January 2026 Updates

Overview

January 2026 brought 51 updates to SMBcrm, with focus on Automation, AI, and Communication.

Highlights include Refreshed Contacts List View and SmartLists 2.0, Google Demand Gen Campaigns in Ad Manager, and Google Forms Integration Now Available in SMBcrm Workflows.

Released January 3, 2026

We’ve added a new set of ready-to-use templates in SMBcrm to help you launch faster and stay consistent across your marketing. Whether you’re building a funnel, sending an email campaign, collecting leads with a form, or publishing social content, these templates are designed to give you a clean starting point that you can customize to fit your brand.

What’s included in this template release

This release includes new options across Funnels, Email, Forms, Surveys, Social, and Google Ads so you can spin up campaigns with less manual setup.

New Funnel Templates (3)

Use these funnel templates to quickly assemble multi-step pages for lead capture, booking, and offer presentation.

Health & Wellness (1)
Creative (1)
Finance (1)

New Email Templates (1)

A new email template is available to help you create a more polished campaign layout while keeping edits simple.

Medical (1)

New Form Templates (1)

This form template helps you collect key details in a structured way, so leads are easier to qualify and follow up with.

Travel & Hospitality (1)

New Survey Templates (1)

Use surveys to gather feedback, pre-qualify prospects, or segment contacts for better follow-up.

Marketing Agency (1)

These social templates are designed to speed up posting with pre-built layouts you can adapt for different services and announcements.

Medical (2)
Other (2)

New Google Ad Templates (5)

These templates help you launch search campaigns faster with a proven structure you can tailor to your offer, location, and targeting.

Automotive: Auto Dealer/Sales
Beauty & Fashion: Skin Care Clinic
Business Coaching & Consulting: Real Estate Consultant
Creative: Video Production & Editing Services
Finance: Lender Services

How to use these templates

Browse the template library from the relevant builder (Funnels, Emails, Forms, Surveys, Social, or Ads) and select the new category that best matches your industry. From there, customize the copy, branding, and offers to match your campaign goals.

If you’re working in regulated industries or collecting personal data, review our compliance resources before publishing:

Bulk Add Date-Specific Service Hours in Services v2

Released January 6, 2026

Managing date-specific availability in SMBcrm just got easier, especially when you need to adjust hours across multiple days like holidays, events, or short-term schedule changes.

What’s new in Services (v2)

Previously, date-specific hours could only be added one date at a time, which made multi-day updates slow and repetitive. With Services (v2), you can now select multiple dates at once and apply the same working hours across multiple services and locations in one step.

How it works

When adding date-specific hours, you can now:

Select multiple dates from the date picker
Set your start time and end time once
Choose the services and locations once
Apply the setup in bulk across all selected dates
Let SMBcrm automatically group dates for easier management later

Smart date grouping (automatic organization)

To keep things clean after bulk updates, SMBcrm will automatically group dates based on whether they’re consecutive:

Consecutive dates are grouped into a single block
Non-consecutive dates are split into separate blocks

Example

If you select Jan 2, 3, 4, 5, 8, and 9:

Jan 2–5 will be grouped as one entry
Jan 8–9 will be grouped as another entry

You can edit or delete each group later without impacting the others.

Why it matters

This update is designed to reduce repetitive work while keeping your scheduling organized:

Save time by avoiding date-by-date setup
Keep date-specific availability cleaner with smart grouping
Make quick edits later, even after creating hours in bulk
Speed up setup for holidays, special schedules, or temporary changes

Custom Values Now Available in Calendar Settings

Released January 6, 2026

You can now use your own custom fields and values directly inside Calendar-related settings across Calendars, Services, and Rentals. This makes it easier to personalize appointment experiences.

This makes it easier to personalize appointment titles, locations, and messages using the data that matters most to your business.

What’s new

Previously, when you were configuring text-based settings like confirmation emails/SMS templates, meeting locations, or appointment titles, the personalization selector mainly showed predefined system fields (for example, contact details or appointment times).

With this update, user-created custom values are now available in the selector, so you can personalize appointment experiences and enrich leads using your own data fields.

What’s changed

When working in Calendar-related settings, you’ll now see improvements in the personalization dropdown:

A new Custom Values section appears in the selector
Custom values created in your account now show up inside the custom value selector
Use the search bar to quickly find the value you need

Why it matters

This update is most helpful if you rely on custom data points to run scheduling, routing, or intake steps.

Personalize reminders, confirmations, and appointment details using the fields you already track
Keep messaging consistent across Calendars and other areas of SMBcrm
Reduce setup time since you no longer need to manually copy and paste custom values

Improved Calendly Phone Number Importer for SMBcrm Contacts

Released January 6, 2026

Overview

SMBcrm now includes an improved phone number importer for Calendly appointments to help ensure contact phone details are captured correctly and saved to the right contact record.

If your invitee enters a phone number in the meeting location or submits it through a Calendly form question, SMBcrm can bring that number into the contact profile automatically or with a simple mapping choice, reducing manual cleanup after bookings.

What’s New

Automatic sync when the phone number is in the meeting location

If the invitee’s phone number is provided in the meeting location and there are no phone fields in the Calendly form, SMBcrm will automatically sync that number to the contact.

A mapping step when phone numbers come from Calendly form fields

When a phone number field exists in the Calendly form, SMBcrm will show a mapping screen so you can decide what should populate the contact’s phone number.

You can choose from:

Phone values coming from Calendly form fields
The location phone field (if it’s present)

You can also select:

Do not sync, if you don’t want any phone number mapped

This helps prevent the wrong number from being saved when multiple sources are available.

No interruptions when there are no phone fields

If the selected Calendly calendar has no phone number fields at all (not in the location and not in the form), SMBcrm will simply skip the phone sync step with no prompts or errors.

Note for shared calendars

For shared calendars, if any user updates the phone number sync option, that change will apply to all users connected to that calendar.

Why This Matters

Accurate phone capture from appointments helps teams follow up faster and keep records consistent, especially when contacts book across multiple calendars or team members.

Key benefits include:

More reliable syncing of phone numbers for phone-based meetings
Less manual copying from Calendly into contact records
Clear control over which phone source is used when multiple options exist

Workflows: Clearer AI Actions and Conversation AI Category

Released January 6, 2026

What’s New in SMBcrm Workflows

We’ve renamed and reorganized AI-related workflow actions to make them easier to find, understand, and use.

AI Actions category (updated names)

All AI-powered actions previously grouped under the “Workflow AI” category are now consolidated under a clearer “AI Actions” category, with simplified names:

AI Translate (formerly “Workflow AI - Translate content”)
AI Summarize (formerly “Workflow AI - Summarize Text”)
AI Intent Detection (formerly “Workflow AI - Intent Detection”)
AI Decision Maker (formerly “Workflow AI - Decision Maker”)

Conversation AI category (new grouping)

Workflow actions that were previously labeled as “AI Actions” but relate specifically to conversation-focused AI have been moved into a dedicated Conversation AI category for better organization.

Why This Update Was Made

As more AI capabilities have been added to workflows, it became harder to tell which AI actions applied to general workflow automation versus conversation-focused AI tools. This update improves the “mental model” inside the workflow builder by separating these functions into clearer categories with more direct names.

The goal is simple: less time searching through action lists and fewer mistakes when selecting the right AI tool for a workflow step.

What You Need to Know

No action is required on your part
Existing workflows will continue to run normally
Only action names and categories have changed to improve clarity and navigation

Released January 8, 2026

You can now customize the default “Please share your contact details” prompt shown in the SMBcrm Chat Widget. This update adds two separate, editable message fields so you can control how contact details are requested in both automated and agent-initiated moments.

This applies to:

Live Chat
All-in-One (Live Chat)

How It Works

Contact Form Intro Message (Auto Prompt)

In the Chat Widget builder, go to the left panel under the Chat Window tab to find Contact Form Intro Message (Auto Prompt).

Visible only when Enable Contact Form is turned ON
Shown automatically before the contact form appears in the chat widget
Default text: “Please share your contact details”
If left blank, the widget skips the message and renders the contact form immediately

Contact Form System Message (Agent-Triggered)

Also in the Chat Widget builder (left panel under the Chat Window tab), you’ll see Contact Form System Message (Agent-Triggered).

Always visible in the builder (even if the contact form toggle is OFF)
Shown when an agent clicks Request Contact Details from the Conversations panel
Default text: “Please share your contact details”
If left blank, the widget skips the message and shows the contact form immediately

Why It Matters

This change is mainly about clarity and consistency in customer conversations:

Reduces confusion caused by a one-size-fits-all system prompt
Helps your chat experience match your brand voice and tone
Can improve visitor trust when asking for personal information
Lowers the odds of support issues tied to unexpected or unclear contact prompts

Notes and Behavior Details

When “Enable Contact Form” is OFF

Only the Contact Form System Message is used (agent-triggered flow)

When “Enable Contact Form” is ON

Visitors see the Contact Form Intro Message automatically
Agents can still request contact details manually using the agent-triggered system message

Leaving either field blank

The widget skips the prompt and shows the contact form directly

Dynamic Sender Field Assignment in Documents Workflows

Released January 8, 2026

You can now assign certain fillable fields in your Documents & Contracts templates dynamically, based on the workflow’s From user setting. This helps ensure the right person is assigned to sign (or complete) sender-based fields automatically when a workflow sends a document.

This is especially helpful for teams where multiple reps use the same contract template and need signing fields to match whoever is sending the document at that moment.

Why This Matters

When the same contract template is used across different reps, a common issue is that the “sender” signer field doesn’t update reliably and the document goes out with the wrong signer assigned.

With this update, you can:

Keep one standard template while still assigning signer fields correctly per workflow sender
Reduce manual edits and re-sends
Support smoother sales, onboarding, and handoff workflows in shared pipelines

How to Set It Up

Step 1: Create a Template with a Sender Field

Go to Payments → Documents & Contracts → Templates
Click New and open the template editor
Add a Signature (or another fillable field)
Set To be signed by → Sender
Save the template

Step 2: Use the Template in a Workflow

Open Workflows and add the action Send Documents & Contracts
Select the From User (this controls the sending credentials)
Choose your template that includes Sender fields (the system will detect these fields)
Under Assign Sender Fields To, select one of the following:
- From User: if the signer should be the workflow sender
- Template Owner: if the signer should be the user who last updated the template
Choose your sending mode and channel (Email or Direct)
Save and publish the workflow

The system will automatically check and assign the Sender field correctly before sending.

Best Fit Use Cases

Sales teams with multiple reps

Route contracts from different pipeline owners while keeping one standardized template.

Onboarding handoffs

If account ownership changes mid-process, documents can still reflect the right sender automatically.

Multi-user teams and agencies

Reduce template duplication and keep document management cleaner across accounts.

