The wallboard now counts agent and AI work separately, and explains every number on it. Assembly got a full round of upgrades to how briefs and campaigns get built. Let’s get into it.
Wallboard and reporting
Call totals and outcomes are easier to read at a glance. Agent and AI counts show separately, so you can see how much of the day your team handled and how much your AI handled, with AI handoffs counted on their own line. Every metric carries a help tooltip explaining what it measures, and column controls let you decide what stays on the board.
Inbound queue reporting now lives in Ask careCycle too. Ask about wait times, abandons, or service levels and get the answer back without building a report.
Assembly
Campaigns take fewer steps to build and start from better context. Briefs are created in one action, with a progress indicator while Assembly prepares the campaign, and discovery asks about review periods and insurance type up front so the conversation it writes starts from the right place.
Unfinished work waits for you. Close a campaign draft or an Assembly conversation mid-way and pick it up where you left off.
Assistants can now draw on a member’s recent inquiry history, which makes follow-ups specific to what that member actually asked for. Wrong Number calls end cleanly instead of continuing the script.
Plus a round of reliability work. Campaign preparation retries behave as expected, script uploads succeed, raw processing messages are gone from file presentation, and retrospective reviews use the correct date ranges.Household policy moves
Household policy moves
Building on last week’s Related People release, a policy can now move from one household member to another, and its notes and tasks travel with it. Useful when a spouse’s plan lands on the wrong record after an import or a call.
A more candid receptionist
The receptionist tells the truth about holds, follows up when a transfer can’t connect, and when a member is late or has missed an appointment, it apologizes and offers the soonest time it can. Note-taking is lighter and less repetitive. Receptionist calls are also classified correctly as live conversations rather than voicemail.
Some other things
- Landline detection. Landlines are detected automatically and texts to them are blocked before they're sent.
- Voicemail handling. Validated queue callbacks skip voicemail detection, and voicemail screening speech now appears in call transcripts.
- No-show recovery. A re-dial that connects completes the no-show flow.
- Faster SMS. Outbound texts send faster.
- Pinned reports follow your dashboard date range.
- Appointment notifications. Get notified when an appointment is booked, with toggles to control it.
- Script imports keep the original uploaded document.
- Policy dates. Paid-through and other policy date pickers accept dates beyond 2026.
- New carrier policy types: United National Life hospital indemnity, Ameritas, BCBS of Tennessee, International Travel, and Transamerica Final Expense.
- API docs are easier to find and easier for AI agents to read.
- Call forms keep your cursor in place and close menus properly.
- Campaign automations display all settings after selecting "Policy Status Changed," unsaved-changes warnings only appear when there are unsaved changes, and transfer-destination warnings are clearer.