This week was focused on all your feature requests. Call forms, routing logic, and assistant setup all picked up more flexibility, and managers get a live look at the callback queue. Let’s get into it.

Pick the right call form, mid-call

Manual outbound calls can now run on more than one call form. Admins decide which forms each user has access to, and reps pick the one that fits the call from the live call UI. Whatever layout they land on carries into the next call, so a rep working a single motion all afternoon sets it once and moves on.

Assignment automations that read the whole book

Customer assignment automations can now segment on multiple policy combinations, not just one. That opens up the routing you have been doing by hand: a member with a MAPD and a dental plan goes to one post-sale group, a member with a MAPD and a life policy goes to another.

Assistant behaviors ship with a default

When you create a new assistant behavior, you can now set its default action right there in setup. No more walking campaign by campaign afterward to fill in the same choice.

Rollout got easier too. Apply a new behavior to a handful of campaigns or to all of them while you are still in the setup flow.

Some other things

• Dead-air calls end sooner. Calls where nobody responds now cut off at a no-response threshold rather than running out the full time cap. Saves minutes, and gives you a cleaner outcome on the record instead of a full-length call with nothing in it.
• New carriers. Added life, final expense, and related ancillary carriers to workflows.