Enhanced Form Tracking with Custom Field Capture

Released January 8, 2026

Overview

Form tracking in SMBcrm now captures more than just basic contact details like name and email.

External tracking has been enhanced to detect, capture, and map custom fields from both SMBcrm-hosted forms and standard HTML forms, with improved field-level accuracy. This helps you collect the information you actually ask for on your forms and use it more reliably in follow-ups and reporting.

What’s New: Custom Field Capture

You can now capture a wider range of custom field types, including:

Single-line and multi-line text fields
Dropdowns (single-select and multi-select)
Checkboxes and radio buttons
Ratings and scores
Number, monetary, and date picker fields
File uploads and signatures (metadata only)
Source, captcha, and boolean fields

When fields are captured

Fields are captured only when they:

Are visible on the form
Have a valid name attribute

This keeps data cleaner and reduces the chance of collecting unintended or non-user-entered values.

Smarter Field Mapping

Captured custom fields are mapped using a consistent priority order:

Field name matches an existing system property or a custom field key
Field label matches a custom field display name
Field name matches label text (case-insensitive)

If no match is found, the field is stored as unmapped_field, making it easier to spot which fields need attention so your data lands where you expect.

Better Data Handling for More Reliable Automation

Captured fields are stored with awareness of their data type, including:

Text, number, and choice-based fields
Single-select vs multi-select values
Metadata-only handling for file uploads and signatures

This helps ensure your downstream automations and workflows can use the captured data consistently. If you’re using automations to route leads, personalize messages, or qualify requests, cleaner field capture typically means fewer edge cases and manual fixes.

Important Notes

Hidden or disabled fields are not captured (unless explicitly configured)
Third-party widgets or iframe-based inputs are supported only if the value is visible in the DOM and has a name attribute
File uploads and signatures capture metadata only; files are not stored

Next Steps

Review your public-facing forms to confirm key fields are visible and use meaningful name attributes
Submit a test entry and confirm captured fields are mapping correctly
If you see unmapped_field, update field names/labels to align with your CRM field setup

Admins Can Reassign CRM Contacts Between Affiliates

Released January 9, 2026

Admins can now reassign the CRM contact linked to an affiliate when duplicate contact records (with the same email address) exist across products. This helps ensure each affiliate is connected to the correct CRM contact.

This helps ensure each affiliate is connected to the correct CRM contact, improving reporting accuracy, attribution, and downstream automations.

What’s New

A new admin option to reassign the CRM contact ID associated with an affiliate
The ability to choose the correct CRM contact when multiple contacts share the same email across products
Automatic updates to affiliate-to-contact linkage to keep tracking and reporting accurate
Guardrails to help prevent broken links or inconsistent affiliate mappings

Why This Matters

Duplicate contacts happen, especially when the same email address exists in more than one product area (including Affiliate tools). When that occurs, an affiliate can end up mapped to the wrong CRM contact record, which may lead to:

Reporting discrepancies and attribution issues
Automation and workflow failures tied to the wrong contact
Extra manual cleanup and support requests

With this update, admins can resolve these conflicts directly by reassociating the affiliate with the correct CRM contact, reducing mismatches and keeping your data more reliable.

Additional Notes

This update currently supports scenarios where multiple CRM contacts share the same email address across products
Bulk reassignment and more advanced management options may be added in future updates

Recommended Next Step

If you manage affiliates, consider reviewing any known duplicate-contact scenarios and confirming affiliates are attached to the correct CRM contact record before running important campaigns, workflows, or payout reporting.

Clone Lessons, Quizzes, Assignments in Courses Builder

Released January 9, 2026

Creating multiple lessons, quizzes, and assignments that follow the same structure can be time-consuming. To reduce repetitive setup, SMBcrm now supports content cloning in the New Courses Builder, letting you duplicate course items in seconds.

With cloning, you can instantly copy Lessons, Quizzes, and Assignments, including associated content and assets, then edit the new item right away.

What’s Included

Where you can clone content

You can clone course items from two places in the New Courses Builder:

Course Outline View

Each Lesson, Quiz, and Assignment row now includes a Clone option.

The Clone option is also available from the sidebar overview inside the editor modal.

What happens when you confirm a clone

After you confirm:

A cloned item is created adjacent to the original
A progress modal displays while cloning runs
Typical completion time is around 1 to 2 seconds

What gets duplicated

Cloning duplicates the key components you’d expect, including:

Videos and all attached media
Thumbnails (lesson-level and media-level)
Descriptions and content body with the original formatting preserved
Quiz questions
Assignment materials

Impact for Course Creators

This update is designed to make course building more efficient and consistent:

Speeds up course creation by eliminating repetitive configuration
Makes it easier to reuse repeatable structures across modules (for example, recurring quizzes or weekly assignments)
Keeps the original item unchanged, while the cloned item is immediately editable

If you’re building standardized course modules or rolling out similar lessons across different sections, cloning can help you move faster without starting from scratch each time.

What’s Next

A future improvement planned for the New Courses Builder is extending cloning across courses, so you can import content from one course into another to streamline building and reusing your best materials.

Released January 9, 2026

Managing a community is easier when members only see what matters most. With this update, community admins can choose which navigation tabs appear in a community’s top menu, so the experience matches how you want members to participate.

What’s New: Tab Customization for Community Admins

Community admins can now enable or disable select navigation tabs from within the community settings. This helps you simplify navigation, reduce distractions, and keep members focused on the areas you actively use.

Six Community Tabs (You Choose What’s Visible)

Communities support six navigation tabs:

Discussion (always on)
Learning (courses and learning content)
Events (upcoming and past events)
Leaderboard (top contributors and engagement rankings)
Members (community member directory)
About (always on)

Core Tabs Stay Enabled

To keep communities functional and easy to understand, Discussion and About are mandatory and cannot be disabled.

The remaining tabs can be toggled on or off and will be instantly hidden from the navigation for all members in that community.

How to Enable or Disable Tabs

By default, all tabs are enabled for every community.

Steps

1) Open tab visibility settings

Go to Community → Settings → Show/Hide Tabs

2) Toggle tabs on or off

Turn individual tabs on or off based on your community’s needs.

3) Changes apply immediately

Updates take effect right away for all community members.

Practical Ways to Use This

Keep your community focused

If you’re primarily running conversations, you can hide tabs like Learning or Events until you’re ready to use them.

Simplify new member onboarding

Reducing visible tabs can make it easier for new members to find the right place to start and participate.

Match the community to your program

Different communities have different goals. This lets you tailor navigation for a coaching program, customer community, internal group, or event-based membership.

Native WhatsApp Voice Notes With In App Transcriptions

Released January 9, 2026

Outbound WhatsApp voice notes sent from the SMBcrm Conversations inbox are now delivered as native WhatsApp voice messages instead of downloadable audio attachments. This reduces friction for your customers and makes voice messaging feel more like a standard WhatsApp conversation.

What’s included in this update

With this change:

Voice notes are auto-downloaded and playable instantly inside WhatsApp
Customers can view voice message transcriptions directly in WhatsApp (when enabled in their WhatsApp settings)
Your outbound voice messaging experience aligns with WhatsApp’s native capabilities

What changed and why it matters

Previously, voice notes sent through the Conversations inbox were delivered as audio attachments. That meant customers had to manually download and open the file before they could listen.

Now:

Voice notes are sent in WhatsApp’s native voice note format
They play inline, just like voice messages sent from the WhatsApp app
WhatsApp’s built-in voice transcription feature is supported

For teams using WhatsApp to talk with leads and customers, this can help with:

Higher engagement: people are more likely to listen (or read) when it plays instantly
Better accessibility: customers can read a transcript instead of listening
Better clarity: transcripts help when someone is in a noisy environment or can’t play audio
More natural conversations: voice notes feel personal without adding extra steps

How it works

Outbound WhatsApp voice notes from SMBcrm are now sent in OGG format
This format is compatible with WhatsApp’s native voice message transcription
If the recipient has voice transcripts enabled, they’ll see a Transcribe option directly on the voice note
No changes are required in SMBcrm for this to work. It applies automatically to outbound voice notes sent from Conversations

How customers enable voice transcripts in WhatsApp

If you want to see transcriptions, you must enable the feature inside WhatsApp.

Steps for recipients:

Open WhatsApp on a mobile device
Go to Settings → Chats
Tap Voice message transcripts
Select Manually (tap Transcribe when needed)
Choose a preferred Transcript Language
Return to the chat and tap Transcribe on any supported voice note

Note: If this setting is turned off or set to Never, transcripts will not appear.

Impact for your team

Native WhatsApp voice notes instead of downloadable audio attachments
Faster playback for customers, with optional transcription
Improved accessibility, clarity, and message comprehension
A more seamless WhatsApp messaging experience for your business

Upgraded AI Model for SMBcrm Workflow AI Actions

Released January 9, 2026

We’ve upgraded the underlying AI model that powers all AI Actions in SMBcrm Workflows. This improvement delivers more consistent, higher-quality outputs.

This is an under-the-hood improvement designed to generate more consistent, higher-quality outputs across the AI actions you already use.

What’s Improved in Workflow AI Actions

AI Translate

Translations are now more natural and better at preserving tone and context, which helps when you’re communicating with leads and customers across languages without losing meaning.

AI Summarize

Summaries are sharper and do a better job capturing key details without stripping out important nuance, making it easier to review conversations, notes, and longer messages quickly.

AI Intent Detection

Intent detection is now more accurate when requests are complex or nuanced, helping you route conversations, trigger the right follow-ups, and reduce misclassification.

AI Decision Maker

Decision-making is improved for more complex scenarios, which can help workflows make better choices when multiple conditions, inputs, or ambiguous phrasing are involved.

What This Means for Your Account

No configuration changes are needed. Your existing workflows automatically benefit from the upgraded AI model.

You should notice:

More reliable outputs from AI actions
Fewer edge-case errors
Better overall quality and consistency across workflow steps that rely on AI

Cleaner Submission PDFs and New Email Attachments

Released January 13, 2026

Overview

We’ve improved how form, survey, and quiz submissions are viewed, downloaded, and shared inside SMBcrm. This update introduces a cleaner submission PDF layout, clearer PDF download choices (new vs legacy), and new controls for attaching PDFs to notification emails. Quiz results can now also be sent via email as a PDF attachment.

What’s New

New submission layout for forms

Form submission views have an updated layout designed for better readability and more consistent formatting. It’s optimized for both on-screen viewing and PDF generation, which helps when you need to save or share submission details with teammates or clients.

PDF download options: New vs legacy

When downloading a submission as a PDF, you can now choose between two formats using a dropdown selector:

New PDF layout (improved formatting)
Legacy PDF layout (previous format)

This is available directly from submission views, making it easier to pick the output that best matches your workflow or documentation requirements.

