What's New This Week
This week we connected more of the work you already do elsewhere. Claim.MD joins as a clearinghouse connection that checks eligibility, previews and submits claims, and brings claim status and remittance back to the Member. athenahealth now sets up in one click through a shared app and can sync Member changes both ways, and HubSpot can turn form submissions, meeting bookings and deal properties into Form records. Sync-capable connection pages also share one layout now, with a Data tab that shows what a connection can read and where each field lives.
Building care got easier too. Chats you create in the editor now open in the sidebar, can be starred, and always run the revision you are looking at. A Workflow can run a list of actions as a single Act step, escalations are now a setting on the Workflow itself, and a Journey can name where members continue when you remove a step and estimate how many days its texts will take before you publish. The Workspace Manager gained approval modes, so you choose how much it asks before it acts.
On the operations side, Slack is now a destination for Agents, Workflows, the Manager and Concierge with explicit data approvals, organization webhooks gained a deliveries view, and organizations can limit which AI apps may reach their workspaces. We also fixed a long-standing source of missed outreach: a Member with a textable phone is now treated as textable by default, unless someone actually recorded a refusal. As always, we continue ongoing security and reliability hardening across the platform.
New Features
Claim.MD Clearinghouse
A new beta connection for practices that use Claim.MD. Check a Member's eligibility in real time, build a claim from captured charges and preview it before it is sent, then follow the claim's status and read remittance lines back onto the Member. Setup needs the practice's own Claim.MD account key and its billing provider details.
athenahealth
athenahealth now connects in one click through a shared Gravity Rail app, like our other connectors. A Chat's activity is logged to one telephone encounter, Members are matched by demographics and can be linked in bulk, and Member changes can sync both ways, with write-back opted into per connection. A practice belongs to one workspace per environment; if another workspace already claims it, the connection says so and our support team can move it.
HubSpot Inbound Record Sources
HubSpot can now bring form submissions, meeting bookings and deal properties into a Form, with a searchable field picker so you choose a CRM field by name. A connection can also sync records without syncing Members, and a CRM opt-out now switches that Member's notification channels off.
Status Page Email Subscriptions
You can now subscribe to Gravity Rail status updates by email. Subscribing uses a confirmation step, every message carries a one-click unsubscribe, and the subscription pages live on the status site itself so they keep working during an incident.
Workspace Manager Approval Modes
The Workspace Manager now offers three approval modes beside its input: Auto approve, Ask for approval and Bypass permissions. Auto approve is the new default: it approves what you asked for and actions that plainly do nothing risky, and it asks before a delete, a bulk change, a message or call outside the workspace, an access or billing change, or anything you did not ask for. Anything uncertain is treated as needing approval, and every automatic approval is recorded in the audit trail.
Slack Destinations
Agents, Workflows, the Manager and Concierge can now be reached from Slack. Each destination records an explicit data approval, thread replies are decided per conversation, and a workspace chooses whether the bot answers in shared rooms and whether it speaks as the Agent or as the person asking. New connections stay silent in shared rooms until you turn replies on; direct messages work as before.
Chat Stars and Revision-Accurate Creation
Chats you create in the editor now open in the tools sidebar with inline message controls, and you can star the Chats you return to and keep a Starred view you can edit like any other. Creating a Chat runs the revision you are currently looking at, so a draft never quietly runs a different version.
Act: Actions as One Step
A Workflow can now run a list of actions as a single step called Act. It runs them in order, records each action's result, and if it has to retry it continues from the action that did not finish instead of starting over.
Update Form Fields
A new Update Form fields action writes a list of fields on one Form in a single step, so a Workflow no longer needs one action per field.
Improvements
Connectors and Sync
- Every sync-capable connection page now shares one layout — Overview, Members, Settings, Sync and Setup, with only the tabs a connector supports, plus a Data tab with the identity, datasets and field map. The Connections sidebar groups into Manage, Channels and Apps, and lists a connector only while it is connected.
- Importing Members from a connector now uses one shared dialog and can be limited to a subset, such as a Salesforce list view, field filter or ID file, or a HubSpot segment.
- Salesforce and HubSpot can connect through a shared Gravity Rail app in one click; your own app credentials remain available as the advanced path.
- The field map now names each field and links its Form, and the one-Member write preview lives on the Sync tab where the sync is configured.
Workflows and Journeys
- Escalations are now a setting on the Workflow itself, with local recipients you edit beside it. The policy travels with the Workflow; recipient bindings stay local to each workspace.
- Remove a step from a Journey and name where its members continue; publishing moves anyone waiting at the removed step to that continuation.
- Before you publish or enroll, a Journey estimates how many days its texts will take at your current sending limits, and labels the estimate as a worst case.
- Workflow diagrams stay readable when you zoom out to 10%, and Workflow Health findings can now say that they block publishing.
- Two new webhook events: a Task being entered on an Assignment, and a Member message being received.
