Your sequenced, scripted follow-ups can now speak more than one language. Pick a contact field (eg, create a custom field like "preferred language"), ensure your agent has field extractor tool to keep that field up to date, set a simple rule, and your agent automatically sends the right-language version of each follow-up — same timing, order, and cadence, just different text.

Generate a second-language version of your existing sequence with AI

Edit each language side by side, step by step

Falls back to your default messages whenever there's no match, so nothing changes for the rest of your leads

Great for accounts already have their agents converse in Spanish and route bookings for Spanish-speaking leads to the right reps — now your follow-ups match the conversation.

See new step by step guide in > >

— so the soonest appointment is never blocked by one teammate's calendar.

When you set up booking rules for your AI agents, a rule can now hand the calendar a pool of eligible users rather than one specific person. For example:

The calendar keeps using its own user-selection strategy, just limited to the pool you specified:

Maximize Availability — the AI offers the combined availability of everyone in the pool and books the least-loaded rep who's actually free. If one person is on vacation or fully booked, the contact still gets the next real opening from someone else in the group.

Optimize Distribution — picks the least-recently-booked rep within the pool - not the intended use case for this feature (because optimize distribution balances out to the least recently booked rep, keeping availability to a single user), but it will still work.

This is particularly useful when you want to book among a particular group of team members, but don't want to select a specific one before booking (which limits availability for your customers to that particular team members availability).

No more calendar bloat. Instead of creating a separate calendar for every combination of reps, put your team on one calendar and let rules slice them into the right pool per contact (by zip, service type, etc.).

Easier to maintain. Change who handles what by editing a rule — no juggling dozens of calendars to keep track of.

Better availability + automatic balancing. Contacts get the soonest real opening across the whole eligible group, and bookings spread evenly among them.

Works with text and voice AI agents, and with the manual "Let AI Select Calendar" button (you can let it auto-assign within the pool, or pin a specific person).

If a rule ever points only to people who aren't assigned to the chosen calendar, we stop the booking and flag it so you can fix the setup — rather than quietly booking the wrong person.

: see who was booked, why, and every change

Open any appointment to see exactly how it was assigned and a full timeline of every change — all in one place.

Each appointment now has an Appointment History panel with two parts.

For appointments booked by your AI agents, you'll see the user selection reasoning that was followed after the AI made the request to book the appointment.

Who was eligible, who got booked, and why (e.g., "fewest appointments in the last 30 days").

And — most usefully — why each other eligible rep wasn't chosen: they had more recent appointments, the time was outside their availability, it conflicted with an existing appointment or blocked time (including buffers), a travel rule, they weren't in the eligible pool, or they'd hit their appointment limit.

This answers the question we hear most — "Why didn't [rep] get booked? They haven't had an appointment in ages." — instantly, instead of cross-checking availability, blocked slots, buffers, and travel rules one at a time. It's the fastest way to understand how appointments are being distributed across your team.

A consolidated timeline of the appointment's lifecycle — created, rescheduled, cancelled, completed, or marked no-show — including:

Who or what made the change: a team member, the AI text or voice agent, the calendar widget (the public reschedule and cancel links), or a calendar sync (Google, Outlook, ServiceTitan, HouseCall Pro).

What changed (old → new), with timestamps.

No more digging through separate logs or the contact timeline to reconstruct what happened.

Names are captured at the time of each event, so the history stays readable even if a team member is later removed.

Just open an appointment and view the "History" tab.

We've been working on fine-tuning how Agents access and understand your knowledge base. The new approach is live today. Across testing on data where previous failures to find and focus on the correct answer/information in the knowledge base occurred,

This should result in better use of the knowledge base you have configured!

Remember, if you don't want your agents mentioning something, don't put it in your knowledge base. If you want agents mentioning something without being asked about it, put it in their instructions. and if you want agents to have access to certain info on an as-needed basis, put it in the knowledge base. (FAQs are the best way to do this).

to support richer dynamic variables, including standard contact fields, custom contact fields, account fields, appointment owner fields, and legacy calendar variables.

When editing any of these in your calendar settings tab, simply press the key on your keyboard to see the updated list of available variables.

to user profiles.

Added support in appointment confirmation messages.

Added an explicit setting to include the appointment owner bio image in contact SMS confirmations, sending those confirmations as MMS when an image is attached.

To configure, set the user bio and image in their settings. Doing it for yourself? Go to Settings > Myself. Doing it for others? (if you are an admin) Go to Settings > Team.

Once set you can include the field in the part of the confirmation message settings. tab within a particular calendar's settings. You can check the box below to also include the image.