Email notifications: PDF attachments for forms, surveys, and quizzes

Notification settings now include a new “Send attachment” option. When enabled:

Submission details are automatically generated as a PDF
The PDF is attached to notification emails
Supported across forms, surveys, and quizzes

For quizzes, notifications now support two separate PDF attachment options, giving you more control over what recipients receive:

Send Quiz Submissions as a PDF
Send Quiz Results as a PDF

This makes it easier to share outcomes with students, applicants, or internal reviewers without asking them to log in to view results.

Why this matters

PDF attachments reduce back-and-forth and make it simpler to archive key submissions for compliance, client review, or internal documentation.

Cleaner PDFs that are easier to scan

The updated layout improves readability, especially when submissions include multiple fields and longer responses.

More control over what gets emailed

Choose whether emails include submissions, results, or both, depending on who the notification is intended for and what they need to see.

Contact Detail Page Redesign with New Tag Creation

Released January 13, 2026

We’ve rolled out a refreshed Contact Detail Page designed to improve clarity and make key actions easier to find. This update focuses on better visual contrast, improved organization, and smoother access to commonly used features. The underlying functionality of the page remains the same.

A helpful addition: you can now create new tags directly from the contact card.

What Changed in the New Contact Detail UI

Improved color contrast and readability

Input fields are now darker so they stand out more clearly from field labels. This makes scanning and editing contact information easier, especially when working quickly across many records.

Empty fields now display consistently

Fields without data now show double dashes to clearly indicate “no value.” Field styling was also adjusted so field values are easier to read against labels.

Folders are easier to distinguish

Folders now include a gray background so you can quickly tell the difference between standard fields and grouped sections.

Opportunities moved under Actions

Opportunities are now located under Actions, based on frequent user feedback. This streamlines the workflow when you need to view or add an opportunity with fewer clicks and less searching. The entire card is now clickable, which helps reduce time spent navigating.

Tags area is cleaner and more flexible

The tag popup is wider and cleaner, making tags easier to view in full. You can also expand and collapse the tags section as needed.

Engagement score is more visible

The engagement score now appears next to the contact name in the contact card. Clicking the score opens the engagement score section.

Additional phone and email moved into the Contact folder

Adding extra phone numbers and email addresses is now housed inside the Contact folder, so you don’t have to hunt through folder names to find it.

Delete contact is easier to find

To reduce friction, the previous three-dot menu has been replaced with a dedicated delete icon on the contact card.

New Templates for Websites, Funnels, Emails, and Ads

Released January 13, 2026

We’ve added a fresh set of ready-to-use templates to help you launch faster and keep your marketing consistent across channels. Whether you’re building a new website, publishing a sales funnel, sending an email campaign, or spinning up ads, these templates are designed to save time while giving you a professional starting point you can fully customize.

If you’re looking to standardize your marketing assets across your team or across multiple accounts, these additions can help you move from idea to launch with fewer steps.

What’s Included in This Template Release

New website templates (3)

Home Services: 1
Other: 1
Marketing Agency: 1

New funnel templates (1)

Marketing Agency: 1

New email templates (1)

Beauty & Fashion: 1

New form templates (1)

Health & Wellness: 1

New survey templates (1)

Travel & Hospitality: 1

Automotive: 2
Legal: 2
Marketing Agency: 2
Real Estate Agency: 2
Restaurant & Bar: 2
Travel & Hospitality: 2

New Facebook ad templates (3)

Real Estate Agency: 1
Restaurant & Bar: 1
Travel & Hospitality: 1

New Google ad templates (5)

Health & Wellness: Personal Fitness Trainer
Home Services: Pressure Washing Service
Insurance: Pet Health Plan
Legal: Immigration Law Firm
Marketing Agency: SaaS Platform

How to Get the Most Value from These Templates

Keep branding consistent across channels

Using coordinated templates for your website, emails, and ads can help your business present a more consistent brand experience from first click to conversion.

Launch campaigns faster

Templates reduce the amount of setup work required, which is especially helpful when you need to move quickly or test multiple offers.

Scale what works across accounts

If you manage multiple accounts, templates can help you replicate proven layouts and messaging patterns more efficiently.

Autosave Support for AI Builder Workflows

Released January 14, 2026

Autosave is now supported for workflows created and edited with AI Builder. When Autosave is turned on, newly generated AI workflows save automatically upon creation, and any future AI Builder edits continue saving in the background.

This update helps reduce the risk of losing progress if you forget to save manually, refresh your browser, or run into a brief connection issue.

How It Works

1) Enable Autosave in Workflow Settings

Turn on Autosave in your global workflow settings.

2) Create a Workflow with AI Builder

When you generate a workflow using AI Builder, it will save automatically as soon as it’s created.

3) Keep Editing Without Manual Saves

Any subsequent changes you make through AI Builder will continue saving automatically in the background.

Why This Matters

Autosave makes it easier to work quickly with AI Builder while keeping your workflow edits protected. It’s especially useful when you’re iterating on workflow logic, testing variations, or moving fast between ideas without wanting to stop and click Save each time.

Workflow AI Assistant Skips Unneeded KB Searches

Released January 14, 2026

We’ve improved the Workflow AI Assistant so it can better recognize when a knowledge base search is actually needed and when it isn’t.

What’s new

The AI Assistant now skips unnecessary knowledge base lookups in two common situations:

1) Simple conversational messages

If you send quick messages like “Hi,” “Hello,” or “Thanks,” the assistant will respond without running a knowledge base search in the background.

2) Workflow analysis requests

If you ask questions like “Analyze my workflow” or “Explain this workflow,” the assistant will use the workflow context you’re already viewing rather than searching external documentation.

Instead of searching on every message, the assistant now only triggers a knowledge base lookup when your message includes meaningful content that’s likely to benefit from it.

Why this matters

This update reduces waiting for searches that don’t add value, which means:

Faster responses for simple interactions
Quicker workflow analysis and explanations
A more efficient experience when working inside workflows

Tips for getting the best results

If you want the assistant to pull from help documentation, include a specific question or keyword (for example, “How do I update a workflow trigger?”). If you’re asking for workflow feedback, mention what you want improved (for example, “Explain why this workflow might be sending duplicate messages.”)

Opportunity Changed Trigger Adds Field Change Operators

Released January 15, 2026

The Opportunity Changed trigger in SMBcrm workflows now supports event-based operators, which means you can trigger automation only when a specific opportunity field actually changes.

Previously, this trigger behaved more like a filter. If an opportunity matched your selected field value, the workflow could fire on any update to that opportunity even if the field you cared about didn’t change.

With this update, you can use Has Changed and Has Changed To to make workflow triggers more precise and reduce unnecessary runs.

New Operators for Standard Opportunity Fields

You can now apply Has Changed and Has Changed To to standard opportunity fields to trigger workflows based on real field changes.

New Operators for Custom Fields

The same event-based operators are also available for custom opportunity fields, giving you more control when your pipeline logic relies on custom data.

Why This Matters for Your Automations

This change helps prevent workflows from firing on unrelated updates.

For example, before this update, a trigger like Assigned To = John could fire anytime an opportunity assigned to John was updated, even if the update was just a note, tag change, or value edit.

Now you can use Assigned To Has Changed To John to trigger the workflow only when the opportunity is newly assigned to John, ignoring unrelated edits. The result is cleaner automation, fewer unintended actions, and more reliable reporting.

How to Use It

To use the updated behavior:

Go to your workflow and add or edit an Opportunity Changed trigger
Select the opportunity field you want to watch (standard or custom)
Choose one of the new operators:
- Has Changed
- Has Changed To

Compatibility Note

Existing workflows keep their current behavior and default to the prior Equals logic, so nothing breaks when this update rolls out.

New Engagement Metrics in Site Analytics

Released January 17, 2026

We’ve added new engagement metrics in Site Analytics to help you better understand how visitors interact with your site over a selected time period. These insights are designed to make it easier to spot trends, compare date ranges, and prioritize updates that improve engagement and conversions.

Average Time on Site

Average Time on Site shows the average amount of time users spend on your site during the selected date range (daily, weekly, or custom).

How it’s calculated

Total time spent by all users divided by the total number of sessions.

Why it’s useful

This metric helps indicate how long users typically stay engaged with your site over time, making it easier to gauge whether recent content, design, or funnel changes are improving overall engagement.

Average Session Duration

Average Session Duration displays the overall average time users spend per session across the selected date range.

How it’s calculated

The sum of all session durations divided by the total number of sessions.

Why it’s useful

Use this to measure general engagement across the site and to compare performance across time periods after launching a new page, offer, or content update.

Bounce Rate (Under 30 Seconds)

Bounce Rate (Under 30 Seconds) shows the percentage of sessions where users leave the site within the first 30 seconds after landing.

How it’s calculated

(Number of sessions that ended within 30 seconds ÷ total sessions) × 100.

Why it’s useful

This helps identify short-lived or low-engagement sessions, which can be caused by unmet expectations, slow load times, confusing navigation, or mismatch between ads and landing page content.

How to Find These Metrics in Site Analytics

Open Site Analytics in your SMBcrm account
Select the Average Time on Page view
Time spent is calculated per site visit
Data is aggregated and displayed as averages, medians, and trends

Why These Metrics Matter

These additions help you move from assumptions to clearer engagement signals across funnels, websites, and webinars.

Practical benefits

Identify strong and weak engagement points across key site experiences
Get clearer signals for content, UX, and design optimization
Reduce guesswork when improving retention and conversions
Make more data-backed decisions using real engagement behavior

Rich WhatsApp Media Messaging in Conversations Labs

Released January 17, 2026

WhatsApp conversations in SMBcrm now support richer, more reliable media messaging in the New Conversations UI (Labs). This update makes it easier to send media with added context, support more file types, and manage reusable assets directly from your conversations.

This release brings long-requested WhatsApp capabilities directly into your CRM, helping your team share files more smoothly without jumping between tools.

What’s New

Send WhatsApp media with captions

You can now add captions to WhatsApp media messages when sending files. This works when you:

Upload files directly from the conversation composer
Attach files from Media Storage

If you send multiple attachments at once, the message text you type is automatically applied as the caption, helping recipients understand what they’re receiving and why it matters.

Full WhatsApp-supported file types

WhatsApp conversations now support all file formats allowed by the WhatsApp Business API, including commonly requested document types.

Supported file types and limits include:

Images: PNG, JPG, JPEG (up to 5MB)
Videos: MP4, 3GP (up to 16MB)
Audio: AAC, AMR, MP3, M4A (up to 16MB)
Documents: TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (up to 100MB)

This removes prior limitations where certain file types could not be shared through WhatsApp.

