Changelog

Enhanced Capabilities

Team availability and smarter call routing

Call groups now understand who's actually available. Set a workspace availability status and turn on per-call-group auto-away so a group is skipped when its members are off, with simultaneous-ring groups handled cleanly. Fewer calls ring phones nobody is going to answer.

Find it under Settings → Channels → Phone → Call groups.

Zoomable media viewer in the inbox

Images and videos in emails and messages now open in a full-screen viewer you can zoom and scroll to every edge, and wide-but-short inline images expand to fit instead of getting cropped.

Find it in any conversation in the Inbox.

Reservation payment status

Your PMS reservation payment status now flows into Conduit, so you can see whether a booking is paid, partially paid, or unpaid without switching tools.

Find it in the reservation's Booking Info panel.

Check-in form status

Conduit now surfaces whether a contact has completed their check-in form, so your team and agents know where each guest is in the arrival flow.

Find it in the reservation details.

Performance & Quality Improvements

• Translating a proposed reply works reliably again, in place while you edit.
• Translations now consistently honor the intended target language.
• Round-robin call rotation counts the newest assignments, rotates ties fairly, adds a weekend toggle, and shows shift times in the schedule's own timezone.
• Inbound emails match the recipient address case-insensitively, so mail with different capitalization still routes correctly.
• Connecting Airtable no longer trips rate limits while loading bases.
• Expedia: clearer errors when a send fails, the view is hidden when there's no connection, and empty unmapped-listing rows render correctly.
• Scheme-less links in emails and messages now open the right page instead of a broken URL.
• The Insights navigation entry shows for managers with dashboard access.
• Fixed the update-custom-fields panel crashing when opened.
• Inbox lists no longer jump when new items arrive while you're paging.

Major Features

Conduit mobile app

Take calls and get push notifications on your phone. The Conduit mobile app is here, so your team can answer guests and pick up routed calls without being at a desk. Your profile shows when the app is connected and when it was installed.

Find it under Settings → Profile.

Conflicting information escalations

Your AI now flags when your knowledge base contradicts itself, surfacing it as its own escalation type you can see, filter, route, and get notified on. Every agent gets a configurable "Conflicting info" rule on its Behavior settings so you decide how it is handled.

Find it under Inbox → Escalations.

Enhanced Capabilities

Smarter call group routing

Calls that ring out now reroute to the next available teammate, callers stay queued instead of being dropped when everyone is briefly busy, and repeat non-answerers are set to Away automatically. Call transcripts also show which teammates a call was routed to, separate from who actually joined.

Find it under Settings → Channels → Phone.

More flexible call transfers

Transfer outbound calls you started, not just inbound ones, and transfer to teammates marked Away. Type or paste an external number instead of tapping the keypad, and when an AI voice agent warm-transfers a call to you, see the original caller's name and number instead of the AI's line.

Missed calls in the ticket inbox

Missed calls now show a clear banner and status in the ticket inbox, failed AI-voice transfers automatically open a ticket so no caller who asked for a human slips through, and call types are simplified to Incoming, Outgoing, Missed, and Forwarded.

Find it under Ticket Inbox.

Trigger automations from guest portal activity

Workflows and agents can now fire when a guest interacts with a portal, like viewing an offer, checking out, or completing a purchase.

Send workflow messages to Microsoft Teams

Add a step to any workflow that posts a message to a Microsoft Teams channel, and connect multiple Teams channels each with their own notification settings.

Search and filter your knowledge base

Find text inside a knowledge article with a browser-style find bar, complete with match counts and next/previous shortcuts. Filter your wiki by listing, group, or unit to quickly see the articles tied to a specific property.

Find it under Knowledge Base → Wiki.

Richer Airbnb connections

Connected Airbnb accounts now show the host's name, email, and profile photo instead of a numeric ID. You can also opt in to sync Airbnb transaction and payout data, which is available through the API.

Find it under Settings → Connections → Airbnb.

Start a call by contact name

Begin a call by typing a contact's name, not just their number.

Find it under Phone → Make a call.

Faster message translation

Conversation translations are faster and now stream in progressively with a "Translating…" indicator instead of a long silent wait. Personal information is redacted before anything is translated.

Find it under Inbox.

Fixes & Quality

• Import variables from .env: Paste a whole .env file to import all your variables at once, with a live preview and masked values. Find it under Settings → Variables.
• One-click Mark as Done: Close a Follow Up conversation in a single click instead of the old two-step flow.
• Search by confirmation code: Find a guest conversation by typing its reservation confirmation code.
• AI agent stands out on dashboards: The AI Agent now shows in a distinct color across the manager dashboard charts.
• Clearer agent tool controls: Each tool group now has a three-dot menu with explicit toggle-all-on and toggle-all-off actions.
• Booking details on email tickets: Email tickets now show the guest's booking info in the sidebar.
• Update Krossbooking reservations: AI agents can update existing Krossbooking reservations, not just create new ones.
• Correct softphone transcript timestamps: Per-line timestamps now match the actual call length.
• Validated phone routing numbers: Fallback and forwarding numbers are checked so a mistyped number can't silently break call routing. Find it under Settings → Channels → Phone.
• See all integrations when connecting: The Add Connection dialog shows every provider regardless of your workspace type. Find it under Settings → Connections.
• Cleaning-status automations everywhere: Cleaning-status triggers now fire for all workspaces.
• Clearer workflow errors: A failed Send HTTP Request step now shows the specific field-level errors instead of a generic message.
• Readable outbound emails: Outbound email in the inbox is no longer black text on a dark bubble.
• Clean escalation alerts in Slack: Agent replies in Slack escalation alerts show clean text instead of raw HTML.
• WhatsApp sender numbers: Hovering the WhatsApp icon on an incoming message shows the number it came from.
• Accurate guest contacts on OTA bookings: Bookings with placeholder contact details no longer merge unrelated guests into one contact.
• Replies reach the right property: Booking.com replies at multi-property hotels now send from the correct property.
• Correct reservation statuses: Reservations that are closed or checked out now show as checked-out.
• Removed a misleading button: Dropped a legacy "Regenerate" button that produced replies not matching your live AI agent.
• Reply to helpdesk tickets: Helpdesk ticket replies now send instead of erroring.
• No more sidebar flash on load: The navigation sidebar renders correctly on first paint.

