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Product Updates

New features and improvements across the Pinnacle Ai platform.

15 updates

August 2026

  • New

    Contact overlay for opportunities and appointments

    Overview

    We’re making it easier to view and interact with contact details without losing your place. With the new contact overlay, clicking a contact’s name from the opportunities (contact name or conversation icon) or appointments page now opens the contact within the same page instead of automatically redirecting you to the contact details page. This gives you quick access to contact information and conversations while keeping your current workflow in context.

    What has changed

    Previously, clicking a contact’s name from opportunities or appointments redirected you to the contact details page. You can now choose how you want to view the contact:

    * Single-column view: Opens the left panel of the contact details page alongside conversations and other right-panel features.

    * Two-column view: Opens an expanded view with the contact details panel and an extended Conversations view.

    * Go directly to the Contact details page: If you prefer the existing experience, you can continue opening the full contact details page directly.

    If you open the full contact details page from the overlay, you can also navigate back to the page you were previously working on, helping you continue where you left off. A separate icon is available for users who want to skip the overlay and open the Contact details page directly.

    The overlay also respects your contact details page customizations. If your contact details page has been customized, those same customizations will appear in the overlay, providing a consistent experience across both views.

    Why it matters

    Managing opportunities and appointments often requires quickly checking contact information or reviewing a conversation. Previously, doing so meant navigating away from the page you were working on and then finding your way back.

    The contact overlay reduces this unnecessary navigation by bringing contact details and conversations directly into your existing workflow. This means fewer page changes, better context retention, and faster access to the information you need.

    Next steps

    The contact overlay is currently available for opportunities and appointments. We plan to gradually extend this experience to additional areas where contact names appear, making it easier to access contact information without leaving your current workflow.

  • New

    Import Data Directly from HubSpot into the platform

    Moving from HubSpot to the platform just got easier.

    With the new HubSpot Importer, you can connect your HubSpot account and migrate important CRM data directly into the platform—without relying on manual CSV exports.

    You can now import:

    • Contacts
    • Deals as Opportunities
    • Companies
    • Contact, Company and Deal properties as Custom Fields
    • Pipelines and stages
    • Notes
    • Emails
    • Tasks
    • Supported associations

    How It Works

    • Go to Contacts, Companies, or Opportunities
    • Click on "Import"
    • Choose Connect HubSpot
    • Sign in to your HubSpot account
    • Select the objects and data you want to import
    • Review record counts and choose specific properties if needed
    • Click Confirm and start import

    Your import will continue running in the background, so you can leave the page and return later.

    Review Import Results

    The Import History table lets you track progress and review completed imports.

    After an import, you can:

    • View successful, skipped, failed, and warning totals
    • Review results by object or individual record
    • Filter records by object and status
    • See clear error messages
    • Download results as a CSV for further review

    Why It Matters

    • Migrate your CRM data faster
    • Preserve supported pipelines and stages
    • Bring over important custom fields and activity
    • Choose exactly what you want to import
    • Quickly identify and resolve import errors
    • Reduce the manual work required when moving from HubSpot

    Notes

    • Existing matching records are not overwritten.
    • Imported HubSpot emails are read-only.
    • Deals require associated contacts to be imported as Opportunities.
    • We recommend testing your import in a new or non-production sub-account first.
  • New

    New Review Received Trigger Now Supports All Integrated Review Platforms

    Overview

    The “ New Review Received ” workflow trigger now supports reviews from all review platforms integrated with the account.

    Previously, the trigger was limited to Google Reviews and Facebook Reviews. Now, workflows can also be triggered by reviews received from platforms such as Trustpilot, Yelp, TripAdvisor, and other supported review sources.

    Use Case

    Businesses often collect reviews across multiple platforms, not just Google and Facebook.

    Until now, reviews coming from other integrated platforms could not trigger workflow automation. This meant teams had to manually monitor those sources and were limited in how they could respond to new reviews.

