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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 property owner needs photos of storm damage for an insurance claim. Mark the damage photos customer-facing and they forward them to their adjuster directly from the portal.
Scenario 2
A completed material verification form is marked customer-facing so the owner can confirm what was installed.
Scenario 3
Tear-off photos showing deck condition are marked customer-facing to justify a scope change, while crew safety documentation stays internal.
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 retail roof install and a repair job carry different cost structures, so each job type gets its own minimum margin rather than sharing one company-wide floor.
Scenario 2
A sales representative discounts to win a competitive bid. The estimate falls below the minimum for that business unit and cannot be sold until the price is corrected.
Scenario 3
An insurance-driven job type is set to No Limit, so margin enforcement does not interfere with claim-based pricing.
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 roofing contractor records the Physical Location of rooftop mounted equipment by roof section, so inspection crews know which area to access.
Scenario 2
Service areas record which parts of a building a rooftop unit covers, giving context when a section of the building reports a problem.
Scenario 3
A technician captures coordinates for equipment on a large flat roof, so a return visit does not start with a search.
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 technician drops a Global Positioning System (GPS) pin on each rooftop unit on a large commercial roof, so the next crew reaches the right unit without walking the whole roof.
Scenario 2
Photos of roof hatch access and ladder placement are marked as location attachments, giving crews the safe route before they arrive.
Scenario 3
Physical locations that name the roof section, for example North Roof \> Section C, keep repair history tied to a place on the building rather than a unit number alone.
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 administrator exports the multi-factor authentication (MFA) list before a storm season hiring push, and confirms new office staff are set up before enforcement reaches them.
Scenario 2
An estimator is finishing a tear-off and re-roof proposal when enforcement reaches the account. The countdown lets them send the proposal first.
Scenario 3
A supplement specialist is entering insurance supplement line items. They save the supplement during the 15 minute window.
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 after a storm asking for an inspection. The CSR reads the thread, confirms the service address from the account panel, and books the inspection.
Scenario 2
A customer texts back on a conversation the CSR closed last week. The conversation reopens automatically and moves back to the Open list in date order.
Scenario 3
A repeat spam number reaches the queue. The CSR marks the conversation as spam and it moves to the Closed list.
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 after a hailstorm and asks whether you handle insurance claims. Voice Intelligence records the purpose so your team can route storm work quickly.
Scenario 2
A caller hesitates on the inspection fee. The objection is captured with the exact wording, so you can refine how your team explains the fee.
Scenario 3
Storm season produces a spike in calls. Insights shows which of your CSRs held their scores under that volume and which need support.