Media Storage is available inside WhatsApp conversations

You can now browse and attach files from Media Storage directly inside a WhatsApp chat.

This helps you:

Reuse existing assets without re-uploading
Preserve original filenames for a more professional customer experience
Send unlimited attachments from Media Storage

Keep important media from expiring with Add to Documents compatibility

WhatsApp media can expire over time. With this update, WhatsApp attachments remain compatible with Add to Documents so you can store important files, images, and customer assets inside the CRM for long-term access.

Improved reliability and stability

Alongside new capabilities, several day-to-day messaging issues have been fixed, including:

Media no longer duplicates when replying
Document thumbnails now display correctly
Text and attachments send as a single clean message
Filenames no longer appear as “Untitled” to customers
Improved composer layout when sending links and attachments together

How This Helps Your Business

Clearer customer communication

Captions help your team explain what a file is and what the customer should do next, which can reduce confusion and follow-up questions. This is especially useful for proposals, invoices, onboarding documents, and previews.

Faster sales and support workflows

Sharing videos, presentations, spreadsheets, and documents directly inside WhatsApp makes it easier to keep momentum in conversations and reduce delays caused by switching tools.

More consistency with reusable assets

By pulling approved collateral from Media Storage, teams can respond faster and keep messaging consistent, without repeated uploads or sending outdated files.

Fewer errors and failed sends

Expanded file support reduces “try again” moments caused by file format restrictions, helping customer interactions stay smooth.

Availability

Available in New Conversations UI (Labs)

This update is available through the New Conversations UI (Labs).

Updated URL Redirect Setup with External Domains

Released January 17, 2026

What’s New in SMBcrm URL Redirects

We’ve rolled out a refreshed URL Redirect experience in SMBcrm with a cleaner, more intuitive setup flow for managing 301 redirects. This update also adds support for redirecting an entire domain to an external domain that is not connected to your account.

This is a UI/UX and capability update designed to make redirects easier to create, easier to understand, and less error-prone for day-to-day site management.

How the Updated URL Redirect Setup Works

Refreshed, guided redirect setup

You can now choose a source domain and then select whether you want to redirect:

A specific path (like /about)
The entire domain

The guided popup flow is designed to reduce guesswork and help you configure the correct redirect type from the start.

Smarter target options for entire-domain redirects

When redirecting the entire domain, you can set the destination to:

An existing connected domain
A custom domain (external), which lets you redirect to a domain that is not connected to your account

When “Custom Domain” is selected, a new field appears to enter a valid domain or subdomain, such as example.com or sub.example.com. Note that paths like /about are not accepted for full domain targets.

More destination choices for redirects

Depending on the redirect type, destinations can include:

Custom URL (for specific paths)
Funnel step
Website page

Live previews to reduce mistakes

Dynamic previews show how the redirect will behave before you save it, helping you confirm that both the source and destination are correct.

Safer editing after creation

After a redirect is created, only the target values can be edited. The source settings are locked to prevent accidental changes that could break traffic, campaigns, or SEO.

Inline validation and error handling

The new interface includes real-time checks to help catch issues early, including:

Invalid URL or domain formats
Duplicate redirects
Unsupported inputs

Why This Matters

This update makes it easier for teams to manage redirects without developer support, especially when:

Migrating to a new website
Consolidating domains
Redirecting old branded domains to a new external destination
Cleaning up and maintaining SEO-friendly 301 redirects

By improving the setup flow, adding live previews, and introducing stronger validation, SMBcrm helps reduce configuration errors that can impact visitors and search rankings.

Important Notes

All existing redirects will continue working as they do today
This update is available to all accounts by default with no manual enablement required

Released January 18, 2026

We’ve added a fresh set of ready-to-use templates to help you launch faster and keep your marketing consistent across channels. Whether you’re building a website, publishing a sales funnel, sending an email campaign, or spinning up ads, these templates are designed to reduce setup time while still giving you full control to customize branding, copy, and layout.

If you’re looking to move quicker from idea to launch, these templates can help standardize your workflow and keep your customer experience polished across touchpoints.

What’s Included in This Template Drop

New website templates (3)

Beauty & Fashion: 1
Real Estate: 1
Travel & Hospitality: 1

New store templates (1)

Fitness Equipment: 1

New funnel templates (1)

Marketing Agency: 1

New email templates (1)

Business Coaching & Consulting: 1

New form templates (1)

Travel & Hospitality: 1

New survey templates (1)

Automotive: 1

Beauty & Fashion: 2
Business Coaching & Consulting: 2
Home Services: 2
Insurance: 2

New Facebook ad templates (5)

Finance: 1
Creative: 1
Beauty & Fashion: 1
Automotive: 1
Business Coaching & Consulting: 1

New Google ad templates (5)

Medical: Mental Health Care Services
Other: Local Church
Real Estate: Architecture Firm
Restaurant & Bar: Craft Brewery
Travel & Hospitality: Short-term Rentals

How to Get the Most Value from These Templates

Keep your branding consistent across channels

Using related templates (for example, website plus forms plus ads) can help your audience recognize your brand faster and reduce friction as leads move from click to conversion.

Launch faster with a solid starting point

Even if you plan to customize heavily, starting from a proven layout can save time and reduce “blank page” work.

Pair templates with your existing automations

Templates are a great match for lead capture and nurture flows, especially when you connect them to your follow-up sequences and pipeline stages.

Local Marketing Audits: Configurable and Repeatable

Released January 20, 2026

Local Marketing Audits in SMBcrm Reporting have received a major upgrade. Audits are no longer just one-time reports. They’re now designed to be configurable, repeatable, and trackable over time, so you can build a clearer story of performance and make better decisions without recreating reports from scratch.

What’s New in Local Marketing Audits

Review and Select Business Details and Google Business Profile Before Your First Audit

Accurate business details are essential for meaningful audit results. Before running your first audit, you can now review and confirm the key inputs used to generate your report.

Key improvements include:

Business Name, Address, Phone, and Website are automatically pulled into the account
You can review and edit these details before running the audit
If a Google Business Profile is already connected, you can select it
If not, you can enable a toggle to search Google Maps and choose the correct profile from the list

This helps ensure your audits start with accurate business information and the correct Google profile from day one.

Refresh Your Audit Anytime

When your website, listings, tracking setup, or Google profile changes, you can refresh the audit instantly.

No waiting period
No restrictions
No need to recreate the report

This makes it easier to get an up-to-date view of your online presence whenever you need it.

Full Report History with an Interactive Timeline (Up to 12 Months)

Audits are no longer static snapshots. SMBcrm now stores previous audit reports for up to 12 months, so you can review progress over time.

With the interactive report timeline, you can:

Click a date to open an older report
Hover to preview a summary card with key metrics
Compare scores and sections across time periods

This is especially helpful for tracking improvements, spotting trends, and supporting reporting conversations with stakeholders.

Export Audit PDFs in Multiple Languages

Sharing audits is now more flexible for multilingual teams and audiences.

Export your audit as a PDF in multiple languages
Choose the language directly from the export dropdown
Your account language stays unchanged

Centralized Audit Settings That Apply Going Forward

From the three-dot menu and Settings, you can now control how future audits behave, without altering historical reports.

Business Details

Update the Name, Address, Phone, Website, or Google Business Profile used for audit generation

Report Generation

Choose how often reports run: Monthly, Quarterly, or Manual only
Enable or disable email delivery for reports

Report Sections

Decide which audit sections are included
Reorder sections to match your priorities
Changes apply to future reports only

Why This Update Matters

These improvements are designed to make audits more useful in day-to-day operations:

Start audits with correct business data and the right Google profile
Refresh insights anytime without extra steps
Track performance visually over time with report history
Share polished reports in multiple languages
Control what gets audited and how often without rebuilding reports

Availability and Notes

These improvements are live now for Local Marketing Audits available inside Reporting for accounts.

Please note: these changes apply to Audit Reports in Reporting and do not apply to audit-style reports run via prospecting tools.

Publisher Listing Force Sync for Priority Updates

Released January 20, 2026

Keeping your business information consistent across online publishers can sometimes take longer than expected, especially when a change gets stuck in a publisher’s queue. To help with that, SMBcrm now includes Force Sync for business listings, giving you a way to manually prioritize listing updates when timing matters.

Overview: What Force Sync Does

Force Sync lets you request a manual, priority sync for a listing update. If a business listing update has been delayed for an extended period, Force Sync signals the listings system to prioritize the update process, helping move it forward sooner than it might through standard processing.

Key Features

Manual synchronization control

When an update appears delayed, you can initiate a Force Sync request rather than waiting for the next standard sync cycle.

Force Sync availability by integration type

Force Sync can be available at different levels depending on your listings setup:

Entity level sync

Request a Force Sync to update the entity across publishers.

Publisher level sync

Request a Force Sync for a specific publisher only (when supported).

How to Request a Force Sync

Navigate to the Listings tab and select the entity
Choose your sync scope
Entity Level: Sync with all publishers (for example, Bing, Google, Apple Maps)
Publisher Level: Sync with a selected publisher only
Click Request Force Sync
Confirm the action
Receive an instant confirmation notification

Benefits for SMBcrm Users

Prioritizes delayed listing updates

Force Sync pushes your listing update higher in the publisher’s processing queue, which is especially helpful when an update has been sitting too long.

Helps unblock “stuck” changes

If a listing update seems stalled, Force Sync provides a direct way to flag it for priority processing.

Sets expectations on timing

Force Sync prioritizes syncing, but exact timing can still vary by publisher and their processing rules.

Why This Matters for Your Team and Your Clients

Faster processing when it counts

Instead of waiting weeks in edge cases, you can proactively request priority syncing for delayed updates.

More control over urgent updates

If you’re managing time-sensitive changes like business hours, address updates, or rebrands, Force Sync gives you a practical lever to pull.

Reduced back-and-forth on listing delays

When clients ask why an update hasn’t gone live yet, you have a concrete action you can take to help move it along.

Quiz Results CTA: Tier Defaults and Button Visibility

Released January 20, 2026

We’ve updated the CTA section on the Quiz Results Page to make setup faster and more consistent, especially for quizzes that use multiple tiers like Low, Medium, and High. The goal is to reduce repetitive configuration work while giving you more control over how results are presented to quiz takers.

Default values by tier (faster setup for multi-tier quizzes)

When you configure a CTA for the first tier in a category (for example, the Low tier), SMBcrm will automatically use those values as defaults for the remaining tiers (Medium and High) in the same category.

This includes:

Section Content
CTA Name
CTA Link

This helps you build tiered quiz results quickly without re-entering the same CTA details multiple times.

Smarter display logic for cleaner quiz results

You can now intentionally show results content without displaying a CTA button.

