It's been a big couple of weeks at careCycle. We spent a few days at MedicareCon talking to the people building the future of this industry, and in between, the team shipped just as hard as ever. Your policies dashboard got its biggest upgrade yet, Pulse learned some new tricks, and appointment booking got easier for customers. Here's everything we shipped.

Book of business tracking

The policies dashboard now has proper policy placement tracking. A book-of-business view that shows where your policies actually sit. It's built around the metrics agencies review in book-of-business check-ins, so you can see placement status at a glance instead of stitching it together from exports.

Pulse gets more powerful

Pulse can now send images alongside SMS: product photos, ID cards, whatever the conversation calls for, instead of text-only messages. We also added a Routing Node, a new building block that steers records down different paths of an automation based on where they should go, so one Pulse flow can handle what used to take several.

Booking and appointments

Customers can now book directly from a shareable booking link - a simple page where they pick a time, no phone tag required.

To set this up, create a link for a customer ahead of time using the new API. The endpoint accepts a customer ID and an appointment config ID and returns a link you can deliver however you like - through our SMS, a custom postcard, or any other channel. When the customer opens the link, they see the booking options defined by the appointment config, choose a time, and are instantly enrolled in a campaign, booked with an agent pool, or scheduled with the organization in general.

A smarter import assistant

The CSV import assistant is now client-aware, tells you exactly what data an import will change before you run it, and supports more fields - including SSN and other newly added customer fields.

Bug fixes and small improvements

• The disposition pop-up no longer lags after inbound calls, so agents aren't stuck waiting to take the next one.
• Silent transfer reliability - transfers that succeeded at the first hop but never bridged the receiving agent now complete properly.
• Fixed the softphone echo when a rep had a second careCycle window open - multi-tab is safe again.
• Pulse no longer retries text messages to customers who've opted out at the carrier level - those sends are recognized as final.
• Policy exports no longer silently stop at ~200 records when you're exporting thousands, and the policy type filter now saves properly when you switch types.
• The "Connected only" filter now understands custom disposition outcome types.
• Customer status now update automatically based on certain policy statuses chages.
• The cancellation reason dialog now shows an option to select when a policy was cancelled, not just why.
• "Assigned tasks" now works the same way as "assigned inquiries" - one consistent way to see what's yours.
• The campaigns page preview shows the vertical, and the "Connected only" filter got smarter.
• Voicemail screening no longer fails a call through to "Infrastructure Failure" after exhausting its attempts.
• Plenty of copy polish across the platform - clearer idle escalation, tool result, and hold messaging.