A big week for Inbox and Phone, with a foundational upgrade to how conversations are shared across your team, a new on-hold timer for agents, and a wave of reliability fixes across workflows, email, and calling.

Inbox & Conversations

🚀 Per-user conversation state is here (rolling out). Inbox now tracks each person’s view of a conversation independently. Resolving a thread clears it from your view without removing it from teammates who still need to act — so shared inboxes stay accurate and nothing falls through the cracks.

📬 Clearing a conversation no longer resolves it for everyone. Previously, the first person to dismiss a shared thread made it disappear for all recipients. Now each person manages their own view, and the conversation stays visible for others until they’re done with it.

🔔 @mentioning a teammate now subscribes them to the conversation. When you @mention someone in a note, they’re automatically added as a subscriber — meaning replies and updates stay in their view until the conversation is resolved, not just the moment of the mention.

✉️ Internal team emails route more reliably. A legacy behavior that sent internal team-to-team emails to Unassigned has been reverted in preparation for subscriber logic, so those conversations now land where they should.

Phone & Calling

⏱️ On-hold timer and hold-time reporting (rolling out). When you put a caller on hold, a live timer now counts up so your team always knows how long someone has been waiting. Hold time is also captured in call metrics and available in a new on-hold report — helping managers review hold behavior and keep response standards on track.

🔄 Away status is unified across the app. The away toggle is now in one consistent place in the navigation and syncs with the mobile app’s available/away status for calls. Away-for-calls and away-for-calls-and-emails both surface the away badge in call transfers and the phone queue live status page, so your team’s availability is always accurate at a glance.

🧹 Transfer UI is cleaner on web. Call transfer screens now show only teammate names and remove unnecessary clutter, matching the streamlined experience already available in the mobile app.

📞 Calls from process contact cards now log correctly. Calls placed directly from a contact card inside a process were not appearing in process activity when using the “Relevant” tracking setting. This is now fixed so call history stays complete.

📊 Missed calls appear correctly in Phone Performance reports. Missed calls were being omitted from the Call Answer Rate report in some cases. The report is now more accurate, giving managers a reliable picture of call volume and answer rates.

Workflows & Processes

⚙️ Hard stop tasks can no longer be bypassed by automatic stage changes. In some cases, an automatic stage change would move a record forward even when an incomplete hard stop or wait task was blocking it. Workflows now respect these stops as intended, so your process guardrails hold.

✅ Merge tag field values now show as complete at the task level. When a user filled in a merge tag custom field and saved, the task view wasn’t reflecting the completed value — making it look like work was still outstanding. This is now fixed so task status is accurate.

🔄 Pipeline sharing copies stages consistently. When sharing a pipeline to another account or to the library, stages now copy reliably every time, removing the unpredictable behavior where some or all stages would be missing on the receiving end.

Email & Texting

✉️ Scheduled emails now send your edited version. If you modified an email template before scheduling it for a future send, the original unedited version was being sent instead. Edits are now saved and honored when the message goes out.

📝 Scheduled email and text tasks no longer send blank messages. Manually editing a template while scheduling a task was causing the content to be discarded, resulting in a blank message. This is resolved so your customized messages send as written.

📬 Inbound lead text notifications are more reliable. Some email notifications for incoming lead texts were not firing consistently. Notification delivery is now more dependable so your team doesn’t miss new lead activity.

🔗 Microsoft email attachment handling is more dependable. Failed attachment fetches from Microsoft-connected inboxes are now handled more gracefully, reducing errors for teams using Outlook or Microsoft 365 integrations.

🔌 Connecting a Jotform account via API key no longer returns a server error. Teams integrating Jotform with LeadSimple can now connect their account smoothly without hitting an error on the connection screen.

Lead Management

🏠 Leads import and assign correctly every time. In some cases, leads imported via spreadsheet with a specified assignee were being assigned to the account owner instead. Lead assignment now follows the spreadsheet values consistently.

📍 Lead assignment rules now support zip code as a condition (rolling out). Teams that manage leads by territory can now create assignment rules based on zip code, making it easier to route leads to the right agent automatically without relying on property groups as a workaround.

Stay tuned — more Inbox subscriber features and Phone reporting improvements are rolling out in the coming weeks.