Ask careCycle got promoted to the side panel. It stays with you between pages, it knows what you're looking at, and can read information on your calls and customers. Scripts can now branch, so one answer can send callers down a whole different path. Here’s everything we shipped this week
A new home for Ask careCycle
Ask now lives in a panel beside your work. Open it from the Ask button in the top right, or with ⌘K / Ctrl+K. On a wide screen it docks next to the page, and you can drag it to a width you like. It stays open while you move around the app, and an answer keeps writing even when you switch pages.
Ask also knows what's on your screen. On a campaign, routing group, script, calendar, customer, call, policy, inquiry or inbox page, the item appears as a chip in the message box, like "Customer: Jane Doe". Ask about "this campaign" or "this call" and it looks that item up before it answers. On a call's page it can read the transcript, so a question like "why didn't this caller book?" gets a real answer. You can remove the chip for a general question.
Chats get named after your question, and you can rename one by clicking its title. History opens inside the panel. Tables in answers are cleaner, and you can pin a table to a dashboard the same way you pin a chart.
The import assistant, script import, the Assembly chat and the CSV editor now all share this design, so every assistant in careCycle works the same way.
Scripts that branch
Each script page now ends with an "After this page" rule: if the answer is New, go to the new-account page, otherwise go to the next one. Agents get a page list in the bottom bar so they can jump anywhere, and any page left behind with required fields blank is flagged.
Fields can appear on more than one page and share a single value. ZIP, city, state and county can now be placed on their own, and typing a ZIP fills in the city and state. Fields that were shown on the call screen without saving, like MBI, Medicare dates and DNC, now save.
In Person appointments
Calendars have a new In Person option with a location: an address, the customer's home, or "the agent will send the address". Texts, the booking page, calendar invites and the AI all tell the member where the appointment is, and the dialer leaves in-person appointments to the agent.
Some other things
- Live Queue and Answer Rates on the wallboard. See who's waiting, and per-rep answer rates, rings and missed calls over any date range.
- Auto-away. A rep who misses two rings in a row is set to Busy, with a "Still there?" prompt.
- Routing audit log. Changes to routing configs are recorded.
- Inbox history is tidier. Missed calls and voicemails collapse into one-line entries.
- Calls remembers your filters and the last call you opened, and a new Handled By column shows whether the AI or a rep took the call.
- Bulk actions on customers no longer stop at 10,000.
- Appointments page now has role-based visibility, the shared filter bar and saved views.
- Ask careCycle can pin tables to your dashboard, not just charts.