August 2026: More handled. Less on your plate.

More handled. Less on your plate.

This month’s updates reduce two kinds of desk work: membership follow-up and rewriting customer replies. They also make the human work that remains easier to route and keep the rest of the written workflow moving.

Fewer membership tasks to work through

Answering Agent can send customers a membership portal link so they can manage their account themselves. With supported integrations, it can also carry out membership changes after the required checks and confirmation.

In an early comparison, the share of cancellation conversations generating a membership task fell from 36.3% to 18.7% — nearly half as many membership tasks per cancellation conversation. Your team still handles requests that need a person, including refund reviews, billing disputes, and customers who ask for human help.

Early all-team results: 992 membership tasks across 2,731 cancellation conversations in the week of August 10, compared with 389 across 2,078 in the partial week of August 31, 2026, measured September 4. The later period was incomplete, so this is a directional observed result, not a guarantee for every team or a measure of portal links alone.

Draft replies that get sent with less rewriting

Draft a Reply now learns from recent messages your team has sent, so the first draft is closer to the way your desk already communicates. The win is less thrash before Send — not a promise that every draft is perfect on the first try.

In the seven days before and after the model and prompt upgrade, operators hit Send 65% → 75% of the time. Refine clicks fell from about 19% → about 2%, while light-touch drafts rose 69% → 85%. Heavy rewrites fell 31% → 15%.

When your team needs to step in

Smart Routes lets you write a rule in plain language, choose a teammate, and apply it to one location or all locations. New unassigned tasks go to the first matching enabled rule, while work someone already owns stays with them.

Tasks from a conversation can stay together instead of multiplying follow-up items. In Slack, replies, conversation updates, and task status stay in the original task thread, so the team can see what changed without hunting across messages.

More of the written workflow in one place

Forms now support choice, consent, time, and rating fields. Teammates can mention one another in internal notes. Email replies stay in the correct conversation more reliably, phone-number search finds the right contact faster, and filtered conversations or unique contacts can be exported to CSV.

AI Recap brings together key facts, suggested next steps, and who the conversation is waiting on. Conversation wrap-ups include a check for anything else the customer needs, and promotional offers can be targeted to new customers, existing customers, or both.

Open your dashboard to explore the updates.