What's new

What’s new

You can now resize the panels in Conversations to fit how you work. Drag the divider between the conversation list, the message thread, and the contact details panel to make any of them wider or narrower.

How to use

• Go to Conversations.
• Click and drag the resize icon to left or right to adjust the width.

• Your panel sizes are saved, so your layout stays the same the next time you open Conversations.
• Each panel has a minimum and maximum width, so the layout stays readable.

Why it matters

Every team works differently. Some reps want more room to read long email threads, while others need a wider contact panel to see details at a glance. Now you can set up the layout that works best for you.

Overview

Turn new and updated Google Sheets data into the starting point for your automations. Use the spreadsheets your team already works with to begin the next step in Secure Automation when new data arrives or existing data changes.

What’s new?

Four new Google Sheets triggers let you start a workflow when a spreadsheet or worksheet is created, a row is added, or an existing row is updated:

• New spreadsheet: Start a workflow when a new Google Sheets file is created in the selected Drive.
• New spreadsheet row: Start a workflow when a new row is appended after the last row of a selected sheet or tab.
• Updated spreadsheet row: Start a workflow when a cell in an existing row is modified. This trigger does not fire for newly added rows.
• New worksheet: Start a workflow when a new tab is added to a selected spreadsheet.

Why this matters

Teams often capture inquiries, project details, and reporting data in Google Sheets. Moving that work forward can mean checking for new entries or changed values and starting the next process manually. These triggers connect new and updated data in your sheets to your workflows, so the next step can begin automatically.

How it works

Go to Automation > Workflows, open a workflow, and select Add Trigger. Search for the trigger name or open the Google sheets category.

• Choose the event: Select New spreadsheet, New spreadsheet row, Updated spreadsheet row, or New worksheet based on what should start the workflow.
• Select the source: Choose your connected Google account and Drive. For both row triggers and the worksheet trigger, select the spreadsheet. For New spreadsheet row and Updated spreadsheet row, also select the Sheet (Tab).
• Use the trigger data: Select Find new records, choose a mapping reference, and use the available data in following workflow actions.
• Test the automation: Save the trigger and workflow, then use Test > Test using events to check a matching Google Sheets event. Publish the workflow when it is ready.

Common use cases

• Start a lead intake workflow when a team appends a new inquiry to a sheet.
• Start the next step in a process when an existing row is updated, such as when a team edits a status or project detail.
• Begin a monthly reporting process when a new month tab is added to a reporting spreadsheet.
• Kick off an internal process when a new spreadsheet is created in a selected Drive.

Additional notes

• Google Sheets is marked as Premium in the workflow builder; premium usage charges may apply.
• New spreadsheet row tracks row positions. Append new records at the bottom: inserting rows in the middle can retrigger rows at the end, and deleting rows can cause subsequent new rows to be skipped.

What’s new?

You can now start Secure Automation workflows from Slack activity with five new instant triggers. Respond to direct messages, channel joins, app mentions, channel messages, and emoji reactions from the workflow builder.

Why this matters

Team requests, conversations, and feedback often begin in Slack. These triggers turn that activity into workflow steps, helping you route requests, welcome teammates, and notify the right people without manually watching channels.

How it works

Go to Automation > Workflows, open a workflow, click Add trigger, and search for Slack. Choose a trigger and select your connected Slack account.

• New direct message: Start a workflow when someone sends a direct message to your Slack app (bot).
• User invited to channel: Start a workflow when a user joins or is invited to a selected channel.
• New mention: Start a workflow when your Slack app (bot) is @-mentioned in a channel it has been added to.
• New message posted to channel: Start a workflow when a new message is posted to a selected public or private channel.
• New reaction added: Start a workflow when an emoji reaction is added to a message in a selected channel.

Configure the channel or filters where applicable.

Common use cases

• Route incoming requests: Notify a triage channel when someone messages or @-mentions your Slack app.
• Welcome new teammates: Post an onboarding message when a user joins your team’s channel.
• Follow up on feedback: Alert reviewers when a message in a review channel receives an emoji reaction.
• Keep teams informed: Notify another team when a new message is posted to a shared request channel.

Additional notes

• These are Premium triggers.
• The direct message trigger listens for messages sent to the Slack app (bot).
• For mentions, add the Slack app to the channel before using the trigger.
• Channel lists include public and private channels visible to the connected Slack user.

What’s new?

You can now use an AI assistant directly inside Workflow Maps to ask questions about your automations, investigate issues, organize the map, and request workflow builds or edits.

The assistant uses your workflow and map context to help with account-specific questions and actions.