Major Features

Conduit Mobile App

The Conduit mobile app keeps your team connected on the go. Get push notifications for new messages, escalations, and note mentions, and place or answer calls on your workspace number right from your phone. Notifications deep-link straight to the conversation or note that needs you, show the workspace name so multi-workspace users always know where an alert came from, and summarize attachment-only messages instead of showing a blank line.

Currently in private beta, not yet on the App Store or Google Play. Reach out to your Conduit contact for early access.

In-Call Transfers

You can now hand off a live call without hanging up. Transfer to a teammate or an outside phone number, talk to them first with a warm transfer or send the caller straight through with a blind transfer. Transfers follow your call group setup so calls land with the right people.

Find it in the in-call controls while you are on a call.

Conversation Topics

Organize your conversation tags into a two-level hierarchy of topics and subtopics, then read CX scores broken down by topic to see which subjects make guests happy or unhappy. Group the inbox tag view by parent topic to keep dense tag lists readable.

Find it under Settings → Conversation Tags.

Enhanced Capabilities

Knowledge Base Sync Controls

Your knowledge sources now sync on their own, with full visibility. The Sources page shows each source's sync status, when it will refresh next, and a history of past syncs, with one-click resume for anything paused. Set a custom auto-sync cadence for property management sources, and link-based sources now auto-refresh too.

Find it under Knowledge → Wiki → Sources.

Larger Knowledge Uploads

Knowledge base uploads now handle larger files (PDFs up to 100 MB) and show a clear error when a file is too big or an unsupported type.

Find it under Knowledge → Wiki → Sources → Documents.

More Booking Details in the Inbox

The reservation sidebar now shows the listing's max guests, max pets, and minimum and maximum nights, plus the Opera confirmation number where it applies.

Find it in the inbox reservation sidebar.

Widget Returns to the Conversation List

After a few days of inactivity, or once a chat is resolved, the website chat widget now opens to the conversation list instead of resuming a stale thread, so returning visitors can easily start fresh.

Find it in the embedded website chat widget.

Remove a Default Phone Number

The phone number menu now has a Remove Default option, so you can clear a default line without having to promote another one first.

Find it under Settings → Channels → Phone.

Performance & Quality Improvements

• Failed sends now stay visible: A manual SMS or WhatsApp message that fails to send now stays in the thread marked as failed with the real reason, instead of silently disappearing.
• Clearer WhatsApp template errors: WhatsApp template messages with missing variables now fail fast with a clear, diagnosable error.
• Reply to LINE tickets: The ticket reply box now opens for LINE tickets.
• Email replies reach everyone: Replying to an email thread now addresses the last actual sender, with an editable To field and recomputed Cc, so recipients are no longer dropped.
• CC bounces no longer fail the email: A bounce on a CC or BCC address no longer marks the whole email as failed; the reason shows on hover.
• Re-verify email DNS anytime: Email domain settings always show a Verify DNS button so a domain cached as verified can re-sync.
• Booking.com replies thread correctly: On multi-property Booking.com accounts, replies now send from the matched property so they land in the right thread.
• SMS stays on the right number: SMS replies now stay on the active conversation's provider, with tooltips that match.
• Connect your own phone credentials: Bringing your own phone provider credentials now works for managed accounts that do not have a number yet.
• Active booking shown first: The inbox now surfaces the active reservation instead of a cancelled or expired one, with a quick way to switch.
• Big inboxes load reliably: Fixed crashes and silently-empty states on large workspaces, including errors when forwarding an email or replying to a new recipient.
• More reliable AI replies: Buffered AI answers can no longer be dropped in a race, so a reply surfaces consistently.
• AI reply cards show the work: Inbox AI reply cards now render the agent's tools and reasoning consistently.
• See all your skills: The agent Skills tab now has a Load more button so workspaces with many skills can view them all.
• Smoother scrolling in Safari: Restored the scroll fade on scrollable panels in Safari.

Major Features

Automatic Knowledge Sync

Knowledge sources now refresh on a schedule you control. Set a sync cadence per source, or update many sources at once, and Conduit keeps their content current without manual re-syncs.

Find it under Knowledge → Sources.

Enhanced Capabilities

Escalation Categories

AI escalations now carry a category, so you can see at a glance why a conversation was handed to your team and triage faster. The inbox also surfaces recent escalations on a conversation, not just the latest one.

Find it in the Inbox when a conversation is escalated.

Email Replies Quote the Original Message

Outgoing email replies now include the quoted message you're responding to, matching how every other email client threads a conversation.

Working-Hours Timezone Picker

You can now set the timezone for an agent's working hours directly, so after-hours behavior follows the right clock.

Find it under Knowledge → Agents → your agent → working hours.

Collapsible Custom Fields in the Inbox

Custom field sections in the inbox sidebar now collapse, so you can tuck away details you don't need and keep the sidebar tidy.

Find it in the Inbox conversation sidebar.

Performance & Quality Improvements

• Calling: In-app calls are steadier. Connections recover when a call's line drops, calls end cleanly when the last person hangs up, and tokens refresh automatically so the dialer stays connected.
• Inbox call button: The top-bar Call button now auto-fills the contact's phone number.
• Saved replies: The inbox picker now loads all saved replies, not just the first page.
• Conversation tags: Clicking a tag now jumps straight to the tagged message.
• Inbox notes: Closing a note returns you to the conversation's detail sidebar instead of dropping you back to the list.
• Ticket inbox: Contact-level notes that aren't tagged to a thread now show up in the ticket view.
• Country picker: Search now matches country names, aliases, and calling codes.
• Email forwards: Your typed note is preserved when forwarding emails that already contain quoted history.
• Booking.com: Duplicate inbound messages are no longer created when a message is re-delivered.
• Knowledge wiki: PMS folders no longer get flattened and scrambled at the wiki root.
• Workflow runs: "Go to conversation" now opens the inbox directly, with no brief flash of the old UI.
• Reporting: Automation-rate metrics are accurate across the dashboard, including older date ranges and copilot actions.
• Workflows: Escalation-triggered workflows can now reference the ticket the escalation belongs to.
• Listings: Streamline listings now capture max-pet limits, and listings removed in your PMS are pruned from Conduit.
• Resly: Inquiry messages now re-sync reliably.
• Hostaway: Conversations refresh right before the AI replies, so responses use the latest message.
• Marketplace: Empty category tabs are now hidden.

