Released to UAT: March 3rd, 2026
Released to Production: March 10th, 2026, after business hours
Release contents:
- Auto-Close Inactive Cases
- Scheduled Message Enhancements
- Enhanced Lines of Business Message Configuration
- Improved Template Import/Export Validation
- Outreach Message Prefix Enhancements
New Features
Auto-Close Inactive Cases
Available to: All Customers (configured by Admin role)
What’s New
The Auto-Close Inactive Cases feature automates case closure based on a configurable period of inactivity. Organizations can now define how many days without an inbound message should trigger automatic case closure based on case type and line of business, minimizing the need for manual intervention and script-based processes.
Benefits
Reduced Manual Overhead — Automatically closes cases that have been inactive, freeing up adjusters and administrators from manually tracking and closing stale cases.
Customizable Inactivity Thresholds by Case Type & Line of Business — Configure inactivity periods specific to case types, brands, and lines of business to match different operational workflows.
How It Works
Configure this feature per case type under Settings → Organization → Case Types.
Configure this feature per line of business under Settings → Operational → Brands.
Set the number of minutes/days/weeks of inactivity (no inbound messages) that should trigger automatic closure.
Once enabled, this feature only applies to new cases created after the configuration is saved.
When a case is automatically closed, all standard closure workflows are preserved — including transcripts, surveys, and webhooks.
The inactivity timer resets each time a new inbound message is received or a case is reopened.
For more on this feature, see our full article here.
Feature Enhancements
Scheduled Message Enhancements
Available to: All customers
What’s New
Scheduled messages now default to the current time instead of 12:00 AM. Additionally, users can no longer select a time in the past when scheduling a message.
Benefits
Prevents messages from being accidentally scheduled for midnight.
Eliminates the risk of scheduling messages in the past.
Creates a more intuitive and reliable scheduling experience.
How It Works
When scheduling a message, the time field automatically populates with the current time. If a user attempts to select a time that has already passed, the system blocks the selection to ensure messages can only be scheduled for a future time.
Enhanced Lines of Business Message Configuration
Available to: All customers with Lines of Business enabled
What's New
Administrators can now configure additional system messages at the Line of Business level, providing granular control over the messaging experience across different case types and business lines. Previously, message configuration was limited to the organization or brand level.
Benefits:
- Empowers administrators with greater control to deliver tailored carrier messaging at the Line of Business level.
How it Works:
- Welcome messages — Configure initial welcome, opt-in confirmation, and opt-in follow-up messages per Line of Business for General and Policy case types (Claim Case Type previously available)
- Assignment messages — Configure assignment messages per Line of Business for Claim and Policy case types
- Reassignment messages — Configure reassignment messages per Line of Business for Claim, Policy, and General case types"
Improved Template Import/Export Validation
Available to: All Customers (configured by Admin role)
What’s New
Bulk template import now support non-standard message tokens. Instead of failing on organization-specific tokens, the system surfaces a confirmation prompt so your team can proceed with confidence while still catching any genuinely malformed entries.
Benefits
- Broader token support — Carriers using custom or non-standard message tokens can now import and export templates without hitting validation errors.
- Smarter validation — The system distinguishes between intentional organization-specific tokens and truly malformed entries, acting on each appropriately.
- Less friction, more control — Rather than hard failures, admins receive a confirmation warning and can choose how to proceed.
How It Works
When non-standard tokens are detected during a bulk import or export, a confirmation prompt appears. Admins can review and proceed if the tokens are valid for their organization.
Outreach Message Prefix Enhancements
What’s New
Benefits
- Provides greater flexibility for customers sending outreach messages across multiple brands or contexts.
- Gives teams full control over how message prefixes appear in their outreach messages.
- Simplifies message formatting by removing the automatic organization-based prefix.
How It Works
When creating an outreach notification, simply include any desired prefix directly in the message template as part of the message content. The system will send the message exactly as written, without automatically adding an organization-based prefix.