A big week for phone-heavy teams and larger accounts: a live view of your call queues, a new conversion report, shared email templates, and people-pickers that finally scale. We also tightened up Autopilot lease renewals and a handful of Inbox and integration fixes.

New and rolling out

  • 📞 A new live queue monitor gives managers a real-time view of how many calls are waiting in each queue and which agents are on calls versus available — so you can pull people back onto the phones the moment calls start stacking up. Requires a Phone plan.
  • 📊 A new conversion & timing report shows how leads move between individual stages over time, plus time-in-stage and time-to-close, broken out by agent — making it easier to track weekly conversion trends and coach your team.
  • ✉️ Shared email template library lets you keep templates in one place and use them across Pipelines, Processes, and globally, so large teams stop duplicating the same template and keep everything in sync.
  • 🧭 Better tools for large accounts: user pickers for mentions and reassignments can be scoped by department or market with type-ahead search, and email boxes and phone numbers can be grouped — so finding the right person or number is quick even with hundreds of users.

Phone & Calling

  • 🧑‍💼 When a call rings in, agents now see the matched contact right on the incoming call screen with click-through to their profile — so your team answers already knowing who’s calling instead of looking them up mid-call.
  • ⏰ Business hours can now be set per phone number, so multi-office and multi-time-zone teams get the right after-hours behavior on each line.
  • 📱 You can now call or text people who aren’t contacts yet — vendors, prospects, and referrals — without creating a record first.
  • 🔔 Call and text notifications now reach you in the main app rather than only when the phone page is open, and we shored up Android push delivery so alerts are more dependable.
  • ⚙️ Agents are less likely to get stuck in a busy status after a call ends, so they return to the queue reliably.

Inbox, Email & Texting

  • 📬 Shared mailbox syncing is more reliable, so connected mailboxes bring in messages more consistently.
  • 🧾 When texting from a contact profile, the recipient’s name now auto-populates in the “To:” field, making it clearer who you’re messaging.
  • 💬 Sent texts are less likely to appear duplicated in the conversation view.

Workflows & Automation

  • 🔄 Autopilot lease renewals are more dependable. We fixed cases where renewals were silently skipped — including AppFolio leases whose end dates weren’t refreshing and units that already had an open renewal — so eligible units are far less likely to be missed on their trigger day. This also covers Propertyware-driven renewals.
  • 🏠 Property-scoped Autopilot rules are back, so teams managing commercial and single-family portfolios can automate at the property level again instead of unit-by-unit.
  • ✅ Conditional tasks are no longer skipped when Auto-Change Stage is on, so balance-based steps in delinquency and similar Processes run as configured.
  • 🗓️ The move-in date in the tenant move-in Process stays accurate for AppFolio accounts instead of showing a stale value.
  • 🤖 Our AI text agent now retries transient failures and rolls back cleanly when a provider sync doesn’t complete, keeping settings and behavior in sync.

Integrations & API

  • 🏠 Owner leads in CRM Pipelines can now become AppFolio owners as they move through your stages, streamlining owner conversion and onboarding.
  • 🔗 Outgoing webhooks now follow redirects, so deliveries to Zapier and other endpoints succeed more often.
  • ⚡ We also improved handling so lead creation is less likely to time out, keeping new leads and their contacts saving reliably.