Product Updates - October 1st, 2025

Create multiple L2A/duplicate matching configurations in the same workspace and use them in the same rule, separate paths, or different routers. This allows teams to tailor matching logic by journey (prospect vs. post-sale) or stack fallbacks (CP default → SFDC duplicate rules) without requiring separate workspaces.

Example

All-in-one workspace: keep the default Open Opportunity matching to route prospects with active opportunities to the Account Executives. Add a custom Closed Won matching rule that returns the most recent CW opportunity. If no open opportunity matches, fall back to Closed Won and route to Account Managers or Customer Success Managers. Use a tiebreaker (e.g., the latest Close Date) to select the correct Closed Won opportunity. Result: pre-sales goes to Sales, existing customers go straight to Post-Sales, no extra workspaces.

AI-powered email spam scoring with strict (binary) and weighted checks; configurable thresholds; optional write-back of score; dedicated logs. This keeps calendars clean, reduces no-shows, and saves rep time by blocking low-quality or fake bookings before they are distributed.

Beta release end date: Oct 10th

Example

Disqualify disposable/role-based emails ≥ threshold; send suspected spam to a fallback distribution or redirect back to form without exposing that they were flagged.

The CRM Logs tab displays every CRM action (create/update records, events, and field writes), and now supports auto-retries when a third party creates the record later, as well as manual retries for errors. This improves traceability and recovery when CRM records aren’t ready at booking time, resulting in fewer silent failures and faster troubleshooting.

Example

Lead is created after the booking; auto-retry subsequently creates the Event and updates fields without CSM intervention. If permissions cause a failure, an admin triggers a manual retry from Logs.

Define any meeting length, not just presets. This Aligns scheduling to true needs (e.g., 12-minute consults, 45-minute demos), improving utilization and guest fit.

If no known assignees, hide all profile images; if at least one is known, show that image plus a “+N” indicator for unknowns. This sets correct expectations and keeps the page clean when flexible distributions are in play.

When no known assignees - don’t show any profile images (e.g., all distributions are flexible)

When at least one known assignee shows their profile image + a circle +N for the number of unknown assignees

You now have the option to send single-use round robin links! This gives customers more control of the links they send without them being booked multiple times

Example

You are sending a booking link for the next call, which is a group call with an Account Executive and a Sales Engineer. For this call, you want to send a single-use link so that you can control the subsequent calls booked and who is attending, rather than a customer using the same link again.

The Assign to Node feature can now be used anywhere in a Journey (not just after a meeting or live chat). Assign by prior owner, individual, or distribution. More flexible conversation flows route to the right person or team at any step, based on the evolving context.

Example

If a user opts into looking for support documentation, you can immediately assign it to the Support distribution without needing a prior Live Chat/Meeting event.

Set office hours at the bot level and control when specific Journeys trigger: always, during office hours only, or outside office hours only. Enhances visitor experience and conversion by presenting the most effective CTA (live chat vs. straight-to-booking) at the optimal time.

Example

Weekdays 9–5 show Live Chat first for qualified visitors; evenings/weekends send qualified users straight to self-serve booking to avoid wait times.