If the CTA Name or CTA Link is left blank for a tier:

The CTA button will be hidden
The tier content will still display

This is useful when you only want a CTA for specific outcomes (for example, showing a booking link for High intent results but keeping Low intent results informational only).

Applies to new and existing quizzes (with one important note)

New quizzes

All newly created quizzes will use this behavior by default.

Existing quizzes

These enhancements will apply after the quiz is re-saved in the builder. If you want an older quiz to use the new CTA behavior, open it and save it again.

How it works in the quiz builder

Configure the CTA for the first tier in a category (example: Low)
The CTA Name and CTA Link auto-fill as defaults for other tiers in that category
If you leave the CTA Name or CTA Link blank in any tier, the CTA button will not appear for that tier
For older quizzes, re-save the quiz to apply the enhancements

Practical benefit for SMBcrm users

These improvements reduce setup friction for multi-tier quizzes and help you control when a CTA should appear based on the user’s result. That means less repetitive work for your team and a cleaner, more intentional experience for leads on the results page.

Refreshed Contacts List View and SmartLists 2.0

Released January 20, 2026

Overview

The Contacts experience in SMBcrm has been refreshed with a revamped List View and the full launch of SmartLists 2.0 for all customers (now out of beta).

This update brings sorting, field management, and advanced filtering into one more unified workflow, while also improving overall performance. SmartList sharing has also been redesigned to give you more control over who can view or edit lists.

What’s New in the Contacts List View

A cleaner, more consistent list experience

The updated Contacts List View introduces a more user-friendly interface and a layout that aligns better with other CRM pages, so it feels familiar as you move between areas of SMBcrm.

Faster load times

The Contacts list page now loads noticeably faster than the previous experience, helping you get to the right record or segment more quickly.

Easier column management

You can now find and organize fields faster with improved column controls, including quick search and drag-and-drop reordering.

SmartLists 2.0 brings key tools together into a single, streamlined flow:

Sorting
Manage Fields
Advanced Filters
Upgraded Sharing and Permissions (more precise control over who can view or edit SmartLists)

Advanced filter builder with AND/OR logic

The new filter builder supports AND/OR logic, making it easier to create more accurate segments for outreach, pipeline work, reporting, or internal handoffs.

SmartList sharing has been reworked so you can decide, per SmartList, who can:

View the SmartList
Edit the SmartList

This is especially helpful for teams that want standardized lists (like “New Leads This Week” or “No-Response Follow-Up”) while still controlling who can modify the logic behind them.

How to Use the New Contacts List View and SmartLists

Go to Contacts > SmartLists to access the updated experience.
Create or update SmartLists using Advanced Filters with AND/OR logic.
Customize your view by adding, removing, or rearranging fields using Manage Fields.
Share SmartLists with your team from Sharing & Permissions, assigning view or edit access as needed.

Why This Matters

Less time spent configuring list views

By consolidating sorting, field management, and advanced filters into one workflow, it’s quicker to build and maintain lists that match how your team actually works.

Better consistency across the CRM

The refreshed design brings a more consistent experience across SMBcrm, reducing friction when switching between CRM areas.

What’s Next

Upcoming improvements are expected to focus on:

Adding more operators in advanced filters to improve efficiency
Increasing consistency among operators of the same type

Revamped Integrations Page Now in Labs

Released January 20, 2026

We’ve revamped the Integrations page in SMBcrm to make it faster, cleaner, and more consistent. The updated experience uses a structured, card-based layout designed to reduce UI inconsistencies over time, while also improving performance and reliability behind the scenes.

If you regularly connect and manage integrations for your account, this update is meant to make those tasks easier to find, quicker to complete, and safer to manage.

How to enable the revamped Integrations page

This update is currently available as a Labs toggle:

Enable path

Settings → Labs → Toggle on “Revamped Integration Page”

If you manage multiple accounts, you can enable it per account as needed.

What’s new on the Integrations page

New card-based layout with clearer actions

Each integration now follows a consistent card layout with a single primary call to action. You’ll also see a dedicated 3-dot menu for common integration options, such as support documentation, troubleshooting, disconnect, settings, and features like form mapping where applicable.

Core actions are now standardized

You’ll typically see two primary actions across integrations:

Connect

Start a new connection.

Manage

Go to the relevant product page or manage connected accounts.

Additional enhancements you’ll notice

Search functionality to quickly find the integration you need
Consistent modal layouts across integrations for a more predictable experience
Standardized logos, descriptions, and error messages

Safer connection management

Per-account and per-integration disconnect options with confirmations to help prevent accidental disconnects
Connection-level and integration-level error notifications where applicable

More consistent access and support options

Role-based access control aligned across native integrations
A grey-label support document option for each integration directly from the page

Performance and technical improvements (behind the scenes)

This revamp also includes technical improvements that help the page load faster and stay more scalable over time:

Reduced unused JavaScript payload by approximately 50% (8.4 MiB → 4.1 MiB)
Improved accessibility score from 77 → 90
Significantly reduced Workflow app load times
Improved Lighthouse performance score by 40%
Expanded frontend language translation coverage
API-level improvements for reliability and native-like integration behavior
Updated design system adoption to reduce legacy UI inconsistencies

Why this matters

The previous Integrations page could become inconsistent as new integrations and features were added. This update improves discoverability, reduces UI variation, and provides a more stable foundation for future integration updates, especially for teams managing multiple connections.

Released January 20, 2026

Managing a consistent posting schedule is easier with the latest Social Planner improvements to Category Queues. You can now edit, reorder, reschedule, and visualize queues without having to rebuild them from scratch. This is especially helpful for teams managing multiple brands, seasonal campaigns, and frequently changing content calendars.

What’s New in Category Queues

Edit Category Queues (No More Rebuilding)

You can now update an existing Category Queue and fine-tune what’s already scheduled.

Editable fields include:

Post caption (and related sub-fields)
Posting frequency
Queue timeslots
Post order with drag-and-drop reordering

Note: Rescheduling a single post within a queue is not supported. Changes are designed to be applied at the queue level.

New Calendar View for Queues

Category Queues now include a dedicated calendar view, making it easier to understand your posting plan at a glance.

Available views:

Weekly view
Monthly view

This is useful for quickly spotting gaps, overlaps, or heavy posting days before they become a problem.

Reschedule an Entire Queue in One Step

Need to shift a campaign launch date or restart a content rotation? You can now move the entire queue to a new start date.

Rescheduling includes:

A date picker modal to choose the new start date
Smart auto-assignment that follows your existing frequency rules
A confirmation step before applying changes

Queue Preference: Control Where New Posts Land

You now have more control over how new posts are added to a queue.

When adding new posts to a queue:

Prioritize New Content enabled: new posts go to the top of the queue
Prioritize New Content disabled: new posts go to the end and follow the existing schedule
Enable Future Queuing: new posts created within a category are automatically added to its queue

This helps teams keep urgent announcements near the front while still maintaining long-term planning.

Add to Queue From the Post Composer

When creating a post, you can now add it to a queue directly from the Composer:

Choose an existing category to append the post to that queue
Create a new category to automatically create a new queue

This reduces the steps needed to get content into the right workflow.

Why This Matters

These updates are designed to reduce operational friction and make Social Planner workflows more practical for real-world teams. Benefits include:

Less time spent recreating queues
Faster adjustments when campaign timelines shift
Smoother long-term content operations
Better planning with calendar-based visualization
More flexibility for multi-brand teams and agencies

If you’re managing ongoing content production, these changes help you stay organized without constantly reworking schedules.

How to Use It

Go to Marketing → Social Planner → Category Queue
Hover over a queue and open the three-dot menu
Choose one of the new options:
- Edit Category Queue
- View Queue Calendar
- Reschedule Queue
- Queue Preference
Make updates and click Save

Updates apply instantly across Social Planner.

Bot Message Limit Raised to 100 per Conversation

Released January 21, 2026

We’ve increased the maximum number of messages a bot can send within a single conversation for Prompt-based and Form-based bots.

The limit has been raised from 25 messages to 100 messages, so your bots can support longer, more detailed conversations without stopping unexpectedly. This is especially helpful for advanced Conversation AI use cases where a natural back-and-forth is expected.

How It Works

No additional setup is required.

What’s included

The new message limit applies automatically to all Prompt-based bots and Form-based bots
Bots can now send up to 100 messages per conversation
Existing bot behavior remains the same, aside from the higher message cap

How to Configure the Message Limit

If you’d like to customize the cap for your account:

Go to Bot Settings
Navigate to Maximum messages a Bot can send in a Conversation
Set a value between 1 and 100
Save your changes

Why It Matters

Previously, bots could frequently hit the message limit during longer conversations, which could cause the conversation to stop and require manual admin follow-up.

With the higher cap, bots can sustain longer conversations more reliably, which helps:

Reduce unexpected conversation drop-offs
Minimize manual follow-ups by admins
Improve continuity in automated conversations

Impact

Previously, bots were hitting the message cap for 5,000+ contacts daily, causing conversations to stop unexpectedly
Improved automation reliability at scale
Faster responses without admin intervention
Better support for longer, more complex AI-driven interactions

External Tracking Analytics Dashboard in SMBcrm

Released January 21, 2026

Overview

Analytics for External Tracking is now available in SMBcrm, giving you native visibility into visitor behavior on externally hosted websites and forms, including both SMBcrm forms and HTML-based forms embedded on your site.

This update adds a centralized analytics dashboard so you can track performance across page views, form views, responses, and completion rates, with filtering and audience insights to help you understand what is working and where visitors drop off.

What’s New in Analytics for External Tracking

Analytics access from External Tracking

You can now jump straight into reporting without hunting through menus:

A new Analytics button appears inside the External Tracking modal
Selecting it opens Site Analytics with External Tracking preselected
The External Tracking option only appears in analytics once your tracking script is properly connected

External Tracking analytics dashboard

A dedicated view is now available for externally tracked pages and forms, including:

Total Page Views
Total Form Views
Responses
Completion Rate

Time-based insights

To help you spot trends and measure changes over time, you can now use:

A date range selector
Daily line charts for:
- Page Views
- Form Views
- Responses
- Completion Rate

Engagement metrics

Two additional engagement indicators are included:

Average Time on Page
Exit Before 30s (bounce rate)

Filtering controls

To reduce noise and focus on what matters, External Tracking analytics supports filtering by:

Domains
Pages
Forms

This makes it easier to isolate performance for a single property, landing page, or form experience.

