Service Update February
Header
With this update, teams can define which message types should, With this update, teams can define which message types should:
With this update, teams can define which message types should, With this update, teams can define which message types should:
Note: With this update, teams can define which message.
Note: With this update, teams can define which message types should, With this update, teams can define which message types should:
Delivery Center
Favorite/Pin Hubs in Dropdown Filter
Users can now mark frequently used hubs as favorites in the hub dropdown filter, making it faster to access the hubs they work with most. Favorite hubs appear in a dedicated section at the top of the list with a gold star, while non-favorites show a gray outlined star.
Deferred Message Delivery During Quiet Hours
We’ve added new functionality that allows specific message templates to be automatically sent after quiet hours end, instead of being skipped when triggered overnight. This helps ensure important customer communications are still delivered while continuing to respect configured quiet-hour restrictions.
With this update, teams can define which message types should:
- Be sent immediately during quiet hours
- Be postponed and delivered when sending resumes
This provides more flexibility and improves message reliability without increasing noise during off-hours.
👉 To enable this feature, please reach out to your customer support.
Block Stop Cancellation After Route Start
We’ve added a new safeguard to prevent operational errors in the Routes Console.
With this update, accounts can now decide whether to block stop cancellations once a delivery is already loaded or out for delivery.
✅ When enabled, stops cannot be cancelled after they’re loaded or on the road
This feature helps ensure delivery consistency and reduces mistakes during active routes.
👉 To enable this feature, please reach out to your customer support.
Disable Route Rescheduling for Contractors
To maintain schedule stability, contractors will no longer be able to reschedule delivery routes. All routes will remain visible in read-only mode, and internal teams will continue to manage any required changes.
Enhanced Conditional Logic for Filtering Out Orders on Imports
The import skip logic now supports the ability to define item-level conditions that would cause the import to skip the entire order. Example use case: only import orders to PAI where all items have an inventory-status of fully reserved.
This enhancement enables more precise control over which orders and items are imported, improving flexibility for complex workflows.
👉 To enable this feature, please reach out to your customer support.
Additional Charges in Visit Summary
The Visit Summary now supports two optional charge lines for portrait mode: Delivery Fee and Taxes, improving financial transparency for customers.
👉 To enable this feature, please reach out to your customer support.
Sales Center
Sales Chat: Custom Tags
We’ve added customizable tags in Sales Chat to help teams organize, filter, and track conversations more effectively. Tags let agents and hubs consistently categorize chats, improving discoverability and streamlining workflows across locations.
Tags are configured at the account level (shared across all Sales Chat locations) and appear in both the chat list and the full chat view.
👉 To add or update tags, please contact Customer Success.
Payment Link at New Chat Creation
Sales agents can now generate and insert a payment link while creating a new Sales Chat—before sending the first message. This removes extra steps, speeds up the sales flow, and helps teams request payment immediately when it matters most.
The new chat form includes the existing payment icon and the same link creation/selection flow used inside active chats. Once a link is confirmed, it’s automatically inserted into the initial message field.
AI-Based Suggested Answers for Reviews
We’ve added AI-based suggested answers to the Reviews pages in Sales Chat for Google and Facebook reviews. This enhancement helps teams respond faster to customer feedback while maintaining consistent, high-quality messaging—using an AI Suggested Answer already available in Customer Support Chat.
The suggested answer appears only when relevant and can be used as-is, edited, or dismissed. To continuously improve the experience, we also track analytics on how often suggestions are shown, used, edited, or ignored.
👉 To enable this feature, please reach out to your customer support. This feature is available as an add-on feature, and might be subjected to additional cost.
API & Reporting
Agent Assignment via API
The API now allows assigning agents when creating messages programmatically, giving customers control over agent handling and chat open/closed status.
Key behaviors:
- If the agent email is unknown or lacks agent permissions, the message is created without assignment.
- Assignments to agents in a different Sales Hub are blocked with an error.
- Existing chat assignments are overridden when a new agent is specified.
- Chat open/closed status can be set explicitly via the API.
Automated Response Timing Metrics Added
The Customer Support Stats report now includes new metrics for automated response timing, providing visibility into the average and median times it takes the system to send an automated response when an incoming message triggers a refer-to-agent ticket.
General
Batch Upload New Drivers (in Driver Management)
Users with access to the Drivers Configuration page can now upload a CSV file to manage drivers in bulk.
This update streamlines driver management, reduces errors, and improves the overall user experience.
