3rd of December, 2025

Custom Dispositions: Choose an outcome for your call. Use it to trigger workflows

What’s new

• Post-call picker in the Web Dialer: select one disposition (example: Follow Up)

• Customizable: sub-account admins can create, edit, and delete dispositions.

• Automation-ready: new Workflow filter under "Call Details" called "Custom Disposition" for follow-ups (send messages, tag, re-enqueue in Power Dialer, etc.)

• Saved to the record: disposition appears in Call Reporting table and filters (coming soon)

Why it matters

• Faster wrap-up -> more calls per day
• Cleaner automation -> triggers based on what the rep selected, not only system status
• Better visibility -> consistent outcomes you can query and audit (reporting coming soon)

How it works

1) Finish a call

2) Pick one disposition

3) Workflows fire immediately when the chosen disposition matches your automation rules

Setup (admins)

1) Go to Settings -> Phone System -> Voice -> Call Dispositions

2) Review the defaults and add or edit up to 10 dispositions total

3) In Workflows, use the Custom Disposition filter to define follow-ups

Examples

• Requested Appointment -> send SMS with booking link and create a follow-up task
• Follow Up -> re-enqueue into Power Dialer in 2 days
• Not Interested -> add a "Do not nurture – called" tag and remove from a campaign

Important for existing automations

• If you use Call Status to drive workflows, Call Dispositions may work better for you
• Renaming a disposition: existing workflows continue working with the new name
• Deleting a disposition: workflows referencing it will stop firing; update them first

PS: Mobile app support for Dispositions is coming in a few weeks

We’re introducing a brand new way to record and showcase customer feedback collected outside of integrated review platforms — now available in Labs!

Once enabled, you’ll find it inside Reputation → Reviews → Add Reviews.

✨ What’s New

1. 🖊️ Add Reviews Manually

Easily submit customer reviews that were collected offline or through channels we don’t directly integrate with. You can now enter:

• Customer Name
• Review Rating
• Review Text
• Date of the Review
• Platform / Source (choose an existing platform, add a new unsupported one like Checkatrade, or simply select No Platform for word-of-mouth reviews)
• Profile Picture
• Photo Attachments

This allows you to consolidate all your feedback — both collected and manual — in one unified view.

2. 📤 Bulk Upload via CSV

Import multiple reviews at once using our new CSV uploader.

Upload reviews with:

• Reviewer details
• Rating & text
• Review dates
• Platform names
• Attachments (via links)

Includes:

• Downloadable CSV template
• Validation for incorrect or missing fields
• Error-free file handling to ensure smooth imports

3. 🪄 Unified Review Display

Manual reviews now appear directly inside your Reputation → Reviews list, alongside Google and other sourced reviews. New capabilities include:

• Filter by Source, including “Manual pages”
• Display the platform label (e.g., Checkatrade, Amazon, No Platform)
• Visual consistency with fetched reviews
• AI Summary compatibility

4. 🌟 Showcase Manual Reviews in Widgets

These manually added reviews can now also appear inside your Review Widgets, making it easy to display all your best feedback — regardless of where it came from.

You can:

• Combine manual and fetched reviews
• Filter by review source
• Display them in all widget layouts (List, Grid, Carousel, Slider, Flash, Legacy)
• Override “Write a Review” links
• Control max review count and rating filters

🧪 Available in Labs Now!

Head to Settings → Labs → Manual Reviews to enable this for your sub-accounts.

👉 Once enabled, access it from Reputation → Reviews → Add Reviews to start adding and showcasing manual reviews.

We’re always working to make review management more powerful and flexible.

Questions? Suggestions? Ideas to improve Manual Reviews?

Drop us a line at or share on our Ideas board — we’re listening!

You can now automate Do Not Disturb settings for inbound communications, not just outbound. This addresses a common pain point where incoming spam calls were creating junk contacts and false opportunities with no way to filter them through automation.

What's new:

• Direction control added to both the Contact DND trigger and Enable/Disable DND action
• Choose between Inbound or Outbound DND
• Inbound DND applies to all inbound channels (Calls & SMS)

How to use:

Add the Contact DND trigger or Enable/Disable DND action, set direction to Inbound, and configure your DND preferences. Results appear on the contact's DND tab.

Existing configurations remain unchanged—all current DND triggers and actions default to Outbound.

Managing multiple brands or client accounts just got easier!

You can now upload and assign different watermarks for each social account, so every post carries the right brand identity automatically.

🚀 What’s New

• Upload multiple watermarks (one per social account) directly from Social Planner Settings.
• Name and preview your watermarks before saving.
• Assign to all socials at once using “Select All” or set unique watermarks for specific accounts.
• Edit or delete watermarks anytime (with confirmation if they’re assigned).

⭐ Why This Matters

• Save time with no more re-uploading logos for every post.
• Keep your brand identity consistent across platforms.
• Perfect for agencies managing multiple brands in one place.

🛠 How to Use

• Go to Marketing → Social Planner → Settings → Watermark

• Click “Add Watermark” to upload and name your watermark (PNG, max 5MB).

• Use the “Select All” option to apply to all socials, or assign individually.
• Manage, edit, or delete any watermark from your list anytime.

Note: If you haven’t added a watermark yet, you’ll see an “Add Watermark” nudge prompting you to create one. And if you already had watermark assigned than your existing single watermark will automatically appear in the list view as “All Socials”. You can choose to edit this setup and assign specific watermarks to each account later.

✨ What’s new

Analytics for Threads and Bluesky are now fully supported, giving visibility into two fast-growing platforms directly inside Social Planner.

• Post Volume Tracking
• Social Post Performance Graph

Daily trends for:

• Posts
• Impressions
• Likes
• Comments
• Engagement Metrics
• Impressions Tracking (Bluesky Only)

💡 Why it matters

• Helps understand how Threads and Bluesky perform compared to other platforms
• Identify where early engagement is growing on emerging social apps
• Make data-driven decisions about content strategy
• Consolidate analytics across all connected social accounts
• Strengthen reporting for clients, executives, and internal teams

🛠️ How it works

• Go to Marketing → Social Planner → Statistics
• Choose Threads or Bluesky from the sidebar

Review:

• KPI cards (Posts, Likes, Comments)
• Performance graphs
• Engagement tables
• Trendlines

Notes

• Threads does not provide Impressions or Post Reach
• Bluesky & Threads do not currently provide follower counts, gender demographics, or advanced engagement metrics