Major Features

Microsoft Teams Integration

Conduit now connects to Microsoft Teams. Your team can receive Conduit notifications and act on them directly inside Teams, the same way the Slack integration works, with a self-service app download in settings. Set it up from your workspace connection settings.

Ciirus Integration

Added Ciirus as a supported property management system. Workspaces on Ciirus can sync reservations, listings, and guest messages into Conduit.

Call Group Phone Routing

New per-team call routing distributes inbound calls across members with longest-idle and ring-all strategies, plus fallback numbers when no one is available. Larger teams get real control over who picks up.

Answer Calls Across Workspaces

Members who belong to more than one workspace can now answer incoming calls from any of them without switching first, with a clearer answer / switch-workspace call screen.

Enhanced Capabilities

Phone Number Aliases in Call Notifications

Incoming call notifications now show the phone line's alias, so when you run several numbers it's clear which one is ringing.

Member Presence

Set a teammate's status to active or away straight from the workspace members page to reflect who's actually available.

Reservation ID in Booking Info

The booking-info sidebar in the inbox now shows the reservation ID alongside the existing booking details.

Restore Previous Wiki Versions

The knowledge wiki version-history panel now has a restore button to roll an article back to an earlier version in one click.

Performance & Quality Improvements

• Escalations tab: Now shows "AI missing info" escalations, not just "AI needs your help"
• Post-call workflows: Post-call automations like SMS now reliably fire for first-time callers
• Email attachments: Emails with attachments no longer vanish when sending
• Instagram: Send failures now surface as a clear error in the inbox instead of silently disappearing
• Forwarded emails: Inline-forwarded emails now show the original sender
• Booking.com: Replies now reliably land in the Booking.com Extranet
• Guesty: Reservation cancellations are no longer dropped during sync
• Compose recipient: The email or number you pick when composing is now preserved, so replies go exactly where you chose
• Inbox attachments: Expired image and video attachments now repair themselves automatically
• Contacts page: No longer crashes when a listing custom attribute points to a removed listing
• Inbox icons: Now shows the correct PMS icon based on the connected integration
• Calls: Multi-agent calls now stay active until the last agent leaves
• Knowledge base: Large files from Google Drive now import without failing
• Insights: Removed broken escalation breakdown charts that only showed "No data"
• AI replies: Reply attribution now renders correctly in the inbox

Conduit V3 just went live, with smarter agents, a faster inbox, improved escalations, and Operator. This is the biggest release we have shipped: the whole product is now organized around agents, your agents are split into the ones that talk to your contacts and the ones that run your operations, and every agent has its own home. And Operator, our agentic copilot, is here to do the work you ask of it.

Agents

Your agents now come in two kinds, and the difference is simple. External agents are the ones your contacts talk to. They handle the people writing in, and each one is triggered by an inbox. Internal agents run your operations. They have no inbox, and you trigger them through the channels you set up or by asking Operator.

A page for every agent

Open any agent and you land on its own page. You can see how it has been running at a glance, tune how it behaves, set its personalization and guardrails, and connect it to Slack, all in one place. No more hunting through settings to find one agent's configuration.

Triggers, front and center

The agent sidebar is built around triggers now. External agents live under an inbox trigger. Internal agents live under channel triggers, with Slack available today and Phone, Email, WhatsApp, and Teams on the way.

A marketplace to start from

The new Marketplace gives you a library of ready-made agents and skills. Pick one, install it, and you start from a working setup instead of a blank page. Each one tells you what it needs before it goes live, so there are no surprises.

Inbox

Call straight from a conversation

You can now place a call right from a conversation in the inbox. An inbound text or email can become a live call without you ever leaving the thread.

A calmer way to handle calls

Inbound calls got a real cleanup. A ringing call shows a clear Answer card instead of a pill you might tap by accident, and the call widget collapses to a safe state so nobody joins a call by mistake. If you are marked Away, calls stop ringing you, so they only reach people who can actually pick up.

Less setup, more context

Phone fields default to your workspace's country and preferred number, so you stop re-picking the same sender every time. And the conversation list now shows the booking channel, reservation dates, and status inline, so you can read the state of a booking without opening it.

Escalations

The right issue gets to the right place

When you hand an escalation to Operator, it routes the issue where it belongs and turns down anything it cannot actually act on, instead of quietly doing the wrong thing. And conversations that need a follow-up get put back in the queue, so a contact who needs a second touch is not forgotten.

Operator

Operator is the copilot you talk to, and it does the work. Ask it a question and it answers. Ask it for a report and it builds one. Hand it a pile of work and it triages it. It lives in your sidebar, and you can reach it through Slack too.

Here is some of what Operator can do for you:

• Build a polished PDF report from your data, with charts included, ready to download and share.
• Export your analytics to a CSV you can open in a spreadsheet.
• Answer questions about your numbers and pull insights on demand.
• Add contacts and fill in their custom fields.
• Update your knowledge base, your agent instructions, and your guardrails.
• Set up workflows.
• Resolve escalations.

You describe what you need in plain language. Operator figures out the rest, shows its work, and hands you something you can use.

This week brings more channel integrations, WhatsApp template rotation for workflows, and a long list of reliability fixes across the platform.

Enhanced Capabilities

Slack Channel Integration

Your customers and teams already live in Slack. Now your AI agents do too.  Connect any Slack channel to Conduit and incoming messages are automatically routed to your inbox with full AI response support. Your agents can read, reply, and resolve conversations  in Slack channels just like they do across email, SMS, and WhatsApp. File attachments, sender identification, and routing rules all work out of the box. You can  also trigger workflows from Slack messages.

WhatsApp Template Rotation

Sending bulk WhatsApp messages at scale? Conduit now automatically rotates across your approved templates in scheduled workflows to avoid Meta rate limits and account flags. If a template or account gets paused, the schedule pauses automatically and resumes when the pause lifts.