Why this matters

Understanding and maintaining an account often involves searching, opening workflows, reviewing dependencies, and making organizational changes. The assistant lets you describe the question or outcome in plain language and work through it from the map.

How it works

Go to Automation > Workflows > Workflow Maps, then open Assistant.

• Understand a workflow: Ask what a selected workflow does or request a summary of a folder.
• Find and investigate: Locate workflows by name, review issues, or ask about a workflow’s connected assets.
• Focus the map: Ask the assistant to filter or highlight relevant workflows and folders.
• Organize your account: Request folder creation, workflow moves, renaming, or notes.
• Build or edit workflows: Describe the automation you want to create or change. Supported builds and edits run as background jobs.
• Review proposed actions: Use the approval controls to review plans and decide how supported changes are applied.

Common use cases

• “Explain what this workflow does.”
• “Show only drafts in the Sales folder.”
• “Create a welcome email and SMS workflow.”
• “Move these workflows into an Onboarding folder.”

Additional notes

• The assistant works within your access permissions.
• Actions such as deletion and whole-map rearrangement still require confirmation, including when automatic approval is enabled.
• Saved views store filters. They do not save the map’s zoom, position, or layout.
• Launch access: Workflow Maps is available only to agency users and agency admins at launch.

Preview

What’s new?

You can now use Workflow Canvas to view a workflow and its linked workflows together. Follow the connections between automations and understand how they form a larger process.

Why this matters

Many customer journeys span several workflows. One workflow may add a tag that starts another, or directly add a contact to a follow-up workflow. Viewing those workflows together makes the handoffs easier to understand and investigate.

How it works

Open Automation > Workflows > Workflow Maps, select a workflow, and open Linked workflows.

• Explore the connected workflows: Review the workflows linked to the one you selected, including relationships across folders.
• Follow the handoffs: Understand connections created through shared assets or direct workflow actions.
• Inspect the sequence: Review the connected workflows together to understand how the overall automation is arranged.
• Investigate a dependency: Use the map’s asset-usage details to find the triggers or actions behind a shared asset.
• Open the builder when needed: Move into the relevant workflow to make changes to its steps.

Common use cases

• Understand a lead-capture, qualification, and follow-up sequence.
• Review how booking workflows connect to reminders and post-appointment follow-up.
• Explain a process that spans multiple workflows during a handover.

Additional notes

• Workflow Maps provides the account overview. Workflow Canvas helps you follow a linked workflow sequence.
• Connections describe how the automation is configured. Use contact journeys to investigate a particular contact’s execution history.
• Edit workflow steps in the builder.
• Launch access: Workflow Maps is available only to agency users and agency admins at launch.

Preview

What’s new?

Workflow Maps now surfaces workflow execution errors across your sub-account in one place. Identify workflows that need attention, inspect their failed executions, and open the affected step to investigate.

Why this matters

A failed automation can interrupt lead follow-up, customer communication, or an internal handoff. Seeing errors across workflows helps your team find problems and understand what failed without checking each workflow separately.

How it works

Go to Automation > Workflows > Workflow Maps.

• Spot flagged workflows: An errors badge identifies workflows with errors from recent runs.
• Open the error summary: Select Review workflows with errors to see flagged workflows, grouped into Published and Draft.
• Focus your investigation: Use Has issues to narrow the map.
• Inspect the failure: Select a workflow and review its failed executions, affected step, and error details.
• Resolve the issue: Open the workflow in the builder to correct the affected step.
• Clear reviewed notifications: Return to the map and select Mark as read after reviewing the issue.

Common use cases

• Investigate failed webhook or integration actions.
• Review automation errors across a large sub-account.
• Identify failures affecting a customer’s follow-up sequence.

Additional notes

• Mark as read clears the error badge. It does not repair the workflow or retry a failed execution.
• Make the required workflow changes in the builder.
• Launch access: Workflow Maps is available only to agency users and agency admins at launch.

Preview

What’s new?

You can now follow an individual contact’s journey across workflows directly from Workflow Maps. Find the contact, see the workflows they entered, and inspect the runs and steps behind their journey.

Why this matters

Questions such as “Why did this contact receive that message?” or “Where are they waiting?” often require checking multiple workflows. Contact journeys bring that history together so you can investigate the contact’s experience in context.

How it works

Go to Automation > Workflows > Workflow Maps, then open Contacts in the left rail.

• Find a contact: Search by name, email, or phone number.
• See their workflows: Select the contact to focus on their workflow journey.
• Review enrollments: Use the Workflows tab to inspect their enrollment history.
• Follow the timeline: Open Timeline to review runs, timestamps, and execution statuses.
• Inspect a specific run: Select a run to see its steps, then open the relevant step to investigate that execution.

