Core Products
Customer Portal
Mark individual job photos, completed forms, and other attachments as customer-facing so they appear on that job in the customer portal, giving the people you serve a complete record of the work without calling your office.
Scenario 1
A homeowner wants the before and after photos from a furnace replacement for their records. Your office marks the photos customer-facing on the job, and the homeowner retrieves them from the portal instead of calling.
Scenario 2
A completed combustion analysis form is required for a manufacturer rebate. Mark that form customer-facing and the homeowner submits it themselves.
Scenario 3
A technician photographs a cracked heat exchanger alongside a dozen diagnostic shots. Mark only the heat exchanger photo customer-facing and leave the rest internal.
Dispatching
These Dispatching Experience enhancements makes it clearer which work on the Dispatch Board belongs to which technician, renames a display setting so its purpose is obvious, and lets you choose whether appointment reminders go out in your account time zone or the time zone of the job location.
Scenario 1
A dispatcher managing twelve technicians on a summer heating, ventilation, and air conditioning (HVAC) day hovers over a long activity line and immediately sees which repair call it belongs to, without opening the job.
Scenario 2
A dispatcher checking why a technician is running behind hovers over the job bubble and watches the matching activity line light up, confirming the technician is still on site rather than in transit.
Scenario 3
A residential plumbing business with branches in two time zones turns on the time zone control so a homeowner in the second branch receives a reminder that matches the arrival time at their own address.
Three improvements to the new Daily and Weekly Dispatch Board close workflow gaps that kept dispatchers on the Classic Dispatch Board: full technician detail on the Weekly board, a clearer clock-in and clock-out confirmation, and one-select status actions on the job bubble.
Scenario 1
A dispatcher building next week's maintenance route hovers a technician's name on the Weekly board and sees their skills and current job count without leaving weekly planning.
Scenario 2
A dispatcher correcting a technician's morning clock-in sees the technician's name in the modal and catches that the wrong profile picture was selected before saving.
Scenario 3
A dispatcher watching a heating, ventilation, and air conditioning (HVAC) technician pull up to a house right-selects the job bubble and chooses Arrive technician without opening the Job Details flyout.
Estimates
This enhancement to Sales Margin Control lets you set minimum and warning margin thresholds for specific roles, business units, and job types, and stops estimates that fall below the minimum from being sold.
Scenario 1
A heating and cooling sales technician builds a furnace replacement proposal with accessories. A courtesy discount drops the margin below the floor set for the residential business unit, and the estimate cannot be sold until the pricing is corrected.
Scenario 2
A plumbing repair job carries a thinner margin than an install, so an administrator sets a lower minimum for the repair job type and a higher one for installs.
Scenario 3
A comfort consultation produces several options. The options that clear the warning threshold move forward, and the one that falls below the minimum is held back until the price is adjusted.
Equipment
Equipment Systems is a new feature that lets you group related equipment into a single system, record exactly where each unit sits, and record which spaces that unit serves and each equipment's physical location at the service location.
Scenario 1
A heating, ventilation and air conditioning (HVAC) company groups a condenser, air handler and thermostat into one system, so a preventive maintenance (PM) visit covers the whole system rather than three unrelated records.
Scenario 2
A plumbing company records the Physical Location of a tankless water heater as Garage then North Wall, so the technician does not hunt for it in a finished basement.
Scenario 3
A technician swaps a failed evaporator coil and detaches it from its parent unit. The equipment record stays on the location with its full history, and only the relationship changes.
Findings is a new feature that turns the issues your technicians spot in the field into structured records your office team can quote, schedule, and track.
Scenario 1
During an annual heating, ventilation, and air conditioning (HVAC) tune-up, a technician logs a cracked heat exchanger as a high urgency finding with photos, and your office team sends the replacement estimate the same day.
Scenario 2
A plumbing technician servicing a water heater logs a failing pressure reducing valve (PRV) as a finding, and it stays attached to that water heater so the next technician sees it on arrival.
Scenario 3
An electrical technician flags an undersized panel during a service call, and your Customer Service Representatives (CSRs) book the upgrade job straight from the finding instead of rebuilding the scope from job notes.
