What's New
Product updates — what we shipped, what we improved, what we fixed.
February 2026
New
Automated Follow-Up Sequences
Set follow-up rules per workflow — if no response in X hours, Bob nudges the customer
Follow-ups include the original request context so nobody asks "what was this about?"
Configurable cadence: 1 hour, 4 hours, next business day
January 2026
Improved
Intake Question Builder
Drag-and-drop intake form builder — no code, no config files
Conditional questions: if they pick "emergency," skip the slow path
Better mobile layout for intake conversations on small screens
January 2026
New
Routing Rules Engine
Route requests by type, urgency, business hours, or custom tags
Multiple destinations per rule — primary assignee + CC the manager
Fallback routing when the assigned person doesn't acknowledge within your SLA
December 2025
New
Industry Workflow Templates
Pre-built intake + routing templates for HVAC, property management, dental, and auto repair
Plug in your team names and contact info, go live same day
Each template includes common request types and escalation rules for that industry
December 2025
Improved
Escalation Handoffs
When Bob escalates, the human gets a clean summary — not a raw chat transcript
Attached files and images now pass through to the escalation
One-click "I've handled this" button for the team member
November 2025
Fixed
After-Hours Detection
Fixed timezone handling for businesses operating across multiple zones
Business hours now respect holidays you configure
After-hours routing rules apply correctly for weekend-only businesses
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