🎉 What's New in Connie
The latest Connie features and improvements — newest first. Each item links to the full guide in these docs.
2026-09-07 · 🔧 Callers Reliably Offered Voicemail and Callback While on Hold
What changed: A caller waiting on hold could be told the option to leave a voicemail or request a callback was "not available at this time" — and then, a moment later, be offered it anyway. Choosing it at that point could end the call. Callers are now offered the option consistently, and it works when they take it.
2026-09-04 · ✨ Send a Caller to Voicemail
What changed: When a call is ringing and nobody can take it, an agent can now send that caller straight to voicemail from the task card — instead of leaving them holding. The message comes back to the queue like any other voicemail, with the caller's details attached. It ends the call for the whole team, so Connie asks for confirmation first.
🔗 Sending a Caller to Voicemail · Turning it on (administrators)
2026-07-10 · ✨ Out-of-Network Task Hand Offs
What changed: Agents can now hand off a voicemail, fax, or form task to an outside partner organization — Connie emails them the recording + transcript (or the PDF) as a referral. (Async tasks can also be transferred in-network to another Connie queue.)
2026-06-29 · 📇 Connie Contacts
What changed: Connie now has a built-in contacts directory — recent contacts, your own personal contacts, and shared team contacts, right inside Connie. Search, view, and click-to-dial any contact, and (where transfers are enabled) reach them on a cold or warm transfer.
2026-06-25 · ✨ Demo Task Launcher
What changed: A self-serve, PIN-gated Demo Task Launcher that fires real practice tasks — voicemail, email, fax, and voice — into a Connie training desk. Pair it to your phone with a quick QR scan and run a hands-on demo or agent-training session in seconds.
2026-06-22 · ✨ Connie Task Alerts
What changed: Connie can now give agents a friendly desktop pop-up when a new task arrives — so they don't have to watch Connie all day. An admin turns it on for the organization; each agent controls notifications on their own computer.
2026-06-03 · 📚 Documentation overhaul — Reporting, role guides & FAQs
What changed: A multi-day rebuild of Connie's documentation — a brand-new Reporting & Analytics section, humanized role guides, a consistent FAQ system, and a cleaner vault. Plain language throughout, for the people who actually use Connie.
📊 New — Reporting & Analytics
A whole new section, framed as two simple tiers: Basic (included with every account) and Advanced (the paid, funder-ready layer). Includes a complete, plain-language Basic Reporting guide and a shared Concepts & Glossary.
🔗 Reporting & Analytics · Basic Reporting guide · Glossary
❓ New — a real FAQ system
A clean, click-to-expand accordion FAQ format, now the standard pattern across the docs. Three FAQs live: Reporting, Get Support, and Staff Agent.
🔗 Reporting FAQ · Get Support FAQ · Staff Agent FAQ
👥 Improved — role guides, humanized
Each role now opens with a friendly persona and a consistent layout, so Administrators, Supervisors, and Staff Agents each see their version of Connie.
🔗 Administrator · Supervisor · Staff Agent
🗂 Cleaner — this vault's Sprints index
Reverse-chronological (newest on top), with an open/closed status (✓ / ○) at a glance and a tidy one-line left-nav.
2026-05-29 · ⚡ Reporting — query & display updates
What changed: Reporting query and display updates based on NSS feedback — cleaner queries and a clearer at-a-glance view of the numbers that matter.
2026-05-29 · ⚡ Agent Parking Lot — fully updated
What changed: A fully updated agent Parking Lot — park a conversation you're waiting on, see it in the shared lot, and pick it back up (or close it) cleanly.
2026-05-29 · ⚡ Intelligent (Canned) Responses
What changed: Intelligent (canned) responses for chat — insert ready-made replies so agents handle common questions faster and more consistently.
Looking for help with a feature? See Get Support.