25th of June, 2026

Inbound call routing by working hours

You can now choose to receive inbound calls only during your working hours. Turn on "Only ring during working hours" from your profile, pick the schedule that defines your availability, and any inbound call that arrives outside those hours will skip you automatically and go to the phone number's existing backup.

The setting is off by default, so nothing changes until you turn it on. During your working hours, calls ring you exactly as they do today.

Where to find it:

• Settings > My Profile, in the "Inbound call routing" card.

• Admins can also manage it for team members under Settings > My Staff > Edit > User Availability.

How it works:

• Direct calls: if you are assigned and outside your hours, the call skips you and goes to the number's backup.
• Ring all: only teammates outside their hours are skipped. Everyone still within hours rings as normal. If everyone is outside hours, the call goes to the number's backup.
• Call menu (IVR): if a connect step is set up to ring you and you are outside your hours, you are skipped while the other people and numbers on that step still ring. If you were the only target, that step connects no one and the workflow continues on its normal "not connected" path.
• Forwarding numbers are respected: if your own phone is also set as the phone number's forwarding number or business number, it is automatically skipped too when you are outside your hours, so the call still goes to the backup instead of reaching you.

Mark yourself off for holidays: the schedule that powers this feature supports date-specific hours, which override your normal weekly hours for a single date. Add a date-specific day with no hours to take yourself off inbound calls for a holiday or a day off, without touching your regular weekly schedule.

For admins, control who can change this: this setting is tied to the "Manage calendars" permission. If you do not want a staff member changing their own call availability, remove the "Manage calendars" permission from their role under Settings > My Staff > Roles and Permissions. When that permission is off, the "Inbound call routing" card cannot be used for that user and any attempt to change the setting is blocked. This lets you keep control of after-hours call routing for your team.

Known limitations in this release:

• Transfers are not covered yet. This release applies to inbound calls to assigned users, ring all, and call menu (IVR) steps. Transferred calls are planned for a future update.
• No per-user backup options yet. Calls outside your hours follow the phone number's existing backup.

🤔 Problem Statement

Agency owners often create Email AI templates on behalf of their clients. However, if Email AI was disabled for a location, agency users couldn't access it there. This forced them to create templates in a few enabled locations and manually share them across other locations, resulting in extra effort and duplication.

✨ What we did

• Enabled Email AI access for agency users across all locations.
• Agency users can now create and manage Email AI templates wherever they are needed.
• Location users continue to have Email AI access based on their location's Labs configuration.
• Added a "Visible to Agency Users Only" tag to avoid confusion for Agency users when Email AI is disabled for a location.

🏆 Benefits

• Allows agency users to create Email AI templates in any location.
• Eliminates the need to manually share templates across locations.
• Reduces operational effort and duplicate work.
• Preserves existing location-level access controls for location users.

What's New

We have just added one more language to our Custom Code Action. Now you can change the language from the dropdown by selecting Python.

This enhances the already powerful action and opens up new avenues.

Overview:

Until now teams had to manually watch for conversations that were about to breach or had already missed their SLA targets. With this release, SLAs become actionable. You can now automate workflows when conversation SLAs are due soon, overdue, or manually dismissed, helping teams proactively manage response times instead of reacting after issues occur. We've also added more control over manual SLA removal, giving admins the ability to decide who can dismiss SLAs and ensuring every action is auditable.

👀 What's New?

You can now build workflows that automatically run when a conversation's SLA becomes due soon, overdue, or is manually dismissed. Instead of relying on users or managers to monitor SLA timers, you can define exactly what should happen when these events occur. For example, you can: Notify a user when a conversation becomes overdue or Reassign contacts for escalation. To help prevent excessive notifications, we've also added an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from same contact cause additional SLA events.

We've also introduced better controls around manual SLA removal. For conversations where no response is required – such as "Thank you", "Got it", or "Not interested" messages, users can manually dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only.

How to Use

Building Conversations SLA Workflows

1. Go to Automation → Workflows, Create a new workflow and select Conversation SLA as the trigger. Choose the SLA event: Due Soon / Overdue / SLA dismissed

2. You can also add optional filters such as: message channel, tags, owner, custom fields and define the actions you want the workflow to perform and publish it.

Configure Manual SLA Removal Permissions

1. Go to Conversations Settings. Under Who can manually dismiss SLA from conversations?Select: All users or Admins only. Save your changes.

2. Any user who has access to dismiss SLA can click on the SLA timer on center panel and dismiss the SLA

3. When SLA is dismissed, a log is posted on the conversation showing which user dismissed the SLA and the SLA status at the time of dismissal.

Overview:

Until now teams had to manually watch for conversations that were about to breach or had already missed their SLA targets. With this release, SLAs become actionable. You can now automate workflows when conversation SLAs are due soon, overdue, or manually dismissed, helping teams proactively manage response times instead of reacting after issues occur. We've also added more control over manual SLA removal, giving admins the ability to decide who can dismiss SLAs and ensuring every action is auditable.

👀 What's New?

You can now build workflows that automatically run when a conversation's SLA becomes due soon, overdue, or is manually dismissed. Instead of relying on users or managers to monitor SLA timers, you can define exactly what should happen when these events occur. For example, you can: Notify a user when a conversation becomes overdue or Reassign contacts for escalation. To help prevent excessive notifications, we've also added an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from same contact cause additional SLA events.

We've also introduced better controls around manual SLA removal. For conversations where no response is required – such as "Thank you", "Got it", or "Not interested" messages, users can manually dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only.

How to Use

Building Conversations SLA Workflows

1. Go to Automation → Workflows, Create a new workflow and select Conversation SLA as the trigger. Choose the SLA event: Due Soon / Overdue / SLA dismissed

2. You can also add optional filters such as: message channel, tags, owner, custom fields and define the actions you want the workflow to perform and publish it.

Configure Manual SLA Removal Permissions

1. Go to Conversations Settings. Under Who can manually dismiss SLA from conversations?Select: All users or Admins only. Save your changes.

2. Any user who has access to dismiss SLA can click on the SLA timer on center panel and dismiss the SLA

3. When SLA is dismissed, a log is posted on the conversation showing which user dismissed the SLA and the SLA status at the time of dismissal.