Performance & Quality Improvements

AI & Conversations

• "Mark all as done"now only affects conversations in the inbox you're looking at, not  every inbox
• Notification badge no longer inflates from CC/BCC phantom contacts

Attachments & Files

• Downloads now preserve the original filename and extension
• Note attachments display correctly in the sidebar and conversation thread

AI & Messaging

• WhatsApp/SMS correctly prioritized over integration platform channels for OTA workspaces
• Calls connect more reliably when joining conferences

Platform

• Non-workspace members see a proper access denied page instead of a crash
• Tool run history loads smoothly on large workspaces (no more browser freezes)

We're excited to share this week's updates — featuring smarter agent scheduling, deeper PMS integrations, and a batch of quality improvements across the platform.

Enhanced Capabilities

Widget Customization & Call Transfers

Three improvements to give you more control over the widget experience. Each route option can now display its own custom post-form message, so users see confirmation text tailored to what they selected. Links inside the widget automatically append collected form data and UTM parameters — no manual URL building needed. And call transfers now show clear "Transfer Succeeded" or "Transfer Failed" status pills instead of a generic badge, so your team can see outcomes at a glance.

Faster New Conversation Flow

Starting a new conversation in the widget now takes you straight to the chat view with an instant greeting message, instead of showing a loading screen while things spin up.

Opera HMS Listing Enrichment

Opera-connected listings are now automatically enriched with room types, amenities, restaurants, attractions, transportation, and directions — giving your AI agents much richer context for answering property-specific questions.

Escalation Center Improvements

Filter escalations to just the last 24 hours for quick daily review. Escalations now appear in the All Topics view, chat type filtering works correctly, and the topic volume chart shows more data at a glance.

Live Automation Rate

The automation rate display now shows your current live rate instead of a rolling average, giving you a more accurate picture of how your AI is performing right now.

Smarter Agent Scheduling

Agent selection now uses a least-loaded algorithm — agents with fewer active bookings get priority instead of random assignment. Schedule boundaries are enforced so agents can't be booked outside their availability, and scheduled workflows now scan all contacts without a cap.

Multi-Select Workflow Filters

Workflow group conditions now support multi-select with contains/not-contains operators, letting you build more precise audience targeting. Manual workflow runs are capped at 100 contacts to prevent accidental mass actions.

Search Improvements

Booking request status now appears in search results with a "belongs to contact" field for better context. Availability results no longer count checkout dates as conflicts, and search now works correctly for workspaces with more than 100 listings.

Performance & Quality Improvements

• VRBO Messages: Eliminated duplicate message deliveries and fixed message body rendering for VRBO conversations.
• Guesty Custom Fields: Fixed a sync issue where rate-limited API calls were silently dropping custom field data on reservations.
• Outlook Emails: Sent emails no longer show empty body when the thread contains Outlook replies.
• Sent-by-Users Filter: The sidebar filter now correctly shows only human-sent messages, excluding AI and workflow-generated messages.
• Chart Rendering: Fixed overlapping fills on area charts and corrected event time bucketing.
• Schedule Timezones: Scheduled workflows now trigger at the correct local time regardless of timezone.
• Template Variables: Fixed broken WhatsApp and SMS template variables that were producing garbled output.
• Contact Name Fallback: Reservation data is now refetched when the webhook payload is missing the contact name.
• Booking Request Links: Action buttons on Hostaway booking requests now link directly to the reservation in your PMS dashboard.
• Onboarding: New workspaces now must select an industry type during setup, closing a bypass bug.
• Upgrade Fallback: When self-service upgrade fails, you now see a "Contact Sales" option instead of a dead end.

Major Features

Chat Widget Overhaul – Conversation History, Anonymous Mode, and Redesigned UI

The embeddable chat widget has been rebuilt from the ground up. Returning visitors now see their full conversation history — a scrollable list of past chats with a "New conversation" option to start fresh.

Two new identity modes give you more control over how guests interact:

• Identity passthrough : Pass user identity via window.ConduitSettings (email, phone) to skip the contact form entirely for logged-in users
• Anonymous mode : Enable form-free chat sessions when you don't need contact details upfront

The UI has been redesigned with modern message bubbles, timestamp grouping, brand icons, and scroll-aware headers. The widget also now correctly shows an escalation notice when AI is paused (replacing the old perpetual "thinking" spinner), and guests can send follow-up messages while AI is still processing.

Enhanced Capabilities

Knowledge Base Import Now Supports Listing Groups

When importing structured data (CSV or Notion databases) into the knowledge base, you can now map a column to Group Name or Group ID to scope rows to listing groups — not just individual listings. This makes bulk imports much more flexible for workspaces that organize properties into groups.

Insights Dashboard: Custom Attribute Charts

The insights dashboard now supports charting boolean and numeric custom attributes, giving you new ways to visualize your data beyond the built-in fields.

Booking Notifications Include Assignee Name

Email notifications for new bookings now include the name of the assigned team member, so you can see who's handling each reservation at a glance.

Batched Workflow Failure Notifications

When a workflow fails across multiple contacts, you now receive a single batched notification instead of individual alerts for each failure.

Inbox Search Preserves Relevance Order

Search results in the inbox now maintain their relevance ranking instead of being re-sorted by timestamp. The most relevant conversations appear first.

Performance & Quality Improvements

• AI greeting responses : AI on autopilot now correctly replies to initial greetings and farewells instead of suppressing them
• AI acknowledgment handling : The AI now distinguishes between a contact's first acknowledgment (which gets a reply) and repeated ones (which don't)
• Internal note handling : AI no longer sends responses when internal notes are added to a conversation
• Booking timezone accuracy : Fixed an issue where bookings could be created 1 hour off due to daylight saving time conversion
• Dashboard charts : Fixed an issue where dashboard charts rendered blank (axes visible, no data)
• Lodgify messages : Fixed duplicate messages appearing for Lodgify workspaces and resolved false "Unable to send" errors on delivered messages
• Label conditions : Labels with empty condition groups in an OR block no longer incorrectly match all contacts
• Booking.com reply routing : Replies to Booking.com messages now correctly route through the proxy address instead of exposing the team member's personal email
• Email rendering : Incoming emails with raw angle-bracket addresses no longer crash the message viewer
• AI workflow builder : Fixed a crash that occurred after selecting an inbox in the AI workflow builder
• Knowledge base sync : Notion sources with unsupported block types (e.g., embedded databases) no longer crash the sync — unsupported blocks are skipped gracefully
• Workflow listing group filter : Listing group filter nodes now check all groups a listing belongs to, not just the first one
• Multi-PMS listing sync : Manual listing sync now processes all connected integrations instead of only the first one
• MEWS listing import : Properties with 28+ room types no longer fail to import
• Voice agent deletion : Deleting voice agents no longer fails with "Not Found" errors
• Contact detail panel : Switching between contacts now properly resets the detail panel tabs
• Call insights export : The exported CSV for incoming/outgoing calls now matches the graphs on the insights page
• Booking search tool : Fixed checkout date and property ID issues in the availability search tool

Major Features

Slack Triage Buttons Mode – Route conversations with one click

Workflows now support a "Buttons Mode" for the Slack Triage step. Instead of relying on AI-driven responses, you can present configurable buttons that route conversations down different branches. Button labels and styles (green, red, gray) are fully customizable, giving teams a fast, manual-decision workflow right from Slack.