Audience and traffic breakdown

You’ll also see aggregated, anonymized insights such as:

Traffic by device type
Top browsers
Top client IPs (aggregated)
Geographic distribution by:
- Country
- State
- City

Form-level analytics

A new All Forms section provides a quick audit-friendly summary:

Form-by-form breakdown of:
- Total Views
- Responses
- Completion Rate
Last updated timestamps so you can confirm which forms have recent activity

Why This Matters

This release is especially useful if you run traffic to pages or forms outside of SMBcrm but still want consistent measurement:

Less reliance on third-party tools for basic engagement and submission performance
Faster optimization decisions by seeing which pages, forms, devices, and regions drive conversions
A more consistent workflow since analytics lives alongside your Sites and Forms experience

If you’re tracking visitor behavior, remember to align your tracking practices with your compliance requirements. See our resources on Compliance and our Privacy Policy.

Important Note About Data Availability

Average Time on Page began collecting data on January 20, 2026
Data from before that date is not available for that metric

Keyboard Shortcuts Now Available Across SMBcrm Page Builder

Released January 21, 2026

Overview

Keyboard shortcut support is now available across the SMBcrm Page Builder, helping you build and edit pages faster with less mouse-clicking. At any time while you’re editing, press Shift + / to pull up the full list of available shortcuts.

Availability in SMBcrm Page Builder

Keyboard shortcuts work across all Page Builder experiences:

Funnels
Websites
Webinars
Stores
Blogs

Notes

Clone and Delete shortcuts work without restrictions in Funnels and Websites
In other areas, existing behavior remains unchanged

What You Can Do Faster With Keyboard Shortcuts

You can now use your keyboard to:

Save, undo, redo, publish, and preview pages
Navigate between elements, parent containers, and sections (especially helpful for complex layouts)
Open key panels like Layers, Settings, Quick Add, and Custom Code
Add blank sections without interrupting your flow
Edit text using familiar shortcuts (bold, italic, links, add hyperlinks, and more)

Impact for Your Team

These shortcuts are designed to make day-to-day page work more efficient without changing how the builder behaves:

Faster page creation and editing for repeat tasks
More precise navigation when working inside nested sections and containers
Less context switching between keyboard and mouse
No functional or behavioral changes to existing safeguards

Quick Tip: Where to Start

If you’re not sure which shortcuts to memorize first, start by pressing Shift + / while editing a page. It’s the fastest way to learn what’s available as you work.

Schedule Instagram Stories with Push Notification

Released January 21, 2026

Planning Instagram Stories ahead of time is now easier in SMBcrm. You can schedule Stories in Social Planner, get a reminder on your phone at the right time, then finish publishing inside Instagram.

What’s new

You can now schedule Instagram Stories with a “Publish via Push Notification” option. This keeps your content calendar organized while preserving the parts of Stories that need to happen inside Instagram.

How it works

In the Post Composer, you can now:

Select Instagram Story
Choose Publish via Push Notification
Add your media and caption
Add optional notes for the teammate who will publish

If you don’t have the mobile app installed, use the Download App CTA to pull up the QR code and install it.

2) Mobile push notification workflow

At the scheduled time, Social Planner triggers a push notification. When you tap it, it automatically:

Loads the Story-ready media on your phone
Copies the caption to your clipboard

From there, you can add Instagram-native elements like music, stickers, links, and trending audio, then publish manually.

Why it matters

This workflow is designed to help you stay consistent without giving up creative flexibility. It’s especially useful for teams and for anyone planning content in advance.

Benefits include:

More consistent Story posting with planned schedules
Continued access to Instagram’s native creative tools
Better collaboration between the person scheduling and the person publishing
Fewer workflow gaps caused by Instagram platform limitations

Tips for teams

Use the optional notes field to clarify who should publish and what to add (for example, “Add a link sticker to the booking page”).
Consider setting internal expectations for who will receive the push notification on posting days.

AI Builder Improves Wait Step Generation for Complex Prompts

Released January 22, 2026

AI Builder now creates Wait steps more reliably and predictably, especially when your workflow needs multiple wait types and conditions built from a single prompt.

This update also adds guardrails that reduce errors and keep your workflow structure intact.

What’s New

Handle complex wait requests in one prompt

You can now describe layered wait logic in a single request and have AI Builder generate the right sequence of Wait steps automatically.

Example prompt: “Add a wait with a delay of 3 minutes, then another with a delay of 10 hours, then another but only run it on Tuesday–Thursday between 10am–5pm, then add an SMS and then wait for reply with a timeout of 10 minutes.”

AI Builder can correctly generate and configure:

Time delay waits (minutes, hours, etc.)
Business hour window waits (days and time ranges)
Reply-based waits with explicit timeouts

What’s Fixed

Safer wait times

AI Builder now blocks negative or invalid values, normalizes time units, caps extreme values, and intelligently interprets overly large ranges (for example, “years”) to prevent unusable waits.

Predictable Wait type selection

Wait step selection is now more consistent:

Simple delays and time window phrasing produce time-based waits
Timeout branches only appear when you explicitly ask for them

Protected workflow structure

Time-based waits are enforced as a single path. If a wait is accidentally created as a multi-path node, AI Builder automatically corrects it so your workflow doesn’t end up with broken transitions.

Timezone and multi-path improvements

Timezone fields populate correctly
Multi-path wait types consistently include configured timeout values

Why It Matters

If you build automations regularly, Wait steps are often where small configuration errors can cause big timing problems. These improvements help you generate more accurate workflows from plain English, reduce manual cleanup, and keep automations running as expected, especially when you’re building multi-step sequences.

Conversation Views Save Inbox Filters for Faster Triage

Released January 22, 2026

Conversation Views in SMBcrm help you save your most-used inbox filters as reusable views, so you can jump between different conversation priorities without rebuilding filters each time. This is especially useful if you routinely monitor the same groups of conversations, like:

Unassigned conversations
Conversations from specific channels
High-priority chats based on specific tags

What Conversation Views do

Instead of repeatedly setting the same filters in Conversations, you can create a named view that always loads those criteria. This can make daily inbox triage faster and more consistent, particularly for teams that manage a high volume of messages.

How to create a Conversation View

1) Open Views and create a new view

Go to Conversations, then find the Views section in the Inbox panel and click + Create View.

2) Add filters and name your view

Choose the filters you want, then give the view a clear name. Once saved, the view appears in the Inbox panel and displays all conversations that match your selected filters.

By default, views are visible only to the user who creates them. Admins can share views with other users from the view menu, which can help teams stay aligned on how they manage and prioritize conversations.

Why it matters

Conversation Views are designed to reduce repetitive work and help you stay focused:

Quickly switch between commonly used conversation filters
Stay focused on high-priority or unassigned conversations
Reduce repetitive filtering and save time
Keep teams aligned with shared views (when enabled by an admin)

Availability and requirements (Labs)

Conversation Views is a Labs feature and is available only on the New Conversations interface. To use it:

Enable Conversation Views: Save Filters, Work Faster in Labs
Enable the CRM Redesign: Conversations and Contacts Page (Beta) in Labs to access the new interface

Conversations UI: Inbox Unread Counter and Date Format

Released January 22, 2026

We’ve made a couple of practical updates to the New Conversations UI to help you stay on top of unread messages and reduce confusion when reviewing conversation timelines.

Real-Time Unread Counter (Per Inbox)

You can now see the unread conversation count for each inbox, making it easier to prioritize follow-ups at a glance.

What you’ll notice

Real-time updates: The unread count updates instantly as new conversations come in or as items are marked read or unread
Always visible: The unread count stays visible even when you’re browsing other tabs within the inbox

Standardized Date Format Across Conversations

To eliminate date-format confusion, we’ve standardized how dates appear throughout the Conversations page.

What changed

Previously, different areas could show different numeric formats (for example, mm/dd vs dd/mm)
Dates are now displayed as MMM-dd (for example, Jan 5) using the month name for quicker, unambiguous identification

How to Enable the New Conversations UI

If you’re not already using the updated experience, you can enable the New Conversations UI in Labs by turning on:

CRM Redesign: Conversations and Contacts Page Upgrade (Beta)

Google Forms Integration Now Available in SMBcrm Workflows

Released January 23, 2026

SMBcrm now supports a native Google Forms integration inside Workflows, making it easier to capture form responses and automate follow-up without relying on third-party connectors.

This update helps you move faster from “form submitted” to “action taken” using the same workflows you already use for leads, onboarding, and customer follow-ups.

What’s included

Native Google Forms actions in Workflows

You can now add Google Forms steps directly in your workflow to locate forms and retrieve submission data.

Google Forms triggers (coming soon)

A new trigger will be added to start workflows when new form responses are received.

Triggers: Google Forms to SMBcrm (Coming Soon)

New Response (Near Real-Time)

This trigger will fire when a new response is submitted to a selected Google Form.

How it works

Polls every 5 minutes
Each individual response triggers the workflow only once

Trigger output includes

Form ID and Form Name
Individual question responses
Respondent details
Submission timestamp

Actions: SMBcrm to Google Forms

You can currently use the following actions in Workflows:

Find Form by ID

Locate a Google Form using a Form ID (supports dynamic input).

Find Form by Name

Locate a Google Form using the Form Name (dropdown selection).

Find Response by ID

Retrieve a specific response using Form ID and Response ID.

Find Responses by Form Name

Retrieve all responses from a selected form.

Pagination is supported using a next page token, which is helpful for workflows that need to process many historical responses.

All actions include Found and Not Found branches, making it easier to build conditional paths (for example, “If response exists, update contact; if not, notify the team.”).

Key workflow capabilities for Google Forms

Once you pull response data into your workflow, you can:

Map form answers to CRM fields

Use Google Form responses to update contact records and keep your database clean and consistent.

Use response data in workflow logic

Use answers in If/Else conditions to route leads, assign owners, trigger different nurture paths, or send internal notifications.

Build automations from historical submissions

Use the “find responses” actions to process prior form submissions when needed (such as importing responses into SMBcrm or backfilling automation steps).

How to connect Google Forms to SMBcrm

Connect from Workflows

Go to Workflows, then add a step under Triggers or Actions, and choose Google Forms.

Authenticate with Google

Authentication is handled through Google OAuth.

Manage your connection

You can manage connections in Settings → Integrations → Google Forms.

Notes and limitations to know

Triggers (when released) will be near real-time using 5-minute polling
This is a one-way sync in Workflows (Workflows read from Google Forms)
Google Forms actions are billed at standard automation rates
Fully compatible with conditional logic inside workflows

Released January 26, 2026

Introducing New Templates in SMBcrm

We’ve added a fresh set of ready-to-use templates inside SMBcrm to help you launch campaigns faster and keep your branding consistent across channels. These new options are designed for common industries and use cases, so you can spend less time building from scratch and more time focusing on leads, appointments, and customer follow-up.

If you’re already using SMBcrm for websites, funnels, email, forms, surveys, social content, or ads, these templates give you a quicker starting point with layouts you can fully customize to match your business.

