What's new?

Agency Settings has a new Workflow Settings page. It is the home for agency-level workflow configuration, and the first option on it is the default builder for workflows. Pick Standard or Advanced once at the agency, turn on Apply to all sub-accounts, and every owned sub-account opens new workflows in that builder. Sub-accounts you create later inherit the agency default at creation.

How it works

Workflow Settings sits in the Agency Settings sidebar. The default builder section holds the Standard and Advanced choice plus the bulk-apply toggle. Turning the toggle on pushes the selection down to every sub-account you own, so nobody has to set it account by account. The setting decides which builder a new workflow opens in. Workflows that already exist keep the builder they were built on.

How to use it

• Go to Agency Settings and open Workflow Settings.
• Pick Standard or Advanced under default builder.
• Turn on Apply to all sub-accounts and save.

Why we built it

The default builder only had a single place inside Global Workflow Settings. An agency running 200 sub-accounts had to set the builder in each one.

Now there is one page for it. Set the builder once, apply it across the estate, and know that a sub-account spun up next month starts on the same one. As more workflow components ship, they land on this page instead of somewhere else.

Additional Notes

• The bulk-apply toggle covers sub-accounts the agency owns.
• The page is built to take more options over time which will come up in the future

Preview

Overview

We've refreshed the user management experience with a new interface across both Agency and Sub-account. The same actions and the same data you rely on today – now cleaner, better organized, and easier to navigate.

My Profile has been reorganized into tabs, the user listing and Create/Edit User flows have been redesigned, and the "Team" and "My Staff" labels are now unified under a single, consistent name: Users.

This update is now available and can be turned on from Labs.

What's new?

My Profile, reorganized into tabs – Your profile settings are now split into clearly labeled tabs instead of one long page.

Agency: two tabs – General tab carrying personal details and Security tab carrying details like password, sign out everywhere and two-factor authentication

Sub-account: five tabs – General, Security, Calendars, Conversations, and Notifications – all with a refreshed UI.

A streamlined Notifications tab (Sub-account) – The Notifications tab now gives you clear, channel-wise visibility into your notifications, replacing the earlier cluttered layout.

"Team" and "My Staff" are now "Users" – We've standardized the naming across the platform. "Team" (Agency) and "My Staff" (Sub-account) are now both called Users, for a consistent experience everywhere. Only the label changes – the screen works exactly as before.

Refreshed Users listing – An updated look and feel for the screen where you view and manage users.

Redesigned Create and Edit User flows – The flows for adding and editing users have been refreshed, including how permissions are managed.

Clearer Roles & Permissions – The Roles and permissions tab in the Edit User flow has been reworked for clarity:

Navigate permission modules from a left-hand panel instead of scrolling through the entire page.

Scopes within each module are shown in an accordion, collapsed by default, to keep the view clean.

Search for a module to jump straight to it – results open in an expandable format.

Refreshed Sub-account user settings tabs – In the Sub-account Edit User flow, the additional tabs also have a revamped UI: Call and voicemail settings, User availability, Calendar configuration, and Notification settings.

My profile – Agency view: General tab

My profile – Agency view: Security tab

My profile – Sub-account view: Personal details tab

My profile – Sub-account view: Notifications tab

Users listing page

Edit user – Sub-account view: Roles and permissions

Additional notes

• This is a UI and navigation refresh. The underlying capabilities and permissions stay the same.
• Your existing profile settings, user data, and permission configurations carry over unchanged.
• The rename to "Users" is a label change only – no impact on functionality.
• The tabbed My Profile layout gives us room to add more configurations in the future without cluttering the page.

How to enable

1. Navigate: Go to Labs in your Agency settings.
2. Enable: Turn on ‘User Management – UI Refresh’
3. Explore: Head to My Profile and Users to see the new experience.

Roll-out & availability

• Release date: Sep 07, 2026
• Status: Live via Labs

You can now transfer calls from the mobile app to staff members who don't have a personal phone number.

How to use this?

1. Make a regular call from the mobile app (outbound or inbound)
2. In the active call, tap the transfer call icon at the top right corner
3. Go to the Staff Members tab and choose the staff member you want to transfer the call to. Device types they can receive the transferred call on are shown next to their name

4. Tap Call and Hold for a warm transfer, or Transfer and End for a blind transfer
5. The staff member receiving the transferred call can see that it's a transferred call, along with who transferred it. On iOS, the incoming call banner shows the contact name followed by "via" and the name of the staff member who transferred it — for example, John Doe via Michael Scott.

On Android, the incoming call screen shows Transferred call from Michael Scott

6. They tap Answer
7. The warm transfer can be executed as usual

Key points

1. Works for both warm and blind transfers
2. Works for both outbound and inbound calls
3. The mobile app now works as both transfer source and destination
4. Re-transferring a call (transferring a call that was already transferred to you) isn't supported yet
5. Transfers ring every device the staff member has set under "Forward calls to" at the same time: Web App, Mobile App, Phone, and SIP desk phone
6. Staff members with no device configured appear as disabled in the transfer list

Overview

We're introducing Working Hours for Conversation AI, giving business more control over when their AI agents respond to customers.