Enhanced Capabilities

Resolution Rate Metric

The Trends dashboard now shows a resolution rate metric when viewing an inbox type that has auto-mark-as-done enabled. See how effectively conversations are being resolved alongside the existing automation rate.

Dashboard Comparison Periods

Escalation volume trend charts and message volume explorers (incoming, outgoing, all) now support comparison periods — see how this week's numbers stack up against the previous period.

Gmail Re-authentication Banner

A global banner now appears when connected Gmail accounts need re-authentication, linking directly to email settings to reconnect. Hidden on mobile for a cleaner experience.

Inactive Listing Indicator

The booking sidebar now displays an "Inactive" badge on listings that aren't receiving AI responses, with a tooltip explaining why.

Phone Number Formatting

The outbound call modal now formats phone numbers with proper country codes and international formatting, with automatic country detection based on locale.

Simplified Voice Settings

The voice configuration page has been streamlined — a single voice picker now works for all languages, keeping the "Multilingual" option in the language dropdown.

SiteMinder Booking Channel Support

Reservations from SiteMinder are now recognized as a distinct booking channel with a proper icon in the inbox.

Workflow Run Details: Contact Info on Trigger Logs

The workflow trigger log now shows the contact's name and avatar when viewing run details, making it easier to trace which contact triggered a specific run.

Performance & Quality Improvements

Workflows

• Workflows now use the specific booking that triggered them instead of picking the most recent, fixing timing bugs on rapid bookings
• Send Webhook nodes now correctly resolve booking variables from trigger context instead of returning null
• Contacts are processed in batches to prevent failures on large schedules
• Index-based lookups replace full scans for custom attribute filtering — significantly faster on large contact lists
• Schedule Workflow dialog now shows true/false dropdowns for checkbox attributes instead of a broken text input
• New reservation workflows trigger correctly from Passthekeys message webhooks

AI & Conversations

• AI no longer marks a conversation as "done" when there are still pending messages in the buffer
• Conversations in follow-up no longer move to To Do early when the follow-up time is changed
• Inquiry-first Airbnb conversations now resolve correctly via thread ID fallback

Email

• Emails are blocked from sending when a contact has no email address, preventing silent failures
• Emails where a mobile signature appears before the actual content no longer lose the message body
• Incoming emails with a Reply-To header now use that address for contact creation instead of From

Integrations & PMS

• Lodgify sent messages no longer briefly show "Unable to send message" in the UI
• Manual listing sync now processes all integrations when a workspace has multiple PMS connections of the same type
• Airbnb alteration request comparison card now uses gross price for both current and proposed payouts
• Same-day departure reservations on platforms like Cloudbeds now correctly trigger workflows
• Guesty approve/decline/pre-approve operations now accept all 2xx responses instead of only 200
• Krossbooking listings with null addresses no longer fail to import silently
• "Last synced" timestamp now pulls from integration sync time instead of showing "Not found"
• Hostfully message bodies now display as plain text instead of raw HTML
• Streamline listings without IDs are filtered out before import instead of causing failures
• Mews PMS icon now renders correctly

Dashboard & UI

• Escalation center stat cards and list queries now show more accurate, real-time data
• Approving, editing, or rejecting AI responses from the inbox now updates the corresponding escalation record
• Widget session dropdown now shows all sessions for a contact instead of deduplicating
• Voice greeting configuration now appears for existing voice agents, not just new ones
• Team members can now assign conversations without needing the ViewContacts permission

Enhanced Capabilities

Receive All Booking Notifications

Team members can now opt in to receive notifications for all bookings across the workspace, not just ones assigned to them. A new "Receive all bookings" preference is available in notification settings.

Alteration Request Comparison View

When reviewing Airbnb alteration requests, the inbox now shows a side-by-side comparison table of the original vs. proposed booking details — making it easier to evaluate changes at a glance.

Phone Number Alias in Chat

The chat input now displays the phone number's friendly alias instead of the raw number, making it clearer which line you're sending from.

Funnel Transfer Condition

The value dashboard funnel builder now supports a "Transfer" condition type, letting you track handoffs in your funnel analysis.

Contact Fields in Workflow Variable Picker

Email, Phone, and WhatsApp fields are now available in the workflow variable picker for contact-related steps.

Mews Webhook URL Display

The Mews integration settings page now displays the webhook URL, so you can easily copy it during setup.

Performance & Quality Improvements

• Email delivery : Fixed an issue where emails could be sent to the wrong recipient when composing new messages
• Email rendering : Fixed emails not displaying when the message only contains HTML with no plain text body
• Email rendering : Fixed plain-text-only emails not rendering in the inbox
• AI labels : Fixed auto-labeling conditions not matching reservation statuses due to case sensitivity
• AI translation : Fixed translated responses not being used correctly in the escalation path for Copilot mode
• Airbnb sync : Fixed conversation webhooks overwriting check-in/check-out times on reservations
• Airbnb sync : Fixed webhook crashes when the conversation users array is missing
• Airbnb reservations : Fixed incorrect reservation selection on checkout day and for Airbnb Core bookings
• KrossBooking : Fixed "Booking Engine" channel incorrectly mapping to Booking.com instead of Direct
• Guesty messaging : Fixed message delivery status incorrectly showing as failed
• WhatsApp : Fixed voice call routing for voicemail and fallback scenarios
• Integrations : Fixed soft-deleted integrations not reactivating on reconnect
• Gmail : Fixed inability to remove Gmail accounts with expired authentication
• Escalation center : Dismissing escalations now updates instantly without waiting for a server round-trip
• Inbox permissions : Users can now view inbox members without needing the ManageInbox permission
• Booking notifications : Appointment notifications are now sent only to the assigned agent, not all workspace members
• AI tools : Added validation to check tool availability before execution, preventing errors from misconfigured tools
• SMS compliance : Fixed A2P campaign approval flag being set before verification is complete
• Error messages : Improved error messaging when SMS messages exceed size limits

Major Features

Opera HMS Integration – Sync Your Oracle Property Management Data

Connect your Oracle Opera HMS directly to Conduit. Reservations, guest data, and listings now sync automatically from your Opera property management system, keeping your AI agents informed with real-time property information.