Common use cases

• Investigate an unexpected email or SMS.
• Find where a contact is waiting in an automation.
• Understand how a lead moved through qualification, booking, and follow-up workflows.

Additional notes

• Contact history covers the last 60 days.
• The timeline identifies runs that finished, are waiting, or encountered an error.
• Launch access: Workflow Maps is available only to agency users and agency admins at launch.

Preview

You can now verify email addresses while you import contacts. Spot invalid addresses before you email them, keep your lists clean from day one, and protect your sender reputation, all without a separate verification step.

Watch the walkthrough video

What's new

• Verify while you import: A new checkbox on the final step of Contact Import turns on email verification for the contacts you're importing.
• Track progress in Bulk Actions: After the import starts, follow the verification under Bulk Actions, where it shows as Processing and then Completed.

Why it matters

• Better deliverability: Find invalid email addresses before you send.
• Cleaner lists: Keep your contact list healthy from the moment contacts come in.
• One simple workflow: Import and verify in a single step, with less manual work.

How to use it

1. Go to Contacts > Import Contacts and set up your import as usual.
2. On the final step, check the email verification option.
3. Start the import.
4. Track the verification under Bulk Actions until it shows Completed.

Acting on the results

• Use the Email Verification Status filter on the Contacts page to find valid and invalid contacts.
• Create Smart Lists to manage valid and invalid contacts separately and decide what to do with each group.

Learn more: Email verification during contact import help article

What’s new?

You can now compare different paths within a workflow using the new A/B Test action. Split contacts evenly across 2–10 paths, choose what counts as a conversion, and set when the test ends. Once a winner is identified, send new contacts to that path or continue splitting evenly while reviewing the result.

Why this matters

Different messages and follow-up sequences can produce different outcomes. A/B Test lets you compare those variations within one workflow, measure each path against the same goal, and use the result to decide how future contacts should be routed.

How it works

Go to Automation > Workflows > Add action and select A/B Test. Name the test, then configure:

• Paths: Add 2–10 paths and build the actions you want to compare under each one. Contacts are split evenly across the paths.
• Winning criteria: Choose a goal such as email activity, appointment status, a contact tag, or payment received, then select the relevant emails, calendar, tag, or product. You can also use a custom condition based on contact or custom fields.
• Test length: End the test after a specified number of contacts enter, a number of goal completions, or a selected date and time.

Choose what happens after the test ends

• Send new contacts to the winning path: Future entrants follow the path with the highest conversion rate. Contacts already in a path finish their sequence.
• Keep splitting and show the result: Continue splitting contacts evenly while the winner is marked in Statistics.

Review performance

Open Statistics to view entrants, conversions, and conversion percentage for each path. Once you have enough data, click Declare winner to end the test early. The path with the highest conversion rate is selected as the winner.

Common use cases

• Consultation bookings: Compare a direct invitation against a benefits-led follow-up sequence.
• Email engagement: Compare messages using clicks on selected workflow emails.
• Lead qualification: Compare nurturing paths using a qualification tag or custom field condition.
• Payment conversion: Compare reminder sequences against completed payments.

Additional notes

• A/B Test is separate from the Split action. Its goal measures conversions; it does not determine which path a contact enters.
• With winner routing selected, the canvas displays a Winner badge and mutes the other paths.
• If paths tie, the first path is treated as the winner. Date-based tests use the account’s time zone.
• Reset test lets you run a new comparison. Saving after reset clears previous results, and returning contacts may take a different path.

SaaS agencies using Multi-Brand Management can now set up a dedicated notification email domain for each brand. System notification emails go out from that brand's own domain, so every brand keeps a consistent, professional identity in front of its customers.

Watch the walkthrough video

What's new

• A notification domain for each brand: Configure a separate notification email domain for each brand in your SaaS account, for up to two brands.
• Brand-specific sender identity: Notification emails reflect each brand's identity instead of a shared sender domain.
• Independent setup: Add a domain or subdomain for each brand and configure its DNS records, without affecting your other brands.
• One place to manage it all: The new Notification section shows each brand's notification domain and verification status, and flags brands that still need setup. Verify, update or remove each brand's domain independently.

Why it matters

• Consistent brand identity: Send notification emails from each brand's own domain.
• More customer trust: Give every brand a recognizable, professional sender.
• Simpler multi-brand management: Manage notification domains for all your brands from one screen.

