New
- Phone agents can now route callers to the right team — by reading the conversation, or by keypad. Configure a list of up to 10 departments — each with a label, phone number, and description — and choose how routing works. In agent-routed mode, the agent reads the conversation and transfers to whichever department fits the caller's need, using your descriptions to decide. In caller presses a key mode, the agent presents a menu ("press 1 for Sales, press 2 for Billing…") and routes on the digit the caller enters. Your phone agent can now act as a full front-line router. Callers reach the right team on the first transfer, without a human triaging calls in the middle.
- From the Integrations & Tools settings page, admins can now enable or disable built-in tools the same way they control integrations. Set your policy at the MSP level and it applies to all managed tenants. Tenant admins can restrict further from there. Role-based controls let you go even more granular — and if you're using tenant creation templates you can set your built-in tool policy in so every new tenant starts with the right defaults already applied.