Enhanced Capabilities

AI Response Ratings: New thumbs up/down buttons in the agent sidebar let you rate AI-generated responses. Your feedback helps improve AI quality over time.

Unlimited Airbnb Connections: Connect as many Airbnb accounts as you need. The previous workspace connection limit has been removed.

Facebook Messenger in Routing Rules: Route Messenger conversations using your existing routing rules. Facebook Messenger now appears as a channel option alongside SMS, email, and other channels.

Performance & Quality Improvements

AI Greetings : Fixed wrong time-of-day greetings (e.g., "Good morning" at 9 PM) by adding timezone context to AI responses.

AI Translations : Autopilot messages now translate correctly when sent automatically.

SMS Delivery : Invalid phone numbers and landlines now show helpful messages instead of generic failures.

Cloudbeds Links : Fixed "Open in PMS" link for Cloudbeds reservations.

Lodgify Messages : Fixed duplicate message handling from webhook retries.

Dashboard Charts : Fixed area charts showing incorrect stacked values.

Knowledge Modal : Dropdown now closes properly when selecting a group or listing.

Workflow Saves : Fixed "Delete on nonexistent document" error when saving workflows with custom code steps.

Major Features

Multi-PMS Support – Connect Multiple Property Management Systems

Workspaces can now connect multiple PMS instances simultaneously. This enables teams who use different PMS platforms across their portfolio to manage everything from a single Conduit workspace, no more switching between systems or maintaining separate configurations.

Widget Form Trigger – Automate Workflows on Form Submissions

New workflow trigger that fires when someone submits a form through your website widget. Create automated follow-up sequences, route leads to team members, or kick off custom workflows based on form submissions.

Instagram & Messenger Account Filtering – Filter Inbox by Connected Account

Workspaces with multiple Instagram or Messenger accounts can now filter their inbox by specific account. The connected channels sidebar shows all linked accounts with filtering options, making it easy to focus on conversations from a specific source.

MultipleBooking.comEmails – Process Messages from Multiple Addresses

Connect multiple Booking.com sender emails to a single workspace. Useful for teams with separate Booking.com accounts that need unified message handling.

Enhanced Capabilities

Escalation Center Performance

The escalation center now loads significantly faster for large date ranges. Queries that previously timed out now return in seconds.

Start from Scratch Agent Template

Both chat and voice agent creation now include a "Start from scratch" option as the first template choice. Build agents from a clean slate without inheriting any defaults.

Booking Request Inbox Filter

New "Booking Request" status filter in the inbox sidebar. Quickly find conversations associated with booking inquiries.

Confirmation Code in Sidebar

Reservation confirmation codes now display in the booking sidebar for quick reference.

Sublisting Count Column

The listings table now shows a sublisting count column for accounts with multiple units.

Follow-up "Tomorrow" Defaults to 8 AM

When scheduling a follow-up for "tomorrow," the time now defaults to 8 AM instead of the current time.

Performance & Quality Improvements

• Guesty attachments: Sent images and invoices now display correctly in the inbox.
• HTML message rendering: Style tags stripped to prevent layout issues.
• Agent injection workflows: Fixed workflows getting stuck when optional fields aren't extracted.
• Custom code output: JSON output now properly serialized in Python runtime.
• Workflow auto-save: Step configurations save automatically when clicking away.
• Auto-mark as done: Respects autopilot setting before resolving conversations.
• Airbnb workflows: Reservation triggers now fire correctly for Airbnb-only workspaces.
• Voice escalations: Transcripts and recordings now load in the escalation center.
• MCP server parsing: Fixed SSE response parsing for authenticated MCP servers.
• Contact email sync: Email channel nodes created regardless of Postmark configuration.
• Twilio errors: Landline validation errors handled gracefully.
• PMS messages: HTML body preserved for rich email content display.

Major Features

Mobile Call Bridge – Make Calls From Your Workspace Number Your team can now make outbound calls from their personal phones while displaying your workspace phone number as the caller ID. Call into the system from your mobile, enter the customer's number, and the call bridges through, perfect for on-the-go team members who need to reach customers without revealing personal numbers.

Multi-Workspace Billing Enterprise accounts can now manage multiple workspaces under a single billing order. Track usage across all your properties in one place, with clear visibility into how each workspace contributes to your overall credit consumption.

Faster Workflow Building Skip the wait. When you create a new workflow, you're dropped directly into the editor where you can start building immediately with AI assistance. Describe what you want to automate and watch it take shape in real-time, no more waiting for generation to complete before you can make changes.

Enhanced Capabilities

Topic Message Exclusion: Improve your conversation intelligence by removing misclassified messages from topics. When a message doesn't belong, exclude it and the system automatically adjusts to provide more accurate insights.

Guesty Channel-Specific Information: Your AI now knows the difference between your Airbnb cancellation policy and your VRBO cancellation policy. Listings imported from Guesty include per-channel details, so customers get accurate answers regardless of which platform they booked through.

Contact-Level Labels: Labels now follow your customers across all their interactions. When a repeat customer returns, their labels (VIP, High Maintenance, etc.) automatically appear—no need to re-label each transaction.

Audio Settings Remember Your Preferences: Your phone microphone and speaker selections are now saved. Start a new session and your preferred audio devices are already configured.

Channel Filters: Quickly focus on customers from specific platforms. Filter your inbox by Airbnb, VRBO, Direct, and more.

Mark as Done from Follow-Up: Clear follow-up items faster. Conversations in follow-up status now show a "Mark as done" button right in the chat window.

