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2026.09.30September 30, 2026

Calls arrive in the platform: a built-in softphone, a full call record, and provider reviews everywhere

The biggest change in this release is telephony: coordinators can now take and place calls from inside Admin, and every call is recorded against the customer, lead or work order it belongs to. Service Provider reviews by customers also become first-class, with a reviews drawer and rating averages that users can filter by date across Admin, Network Web and Provider Web. Alongside that, the booking detail screens gains new tabs, the operations and route maps now operate in your own timezone, and address search was rebuilt across all four apps.

Products updated: Admin · Network Web · Customer Web · Provider Web · Platform API

Booking detail screen — more of the booking on the same yet more organized screen (Admin)

Improved
  • Notes and attachments as a tab. Notes and attachments moved into their own redesigned tab instead of being buried in the details screen.
  • Products and components. A redesigned tab covers the products and components on a booking, with creation and edit views, a specifications drawer and a confirmation before removing an item.
  • Incidents and bundling. Incidents now have their own tab, shown when the booking has them, with its own sub-tabs and information view. Bookings that travel together gain a bundling tab listing the group.
  • Fields that keep up with each other. The add-ons list stays in step with what you have edited, the duration limit check is applied again with dependent fields reset when it changes, and the promised delivery date is filled correctly in the products edit form.

Service Provider reviews and ratings — see what customers actually said (Admin, Network Web, Provider Web)

New
  • A reviews drawer. A provider's reviews now open in a drawer with the individual comments and scores, filterable by who left the review and what it was about. The same drawer is available in Admin, Network Web and Provider Web.
  • Averages for the period you care about. The rating average can be filtered by date, so a provider's recent performance can be read on its own rather than being diluted by their whole history.
  • Credit where it is due. Reviews left on a work order are now attributed to the person who actually executed it, and existing ratings were brought in line with that. Network-level ratings reflect the reviews underneath them.

Networks now have their own profile, in one place (Network Web, Provider Web)

New
  • A profile screen for network administrators. Network Web gains a profile page organised in tabs: basic information, working areas, availability, differentiated coverage, additional information and services. Reviews are reachable from the same place.
  • A profile screen for field providers. Provider Web now has a profile with basic information cards and the reviews drawer, so a provider can see their own details and the feedback they have received.
  • Work order quotas on the provider detail. The provider detail shows a work order quota section laid out by weekday, so capacity is visible next to the rest of the provider's setup.

Telephony — take and place calls without leaving the platform (Admin)

New

Calls used to happen somewhere else and were retyped into a note afterwards. They now happen in the same screen as the work, and leave a record behind. This is a controlled rollout: telephony is enabled per tenant, so it appears only where it has been switched on.

  • A softphone in the corner of the screen. A movable call panel lets an operator go available or unavailable, see how many callers are waiting, accept or decline an incoming call offer, and keep working while a call is live. Call time and countdowns are shown as the call progresses.
  • A calls list you can search. Calls have their own screen with filters, filter chips and a column chooser, so a supervisor can look at direction, status, outcome or the record a call was about. Results can be narrowed and kept between visits.
  • Call detail, including the recording. Opening a call shows who called whom, how it was routed and offered, how it was closed, the management summary and the satisfaction score when a survey was answered. Where a recording exists, it can be played from the detail itself.
  • Calls in the context of the work. Calls now appear on the record they concern: a lead shows its calls, and a work order has a calls section in its detail. A provider can also be called directly from an action button next to them.
  • Phone operators. Operators are managed in their own screen: add them from existing users, filter by active state, open their detail, and review the history of when they were activated or removed.
  • Telephony settings in your hands. General settings, an attention schedule with its own time ranges per day, the spoken messages callers hear, and the list of call result options are all configurable. Spoken messages can be previewed in the chosen language and voice before they go live.

Operations and route maps — the day, reckoned in your own timezone (Admin)

Improved
  • Days that match your calendar. Dates and times on the route map are now compared using the tenant's calendar and timezone, so "today" means today where the work is happening. The map stays on the day you were looking at as data refreshes.
  • Told when the day turns over. When the panel moves to a new day, an alert says so rather than quietly changing what you are reading.
  • A panel that keeps itself current. The route panel refreshes about once a minute, so what is on screen reflects the field without a manual reload.
  • Assign from the booking card. A provider can be assigned straight from the booking card on the tracking map, instead of leaving the map to do it.
  • Route and tracking, separated. Navigation now lists the route panel and the tracking panel as distinct entries under map visualisation, so it is clear which one you are opening.

Work orders — a history you can trust (Admin, Network Web)

Improved
  • Reversed steps are marked. A step that was taken back now carries its own badge in the status history, so the sequence reads correctly instead of looking like it happened twice.
  • The sidebar history stays in step. The status history in the sidebar keeps in sync with the work order as it moves.
  • Clearer transitions. Moving back to a previous tracker step now behaves correctly, and when a transition is not allowed the reason given is more specific.

Addresses and maps — a steadier way to pick a place (Admin, Network Web, Customer Web, Provider Web)

Improved
  • Address search and map point picking rebuilt. Address suggestions and the resolution of an address to a point on the map were rebuilt across the apps, so typing an address and dropping a pin behave the same everywhere. Stale points are cleared when the address changes, instead of lingering from the previous one.

Forms, attachments and analytics (Admin, Network Web, Provider Web)

Improved
  • Attachments and signatures stay put. Saving a completed form no longer clears the attachments and signatures already on it, and files stored on a form are served through secure, time-limited links when you open them.
  • Analytics scoped to the viewer. Analytics dashboards now respect the permissions and the commercial scope of whoever opens them, so each user sees the figures they are entitled to.

Fixes and reliability (all apps)

Improved
  • The right name on a status change. When a booking changes status, the person or system behind it is recorded consistently, so history and audit entries name the correct actor.
  • Route planning that admits failure. If a planning run cannot create its tasks, it is now marked as failed instead of appearing to be still in progress.
  • Bulk loading keeps its summary. The summary of a bulk load is no longer discarded when the load cannot be resumed, so you can still see what happened.
  • Scheduled automations. Time-based automations are now updated when their timing changes rather than being skipped, and their activity records are stored without duplicates.
  • Alerts keep their origin. Alert lifecycle entries now carry a reference to the definition that raised them, and references to related records are resolved consistently.
  • Projects created from a lead. A project created from a lead now gets a clearer description, and ownership of a network project is resolved from the record it came from.

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