What’s new?

IVR Connect Call now exposes new variables: 'Answered By User ID', 'Answered By Device', and 'Answered By Phone Number'.

You can use Answered By User ID inside the Assign User action to automatically assign the contact to the person who picked up the call. These variables are also available in the custom variable picker, so they can be referenced in other workflow actions like Notes, SMS, Email, and more.

How it works

When a call reaches your IVR and is routed through Connect Call, the system captures who answered. In workflows, you can reference these values dynamically – most commonly passing Answered By User ID into Assign User to set ownership, or inserting the other variables into messages and notes.

How to use it

• Add an Assign User action after your IVR → Connect Call step.
• In the Users field, switch to Dynamic and select Connect Call → Answered By User ID.
• Save and publish the workflow.

Why we built it

Previously, contact ownership had to be set manually or assigned to a fixed user. Now, ownership automatically matches the person who actually spoke to the lead – keeping follow-ups, tasks, and reporting accurate.

Use Case example

A lead calls your IVR and the call is routed through Connect Call. John answers the phone. The workflow uses Answered By User ID from the Connect Call step, and the contact is automatically assigned to John.

Additional Notes

• Works for both single or multiple users configured in Connect Call.
• Assignment happens only if the call is successfully answered.
• Uses the first connected user as the owner.
• Assign User will not work if the Connect Call routes to a Custom Phone Number (no associated user ID).
• To assign dynamically, you must use Answered By User ID (not device or phone number).

Preview

What’s new?

The Connect Call (IVR) action now supports an optional Call Whisper message. When a call is transferred to another number, you can play a private “heads-up” message to the person who answers before the caller is connected.

How it works

If Add Whisper Message is toggled on, the system plays your configured message to the call recipient first, then connects the caller. You can control the message text, voice, and how many times it repeats (loops).

How to use it

• In your workflow, open Connect Call (IVR).
• Toggle Add Whisper Message on and enter the message settings.
• Save the action – your recipient will hear the whisper before the call connects.

Why we built it

Transferred calls often arrive with zero context. Call Whisper helps your team answer confidently by sharing key details up front – without the caller hearing it.

Use case example

• The whisper message can say, “You’ve got a call from {{contact.name}} about their appointment request,” so the recipient knows who’s calling and why before they answer.

Additional Notes

• Whisper is optional and only plays when enabled.
• The whisper is played to the recipient only, before the call connects.
• You can configure number of loops to repeat the message.
• Currently, whisper messages support English only.
• Keep whisper messages short so recipients can hear the context quickly before pickup.

Preview

Overview

Users had reported inconsistent behavior – the custom value picker would fall back to the campaign variable when UTM Campaign (Last Attribution) was empty, but If/Else conditions would not. This caused workflows to branch unexpectedly.

What’s new

If/Else conditions now correctly apply the same fallback logic as the custom value picker for UTM Campaign (Last Attribution).

What’s changed

If UTM Campaign (Last Attribution) is empty, If/Else conditions will now automatically use the campaign variable as a fallback, ensuring consistent behavior across both areas.

What’s new?

You can now use company-based variables inside contact based workflows. In addition to contact fields, you can reference company details like company name, phone, email, website, address, and other company fields. These are available in both the Custom Value picker and If/Else branches.

How it works

When building a workflow, company fields now appear alongside contact fields in the variable picker. If a contact is associated with a company, the workflow can dynamically pull that company’s details into messages, notes, and conditions, or use them to drive If/Else logic.

How to use it

• Open a workflow and add or edit an action or If/Else branch.
• Select the Custom Value picker and choose a Company field.
• Insert it into your message, note, or branch condition.

Why we built it

Many users manage contacts tied to businesses. This update removes the need for workarounds and manual mapping, making it easier to personalize communication and automate decisions based on company-level data.

Use Cases

• Add the Company Name variable (from the contact’s associated company record) into an email body to personalize outreach to a business contact.
• Create an If/Else branch that checks the Company Address (City) field and routes contacts differently based on their company’s location.

Additional Notes

• Company variables only compute if the contact is associated with a company. If not, the value will be blank.
• Available in both the Custom Value picker and If/Else conditions.

Preview

What's New

Every workflow trigger now includes a built-in, human-readable description that explains what the trigger does and when it fires. Descriptions are visible directly within the Workflow Builder when browsing, selecting, or editing triggers.

How It Works

Open the Workflow Builder and click to add or edit a trigger. Each available trigger now displays a clear description of its function, allowing you to select the right trigger with confidence without needing to reference external documentation.

Why This Matters

Trigger descriptions reduce guesswork during workflow setup, making it easier for both new and experienced users to identify the correct trigger quickly and build automations faster.