Performance & Quality Improvements

• Initial OTA Message Handling - Fixed
• Past-Due Payment Messaging - Fixed
• Auto-Label Inbox Matching - Fixed
• Mobile Call Bridge Speed - Improved
• Email Formatting Preservation - Fixed

We're excited to share the latest improvements to Conduit AI, featuring key fixes and performance enhancements that make your AI agents more reliable and your workflows smoother.

Performance & Quality Improvements

• Topic Discovery Performance : Significantly optimized query performance for faster page loads, ensuring you can explore conversation patterns and insights without delay.
• Reservation Accuracy : Enhanced AI logic now correctly identifies which specific reservation a guest is referring to when they have multiple bookings, eliminating confusion and improving response accuracy.
• Notion Auto-Sync : Resolved issue where the 24-hour automatic Notion sync wasn't updating, ensuring your knowledge base stays current with the latest information.
• Gap Night Upsells : Fixed pre-stay gap night offers to prevent triggering for past dates on same-day bookings, ensuring upsell logic remains accurate and timely.
• Mobile Call Answering : Conference calls can now be answered on mobile devices—previously unresponsive button is now fully functional.
• Inbox Notes on Mobile : Send button now visible on mobile Safari when composing notes, restoring full functionality on iOS devices.
• Email Display Fix : Emails with fixed-width templates (like Plum Guide) now display correctly without content cutoff.
• Slack Webhook Security : Added signature verification for incoming Slack webhooks, strengthening integration security and preventing unauthorized access.

Major Features

Topics Explorer – Automatic Conversation Intelligence

Gain unprecedented visibility into your customer conversations. Conduit AI now automatically organizes every conversation into Topics and Subtopics, revealing patterns and insights that were previously invisible. See exactly what's driving support volume, identify quality issues before they escalate, and understand your customers at a depth manual analysis could never achieve. No more guessing—just clear, actionable intelligence from thousands of conversations.

Agentic Sidebar – AI-Powered Agent Editing

Building and editing AI agents just got dramatically simpler. You can now modify workflows, chat agents, and voice agents through natural conversation with AI—no more digging through complex prompts or navigating node-by-node through large workflows. Just describe what you want to change, and the AI handles the technical implementation.

Escalation Center

Take control of your AI agent performance with our new Escalation Center. Review and resolve conversations escalated from both chat and voice agents directly within the AI Agent Hub. Voice escalations (newly added) help you quickly identify knowledge gaps, prompting issues, and tool configuration needs in your voice agents, making continuous improvement straightforward and actionable.

Enhanced Capabilities

Multi-Lingual Custom Voices

Your voice agents can now use cloned voices or ElevenLabs community voices across all supported languages, enabling truly personalized guest experiences in any language.

Call Forwarding Confirmation

Added confirmation screens for forwarded calls to prevent issues with Apple call screening and Do Not Disturb settings. Recipients must press "1" to accept the forwarded call, ensuring calls reach live team members instead of dropping to voicemail.

Agent Permissions

Administrators now have granular control over workspace member access. Set specific permissions to determine who can view the agents page and manage chat and voice agents, giving you better security and team management.

Performance & Quality Improvements

• Chat Performance Enhancement: Resolved lag issues in long conversations reported by customers. The chat input now maintains smooth performance regardless of conversation length.
• Listing Group Variables: Workflows can now include listing group names in messages, enabling more natural guest communication. For example, say "Enjoy your stay at Hilton Miami" instead of referencing individual room numbers.
• Improved Tool Error Handling: Enhanced logging provides detailed visibility into tool failures, making troubleshooting faster and more effective.
• Billing Infrastructure: Moved to an entitlements-based system with Salesbricks integration for streamlined billing management.
• Organization Chart Exports: Easily export organizational structure data for reporting and analysis.

This week marked the end of our Winter 2025 Advent Calendar. We have officially unboxed all 10 days, releasing a powerful suite of functionalities designed to transform how you work.

Here is a recap of the final 5 game-changing features we released to wrap up the event:

• End-to-End Workflows: Your AI agents now manage the relationship from start to finish. If a customer doesn't respond or plans change, the system adapts, follows up, and reroutes to ensure nothing falls through the cracks.
• Escalation Center: A dedicated center for managing critical issues.
• Agentic Sidebar: Stop hunting through settings—just talk to your sidebar. You can ask questions in plain English or describe what you want, and the system will answer you or build the workflow for you.
• Scheduled Workflows: Run processes at scale without the stress. You can now break workflows into manageable batches that run automatically over time, allowing you to control credit usage and execution speed.
• Topics Explorer : AI now automatically organizes every customer conversation into Topics and Subtopics, letting you see exactly what is driving support volume and identify quality issues at a glance.

To have a full recap of the release and learn more about each new functionality, visit your dedicated launch week page.

This week marked the launch of our Winter 2025 Advent Calendar edition. During 10 days, we will release 10 great functionalities. If you are not yet a member of our mailing list, this is a great opportunity to join.

Mid-Advent calendar pit stop, here is a recap of the 5 game-changing features we released:

• Workflows Integrations : Connect your favorite platforms and watch as information flows automatically both ways. You were able to connect Notion; you are now able to connect even more tools.
• Instagram DM in your inbox : Your unified inbox now includes Instagram. Because when a potential customer slides into your DMs with a question or a booking inquiry, you need to be ready, not scrambling between apps.
• Agent Packs : Pre-built templates for the most common use cases, created by your peers and industry experts. No more staring at an empty workflow wondering where to begin.
• Workspaces & Organizations: One control center that sits above all your workspaces. Manage multiple brands, teams, and members from a single view.
• Value Attribution: We are moving beyond blind guesses. You can now tie a specific monetary value to your automation. By using your own key levers, Conduit now calculates the actual money your AI agents are saving the business.

To have a full recap of the release and learn more about each new functionality, check the following link.

Here are the main things that we worked on this week:

• Shopify : Implemented orders/create and orders/updated triggers post-app approval, enabling real-time email notifications for new orders and updates. Merchants now receive automated confirmations, status changes, and fulfillment alerts directly via integrated email workflows.
• Google Drive: Expanded Google Sheets integration with multi‑page (multi‑sheet/tab) support, allowing the agent to query, write, and update data across several sheets within the same document for richer reporting and automations.
• WebHook: Webhook triggers now buffer the last 10 received events, so the agent can safely process recent activity without needing a live listener connected at all times. This reduces the risk of missed events and simplifies integration.
• UX improvement: Refined the workspace selection flow in Org Insights and the UI for importing knowledge into multiple listings, making navigation and configuration much faster. These UX updates reduce time spent managing workspaces and content, so teams can focus more on analysis and less on setup.