What’s Included in This Template Release

New Website Templates (2)

New website templates are now available for:

Finance (1)
Health & Wellness (1)

New Funnel Templates (7)

New funnel templates are now available for:

Home Services (1)
Medical (1)
Legal (1)
Insurance (1)

New Email Templates (1)

New email template now available for:

Creative (1)

New Form Templates (1)

New form template now available for:

Other (1)

New Survey Templates (1)

New survey template now available for:

Beauty & Fashion (1)

New social templates are now available for:

Creative (2)
Finance (2)
Health & Wellness (2)
Holidays (2)

New Google Ad Templates (5)

New Google ad templates are now available for:

Automotive: Car Mechanic
Beauty & Fashion: Barber Lounge
Business Coaching & Consulting: Life Coaching
Creative: Web Design Specialist
Finance: Accounting Services

How This Helps You Move Faster

Standardize your marketing without starting from scratch

Use templates to keep your pages, emails, and ads aligned with a consistent look and message, especially when multiple team members are building assets in the same account.

Launch campaigns quicker across channels

When you’re running short on time, templates help you get to a publish-ready draft faster, then iterate based on performance.

Customize to fit your brand and offer

Each template is meant to be a starting point, so you can adjust copy, images, sections, and calls to action to match your audience and campaign goals.

A2P Campaign Resubmissions Are Now Free

Released January 27, 2026

We’ve removed the $15 A2P campaign resubmission fee. If an A2P campaign is rejected and you need to resubmit it, you can now do so without an added charge.

What changed

Previously, a $15 charge applied each time you submitted a new resubmission after a campaign was rejected
Now, resubmitting an existing A2P campaign is free

What’s included

No charges for resubmitting A2P campaigns after a rejection

Important limitations during resubmission

To keep the resubmission process consistent with carrier requirements, the following fields cannot be updated during a resubmission:

Campaign use case
Opt-in message

If you need to change either of these fields, you’ll need to create a new campaign (standard charges apply).

Please note

Campaigns rejected due to disallowed content may still be subject to applicable charges.

Abandoned Checkout Trigger Adds Shopify Support

Released January 28, 2026

SMBcrm now includes a new Abandoned Checkout workflow trigger under a dedicated Ecommerce Stores category. This unified trigger helps you identify when shoppers start checkout, share their email, and then leave without completing the purchase so you can follow up automatically, even if the order originated from an external store like Shopify.

This update is designed to make cart recovery workflows easier to build and maintain across storefront sources, while giving you more control over who gets messaged and when.

What the Abandoned Checkout Trigger Does

Use this trigger when you want your workflow to start after a shopper:

Adds items to their cart
Enters their email during checkout
Does not complete checkout within a time window you set

Configure the abandonment window

When setting up the trigger, you’ll define a time duration (in minutes). Once that time passes without a completed checkout, the workflow can take action.

This lets you align your follow-up timing with your sales process, whether you prefer a quick reminder or a longer grace period.

Filters You Can Use to Target the Right Carts

To reduce noise and focus on the highest-intent opportunities, the trigger supports several filters:

Cart value

Trigger workflows only when the cart meets a minimum or maximum value, helping you prioritize higher-value recoveries.

Country

Target shoppers in specific countries to match your shipping, service, or offer availability.

Global products

Select one or more products to trigger recovery workflows only for specific items or categories.

Order source

Choose where the order originated:

Store (your Ecommerce Store)
External (for connected external platforms)

External Order Source with Sub-Source Support (Shopify Included)

If you choose Order Source = External, you can also narrow it down with a Sub-Source.

For Shopify-based workflows, select:

External
Sub-Source
Shopify

This allows you to run one consistent abandoned checkout strategy while still segmenting by store origin when needed.

Shopify Trigger Update (Deprecation Notice)

To support this new unified approach:

The existing Shopify Abandoned Cart trigger has been renamed to “Shopify Abandoned Cart (Deprecating Soon)”
Any existing Shopify workflows using the older trigger will continue to work
Over time, the new Ecommerce Stores: Abandoned Checkout trigger is intended to replace platform-specific triggers

If you’re building new workflows, this new trigger is the recommended option so you can take advantage of the expanded filtering and support for multiple sources.

AI-Powered A2P Compliance Validation in SMBcrm

Released January 28, 2026

A2P registration can get stuck for reasons that are hard to spot until after carrier review, especially around opt-in flow requirements and missing or incomplete legal links. SMBcrm now includes an AI-powered Compliance Review during A2P campaign submission to help you identify common compliance gaps earlier and reduce avoidable delays.

What’s New: AI-Powered Compliance Review During A2P Submission

SMBcrm now runs an AI-assisted compliance validation as part of your A2P campaign submission flow. It checks key parts of your opt-in experience and associated legal pages, then provides actionable feedback directly in the submission process.

This review focuses on validating:

Your Opt-in Form experience
Your Privacy Policy link
Your Terms of Service link

Why This Matters for A2P Approval

A significant number of A2P campaigns are rejected due to:

Non-compliant opt-in flows
Missing, broken, or incomplete Privacy Policy and/or Terms of Service links

In many cases, these issues were previously discovered only after carrier review, which could lead to resubmissions and added back-and-forth. This update helps you catch common problems earlier so you can decide what to fix before submitting.

How It Works in SMBcrm

Right before you review your A2P application in the campaign flow, SMBcrm automatically scans the Opt-in Form URL you submitted. It then retrieves and validates:

After that scan, a Compliance Review modal opens automatically.

The modal includes:

A count of compliance criteria passed across the Opt-in form, Privacy Policy, and Terms of Service
Line-by-line validation with simple explanations
Clear guidance on what needs to be updated (tooltips included, with support articles coming soon)
A required step to complete the review before continuing in the flow

Once the compliance review is complete, you can address the missing criteria flagged in the review or continue with the A2P submission based on your own risk tolerance.

What SMBcrm Validates (Subject to Change)

SMBcrm validates against a dynamic list of carrier-mandated compliance criteria. Requirements may evolve over time as carrier guidance changes.

Opt-in Form Validation Criteria

Business name clearly displayed
Explicit consent checkbox (not pre-checked)
Privacy Policy and Terms of Service links
Opt-out instructions
Message frequency, message type, and data rate disclosures
Non-mandatory checkboxes

Privacy Policy Validation Criteria

What data is collected and how it’s used
SMS opt-in details
Cookie and tracking practices
Data security and handling
User rights
Clear statement on whether mobile data is shared or sold

For reference, you can review SMBcrm’s legal resources here:

Terms of Service Validation Criteria

Description of the SMS program and use cases
Opt-out instructions
Message and data rate disclosures
Customer support contact information
Age restriction (18+)
Carrier liability disclaimer
Link to Privacy Policy

Important Notes and Limitations

This compliance review is currently limited to Website Form and Facebook Lead Form opt-in methods. Additional opt-in methods are expected to be supported in the future.
Completing the compliance review is required as part of the flow, but you can still proceed with submission even if some criteria are flagged as missing.
The review is designed to reduce common causes of rejection, but it does not guarantee carrier approval.
Final approval depends on other factors as well, including campaign use case, message content, and carrier-specific enforcement.

Keep Bots Asleep After Manual or Workflow Messages

Released January 28, 2026

What’s New in SMBcrm

You can now keep your bot asleep indefinitely after you send a message manually or through a workflow.

Previously, the bot would automatically wake up after a maximum of 48 hours. With this update, you’re no longer forced to pick a reactivation window. If you want full manual control, you can simply turn off the reactivation option so the bot stays asleep until you decide otherwise.

How It Works

When the setting Send bot to sleep when I send a message manually or through workflow is enabled:

The bot goes to sleep immediately after you send a manual message or a workflow sends a message
If Reactivate bot after is enabled, the bot wakes up automatically after the time you set
If Reactivate bot after is turned off, the bot will never wake up automatically for that contact

How to Configure It

Step-by-step setup

Go to Bot Settings
Enable Send bot to sleep when I send a message manually or through workflow
Under Reactivate bot after:
- Turn OFF the checkbox to keep the bot asleep indefinitely
- Optional: Turn it ON and set a time if you want the bot to wake up automatically
Save your changes

Why This Matters

If you manage high-touch conversations, there are times when automation should stay out of the way. Until now, SMBcrm users had to choose a reactivation time, even if they preferred the bot to stay paused.

This change helps you:

Prevent bots from interrupting manual conversations
Keep full human control during sensitive or complex interactions
Avoid unexpected bot reactivation after admin messages or workflow outreach

Released January 28, 2026

SMBcrm Social Planner now includes URL Tracking, so you can measure how the links you share perform across your connected social platforms without relying on external link trackers or manual spreadsheets.

What’s New in URL Tracking

Link performance insights

You can now view key URL metrics, including:

Total clicks
Platform-wise breakdown
Trend visualization over time

Advanced filters and sorting

Quickly segment and review results using filters such as:

Selected social platforms

URL Tracking helps you:

Attribute traffic to specific posts, platforms, and campaigns
Replace manual spreadsheets and third-party link tracking tools
Identify high-performing URLs and refine your posting strategy over time
Focus effort and budget on content that’s driving the most engagement and conversions

How URL Tracking Works in SMBcrm

Navigate to Marketing → Social Planner → Statistics → URL Tracking

Group results with campaign names

When composing a post, you can assign a Campaign Name to your link. Posts that use the same link and campaign name will be grouped together in analytics, making it easier to compare performance across posts and channels.

See clicks and platform performance for each URL

Every URL you share through Social Planner becomes measurable, including:

Total clicks on each shortened or original URL
Platform-wise performance (Facebook, Instagram, LinkedIn, and more)

Released January 28, 2026

Overview

SMBcrm now includes Social Planner widgets on the Dashboard, making it easier to track high-level social performance at a glance using aggregated social analytics.

These widgets are built on a unified social reporting foundation with configurable metrics, filters, and groupings based on what’s currently supported, while also setting up future expansion for additional social analytics.

You can now add Social Planner widgets to your Dashboard to monitor performance without jumping into separate reporting areas.

These widgets can report on:

Posts
Likes
Comments
Shares
Impressions
Reach
Followers

Filters you can configure

Filter results by:

Platform
Social account
Date range

Grouping options

View performance grouped by:

Date
Platform
Social account

Numeric widgets are available for key social metrics
Designed on a scalable reporting endpoint to support future widget expansion
Compatible with Dashboard widgets, Custom Reports, Snapshots, and Templates

Current Limitations to Know

To set expectations, a few items are not included yet:

Post-level metadata (post name, image, description) is not included
Subscriber, views, clicks, and advanced engagement metrics are not supported yet
Unsupported filters (post type, tags, source, status) are excluded automatically
Metrics are aggregated and not available as granular time series per post

How to Add the Widgets

Navigate to Dashboards
Select Add Dashboard
Choose Social Planner Widgets

Why This Matters

These Social Planner widgets help you quickly answer basic questions like: Are we posting consistently and is engagement trending up or down across platforms?