    With this enhancement, you can now automatically:

    • Notify team members when a new review is received
    • Trigger automated review follow-ups or responses
    • Route reviews internally based on workflow logic
    • Take immediate action when a new review comes in

    What’s New

    • Support for all integrated review platforms: The trigger source list now includes every supported review platform connected to the account, instead of being limited to Google and Facebook.
    • Automate actions across more review sources: Build workflows that respond to reviews regardless of which connected platform they come from.
    • No impact on existing workflows: Existing workflows using Google or Facebook review triggers will continue to work exactly as they do today.

    Why This Matters

    • Broader automation coverage across your entire review ecosystem
    • Less manual monitoring of third-party review platforms
    • Faster and more consistent follow-up, regardless of where customers leave reviews
    • More value from your existing review integrations by connecting them directly to workflow automation

    One trigger. Every connected review platform. More ways to automate your reputation management.

    Reach out to us directly at to drop your feedback.

  • New

    Private by default: Enhanced privacy controls for documents uploaded through notes

    Overview

    We’re strengthening document privacy and access controls across the platform with HIPAA compliance in mind. Documents uploaded as attachments through the notes section will now be private by default, giving you greater control over how sensitive information is accessed and shared.

    Previously, documents uploaded through notes were public in nature and could be shared without expiration or additional privacy controls. With this update, newly uploaded documents will benefit from enhanced privacy protections while still giving users the flexibility to choose the appropriate sharing method.

    What’s new

    • New note attachments are private by default: Any new document uploaded through the notes section will be stored in the "Notes attachments" folder under Documents and will be private by default.
    • More control when sharing: When sharing a document, users can choose the level of access that best fits their needs, including a public link, private link, OTP-protected link, or password-protected link.
    • Existing documents remain unchanged: This update applies only to documents uploaded through notes after the feature is released. Existing documents previously uploaded through notes will continue to remain public.
    • Secure sharing for existing documents: While existing documents will retain their current privacy status, users can still choose to generate and share a private link with recipients when additional access control is needed.

    What’s next

    We're working towards bringing in more privacy and data control for you to expand document security across the platform. In the next phase, these privacy and access controls will be extended to document attachments shared through custom fields, creating a more consistent and secure document-sharing experience.

  • New

    Dynamic custom values in dashboards and reporting

    What's New?

    • You can now insert dynamic custom values into dashboard/report widget conditions and elements using the new {} picker.
    • Supported in widget conditions — wherever you enter a text value (e.g. Address, Source field).
    • Supported in dashboard elements — Embed (URL), Title, or Text box.
    • Location fields available: Location Id • Location Name • Email • Phone • Website • Address • City • State • Country • Postal Code • Timezone
    • User fields available: User Id • Email • Phone • Role • Type • First Name • Last Name • Name • Full Name.
    • Custom values — everything you've created under Settings → Custom values is available in the picker, organised by folder.
    • Tokens resolve automatically per sub-account when the dashboard is viewed.

    How It Works:

    • Open a dashboard and switch to Edit mode.
    • Add or edit a widget — go to the Conditions tab. Or add an Element (Embed, Title, or Text box).
    • Click the {} button next to any text input field.
    • Browse or search across Location, User, or Custom values.
    • Select a field — the token is inserted (e.g. {{ location.name }} ).
    • Save. Switch to View mode — the token resolves to the real value for that location automatically.

    Why It Matters:

    • One dashboard for every location — build a single dashboard template and every sub-account sees their own name, address, and data — no duplication needed.
    • Dynamic embed URLs — insert a location ID or custom value into an embed URL so each location loads their own external report automatically.
    • Personalised dashboard experience — titles, text boxes adapt per location, making dashboards feel purpose-built for each client.
    • Faster agency setup — what used to take multiple manual setups now takes one.

    ⏭ What's Next?

    NA

    Notes:

    • Custom value insertion is available to dashboard editors only.
    • If a token has no value set for a location, it resolves as blank in view mode.
    • Location and User system fields are available by default — no setup needed. Custom values require prior setup under Settings → Custom values.
  • New

    Add Ecommerce Stores Directly to Funnels

    What’s New?