Dashboard Updates and AI Tools

We’ve added new Dashboards and workflow tools to track analytics about your humans and AI.

Under Overview, Sent messages breakdown shows messages sent by users, AI, or workflows. You can compare messages sent over time and see the effectiveness of your team and AI.

We want to help you ensure every customer has a positive experience. With our new Dashboard Positive conversation rate by user , you can compare results across your team and AI, spot gaps where your team falls short, and take action so your customers are taken care of.

Not only have we been making it easier to track your AI, but we’ve improved the way your team can manage your AI.

Tools are now in a separate tab, so you can stay organized and have visibility on the tools and capabilities your agent has. Our new workflow node allows you to leave a note and alert your team to follow up after a workflow is complete, ensuring the right people are notified when your AI takes action.

Improvements to Listing, Filtering, Sources

We've made improvements to Conduit to provide better responses to guests and strengthen organization within the platform. These improvements will not only support our hospitality users, but all our customers in making our agents more powerful.

``• Listing Tool: The Listing availability tool can accurately provide alternative listings at the day level. This is a backend improvement that will help your AI respond to customer requests.
• Listing Knowledge Filtering: In your Listing Knowledge Base, you can now filter knowledge based on what inbox the information applies to. You will be able to improve your organization in your Knowledge Base and know exactly what listing information applies to each inbox.
• Sources: UX improvements and bug fixes for uploading external sources and connecting channels.

Suggestions, Sources, Tests

We've improved how you teach and train your AI agent.

Your AI shouldn’t be static. It should learn from real conversations, adapt to new knowledge, and give you clear ways to test and guide its behavior. This week’s updates make Conduits more self-improving and transparent, while keeping you fully in control:

• Suggestions: AI surfaces edits to your knowledge base straight from chat history.
• Sources Management: A redesigned Sources Hub with Notion, Google Drive, and more, plus flexible syncing, exporting, and importing.
• Tests: Run bulk test suites and test runs to measure and improve quality before updates go live.
• Workflow Templates & Executions: Ready-to-use templates and full visibility into execution.

Conduits keeps evolving - not by replacing your work, but by working alongside you, learning and improving every step of the way.

Voice AI

Voice belongs inside the same system that already powers your conversations.

Most voice AI offerings ask you to build something entirely separate - new agent, new infrastructure, new interface.

But with Conduit, there’s no second system. You’re not starting over. You’re just giving your existing AI agent the ability to speak.

It can handle everything from outbound sales calls to fielding inbound support requests. It can hold a conversation, ask follow-ups, escalate when needed, and do it all without leaving your existing workflow. It’s a natural extension of your AI, fully integrated into how you already work.

Conduit VoiceAI. Try demo here. Available by request.

Salesforce Integration

We’ve launched a Salesforce integration (available by request) to bring real-time conversational data into your CRM.

With this integration, you can:

• Sync contacts both ways
• Pull key insights from conversations directly into Salesforce
• Automatically update fields based on what’s said in live chats
• Trigger Salesforce workflows from customer questions or behavior
• Enrich and maintain contact records using conversation-level context

Built for both sales and support teams, this is a smarter way to keep your CRM clean, updated, and connected to what your customers are actually saying.

Available by request.

Sandbox 2.0

We believe building your AI agent should feel like onboarding a new team member. You talk to them. Share how things work. Give feedback. Make updates as you go.

Last month we released TeachAI in the inbox. Today, we are releasing Sandbox 2.0, a dedicated space for you to collaborate with your AI agent so that it improves itself.

• Chat with your agent to ask what it knows, spot gaps, or refine procedures.
• Say what you want changed—the agent finds the right place, proposes the update, and waits for your approval.
• Works across general knowledge, guardrails, and behavior rules.

This is really powerful because instead of worrying about what goes where or did you do this correctly, your AI will do that heavy lifting for you. It will guide you and decide where the update belongs and suggest the change for you to approve.

Available now as part of Summer Launch Week.

Blue Text Added

We’ve added support for iMessage to our SMS messaging channel.

When you message an iPhone number, we’ll automatically use iMessage when available. That means better deliverability, faster message speed, and a more native experience for your customers.

iMessage and SMS now live side-by-side in your inbox — no setup required.

Build Workflows in Natural Language

Building workflows just got way easier. Introducing a natural language interface that turns your plain-English requests into automated workflows—no code or setup required. Just type what you'd like to automate and go. Now you can describe what you want your workflow to do in plain English, and our AI will generate the entire workflow for you.

No more starting from scratch or trying to figure out complex logic flows. Just tell us "I want to send a follow-up message 2 hours after check-in" and we'll build it for you.

Advanced Workflow Tools & Variables

We've added several powerful new workflow capabilities:

• Extract Info Node: Pull specific information from guest messages and turn them into variables you can use throughout your workflows
• Smart URL Variables: HTTP request nodes now support smart variables in URLs, making API integrations much more flexible
• Recent Messages Variable: Access the conversation history as a variable in your workflows
• Message Buffer Variables: Use the actual message content as variables in your workflow logic
• New Contact Trigger: Automatically kick off workflows when new contacts are created

** Improvements**

• Smarter Phone Agent Logic: Phone agents now properly end calls when guests hang up, and you can configure how many callback attempts to make for missed calls
• Day-Level Availability Checking: The listing availability tool now works at the day level instead of just booking periods, giving guests more accurate availability information even when minimum night stays apply
• Better Phone Number Parsing: We've improved how the system handles and formats phone numbers across different regions and formats
• Auto-Generated Descriptions: When you create conversation tags, labels, or saved replies, we'll automatically generate helpful descriptions based on the title to keep your team organized
• Enhanced AI Tracing: Better monitoring and evaluation of AI responses with improved Langfuse integration, making it easier to track performance and train your agents
• Structured Knowledge Inbox Filtering: You can now scope your structured knowledge fields by both listing and inbox type, giving you more precise control over what information your AI agents access Most of these improvements happen behind the scenes, but they add up to a much smoother experience for both you and your guests. Questions about any of these updates? Just reach out to our team.