Changelog: Workflows

The rules engine now supports custom schedules with weekday, time-range, timezone, and holiday-aware conditions.

Added support of extensions in return routing.

Build site and conversation rules using the site's 3rd Party Network Provider.

Set business-day response targets for escalation policies that account for partner hours, holidays, and time zones.

Route missed-SLA fallback emails according to partner settings.

Set escalation response targets in business days, using each partner’s hours, holidays, weekends, and time zone.

Automate confirmed spam cleanup with rules engine actions that remove conversations and block requester emails.

Automated conversation handling can now recover stalled AI responses before routing work to support.

Emergency workflow override for routing inbound calls during platform-wide incidents.

AI-written conversation messages in Rules, supporting public replies and internal notes.

Fixed-time escalation rules can target a specific weekday for clearer response expectations