    Funnels can now include a complete ecommerce store experience, allowing merchants to combine funnel steps with product browsing, cart, checkout, and order confirmation in one flow.

    • Adding a store automatically creates 5 store steps: Product List, Product Details, Cart, Checkout, Thank You.
    • Store elements such as Featured Product, Upsell, Collection List, Search Bar, and more can now be added to Funnel steps. Adding a Store element converts the Funnel into a Store-embedded Funnel and creates the 5 required store steps.
    • Converted Funnels now include a new Store Products tab on the Funnel step list page, where products can be excluded and their priority can be changed.

    How to Use It?

    • Open a Funnel and add a Store from the Store section, or add a Store element directly to any Funnel step.
    • Select a theme and configure the store setup when prompted.
    • Use the Store Products tab to manage product visibility and priority.
    • Customize the generated store pages and publish your Funnel.

    Key Points to Note:

    • The 5 store steps remain in a fixed internal order but can be moved together relative to other Funnel steps.
    • Converted Funnels show a Store tag in Funnels and a Funnel store tag in Stores.
    • Only one Store can be added per Funnel.
    • Clone Step and A/B split testing are not supported on Store steps.
    • Deleting any Store step removes all 5 Store steps and disables the Store for that Funnel.
    • Cloning a Funnel also clones its Store setup and Store steps, but products are not duplicated.
  • New

    Threads Post Sync in Social Planner- Labs

    Your Threads content can now live alongside the rest of your social strategy.

    With Threads Post Sync (Beta), you can automatically import your existing Threads posts into Social Planner, giving you one place to manage historical content, monitor engagement, and repurpose posts.

    Note: Available in Beta through Labs.

    What's new

    • Automatically Sync Threads Posts

    Import your existing Threads content, including:

    • Text posts
    • Images
    • Videos
    • Carousels
    • GIFs
    • Polls
    • Rich Post & Engagement Details

    Synced posts retain available content and engagement data, including:

    • Caption text
    • Media and thumbnail previews
    • Location tags
    • Views
    • Likes
    • Replies
    • Reposts
    • Quotes
    • Shares
    • Clone Existing Threads Content

    Reuse supported Threads posts by cloning text, image, video, carousel, and GIF posts directly from Social Planner.

    • Automatic Daily Sync

    Once enabled, Threads posts are synced automatically every 24 hours. You can also track sync progress and receive notifications if your account needs to be reconnected.

    How to use this feature

    • Go to Marketing → Social Planner → Settings
    • Enable Threads Post Sync from Labs
    • Allow the initial sync to complete
    • View your synced Threads posts in Social Planner
    • Clone supported posts whenever you want to reuse them

    Why it matters

    • Keep Threads content alongside your other social channels
    • Access historical content without recreating posts
    • Track Threads engagement from one dashboard
    • Quickly repurpose existing content

    Notes

    • Threads Post Sync is currently available through Labs.
    • Sync is enabled per location.
    • Posts from the last 30 days are synced by default; older posts up to 365 days may be imported when needed.
    • Sync runs every 24 hours and is not real-time.
    • Polls can be viewed but cannot be cloned because poll creation is not currently supported in the Threads composer.
    • Polls may show a “Poll content is not supported in preview” message.
    • Deleted Threads posts remain visible in Social Planner because sync is one-way (Threads to Social Planner).
    • Text file attachments are not supported for sync or preview.
    • Some engagement data may be limited by Threads API capabilities.
  • New

    Conditional Custom Fields for Opportunities

    Opportunity forms can now adapt automatically based on each deal.

    Admins can control which fields or folders appear—and which fields are required—based on an opportunity’s pipeline, stage, status, or other field values.

