today, you can add your own scenarios by hand, or describe what you want in AI chat and let it draft the scenario for you. Tailor scenarios to your book without waiting on us.

On-Air system on Wallboard

Manage who's taking calls on each campaign straight from the Wallboard, no routing config edits required. Flip any agent off air for a single campaign and they keep their pool seat, they just stop ringing for that one until you bring them back.

You decide how long. Take an agent off air for 30 minutes, through the end of the day, or leave it open until you flip them back on yourself. Handy for lunch breaks, coaching sessions, or pulling someone off a noisy campaign without pulling them off the floor entirely.

New Webhook Events

Three new events to hook into:

• inquiry.callback_scheduled
• policy.created
• policy.updated

Submitting a careCycle callback on an inquiry now fires as an event too, so your other systems can react the moment a member asks for a call back.

You can view more complete documentation on these events here careCycle docs

Some other things

• Added “placed" as a policy status type for heap distribution models
• Added "none" as a fallback option in Transfer configs
• Three policy fields are now available as call-form variables
• Call forms now support inbound and outbound call directions
• Inquiries are now grouped by call, and you can mark ones as duplicates. Less noise, fewer double-dials, a queue that reflects reality.