Imports finally understand households. The assistant on your calls got sharper about what it says and when, and the app got a broad pass of polish; quieter saves, better filters, and a call screen that shows an agent what they actually need. Here's what shipped.
Book Imports understand households
Rows that share a phone number land as separate people on one record, instead of collapsing into a single customer.
A policy already filed under someone else on the number is matched, not re-created, so a spouse's plan stops landing on the wrong record after an upload.
Import previews and run reports say what happened to each shared-number row, including rows that couldn't be placed.
The import assistant uses household details when it walks you through an import.
Assistants on the phone
Offered and booked times say "today" or "tomorrow” instead of for example “Monday” when the current day is Monday.
A member calling about an appointment that's due now is offered a transfer first, rather than being rebooked or having a inquiry filed on them.
Call summaries read like a teammate's note: first person, who placed the call, how a transfer actually ended, instead of restating the conversation. The transcript is still viewable by clicking on the “transcript” button.
Callers' local time is on the call screen, ticking, with their offset from the browsers local time if different.
Callers can answer the voice AI with keypad presses.
The receptionist now remembers number-pool callbacks, and internal transfers ring the person they're going to.
A quicker, calmer app
Saves confirm where the button is (a spinner, a drawn check, then it slides away) instead of a toast you might miss. Autosaves stay silent.
Calls: the disposition filter is now Is / Is Not, and it applies to counts, metrics, export, and saved views, not just the list.
Customers: filter by Total Calls, Last Call Disposition, and Contact Permissions, select across pages, select all matching, and bulk-add tags. Tag colors are picked in the create/edit dialog.
Assigned to Me on Inquiries and Customers, and Inquiries can be filtered by assigned user (CSRs included, multi-select, with the role shown).
Searchable pickers keep your cursor in the search box after a pick.
Campaigns: a phone-number pager with Add Number in the toolbar, status descriptions, template search, and a "Where Customers Are Now" card.
Appointments: clearer Dispatch Method wording, help and a warning on the assignment modes, a preview of the booking page, and cancellation receipt texts.
Settings: a How It Works for calendar integrations, SMS registration templates with prefill and a server-side draft, RCS moved to its own step after the campaign is submitted, and a Resend All on invites.
A banner in the app for holidays, and partial import outcomes now say what failed.
Assembly
Bulk-assign scenarios to a behavior in one pass.
Vertical selection is more explicit, and the guidance text for a new campaign reads as guidance instead of blending into the form.
Fixes and polish
Adding an outside number to an AI-transferred call no longer comes back as a error.
Switching a campaign from its main number to a number pool now saves correctly.
The update notice no longer freezes agent screens mid-call.
The restart button on the Customer Details page works again.
Search by enrollment code and MBI number on customers and policies table view pages.
Failed imports say what actually failed.
Agents get the caller's contact history on inbound calls.
SOB / Evidence of Coverage and formularies show on the contact record, empty fields are hidden, and more of the importable policy fields actually render.
Inbox bucket counts tick down as you work, and a P1 inquiry can no longer fall through.
SMS bodies keep the line breaks you typed.
The campaigns list lazy-loads instead of paginating in tens.