    What’s New

    • Create rules using single conditions or AND/OR logic.
    • Use pipeline, pipeline stage, status, dropdown, radio, checkbox, and multi-select fields as triggers.
    • Show individual fields or entire folders when conditions are met.
    • Make visible fields mandatory and prevent incomplete opportunities from being saved.
    • Preview each rule in real time before saving.
    • Apply rules across Add, Edit, and Bulk Edit flows on web and mobile.
    • Manage pipeline-specific rules directly from the Pipelines page.
    • Activate rules immediately after saving.

    How to Get Started

    • Go to Settings → Labs.
    • Enable Show & Require Opportunity Fields Conditionally for the sub-account.
    • Navigate to Settings → Custom Fields → Opportunity → Conditional Rules.
    • Click Create conditional rule.
    • Choose the trigger conditions and connect them using AND/OR logic.
    • Select an outcome:

    - Show field

    - Show folder

    - Make mandatory

    • Review the live preview and click Save rule.

    You can also go to Settings → Opportunities & Pipelines, open a pipeline or stage’s Actions menu, and select Manage conditional rules.

    Why It Matters

    • Keep opportunity forms focused on relevant information.
    • Collect required details at the right stage of the sales process.
    • Improve reporting accuracy and consistency.
    • Standardize data collection across pipelines and teams.
    • Prevent opportunities from being saved with missing required information.

    Good to Know

    • Fields and folders included in a Show rule remain hidden until its conditions are met.
    • Fields not included in a Show rule remain visible as usual.
    • If multiple rules apply, their mandatory requirements are combined.
    • Only Admins can create, edit, or delete rules.
    • Rules are configured separately for each sub-account.
    • Nothing changes until an Admin creates the first rule.
    • Validation applies to saves on web and mobile, but not to Public API or workflow-based updates.
  • New

    Generate & Copy Reschedule Links Directly from Appointments

    Need to help a customer reschedule? You can now generate and copy an appointment’s reschedule link directly from the appointment, making it easy to share whenever a customer needs it.

    This is available across Meetings and Services.

    What’s New?

    You can now generate a reschedule link on demand from an existing appointment.

    • Generate a reschedule link directly from the appointment
    • View the generated link instantly
    • Copy the link to your clipboard in one click
    • Share it with the customer through whichever channel works best for you

    Customers can open the shared link and reschedule their appointment without having to find an earlier email or notification containing the reschedule link.

    How to Use It

    Open an appointment from anywhere you manage appointments, including Contacts, Conversations, Appointments, or Opportunities.

    Then:

    • Open the appointment.
    • Click the Appointment Actions icon.
    • Select Generate Reschedule Link.
    • Once the link is generated, click Copy Link.
    • Share the link with your customer.

    That's it! The customer can use the link to open the rescheduling flow and choose a new time for their appointment.

    Respects Appointment Permissions

    Existing appointment permissions continue to apply.

    Users without the required appointment management permissions will not be able to generate a reschedule link and will see the existing disabled state and permission guidance.

  • New

    Week Start Preferences Are Now Consistent Across Calendars

    We’ve improved how Week Start preferences work across Meetings, Services, and Rentals, making your preferred start of the week consistent throughout the scheduling experience.

    What’s New?

    You can choose whether your week starts on Saturday, Sunday, or Monday, and Calendars will now respect the appropriate preference across in-app scheduling experiences.

    Your Week Start preference is now reflected across touchpoints such as:

    • Calendar views
    • Appointment creation and editing
    • Schedules and availability settings
    • Staff availability
    • Date pickers
    • Business operating hours

    This creates a more consistent experience as you move between different parts of Calendars.

    How to Configure It

    Set your preferred Week Starts On day separately for Meetings, Services, and Rentals from Calendar Settings:

    • Meetings: Meetings > Preferences
    • Services: Services > Global Settings > In-App Settings
    • Rentals: Rentals > Global Settings > In-App Settings

    Choose your preferred start of the week:

    • Saturday
    • Sunday
    • Monday

    Once saved, your preference will automatically be reflected across the relevant in-app Calendar and scheduling experiences.

    Booking Widget Preferences Stay Independent

    Week Start settings configured specifically for your booking widgets remain independent.

