Carrier Calling for Mobile Softphone
Route phone calls through your cellular carrier when your internet connection is too weak for VoIP. This ensures critical calls go through reliably—especially helpful for when you are on the go or in low-bandwidth environments. Set up Carrier Calling by navigating to Settings > Preferences > Call Settings and adding your mobile phone number. Watch the tutorial here.
Multiple Conversation Assignees
Now conversations can be assigned to more than 1 user! This is great for businesses who collaborate within teams to have greater visibility and notifications into what’s new in conversations they’re involved in. Coming soon: assigning teams (user groups) to a conversation.
Your Brand, Your Voice: Customisable Call Recording Announcement
Put your voice and your brand first! With customisable call recording announcements, you can now replace the generic, robotic message with one that reflects your brand’s tone and personality. No more off-putting default prompts that cause drop-offs—greet callers with a message that builds trust and keeps them on the line.
New Customer Insights with Call Sentiment Summary
Quickly see how your customers feel about the interactions with your business and find opportunities to resolve customer issues, coach your team, and improve your overall customer experience.
Automation Alerting
Automation Alerts in Podium help ensure your automations are performing as expected. These alerts notify users when there’s a significant drop in activity, helping prevent unnoticed failures or degraded performance. You can configure alerts per automation, choose recipients, and resolve issues directly from the alerts dashboard.
Meta Lead Ad Forms Integration
Convert more leads with the Meta integration with Podium! This connection forwards leads directly to Podium: creating searchable new leads, opportunities for tracking, and enabling Podium’s AI agent to engage and convert leads. This integration also connects your Meta accounts for Reviews and Lead Sources.
More Focus for AI Escalations with Assigned Users
When the AI agent needs help from a human, instead of having it always escalate to the same people – it can dynamically assign to the users assigned to the conversation. This means the employees who are already assigned to the lead are notified. You also have the option to add additional users such as a manager.
Multi-channel outreach for AI
When you get a new lead that is being worked by AI and the lead has both a phone number and email address, your AI Employee will reach out via both channels – increasing your chances of getting a response and meeting prospective customers on their preferred channel.
Conversational upgrade for Auto AI Employee
You may have noticed some changes in your AI Employee recently. It should feel more charismatic, ask more questions, and reflect best practices in auto sales more consistently. We call this Jerry 1.1 (keep an eye out for Jerry 2.0 soon!) and have seen extremely promising results in terms of engagement with leads and test drives set.
Note Taker mode for Voice AI
Do you want your Voice AI agent to focus mostly on gathering information from the caller instead of trying to book a job for a specific time? We’ve released a new mode for our Voice AI product that does just that – we call it Note Taker mode. Note Taker mode prioritizes information gathering and avoids some of the validation our default mode does for things like service areas, and it avoids bringing up specific time frames.
Feedback for Voice AI calls
You can now leave feedback on how your AI performed on calls. Within the Podium Inbox, any call handled by AI will now have a “thumbs up” or “thumbs down” button. This feedback will be reviewed by your Podium team to assess for configuration or other improvements to make your Voice AI experience better.
My Support Cases
You can now view a clear, high-level summary of your open and recent support cases in the new “My Support Cases” dashboard, accessible directly from the Help menu. This dashboard shows how you contacted us, which product each case relates to, and the current status—all in one convenient place.
See Exactly What Menu Option Your Callers Pressed
With Menu Option Visibility now included in call details, you can instantly see which option the caller selected from your phone menu (e.g., “Pressed 4 for Specific Phones ext. 213”)—all in one view.
Whether it’s routing to sales, service, or a specific extension, this update gives your team faster context, quicker resolutions, and smarter follow-ups—without the guesswork.
Improved Visibility for Missed Calls & Voicemails
Don’t miss the chance to follow up on urgent missed calls and voicemails. Now any missed call for you or your assigned call groups will show as a badge notification on the Calls tile. Allowing your team to follow up more quickly on valuable missed call leads.
Configure the Call page Default Filters
Personalise how you use the calls page by setting the defaults to all calls, or to show missed calls and voicemails that are meant for you. Whether you are doing call analysis or responding to urgent missed calls, you can configure this page to match your preferred workflow.
AI Needs Help Indicator
When your AI Employee escalates a conversation for attention from your team you will see this indicator on the conversation until the conversation is closed, someone responds in conversation (or to the agent), or someone unassigns the AI Employee from conversation.
Bulk Message Audience Filter Exposure
When you send a bulk message and apply skip settings like contacts with active conversations or who have received a marketing text in the last 5 days, it can be unclear how many contacts from the audience you upload or select are being sent to. Now we’ve exposed and broken down which contacts will be excluded from your bulk message audience so you know exactly how many contacts will get your message.