Need to plan ahead or time your messages just right? You can now schedule messages to be sent at a later date and time, perfect for staying organized and keeping communication flowing, even when you're not at your desk.

You can only schedule messages on Web, however you can view scheduled messages and their details on Mobile.

Whether you're prepping for a busy week or just want to hit "send" at the perfect moment, Scheduled Messages has you covered.

Set it.

Forget it.

Deliver impact right on time.

We’re excited to introduce a new enhancement to the call tree experience...Voicemail Routing!

Dealers can now configure a branch of their call tree to route directly to voicemail, giving customers a smoother experience and ensuring no call goes unanswered.

Whether you're streamlining after hours support or creating a dedicated message line, this new option adds flexibility and control to your call handling.

Never miss a message again. You can stay connected even when you're offline.

Your support doesn’t sleep, even when you do.

Now, when customers message you after business hours via text, WhatsApp, or your website widget, they’ll get an instant, automated response, just like they would with a phone call.

Heads up:

This feature is off by default. You’ll need to enable it in settings.

It only triggers when there’s no active ring schedule, or the schedule isn’t marked as Business Hours.

Turn it on and let your after-hours game shine!

We’re launching a new feature to support communication. Help Me Write is now available in the chat box within a ticket. This AI-powered tool helps advisors quickly draft responses, saving time and improving clarity.

This feature is controlled by an individual feature flag and must be enabled at the advisor level.

To turn it on:

Go to the advisor’s User Profile

Toggle the Help Me Write option

- The feature is off by default and must be activated per advisor.

We’ve heard your feedback, and we’re excited to announce a new update that makes it easier to view an advisor's call preferences. This can be found on the manage tab under the advisor section.

Heads up! While you can now view call preferences more easily, updates must still be made in the advisor’s profile settings.

A new box was added called Record Only Known Work Order Statuses to Ticket.

When checked, ticket activity will only show for a work order status created in the templates set up of work order notifications.

You can now select your default team to populate in Service Center automatically.

This integration is disabled by default. We recommend enabling once your machine monitoring team has onboarded to ExpertConnect.

We’ve made a small change to the stats display. You’ll now see a timestamp under the stats showing when they were last updated.

and can now see more than just their own calls!

Previously, the Calls page only showed calls from teams you were part of. Now, just like the Tickets page, you can switch between:

My Calls – calls you're directly involved in

Team Calls – calls from your teams

All Calls – every call across the organization

This makes it easier to stay informed and support your teams more effectively.

In team settings, there is a new toggle to change the logic behind call transferring.

If disabled - a transferred call reassigns to the new advisor but stays assigned to the team the call originated from.

If enabled - the transferred call reassigns to the advisor and the advisor's default team.