    Your in-app preference will not override your widget configuration, so you can continue customizing the customer-facing booking experience separately from your internal scheduling experience.

  • New

    Services (v2): Enhancements

    We’ve rolled out a set of improvements across Services (v2) to give businesses more ways to communicate with customers, customize their booking experience, and spend less time configuring their setup.

    Here’s what’s new

    WhatsApp Notifications for Services

    Services (v2) now supports WhatsApp notifications, alongside the existing Email and SMS notification options.

    You can configure WhatsApp notifications for different stages of the service booking journey — whether you want to send a booking confirmation, reminder, follow-up, or other appointment communication.

    This gives businesses another way to reach customers through the channels they prefer.

    Service & Rental Custom Values in the Email Builder

    You can now select Service and Rental custom values directly from the Email Builder when creating your communications.

    This makes it easier to personalize emails with relevant booking information without having to manually add or remember custom values.

    Simply select the required Service or Rental custom value from the Email Builder and add it to your content.

    New Top Tabs Layout for Service Categories

    You now have more flexibility in how Service Categories are displayed on your booking widget.

    Along with the existing category layouts, you can now display categories as Top Tabs, giving customers a clean and convenient way to navigate between different categories while booking.

    Smarter Default Settings for Booking Pages

    We’ve also updated several default settings introduced with the recent Services booking enhancements.

    Settings that generally create a better service discovery and booking experience are now preselected by default, so businesses can get started with less configuration.

    For example:

    • Allow customers to explore other services — Customers who start from a specific service or category booking page can browse and add services from other categories during booking.
    • Allow customers to book multiple services — Customers can discover and book multiple services as part of the same booking journey.

    These settings can still be customized based on how you want your booking flow to work — we’ve simply made the default experience smarter.

    More Flexibility, Less Setup

    From reaching customers through WhatsApp to offering better service discovery on the booking widget, these improvements are designed to make Services more flexible for businesses and easier for customers to use.

  • New

    Native Speech-to-Speech Voice AI Support in Chat Widget

    What’s New?

    Chat Widget now supports the platform's native Speech-to-Speech (S2S) Voice AI agents alongside existing Voice AI agents.

    • S2S and existing Voice AI agents are available within the same Agent dropdown.
    • The Chat Widget automatically identifies the selected agent type and launches the appropriate voice experience.
    • Existing Voice AI agents continue to work as before, with no changes required to the widget UI or embed code.
    • If an existing agent is switched to a supported S2S model, widgets already using that agent update automatically.
    • The existing Chat Widget calling experience remains unchanged, including:
    • Two-way audio
    • Mute / unmute
    • Call status
    • End-call controls
    • The S2S SDK is loaded only when a visitor initiates a call with an S2S agent, keeping regular widget loads and existing Voice AI calls unaffected.

    How It Works:

    • Enable Speech-to-Speech Voice AI from Labs.
    • Create a new S2S agent or switch an existing Voice AI agent to a supported S2S model.
    • Navigate to Chat Widget → Agent.
    • Select the required Voice AI or S2S agent from the unified dropdown.
    • Save the widget.
    • The widget automatically launches the correct voice experience when a visitor starts a call.

    When an existing agent is switched to an S2S model, widgets already linked to that agent update automatically, no re-save, re-embed, or new agent ID is required.

    If a cloned agent is used instead, select the new cloned agent within the Chat Widget builder.

    Why It Matters:

    • Existing widgets can adopt S2S capabilities without requiring website code changes or widget reconstruction.
    • A unified agent picker simplifies configuration by removing the need for separate S2S and Voice AI setup flows.
    • Automatic syncing makes it easier to upgrade existing agents to S2S models without manually updating every widget.
    • On-demand SDK loading ensures S2S functionality is introduced without impacting standard Chat Widget performance.

    Notes:

    • Existing Voice AI agents and widgets remain fully compatible.
    • Existing embed snippets do not need to be updated.

See the newest features in action.

Watch the Demo
Watch the Demo