Field Mobile App
Physical Location and Service Areas is an enhancement to installed equipment that records where a piece of equipment sits in a building and which spaces it serves, so technicians can walk straight to the right unit.
Scenario 1
A property with a detached garage workshop and a crawl space gets a two level physical location so the technician knows whether the heating, ventilation, and air conditioning (HVAC) air handler is in the attic or the crawl space before arriving.
Scenario 2
A technician replacing a condenser drops a Global Positioning System (GPS) pin on the satellite map at the side yard unit, so the next visit does not start with a walk around the property.
Scenario 3
A technician photographs the electrical panel door label and marks it as a location attachment, giving the next technician the shutoff location without a phone call.
Financing
This new feature allows you to assign multiple financing programs and rate sheets to a single business unit, so each division, brand, or product category can offer the right financing options to your homeowners. Previously this was in Early Access but is now generally available for all.
Scenario 1
An HVAC company partners with two equipment brands, each offering a branded financing program through Synchrony Financial (SYF). The administrator adds both merchant IDs (MIDs) to the HVAC business unit, so technicians can present the correct financing options based on the brand being installed.
Scenario 2
A plumbing company runs a premium and a standard financing program with different rate sheets for high-ticket and routine jobs. Both programs are now available on the same business unit, and the office team selects the appropriate program when generating financing offers.
Scenario 3
A multi-location electrical contractor consolidates operations under one business unit but needs to offer region-specific financing terms through Wells Fargo (WF). The administrator assigns separate MIDs to the business unit and maps each to custom financing rules.
This enhancement lets homeowners prequalify for Wells Fargo® financing directly from an emailed online estimate, and sends declined applications to your second-look provider automatically so more jobs get approved.
Scenario 1
A heating, ventilation, and air conditioning (HVAC) company quotes a $9,000 system replacement while the homeowner is at work. The homeowner opens the emailed estimate that evening, checks prequalification without a hard credit check, and approves the job the next morning.
Scenario 2
A plumbing company sends an estimate for a sewer line replacement. The homeowner prequalifies from the estimate, is declined by Wells Fargo®, and receives second-look offers in the same flow without starting over.
Scenario 3
An electrical company emails an estimate for a panel upgrade. The homeowner reviews payment options at their own pace before deciding, which keeps the estimate active instead of going cold.
Identity and User Management
Two improvements to multi-factor authentication (MFA) make enforcement easier to plan for and easier to absorb: an export of the MFA user list so you can see who is ready, and a 15 minute countdown reminder so nobody is signed out mid-task.
Scenario 1
An office manager exports the multi-factor authentication (MFA) list before enforcement, filters the file for staff with no phone number on record, and collects numbers at the Monday meeting.
Scenario 2
A dispatcher is halfway through rebuilding tomorrow's board when enforcement reaches the account. The countdown gives them time to save the schedule before signing out.
Scenario 3
A customer service representative (CSR) is on a call booking a no-heat visit. The banner appears, so they finish the booking and confirm the arrival window before the session ends.
Virtual Agent
Schedule Parts Follow-Up is a new virtual agent automation that texts homeowners as soon as a part for their job arrives so they can pick their own follow-up appointment time.
Scenario 1
A plumbing job is paused because a specific water heater model was on backorder. When the part arrives and the job is tagged, the homeowner gets a text and books the return visit without your CSR making a call.
Scenario 2
An HVAC (heating, ventilation, and air conditioning) job is on hold for a compressor part. Once the part is received, the virtual agent reaches out the same day instead of waiting for the next check-in.
Scenario 3
A technician places an appointment on hold pending a part. When the part arrives, the homeowner can reply "Tuesday works" and the appointment is booked automatically.
The Virtual Agent's inbound SMS agent now automatically responds when a customer replies to a Marketing Pro (MP) missed-call, aging-equipment, or recurring-service campaign text, instead of that reply going unanswered.
Scenario 1
A residential HVAC company's Marketing Pro missed-call campaign texts a homeowner. The homeowner replies "yes still need someone," and the virtual agent continues the conversation, checks availability, and books a technician visit.
Scenario 2
A plumbing company's Marketing Pro aging-equipment campaign flags an old water heater. When the customer replies to that text, the virtual agent picks up the conversation and works toward booking a replacement visit.
