August 2026
August was launch month. Many of you brought student-facing help desks live for the first time, so most of the work went into what your students experience in webchat, and into making launches easier.
August 12
Find any value when you build a segment
Typing into a segment filter now searches every value on your records instead of only the first 25. If a value exists, you can find it.
Large knowledge bases load faster
A knowledge base with hundreds of assets now opens quickly instead of stalling, and searching it is faster too.
Mission goals can use any property, with more ways to match
Goals used to offer a narrow set of choices. They now use the same properties and the same match options you already have when building a segment, so you can define a goal as precisely as you can define an audience.
Drafted missions no longer look finished
A mission you set up but never launched used to show as finished, which made it easy to think it had already run. Drafts now stay drafts.
Keep your webchat button visible for returning visitors
The “Ask a question” launcher used to disappear for anyone who had recently chatted with you. You can now choose to keep it visible, with your own wording beside it, so returning visitors always have a way back in.
August 11
See the whole field name when you map data
Long field names in your import and export mapping were cut off, so different fields looked identical. Hover over one to see its full name and confirm what it is mapped to.
August 10
Webchat answers appear as they are written
Replies now arrive a few words at a time instead of all at once after a pause. Your students watch an answer take shape, and can see what the agent is working on, rather than waiting on a spinner.
August 7
See which task produced each message and result
Activity and messages now link back to the task that created them, including email opens and clicks. You can see exactly what a task sent and what came back.
July 2026
July was the pre-term build. You were assembling audiences and setting up call routing for the fall, so the work concentrated on more expressive segmentation, phone routing that matches how your offices actually work, and accessibility.
July 31
Suggested opt-out filters, and search on your segment list
The segment editor now suggests the opt-out filters you are most likely to want, and you can search your segment list by name instead of scrolling it.
July 29
Transfer callers to a department extension, and to more than one place
Phone agents could only transfer to one destination, and could not reach anything behind an extension. You can now set up several destinations, each with its own number and extension, and the agent dials the extension for the caller. You choose whether the handoff is warm or cold. Your working hours still apply, and outside them the agent falls back to email.
July 27
Webchat tells visitors when it is picking up an earlier conversation
It is now clear to a visitor when webchat is continuing a previous conversation rather than starting fresh.
July 24
Webchat works with screen readers and keyboard navigation
Keyboard navigation now stays inside the chat window where it belongs, and screen readers announce new messages as they arrive. This matters if you are working to a state accessibility standard.
Duplicate links are blocked in your knowledge base
Adding a page that is already in your knowledge base is now caught as you upload it, so you stop collecting the same content twice.
July 23
Build segments with OR
Segment filters could only be joined with AND, so a student had to match every condition. Filters now sit in groups: conditions inside a group share one operator, and you can add more groups and choose AND or OR between them. So you can finally build something like “Business majors OR 2026 admits with a high GPA.” This was one of your most requested changes.
July 22
Escalation email now comes from your agent’s own address
When your agent escalates something to your team, the email now comes from that agent’s own inbound address. Replies land back with the right agent instead of going astray.
Opt-out changes appear on the timeline and in your next export
When a student’s opt-out status changes you can see it on their timeline. The change also brings them into your next export, even if nothing else about them has changed.
Message history opens newest first
Viewing all SMS or all email now shows the most recent first, so the conversation you are looking for is at the top.
Turn images off for a specific kind of email
You can now switch all images on or off for a particular type of email your agent sends, which helps when you have a lot of media and want a lighter message.
July 20
Text students in Canada and Puerto Rico
Your agents can now text Canadian and Puerto Rico numbers, alongside the US and India.
July 14
Save your edits to a staff interview before you publish
You can save changes to a staff interview without creating the knowledge item yet. Versions are kept and colleagues at your institution can see them, so you can draft together and publish when it is ready.
July 8
Expand webchat automatically on mobile
If you would rather the chat window open as the page loads than sit collapsed, you can add one attribute to the webchat code on your site. Most useful on mobile, where a collapsed button is easy to miss. Ask us and we will send you the snippet.
Rename your own webchat, and get lead source in exports
You can change the name your students see on webchat yourself, without asking us. Lead source is now available in your exports too, so you can tell whether a student first arrived by phone, email, or chat.
June 2026
June was about the new cycle. You were refreshing student populations and integrations for the year ahead, so the work went into how your email presents, where your calls go, and how far your agent can reach into your own CRM.
June 24
Search students by full name
Search on the Constituents tab now matches a full name, not just a first or last name. Windows like Email Trainer and Cancel Task scroll properly now too, so nothing is cut off on a smaller screen.
June 22
Fill in a newly mapped Salesforce field across every record
Imports only pull records that changed since last time, so mapping a new Salesforce field used to leave your existing records empty for it. The new Re-import All Records button pulls every record and fills that field in across your whole database. Keep using Run Import Now for day-to-day syncing, and this for the occasional full refresh.
Keep past leads in place
You used to have to delete existing student records before you could bring in new ones. Now you don’t. Historical engagement and analytics stay intact, and you can change who you’re targeting without clearing out what came before.
June 1
Send callers to the right person, on your hours
You can set up call transfer numbers and escalation email addresses yourself. Create a destination with instructions, an escalation email and your working hours, then attach it where you want it used. It covers calls your agent makes and calls it receives.
Send email from your office rather than an individual
You can set the sender name for each kind of email your agent sends. Every email used to go out under one name for your whole account, which often made a message look like it came from a single recruiter rather than from the Office of Admission. Leave it blank to keep things as they are.
