careCycle 2.0 is out. The entire app has a new look, every campaign lives in a single workspace for setup, performance, and AI, and members who share a phone number can be linked on one record. The assistant also starts every call with the member’s full history in front of it. Here’s what shipped.
careCycle 2.0
The whole app got a new look. A refreshed palette, teal for actions and brand with warm neutrals for surfaces, and a consistent set of surfaces for the frame, canvas, cards, and floating panels. Shadow only shows up on things that float.
The app shell is new too. Your content sits in a rounded workspace panel inside a framed sidebar and top bar, so the app feels like one place rather than a stack of pages.
The sidebar is reorganized: Dashboard, Inbox, CRM, Inquiries, Tasks, Campaigns, Configure (Routing, Scripts, Calendars, Sources), Wallboard, and Settings. It collapses and pins, and the Receptionist is now a pinned card at the top of your campaigns list.
We did all of this to make it clearer to you what is important to see from a quick glance.
Campaigns: setup, performance, and AI in one simpler interface
Every campaign now opens in one tabbed workspace instead of spreading its setup across pages.
Overview shows how the campaign is performing: calls, contact rate, appointments created (or queue service metrics for incoming), recorded call outcomes, cadence completion, and a live view of where your enrollees sit. Cards in the campaigns list show today’s calls, customers, connect rate, and minutes.
Configuration is a single sectioned page with an “On this page” rail that tells you what’s ready, what needs attention, what’s optional, and what’s still pending. Routing and fallback, numbers, Pulse, enrollment, lead sources, and more all live here. One Save changes button commits everything you’ve edited.
Who answers incoming calls is now a first-class setting. Choose your AI assistant, your team (routing group), or unavailable, with separate choices for operating hours and outside them.
Lead sources attach directly to a campaign with an acquisition type and a tracking number. Create a new source, move new leads in from another campaign, or disconnect while keeping the history. Jump straight to that source’s performance from the same spot.
Assembly (formerly Employees) is where you build and refine the AI’s conversations, simulate them, and restore earlier versions. Available on Voice AI campaigns.
Starting a campaign is clearer: name it, choose Voice AI or Agent Queue, pick inbound or outbound for a queue (permanent, by design), then start from a template.
You can change a live campaign’s caller ID without pausing it. The switch applies to the next outbound call, and we check that the new source has a usable number first.
Assembly’s “build a campaign from a conversation” flow is coming soon. You’ll see it in the creation dialog with a Coming Soon badge.
Settings, reorganized
Settings opens on a grouped home of cards that flags what needs your attention, like SMS registration, operating hours, and billing. Search across settings from the sidebar, and find agent statuses, unavailable messages, dispositions, and outbound scripts in a tidier split.
Spousal support: members who share a phone number
A spouse, a POA, or a family member calling on someone else’s behalf can now be represented on the record.
Link people to one customer record as spouse, child, parent, sibling, power of attorney, or other.
The record tells you who shares the number. A “Shares phone with…” badge sits on the customer header, secondary people are marked in the customers list, and a Related People card on the customer record lets you open, re-link, or remove them.
You choose who’s primary, and switching is a click. Communication preferences show that a change affects everyone on the number.
The inbox handles the household. Switch between the people on a shared number from the context panel. One text thread per number stays on the primary, and a secondary person’s composer points you to that conversation rather than starting a second one.
No duplicates when you link someone we already know. We match on MBI, external ID, or name and date of birth before creating anything.
A smarter assistant on every call
Every call now opens with a member fact sheet: who they are, every policy with its writing agent, their appointments with reference codes, their open requests and whether anyone has acted on them, and their last eight calls summarized.
The assistant can move or cancel an appointment on the call, running the same steps as the operator reschedule and cancel paths.
Every call can take a note, including campaigns with no inquiry or booking behavior.
Because it’s working from that sheet instead of re-deriving history, it stops re-filing the same request and promising callbacks nobody made. On the problem calls we tested, repeat notes fell from 14 to 1 and false promises from 33 to 6.
Spanish calls speak dates in Spanish, coverage-start dates use the right tense, and do-not-call handling is tighter.
Appointments
When a member asks for a day you’re closed, the assistant offers the next open days instead of jumping a week ahead and dropping the date they asked for.
Book and bulk-assign appointments to the whole organization. If your calendar books to the org, manual bookings can go there now too.
Outbound AI appointment callbacks get their campaign’s booking tools, including the transfer fallback when no agent is available.
Wallboard
Save wallboard views, switch between them instantly, and filter and track by routing group (skill).
Live call-state tracking with SLA columns, so you can see where calls sit against your service levels as they happen.
Fixes and polish
Call reliability
- AI warm transfers to an agent connect cleanly instead of landing on silence and dropping.
- Holding and resuming a softphone call within a couple of seconds no longer drops the caller.
- No more duplicate pre-call text when the messaging provider is slow to respond.
- The Calls dashboard no longer errors out with a time-limit failure.
- Dialing a suppressed number now explains that it’s suppressed and to contact your admin.
- Two background checks that score and recover inquiries retry instead of quietly dropping the result.
CRM and inbox
- Reason for Purchase and Policy Notes now show on the Customer Detail policy card and in the Inbox policy drawer.
- Customer tags can be managed through the API, and policy subtypes are normalized for DSNP/CSNP designations.
Platform
- Dark mode no longer shows bright teal on selected controls, and selected controls match primary actions.
- Call notifications and the call drawer always sit on top of the page, wherever you are.
- A call form no longer resets to the top and loses your cursor when you save.
- The Approval Calls templates now ship with an automation that adds members 7 days after enrollment.