This week is about muscle memory. The filters you live in every day are now saved views on the Customers, Calls, and Policies pages. Set them up once, name them, and switch between them in a click.
We also shipped booking links that drop straight into your outbound messaging, suppression lists each agency controls on its own, and customer assignment that fires on events when someone calls in instead of creation.
Here’s a breakdown of everything we shipped:
Saved views on every page
Your filters are now one click away, everywhere you work.
- Customers, Calls, and Policies all support saved views. Build the filter set you want, give it a name, and jump between views instantly.
- Built for the views you live in daily: “my state, active policies,” “unassigned callbacks,” “this week’s inbound.” Set them once and stop rebuilding them.
Assignment that happens on its own
- When a customer calls one of your numbers, they’re assigned automatically. The record lands on the right desk before the conversation starts.
- Auto-assignment is now state-aware. Route new customers to the right agent or team based on where they live, alongside your existing assignment rules.
- You can also route re assignment based on new events that happen after a customer is already created, such as when they enter a campaign (see the video above for a example)
Booking links in your messaging
- A new
{{bookingLink}}variable works in Pulse SMS nodes and pre-call SMS. Drop a live, per-customer booking link into any message. - Inserting merge fields into SMS is smoother across the board. Less hunting for the variable you want.
Tags, everywhere you need them
- A new Tags page lives in Settings under CRM. Manage your whole customer tag library from one place.
- Create a tag inline from any tag picker. If the one you need doesn’t exist yet, make it on the spot instead of detouring to settings.
Org-level suppression lists
Last week’s suppression list now works at the org level, under your control.
- Each organization keeps its own local suppression list. Block inbound calls and reject lead pings from specific numbers based on prior call dispositions.
- Dispositions now show whether they suppress, so you can see at a glance which outcomes add a caller to the list and for how long.
Fixes and polish
Call reliability
- Calls that pass voicemail screening and get answered by a live person now connect cleaner.
- If a warm transfer fails or times out, you can retry it on the same call.
- Softphone calls display their duration clearly.
UX polish
- Leaving fullscreen Pulse view is more obvious.
- “Reason for purchase” is more prominent on policies and inbox view if present.
- “Oldest activity” can be set as the default inbox priority sort on a Org level.
- Resolved inquiries are hidden from the inquiry view by default.