What we've shipped, written in plain time.

Urgency now reads from a small rule set (pain ≥ 7, swelling, distress words) instead of a single confidence number. Quieter calls don't accidentally trip a flag.

Drafts now show the exact SMS body and recipient before send. One-tap edit. Decline and escalate keep the draft in the audit log instead of discarding it.

Transient calendar API errors no longer release the hold. We retry with backoff, surface a hold-pending pill, and only auto-release after the cutoff.

Bring call records over from your existing answering service. Map columns once, save the mapping, run subsequent imports in one click.

Pre-built playbooks for dental practices, roofers, med-spas, and HVAC. Edit before activation — they're starting points, not defaults.

Removed three vanity tiles. Calls handled, slots held, escalations, SMS replies — that's it on the front page now.

Each reviewer sets their own non-urgent SMS window. Urgent escalations override quiet hours.

The exact transcript phrase that triggered a label sits on the receipt next to the label. Easier to challenge, easier to trust.

Held / confirmed / released states behave the same on both providers, including round-trip edits made from the calendar.

Every field on the trail links back to where the value came from — call, SMS, staff action, or playbook rule.

The four-state review model — no neutral middle, every call leaves with a decision.