Scenario 3
An HVAC company's Marketing Pro recurring-service campaign texts a homeowner due for a seasonal tune-up. The homeowner replies, and the virtual agent books the recurring visit.
The SMS agent now tells the difference between an automated text and a live conversation with a customer service representative (CSR), so replies to reminders and other automated messages get answered instead of being held back. This is an improvement to an existing feature.
Scenario 1
A customer gets an automated appointment-reminder text for an HVAC tune-up and replies "can we push this to Friday?" instead of confirming — the SMS agent now handles the reschedule directly instead of staying silent.
Scenario 2
A garage door customer replies to a review-request text with a follow-up question about their installation instead of leaving a review — the SMS agent now responds instead of the message going unanswered.
Scenario 3
A customer texts back after a marketing message asking "is this the same visit as last time?" — the SMS agent now answers instead of dropping the reply.
This new feature lets the Voice Agent automatically call and text the technician assigned to a standard after-hours job it booked, whether or not you use Dispatch Pro, so no assignment goes unnoticed.
Scenario 1
A plumbing company turns the setting on, then takes an emergency call at 10:30 PM for a burst pipe. The Voice Agent books the job and the on-call plumber is assigned. The plumber gets a call and a short message service (SMS) text carrying the job date, time, address, and job type, and drives to the site instead of waiting until morning.
Scenario 2
A heating, ventilation, and air conditioning (HVAC) company runs on-call shifts through the weekend. The Voice Agent books a no-cooling call on a Saturday night, and the assigned technician does not reach the phone in time. The Voice Agent retries the call one time, the technician answers, and the company still delivers same-night service.
Scenario 3
A company that does not use Dispatch Pro turns on both Skills and Capabilities settings, so the Voice Agent assigns the on-call technician and notifies them. The technician hears the job details and heads out. Because the call is informational only, a change to the appointment still goes through the office.
Speed to Lead can now escalate unanswered text conversations to a live AI voice call, so a lead who doesn't respond to SMS still gets a real-time follow-up instead of going cold.
Scenario 1
A no-heat call comes in through a web form at 9 PM. The AI Voice Agent texts first; when there's no reply in 10 minutes, it calls, confirms the issue, and books a technician for the next morning arrival window.
Scenario 2
A lead submitted through a web form for a broken water heater doesn't respond to the initial SMS. The AI Voice Agent calls to confirm the issue and get the job booked before the homeowner looks elsewhere.
Scenario 3
A lead from Angi doesn't respond to the initial SMS during business hours. The voice escalation reaches them on their commute home, when they're more likely to pick up a call than reply to a text.
Pro Products
Contact Center Pro
The Network Test is a new built-in check inside the Contact Center Pro calling experience that lets your team confirm their connection can carry a clear call before they start taking calls.
Scenario 1
A customer service representative (CSR) starting an early shift runs the Network Test before the first calls of the day and confirms the connection is Good before the morning rush begins.
Scenario 2
A CSR working from home during a storm gets a Poor result, switches from wireless to a wired connection, and re-runs the check before taking bookings.
Scenario 3
A call center manager asks the team to run the check after a new internet provider is installed, then collects the downloaded reports to confirm every workstation is ready.
Early Access
Contact Center Pro
Messages is a new feature that brings two way texting into Contact Center Pro, so you can read and answer customer texts in the same place you take calls, with the customer's account details already on screen. The Messages feature is currently in Private Preview and not available for all accounts.
Scenario 1
A homeowner texts asking whether a technician can come out for a furnace that will not fire. The conversation opens in Messages with their service history and active membership already showing, so the CSR can confirm the membership and book the visit without leaving the screen.
Scenario 2
A customer replies to a reminder text about an unpaid invoice. The outstanding balance and open invoice count sit in the panel on the right, so the CSR answers the billing question directly.
Scenario 3
Someone texts a number that is not on any account. The CSR selects Create new customer from the panel, the phone number fills in automatically, and the new record links to the conversation.
A new guided booking experience lets Customer Service Representatives (CSRs) complete a full job booking without ever leaving Contact Center Pro. This feature is currently in Private Preview and not available to all accounts.