How to use it

1. Go to Agency Settings > Email Services > Dedicated Domain and IP.
2. Open the Notification section.
3. Add a domain or subdomain for a brand and configure the required DNS records.
4. Verify the domain, then repeat for your other brand.

Good to know

• Available for agencies using Multi-Brand Management (SaaS).
• Brands without their own notification domain keep sending from the default brand's notification domain. To keep sender identities separate, set up a notification domain for every brand.

Learn more: Notification email domains help article

Get to your campaigns, templates and email results sooner. Email Marketing now has a fresh, consistent look across the screens you use every day, a faster start when you open your email tools, and a smoother experience while you create.

What's new

• A refreshed experience across Email Marketing: Create campaigns, manage templates, review email statistics and access settings in one consistent interface. The builder feels part of the same experience, with smoother drag-and-drop editing.
• Get into your email tools sooner: Spend less time waiting when you visit Email Marketing or open the builder. Your email tools load up to 7x faster on a first visit.
• Pick up where you left off faster: Coming back to edit another email? Your email tools reuse what's already loaded, so returning to Email Marketing and reopening the builder feels quicker.

What's refreshed

• Campaigns: Create and manage emails, with filters, sorting, and list or grid views.
• Templates: Find and reuse your saved designs, or start a new one.
• Statistics: Review overall email performance.
• Campaign details: Inspect the performance of a sent campaign.
• Settings: Access your email configuration.
• Email Builder: Design your email with integrated editing controls.

Why it matters

Less waiting between an idea and a finished email. Move from managing campaigns to reusing a template, creating an email and reviewing results, all in one consistent interface.

How to use it

1. Go to Marketing > Emails.
2. Explore Campaigns, Templates and Statistics.
3. Open Settings from the gear icon.
4. Create or open an email to use the refreshed builder.

Good to know

• The "up to 7x faster" figure compares the time needed to load the email tools themselves on a first visit. Each screen may also need to load your campaigns, templates or statistics.
• Actual waiting time varies with your connection, device and previous visits.

27th of October, 2026

Voice Intelligence: spend less time after calls, and more time on the next one

Every call ends with homework. Write the notes. Update the contact. Log how it went. Most of the time it doesn't get done, so details get lost, follow-ups slip, and nobody knows how the call really went.

Voice Intelligence does that homework for you, right after each recorded call.

• Stop writing call notes: Open any call and see what the contact wanted, what was agreed and what happens next.

• Pick up where anyone left off: When a teammate calls the contact next, they read the summary first. No one asks the customer to repeat themselves.

• Keep your contacts up to date: Names and emails mentioned on the call are ready to save. Check them and click save.

• Log every call the same way: The call outcome is already picked from your own list. You just confirm it.
• Coach without listening to hours of calls: Each call gets a score out of 10 and a tip on what to do better. See who needs help and with what.

---

You stay in charge. Nothing changes on a contact until you approve it.

Admins set it up once, and every call follows it:

• Summary: choose the sections your team wants to read, like next steps or objections, and their order.

• QA scorecard: score calls on what matters to you. Add, edit or remove categories to match your call script.

• Field suggestions: pick which contact fields to fill in, including your own custom fields.

• Call outcomes: suggestions come only from your own disposition list.

• Language: get results in the language your team works in.

• Turn off anything you don't need. You can change settings anytime, and they apply to calls from then on.

---

How to use

To start, turn on Voice Intelligence in Labs.

Then in Settings > Phone System > Voice > Call Recording & Transcription > Voice Intelligence, turn on Voice intelligence.

Call recording must be on.

It works on calls with Secure Automation numbers and skips voicemails and very short calls. No extra charge beyond your usual call transcription.

It's in Labs, so tell us what you think with the thumbs on each result.

---

What's coming next

• Never forget a follow-up: When you promise to call back or send something, a follow-up task is ready for you. Check it and save.
• Keep your pipeline moving: After a call, see which stage each of the contact's opportunities should move to. One click to update.
• Spot unhappy customers fast: Each call shows how the contact felt by the end. Find upset customers without listening to calls.
• See if your reps listen: See how much the rep talked and how much the contact talked on each call.
• See how your team is doing over time: Track QA scores by rep and by team, and find the calls that need a look.
• Scores you can trust: Every score comes with proof from the call. Reps also see what they did well, not only what to fix.
• Put your results to work: Use summaries and scores in your workflows, and send them to your other tools.
• Set up every sub-account at once: Agencies can copy Voice Intelligence settings to sub-accounts with snapshots.
• Take it with you: See call summaries and scores in the mobile app.
• Copy a transcript in one click: Paste the whole call into a note, an email or another tool.