Voice Agents 3.0 routes every call to the most powerful available model and automatically falls back to close runner-ups if there's an outage — no configuration required.

Best in class transcription which modifies on-the-fly as more of the conversation provides context, yielding the most accurate transcription currently possible.

Watch active voice AI calls as they happen: live transcript, live tool events, live handoffs. When a call needs a human, take it over directly from the monitor. The handoff is smooth — the caller isn't put on hold or rung again — and the human-handled portion is automatically transcribed and appended to the full call record. Just click the button and introduce yourself!

Agents can now look up a calling contact's existing appointments and reschedule them on the spot. Rescheduling keeps the same calendar and team member, validates availability the same way new bookings do, and fires all the standard confirmations and calendar sync events.

Test any agent live in your browser — no phone call required. You'll see the transcript build in real time, watch which tools the agent uses (and what they return), and safely try out booking, field extraction, and conditional tools without real side effects. Plus don't burn credits on testing. Test as much as you need - no credits used when testing in the browser!

Partially a result of better transcription, but also a dedicated model now runs to handle field extraction tools, alleviating your main agent of that work, helping it to stay focused and providing you with more reliable information recording.

Agents can now hand a live call to another AI agent mid-conversation — instantly, without a phone transfer, and with the full conversation history carried over. This replaces the old pattern of phone-transferring between AI agents (which forced callers to re-explain themselves). Use it to route to focused agents: phone-numberless experts that exist purely to handle one area, like billing, scheduling, or a specific product line.

Instead of relying on automated machine detection (which is unreliable across carriers), v3 agents simply listen and recognize a voicemail the way a person would. It's more intuitive and tested better in practice.

Browse and preview voices before choosing one, with photos and short audio samples. Voices are organized into two collections: (high-performing voices from our xAI) and (voices designed by and unique to ). Filter by gender, collection, and language, including multi-language capable voices. No legacy voices will remain on the platform.

Every v3 call log now includes a tab — a chronological timeline of everything that happened on the call with timestamps: transcript turns, tool invocations, interruptions, handoffs, and human takeover moments.

You can migrate your account from the AI Voice Agents page. Once migrated, you'll see updated agent editor options, the new browser test interface, the Transfers & Handoffs tab, and all v3 features immediately. Accounts not yet migrated continue on the legacy platform with no disruption. All accounts will eventually be migrated over (~30 days). Check out the help library articles on voice agents to see more info on new features and when you're ready migrating is just one click away!

in the Book Appointment dialog, the system now has two sources of guidance to draw from:

Journey agent rules (existing) — If the selected contact has an open opportunity and their assigned AI agent has calendar booking rules configured, those rules are used to recommend a calendar and user. This behavior is unchanged.

(new) — If the contact has no relevant journey agent, the system now can fall back to account-level rules you can configure once and have applied across all manual bookings. These rules work the same way as agent rules — you describe your routing logic in plain language, organizes and generates the logic, and you can test it before saving.

, unnecessary if you just book into a couple calendars and rotate through users with calendar level user selection.

To configure account-wide rules, go to → → . If you've already set up calendar selection rules on an AI agent, you can copy them as a starting point.

These account wide guidance rules are for team member guidance only and are never used by AI agents when booking autonomously (they use their own rules which you can configure).

For more info, see → →

Find the right threads faster with new filters on the Conversations page:

— No filter, Never in a journey, Any journey, or a specific customer journey

— Open, Completed, Won, Lost, or Ended (when viewing journey-related contacts)

— Refine to a stage within a selected journey

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— Shows conversations where an inbound message wouldn’t get an AI reply (Text AI off, or no assigned agent when there’s no valid global default). This can be layered on top of any Journey filter.

Filters apply to the thread list as you search and switch between All and Unread.

Remember, if you don't want your unread count to continue to grow endlessly, you can go to → and allow your agents to mark threads as when they respond.

are now available for advanced lead assignment and booking rules.

Previously, and gave you rolling 30-day totals per user across the whole account, which worked well for general load balancing. Now, you can also use and to balance within specific zip-code territories.

This means rules like “” are now supported. Just go to your Agent's tab or your Lead Source's tab and

It’s especially useful for teams that divide work by service area, sales territory, or local market, while still keeping distribution appropriate inside each region.

You can now save an unpublished draft of an , test it in a simulated conversation, and publish it only when you’re ready. Drafts are useful for trying updated instructions, conditional tools, field extractors, or completion goal criteria without affecting active version of the agent currently handling live conversations.

To get started, open a saved , make your changes, and click . Or save your existing active version as a draft, then edit (manually or with Ava) and save the draft. Then use > to try it out before publishing.

For a deeper walkthrough, see the new help doc: .