By keeping the view directly on the Dashboard, teams can make faster decisions, spot issues earlier, and reduce time spent digging through multiple reports, especially when managing multiple social accounts.

Bulk Delete and Restore Opportunities in SMBcrm

Released January 29, 2026

SMBcrm now allows you to bulk delete and restore opportunities, streamlining pipeline management. Rather than removing records individually, you can select multiple opportunities at once and delete them in a single action, with the ability to recover them later if needed.

This capability is particularly useful when tidying up stale data, correcting import errors, or organizing crowded pipelines without permanent data loss concerns.

The feature is currently accessible in Account > Labs.

How Bulk Delete Works

Bulk Delete Opportunities

Navigate to Opportunities
Use checkboxes to select multiple opportunities
Click Delete
Enter DELETE to verify the action

The system processes bulk deletions asynchronously, allowing continued work while the operation completes.

Restore Deleted Opportunities

To recover deleted opportunities:

Access the Bulk Actions page
Find the relevant delete action and select the three dots menu
Choose Restore to recover the opportunities

Important limitation: Opportunities associated with deleted contacts cannot be restored.

Bulk Actions Tracking

This tracking feature provides oversight and accountability:

Monitor real-time status for delete and restore operations
Identify who initiated actions and when they executed
Review success and failure counts
Access detailed per-opportunity results for troubleshooting

Why This Matters

The feature benefits pipeline management by:

Enabling rapid cleanup of outdated records
Reducing risk through confirmation requirements and a recovery window (up to 60 days)
Maintaining transparency via audit trails
Simplifying decluttering efforts

Google Demand Gen Campaigns in Ad Manager

Released January 29, 2026

Overview

SMBcrm Ad Manager now supports Google Demand Gen campaigns alongside existing Search campaign options. This feature enables you to create visual and video-first advertising campaigns designed for upper and mid-funnel growth across multiple Google platforms.

Supported Campaign Goals

Three optimization options are available:

Conversions: Leverage existing conversion goals from Google Ads with optional Target CPA bidding
Clicks: Optimize for traffic generation with optional Target CPC support
YouTube Engagements: Focus on viewer interaction (video ads only) with optional Target CPA

Multi-Platform Distribution

Ads can appear across:

YouTube (various formats)
Google Discover
Gmail Promotions
Google Display Network
Partner surfaces

This provides broader visibility than search-only campaigns.

Key Features

Daily or lifetime budget flexibility
Campaign scheduling with start/end dates and time-based ad delivery
Geographic and language targeting controls
Manual or automatic placement selection
Advanced audience targeting including interest, in-market, demographic, and lookalike segments

Setup Requirements

You must create at least one ad group and one advertisement before publishing. Video content is mandatory for YouTube Engagement campaigns, and conversion goals sync directly from connected Google Ads accounts.

Released January 29, 2026

You can now mark any contact form field as required in the SMBcrm Chat Widget, including custom fields and dropdown fields. This feature applies to both default and custom form elements.

How It Works

The configuration process involves three main steps:

Navigate to Chat Widget Builder
Access Chat Window settings
Locate Contact Form Options to designate mandatory fields

The system marks required fields with an asterisk (*) in the widget interface. Visitors cannot submit forms until completing all mandatory fields. When agents request contact details during active conversations, visitors must still fulfill all required field obligations.

Why It Matters

This capability enhances data quality by preventing incomplete submissions. The feature ensures that workflows and automation logic receive necessary information consistently, whether data collection happens upfront or through agent requests during conversations.

Notes and Limitations

Default contact fields remain automatically required
Existing widgets maintain their current configuration unless administrators explicitly modify field requirements
The mandatory field enforcement applies when visitors initiate conversations or when agents request contact details during active chats

Workflow Builder Adds 4 New Custom Value and If Else Fields

Released January 29, 2026

Overview

SMBcrm has expanded its Workflow Builder with four new fields available for custom values and If/Else conditions. These additions enhance automation capabilities for users managing workflows.

New Fields Available

The following fields are now accessible throughout the Workflow Builder:

Contact → Attribution Medium ID (from First/Latest Attribution)
Task ID
Note created by (Name)
Contact Engagement Score

Why This Matters

These fields help you pinpoint lead sources with more precision and adapt follow-up based on engagement. The new additions reduce workarounds when building automation logic.

Key Applications

Contact Engagement Score

Enables routing based on scoring thresholds, for example directing high-engagement contacts to faster follow-up branches.

Attribution Medium ID

Helps track lead sources, particularly useful for reporting conversions from paid social campaigns like Instagram DM leads.

Note Created By

Allows conditional logic based on the note author’s identity, enabling team-specific notifications.

Task ID

Facilitates integration with external project management tools by passing task identifiers to connected platforms.

Implementation Notes

These fields appear in the Custom Value picker and If/Else condition builders. If data isn’t available for a contact, workflows continue operating normally with empty fields.

Released January 30, 2026

What’s New: Streamlined Contacts Header

SMBcrm has streamlined the Contacts header interface by relocating two key menu options. The “Manage Smart Lists” and “Restore” functions have moved from the main header menu to a more contextual location in the actions menu.

This update improves usability by reducing interface clutter and positioning SmartLists actions closer to their point of use.

What Changed

The following features have been relocated:

Manage Smart Lists - No longer in the header menu
Restore - No longer in the header menu

Both options now appear in the actions menu (three-dot icon ⋮) positioned next to the “Add Contact” button.

How to Access the New Location

Navigate to Contacts > SmartLists
Locate the three-dot (⋮) actions menu adjacent to “Add Contact”
Select either Manage Smart Lists or Restore

Why This Matters

This update improves the Contacts experience by:

Reducing interface clutter in the header
Positioning SmartLists actions closer to their point of use
Maintaining consistency with the refreshed Contacts list-view experience

New Order Fulfilled Trigger for Ecommerce Store Workflows

Released January 31, 2026

SMBcrm has launched a new Order Fulfilled trigger within the Ecommerce Stores workflow category. This automation fires when an order’s status changes to Fulfilled, enabling teams to trigger post-fulfillment actions automatically across various platforms.

The trigger works for orders marked as fulfilled internally or through external shipping integrations like Shopify, Shippo, and ShipStation.

Common Applications

Use this trigger to automate:

Sending shipment confirmation messages to customers
Creating internal operational tasks
Initiating post-purchase nurture sequences
Updating connected systems via integrations

Available Filters

Refine your automation using these filtering options:

Filter	Description
Cart Value	Target orders meeting specific monetary thresholds
Fulfilled Products	Run workflows for particular SKUs only
Order Source	Choose between “Store” or “External” origins
Order Sub-Source	Select platforms (e.g., Shopify) when external sourcing applies
Shipping Carrier	Route based on carrier selection
Tracking Number	Filter by tracking identifier patterns

Migration Notes

If you’re currently using the Shopify-specific fulfillment trigger:

The existing trigger will be renamed to Shopify Order Fulfilled (Deprecating Soon)
It will continue to work during the transition period
The new unified trigger will eventually replace it
The new trigger accommodates both internal and external order sources

We recommend updating your workflows to use the new Order Fulfilled trigger when convenient.

New Product Review Submitted Trigger for Stores

Released January 31, 2026

SMBcrm has launched a new workflow trigger for ecommerce stores. This feature enables merchants to automatically start a workflow the moment a customer submits a product review, without requiring manual intervention.

The trigger is accessible within the Workflow Triggers section under the Ecommerce Stores category.

Key Capabilities

Automated Actions

The trigger can initiate workflows such as:

Team alerts for moderation or rapid responses
Internal notifications when negative ratings arrive
Customer follow-up sequences based on review content
Contact organization and feedback categorization

Available Filters

Customize trigger behavior using these filters:

Filter	Description
Global Product	Target individual products
Review Comment	Text matching for review content
Review Headline	Content filtering for headlines
Review Rating	Filter by 1-5 stars
Store Name	Specify which store
User Email	Target specific email addresses
User Name	Filter by customer name

Why This Matters

Product reviews are valuable feedback signals. With this trigger, you can:

Respond quickly to negative reviews before they escalate
Thank customers who leave positive feedback
Route reviews to the appropriate team member
Build automated reputation management workflows

January 2026 Updates

Overview

New Templates for Funnels, Email, Forms, Social, and Ads

What’s included in this template release

New Funnel Templates (3)

New Email Templates (1)

New Form Templates (1)

New Survey Templates (1)

New Social Templates (4)

New Google Ad Templates (5)

How to use these templates

Bulk Add Date-Specific Service Hours in Services v2

What’s new in Services (v2)

How it works

Smart date grouping (automatic organization)

Example

Why it matters

Custom Values Now Available in Calendar Settings

What’s new

What’s changed

Why it matters

Improved Calendly Phone Number Importer for SMBcrm Contacts

Overview

What’s New

Automatic sync when the phone number is in the meeting location

A mapping step when phone numbers come from Calendly form fields

No interruptions when there are no phone fields

Note for shared calendars

Why This Matters

Workflows: Clearer AI Actions and Conversation AI Category

What’s New in SMBcrm Workflows

AI Actions category (updated names)

Conversation AI category (new grouping)

Why This Update Was Made

What You Need to Know

Customize Contact Form Prompts in the Chat Widget

How It Works

Contact Form Intro Message (Auto Prompt)

Contact Form System Message (Agent-Triggered)

Why It Matters

Notes and Behavior Details

When “Enable Contact Form” is OFF

When “Enable Contact Form” is ON

Leaving either field blank

Dynamic Sender Field Assignment in Documents Workflows

Why This Matters

How to Set It Up

Step 1: Create a Template with a Sender Field

Step 2: Use the Template in a Workflow

Best Fit Use Cases

Sales teams with multiple reps

Onboarding handoffs

Multi-user teams and agencies

Enhanced Form Tracking with Custom Field Capture

Overview

What’s New: Custom Field Capture

When fields are captured

Smarter Field Mapping

Better Data Handling for More Reliable Automation

Important Notes

Next Steps

Admins Can Reassign CRM Contacts Between Affiliates

What’s New

Why This Matters

Additional Notes

Recommended Next Step

Clone Lessons, Quizzes, Assignments in Courses Builder

What’s Included

Where you can clone content

Course Outline View

Editor Modal

What happens when you confirm a clone

What gets duplicated

Impact for Course Creators

What’s Next

Customize Community Navigation Tabs with Show Hide Controls

What’s New: Tab Customization for Community Admins

Six Community Tabs (You Choose What’s Visible)

Core Tabs Stay Enabled

How to Enable or Disable Tabs