Changelog: Workflows

Fixed crash in Rules UI when adding a condition to a rule, which was causing a "Something went wrong" error related to conditional support policies.

Fixed behavior rule condition that incorrectly evaluated Site/Label/Name is not one of X as false when no site was associated with the conversation, which was preventing some conversations from triggering Twilio routing.

Time-Based Email Routing (per partner)

• New conversations created from email can now route differently during vs outside your business hours. Configure default assignee groups for Support and Membership so after-hours can go to Basic (or a partner-specific group) while business-hours traffic goes to your daytime team. Honors your existing business hours and holiday calendar.

Rule Improvements

• Added filter for last update by user to target replies from specific people.
• Added trigger for client phone number updated on client records.
• Added a rule action to send a Signal page.
• Rule schedules now respect the partner's timezone (not UTC).

Rule Improvements

• Site created trigger now available.
• Trigger conditions let you define when a rule should fire. For example, When Status changed can be paired with from Open to fire only when transitioning from Open, not every status update.

Durable Response Times

• When a conversation is solved without a team reply, the platform now correctly preserves the response time from a previous interaction instead of marking it as "No reply needed."

Dispatch Workflow

• Conversations can now be dispatched to field techs. Create a Dispatch record, assign a tech, and optionally schedule the visit. Dispatched conversations are tracked in a new Dispatch list.

Rules Engine

• Automate common tasks with Rules. Set triggers (e.g., conversation created, status changed) and define actions (e.g., assign to group, add label). Configure in Settings → Rules.

Rules support multiple conditions with AND/OR logic.

Added rule history log for auditing.

Fixed issue where rules with multiple actions sometimes failed silently.

Fixed timing issue with scheduled rules.

Rules by Site Label — Rules can now be configured using Site Labels.