🧭 Overview

We've improved how appointments are organized within the Contacts and Conversations tabs to make it easier to quickly understand what’s coming up next and what happened most recently.

Previously, appointments were not always displayed in the most intuitive order, making it harder to identify the next upcoming appointment or the latest completed interaction.

With this enhancement, appointments are now sorted chronologically based on their status, helping users navigate customer interactions more efficiently.

✅ What's New?

⏭️ Upcoming Appointments Sorted by Nearest First

Upcoming appointments now appear in ascending chronological order.

The appointment happening soonest will always be shown at the top of the list.

Example

If a contact has appointments on:

• June 10
• June 15
• June 20

The June 10 appointment will appear first, followed by June 15 and June 20.

⏮️ Past Appointments Sorted by Most Recent First

Past appointments are now displayed in descending chronological order.

The most recently completed appointment will appear at the top of the list.

Example

If a contact previously had appointments on:

• June 1
• May 25
• May 10

The June 1 appointment will appear first, followed by May 25 and May 10.

👀 Quick Access to Appointment Details

Users can now view the appointment details directly from the Appointments tab by using the "View" action, making it easier to review details and take action without navigating elsewhere.

🎯 Why This Matters

• Makes upcoming appointments easier to identify.
• Surfaces the most recent customer interactions first.
• Reduces time spent searching through appointment history.
• Creates a more intuitive experience inside Contacts and Conversations.

This update ensures appointment information is presented in a way that naturally aligns with how users manage customer conversations and follow-ups.

🧭 Overview

We've improved how appointments are organized within the Contacts and Conversations tabs to make it easier to quickly understand what’s coming up next and what happened most recently.

Previously, appointments were not always displayed in the most intuitive order, making it harder to identify the next upcoming appointment or the latest completed interaction.

With this enhancement, appointments are now sorted chronologically based on their status, helping users navigate customer interactions more efficiently.

✅ What's New?

⏭️ Upcoming Appointments Sorted by Nearest First

Upcoming appointments now appear in ascending chronological order.

The appointment happening soonest will always be shown at the top of the list.

Example

If a contact has appointments on:

• June 10
• June 15
• June 20

The June 10 appointment will appear first, followed by June 15 and June 20.

⏮️ Past Appointments Sorted by Most Recent First

Past appointments are now displayed in descending chronological order.

The most recently completed appointment will appear at the top of the list.

Example

If a contact previously had appointments on:

• June 1
• May 25
• May 10

The June 1 appointment will appear first, followed by May 25 and May 10.

👀 Quick Access to Appointment Details

Users can now view the appointment details directly from the Appointments tab by using the "View" action, making it easier to review details and take action without navigating elsewhere.

🎯 Why This Matters

• Makes upcoming appointments easier to identify.
• Surfaces the most recent customer interactions first.
• Reduces time spent searching through appointment history.
• Creates a more intuitive experience inside Contacts and Conversations.

This update ensures appointment information is presented in a way that naturally aligns with how users manage customer conversations and follow-ups.

🧭 Overview

We've improved how appointments are organized within the Contacts and Conversations tabs to make it easier to quickly understand what’s coming up next and what happened most recently.

Previously, appointments were not always displayed in the most intuitive order, making it harder to identify the next upcoming appointment or the latest completed interaction.

With this enhancement, appointments are now sorted chronologically based on their status, helping users navigate customer interactions more efficiently.

✅ What's New?

⏭️ Upcoming Appointments Sorted by Nearest First

Upcoming appointments now appear in ascending chronological order.

The appointment happening soonest will always be shown at the top of the list.

Example

If a contact has appointments on:

• June 10
• June 15
• June 20

The June 10 appointment will appear first, followed by June 15 and June 20.

⏮️ Past Appointments Sorted by Most Recent First

Past appointments are now displayed in descending chronological order.

The most recently completed appointment will appear at the top of the list.

Example

If a contact previously had appointments on:

• June 1
• May 25
• May 10

The June 1 appointment will appear first, followed by May 25 and May 10.

👀 Quick Access to Appointment Details

Users can now view the appointment details directly from the Appointments tab by using the "View" action, making it easier to review details and take action without navigating elsewhere.

🎯 Why This Matters

• Makes upcoming appointments easier to identify.
• Surfaces the most recent customer interactions first.
• Reduces time spent searching through appointment history.
• Creates a more intuitive experience inside Contacts and Conversations.

This update ensures appointment information is presented in a way that naturally aligns with how users manage customer conversations and follow-ups.

🧭 Overview

We've improved how appointments are organized within the Contacts and Conversations tabs to make it easier to quickly understand what’s coming up next and what happened most recently.

Previously, appointments were not always displayed in the most intuitive order, making it harder to identify the next upcoming appointment or the latest completed interaction.

With this enhancement, appointments are now sorted chronologically based on their status, helping users navigate customer interactions more efficiently.

✅ What's New?

⏭️ Upcoming Appointments Sorted by Nearest First

Upcoming appointments now appear in ascending chronological order.

The appointment happening soonest will always be shown at the top of the list.

Example

If a contact has appointments on:

• June 10
• June 15
• June 20

The June 10 appointment will appear first, followed by June 15 and June 20.

⏮️ Past Appointments Sorted by Most Recent First

Past appointments are now displayed in descending chronological order.

The most recently completed appointment will appear at the top of the list.

Example

If a contact previously had appointments on:

• June 1
• May 25
• May 10

The June 1 appointment will appear first, followed by May 25 and May 10.

👀 Quick Access to Appointment Details

Users can now view the appointment details directly from the Appointments tab by using the "View" action, making it easier to review details and take action without navigating elsewhere.

🎯 Why This Matters

• Makes upcoming appointments easier to identify.
• Surfaces the most recent customer interactions first.
• Reduces time spent searching through appointment history.
• Creates a more intuitive experience inside Contacts and Conversations.

This update ensures appointment information is presented in a way that naturally aligns with how users manage customer conversations and follow-ups.

10th of June, 2026

Transfer calls to web, phone, and SIP – no personal phone number required

You can now transfer calls to teammates who don't have a personal phone number.

—

How to use this?

1. Make a regular call from web(outbound or inbound)

2. Click on warm transfer (or blind transfer)
3. Choose the staff member you want to transfer the call to. Device types they can receive the transferred call on are shown.

4. Click on Hold & Call
5. The staff member receiving the transferred call can also see that it's a transferred call (if receiving the call on web)

6. They click on Answer

7. The warm transfer can be executed as usual

—

Key points:

• Works for both warm and blind transfers
• Works for both outbound and inbound calls
• Mobile app support (as transfer source and destination) is coming in a few weeks
• Re-transferring a call (transferring a call that was already transferred to you) isn't supported yet
• Transfers ring every device the staff member has set under "Forward calls to" at the same time: Web App, Phone, and SIP desk phone

• Teammates with no device configured are hidden from the transfer list

—

How to start using this via Labs?

1. Go to agency settings > Labs > Sub-Account

2. Find "Transfer calls to any device a teammate uses" and click on "Activate Feature"
3. Select the sub-accounts you want, then use Bulk Actions > Enable Access

4. Click save