Scenario 1
A CSR takes an inbound call from a homeowner who's just calling with a billing question. The customer context panel shows recent jobs and invoices right away, without needing to open a booking.
Scenario 2
A returning customer calls about a known equipment issue. The flow requires the CSR to mark the booking as a warranty or recall job instead of a standard service call.
Scenario 3
A CSR handling a high call volume never has to worry about a booking losing its link to the original call, even if they're juggling more than one thing during the shift.
Enterprise Hub
The Financing Dashboard in Enterprise Hub is a new feature that brings financing performance for every company in your network into one view, so you no longer have to open each account separately or wait on hand built reports.
Scenario 1
A group that runs five heating, ventilation, and air conditioning (HVAC) brands compares percent of revenue from financing across all five for the last 30 days, without opening five separate accounts.
Scenario 2
An accountant filters by financing provider to see which lender returns the highest estimated application approval rate across the group, then shifts volume toward the stronger performer.
Scenario 3
A controller exports the company performance table to Excel and reconciles financing revenue against the accounting software, using consistent filters instead of brand specific business unit names.
Estimates
This enhancement lets you spread a group of findings across several estimates in one pass, so each estimate carries only the findings it quotes.
Scenario 1
During a maintenance visit, a technician logs a failing blower motor and a cracked heat exchanger on the same heating, ventilation, and air conditioning (HVAC) system. The office selects both findings, chooses Create New Opportunity, and maps the blower motor to a repair estimate and the heat exchanger to a full replacement estimate, so the homeowner sees both paths side by side.
Scenario 2
A homeowner already has an open opportunity for a water heater replacement. A follow-up visit turns up two more findings on the same property. The office selects them, chooses Link to Existing Opportunity, and maps each finding to the estimate it belongs to without rebuilding the opportunity.
Scenario 3
A sales representative works from good, better, best (GBB) estimate templates. They choose Use a Template, assign the furnace findings to all three options, and add the thermostat upgrade finding to the best option only, so the premium quote explains itself when they present it at the kitchen table.
Job Booking and Contact Experience
Voice Intelligence is a new feature that reviews every recorded call your team takes and gives you an objective read on what actually happened, and it arrives with Max in Calls in the next release. This change is coming soon in a future release, but you can begin preparing for it now.
Scenario 1
A homeowner calls about a failed air conditioner in August and hesitates at the diagnostic fee. Voice Intelligence records the objection as a price concern and quotes the words the caller used, so you can adjust how your team answers that question during peak season.
Scenario 2
A call is logged as a general question but the caller actually described a broken water heater. Voice Intelligence marks the call as bookable and flags an outcome mismatch, so you can recover the lead.
Scenario 3
A new CSR scores low on gathering information across her first week. The scorecard shows which questions she skipped, so her manager can coach the specific gap rather than the whole call.
Marketing Pro
This new feature in Marketing Pro Enterprise applies each company's own brand colors to an email campaign at the moment it is deployed, so a single campaign reaches every company in your network correctly branded. This feature is currently in Private Preview and not available for all accounts.
Scenario 1
A multi-brand plumbing and heating group sends a spring tune-up campaign from Marketing Pro Enterprise, and each brand's email arrives in that brand's colors without anyone signing in to the individual companies.
Scenario 2
A group adds a newly acquired company to the network, saves that company's brand colors in Brand Settings, and the next deployment picks them up automatically.
Scenario 3
A marketing manager previews an unsold estimate follow-up company by company in the Launch Campaign flyout, catching a brand that has no colors saved before the campaign is sent.
Scheduling Pro
Webchat is a new artificial intelligence (AI) chat widget you add to your own website so a visitor can book a job in a conversation, set up in the same place as your voice and text agents. ---
Scenario 1
A homeowner with no hot water finds your website at 10 p.m., opens the chat window, describes the problem, and books a morning appointment without waiting for your office to open.
Scenario 2
A visitor comparing three plumbing companies books with you because your website answered in a conversation while the other two sites offered only a phone number.
Scenario 3
Your Customer Service Representatives (CSRs) review the webchat conversations in Virtual Agent Interactions the next morning and see which questions come up most, so they can adjust the chatbot wording.