You can now set specific working days and hours for each agent, choose which channels should follow those hours, and configure what happens when a customer reaches out after business hours.

This helps business keep their AI aligned with their actual operating hours while still making sure after-hours customers are acknowledged and followed up with.

What's New?

1. Set flexible Working Hours for each agent – Choose the days and times when an AI agent should actively respond. You can set different hours for each day and add multiple time slots for breaks or split shifts.
2. Choose which channels follow Working Hours – Apply the schedule only to selected channels such as SMS, Email, WhatsApp, Instagram, Facebook, Chat Widget, Live Chat, and TikTok. Channels that are not selected can continue responding 24/7.
3. Use Contact or Business Timezone – Run the schedule based on each contact's local timezone or your business timezone.
4. Continue ongoing conversations after hours – If a conversation started during working hours, the agent can continue replying after closing time until the conversation becomes inactive.
5. Send an Off-Hours Auto-Reply – Automatically acknowledge customers who message outside working hours. You can add your own custom message and personalize it using supported custom values.
6. Notify your team about after-hours messages – Send email notifications to admins, users, assigned users, selected team members, or custom email addresses.
7. Automatically tag after-hours contacts – Add selected tags to contacts who message outside business hours, making it easier to identify, filter, and follow up with them.
8. Follow up when business hours resume – Automatically send a follow-up when the business reopens if the customer has not already received a response from the agent or a team member.

Additional Notes:

• Working Hours is optional. If it is not enabled, the agent continues responding at any time as it does today.
• Working Hours applies only to the channels you select. Other channels continue working normally.
• The Off-Hours Auto-Reply, notifications, and contact tags are triggered once per closed period, so customers will not receive the same acknowledgement for every message they send after hours.
• The business-hours follow-up is skipped if the customer has already received a response from either the AI agent or a team member.
• In Suggestive Mode, suggestions can still be generated after working hours for your team.
• If Followup Hours is also configured for Advanced Follow-Up, the agent's Working Hours takes priority for the channels included in the agent's schedule.
• Agents can still be manually activated outside their Working Hours when needed via conversation panel.
• Working Hours is configured per agent, so different agents can have completely different schedules.

You can now generate an image inside a workflow. The AI Image Generation action is available under AI Actions. Give it a prompt. An AI model creates the image, stores it at a public URL, and returns that URL as text.

This is a premium action. Each execution has an additional charge.

What's New

• Four models: Select GPT Image 2, Gemini 3 Pro Image (Nano Banana Pro), Gemini 3.1 Flash Image (Nano Banana 2), or Gemini 2.5 Flash Image (Nano Banana).
• Flexible prompts: Type the prompt yourself or insert a custom value. The prompt can come from a contact field, a webhook payload, or an earlier action.
• Enhance Prompt: One click expands a short prompt into a detailed one.
• Templates: Start from Product Mockups, Social Post, Promo Flyer, or Lifestyle.
• Quality: Set Auto, High, Medium, or Low. The default is Auto.
• Brand control: Apply your Design Kit and Brand Voice.
• Output control: Set the size, the background, and the file format.
• Automatic storage: Each image goes to Media Storage and returns an Image URL variable for the actions that follow.

Pricing

Image generation is billed per execution. The figures below show what a typical image costs. Most generations land in this range.

Note: Treat these figures as a planning estimate, not a fixed rate.

Your actual cost per image depends on how you configure the action. The main factors are:

• Model: The model you select.
• Quality: The level you set.
• Size: The size you generate at.
• Additional context: A Design Kit or Brand Voice passes extra context to the model, which can shift the cost.

How to Use

1. Go to Automation > Workflows.
2. Open a workflow, then add the AI Image Generation action.
3. Select the model and set the quality. The default is Auto.
4. Write the prompt. Type it in, or insert a custom value so the prompt comes from your data at run time.
5. Click Enhance Prompt or start from a template. Both steps are optional.
6. Open Additional Settings for the size, the background, the output format, the Design Kit, and the Brand Voice. This step is optional.
7. Save the action.

Important: The generated image is stored at a public URL. Anyone with the link can open it without a login. Keep this in mind when a prompt pulls in customer data.

Why This Matters

A workflow can now create a visual, not only move one you uploaded in advance. Use the Image URL in the actions that come after. You can attach it to an email or SMS, publish it to a social post, save it to a custom field, or pass it to a webhook. Because the prompt can come from your data, one workflow can produce a different image for every contact, or fill in an image URL for every row in a Google Sheet.

One change beyond the paste: your pricing copy revealed the quality levels, so I pulled Quality into its own bullet under What's New and named them. That mirrors the Detail level bullet in the Analyze Image doc.