Chats, Members and Calls
- The Members sidebar separates Teammates from External members, with role filters, and Member relationships can be used in filters and in expressions.
- An operator-handled Chat stays visible after the operator replies, so a conversation is not lost when a person takes over.
- When a caller hangs up, the Agent gets a bounded moment to finish the response it was already giving instead of being cut off mid-sentence.
- Inboxes gain an Analytics tab with reply and bounce rates for outbound email.
- Recordings use one player, with a visible playhead and a voicemail tone, and every recording saved before this week still plays.
- The cross-workspace Priority view shows what needs a reply across every workspace you can reach. (Updated October 27: the workspace switcher no longer carries a Work queue shortcut. Open the Priority tab of Account → Activity instead.)
Administration and Billing
- Organization settings are organized into sidebar pages, and unsaved changes are protected when you navigate away.
- Organization webhooks have a deliveries view showing each attempt and its outcome; resuming a paused endpoint gives delivery a fresh start, and pending events can be discarded.
- An organization can limit which AI apps may be granted access to its workspaces. The default, which admits any, is unchanged.
- Your SMS sending capacity is shown in organization settings and on the workspace phone page, and a Journey holds its text steps while every sending brand is at its daily limit.
- A prompt Routine can now email its result, with file attachments, to a destination fixed when the Routine is saved.
- When our sub-processor list changes, the person named as your organization's security contact receives a notice by email; if none is named, the account creator does.
- Email notifications render correctly in dark mode.
- Business Registration's list shows each step's status at a glance, including optional calling steps.
- Routing rules show the business hours and timezone in effect beside their When choice.
Models and Voice
- Gemini 2.5 and Nova 2 Lite have been retired in favor of supported models. An administrator can move a Workflow or Agent still using one to a supported model.
- Grok Voice 3.0 is now the default voice model for new Agents and Workflows. A Workflow saved on Grok Voice Think Fast 2 keeps running and gets a non-blocking health note naming the replacement; strict-routing Workflows stay where they are.
- ElevenLabs is selectable again for speech-to-text and text-to-speech, and is never chosen automatically.
- Every phone call now offers a spoken opt-out, and a caller can undo it before the call ends. A refusal a person actually made stays in force.
Testing
- A Scenario can now start from a conversation already in progress, and a single-turn run grades only the Agent's next reply.
- Test runs launched from the Workflow editor keep their evidence and Task routing alongside the Workflow.
- Test Personas are now persistent across Chat hosts, so a test runs against the same identity every time.
Bug Fixes
- Fixed an issue where a Member with a textable phone could remain marked as not wanting texts simply because no one had ever chosen a preference. Such a Member is now textable by default; a refusal someone actually made is kept.
- Fixed an issue where a repeated Workflow send could start a second Chat and send a Member the same text or WhatsApp message twice.
- Fixed an issue where a message containing content that could not be stored could fail the Agent's reply.
- Fixed an issue where a connector's required entity type could be removed from a mapping.
- Fixed an issue where Monday.com record boards always overwrote a record; they now respect the conflict setting you choose.
- Fixed an issue where a Salesforce write was not retried after a temporary network failure.
- Fixed an issue where an unanswered email was not flagged when the provider dropped it.
- Fixed an issue where HubSpot reported a missing permission as a generic failure; it now says the permission has not been granted.
- Fixed an issue where an Agent could get stuck repeating a tool that was not available.
- Fixed an issue where a retried test run lost the reason it failed the first time.
- Fixed an issue where Activity summaries did not render, calls were not named, and the feed opened with more noise than it needed.
- Fixed an issue where a voice transcript could be cut short or show the wrong speaker name.
- Fixed an issue where a caller's opening words could be lost when the Agent took a follow-up action mid-sentence, leaving only the end of the sentence in the transcript.
- Fixed an issue where an eClinicalWorks encounter sync kept retrying rejected credentials instead of stopping and reporting a credential failure.
- Fixed an issue where an eClinicalWorks health check alerted on Members that had already recovered.
- Fixed an issue where a Healthie calendar sync could stop recovering after a failure.
- Fixed an issue where an import could match a Member by name instead of by identity, creating a duplicate.
- Fixed an issue where the app could show a stale page after an update.
- Fixed an issue where leaving the folder browser could discard unsaved edits without warning.
- Fixed an issue where a one-click unsubscribe from status updates could be refused as a rate limit.
- Fixed an issue where the out-of-credits banner appeared for workspaces with credit enforcement off.
- Fixed an issue where a Calendar booking did not remember which Assignment it came from.
Performance Enhancements
- Journey dispatch now runs at the pace your sending numbers actually support, so a large send queues smoothly instead of overwhelming a carrier.
- HubSpot sync reads only what changed since the last pass and caps each pass, keeping a busy connection responsive.
- Claim status and remittance polling resume where the last pass stopped, so a page is never read twice.
- Large Activity batches are bounded, so a busy feed stays responsive.
These updates are rolling out throughout the week. If you have any questions or feedback, please reach out to our support team.