Hi everyone, back with another monthly product update with new features to help you automate better, collaborate more effectively, and get better, deeper insig…
Hi everyone, back with another monthly product update with new features to help you automate better, collaborate more effectively, and get better, deeper insights into your customer conversations.
First up, an important update for automations. Previously, you could only trigger automations using standard sales message fields. Now, you can trigger automations using custom fields as well.
For example, let's say you have a custom field called requested service. When that field is updated to tax planning, you can automatically trigger an AI agent specifically trained to answer questions and qualify leads for that service. But here's a pro tip. You can use AI agents to first collect information from customers and populate those custom fields, then use those values to trigger downstream automations. For example, an AI agent could collect a customer's budget range and automatically enroll high-value leads into a sales follow-up campaign while routing lower budget inquiries into a nurture workflow. And this update applies across all automation sales message including AI agents, broadcasts, campaigns, and workflows.
Next, we've added more control over conversation ownership. You can now decide which roles on your team have permission to reassign conversations between team members. This is especially useful if you have established lead routing rules and want to ensure conversations to the right owner. Team members can still claim unassigned conversations, but with this permission disabled, they won't be able to reassign existing conversations that already belong to someone else.
Our AI agents now support RCS messaging. When configuring an AI agent, you can now select an RCS enabled inbox as the ascending inbox. This allows your agents to start richer, more engaging conversations with customers on supported devices while taking advantage of all the benefits RCS has to offer.
We've also made it easier to analyze calling activity. On the calls page, you will now find a new export option that allows you to download your call history. The export respects filters for call type and call outcome. So for example, you can export only outbound answered calls if that's the data you want to analyze. It's a simple way to take the right call data into spreadsheets or reporting tools for deeper analysis.
And finally, we've improved collaboration with team mentions in contact notes. When adding a note from the contact sidebar, simply type the add sign symbol to mention a teammate. This is a great way to ask for help, share important context, or bring someone's attention to a contact while keeping everything organized directly on the contact record. And that's all for this monthly product update. Thanks for watching, and I'll see you in the next month.
