We ship continuously. Here's what's been released recently.
Scheduled messages can now be reviewed and cancelled before they send, and integration imports accept spreadsheets as well as CSV.
A card on the claim itself that says whether the estimate is on track or heading for a total loss, with the ten most similar past jobs behind it. In pilot with one customer and off by default.
SMS now goes out through Webex Interact. Delivery receipts, credit reservation, and signed webhooks were rebuilt around it, with the legacy status codes preserved so nothing downstream had to change.
Questions, Dropdown Options, User Relationships, Skills, Allocation Sets, Custom Flags, File Tags and Experts were rebuilt on the new component library, on their existing URLs, so no bookmark or training document broke.
The automation rules index and editor were reworked, each rule now carrying a plain-English summary of what it actually does, on top of a new shared component library.
A signed service-to-service link between Switchboard and SwiftCase, so an agent can find a case, read it and update it while it talks.
The Switchboard admin console was rebuilt end to end: new routing, a unified control set, and every configuration page reworked around it.
An experimental WhatsApp connector for Switchboard agents. It's switched off in production while we test it, so WhatsApp isn't a live channel yet.
Rebuilt analytics with configurable dashboard layouts, scheduled report delivery, and cross-workflow metrics.
The email agent reads attachments as well as the email itself, and sorts each message against your own workflows and categories.
Major workflow engine update with parallel execution paths, conditional branching improvements, and sub-workflow support.
Switchboard voice agents ready for production calls, with keypad menu navigation and call recording.
Redesigned document generation with conditional sections, dynamic tables, and batch generation.
Connect SwiftCase to another system's REST API without code, and send the case's data to it as the workflow moves.
A chat window inside Switchboard where staff can try an agent, with verified case access, before a customer ever talks to it.
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