We’ve introduced Smart automatic assignment, a new way to distribute incoming conversations more fairly across your team, and improved the Round-robin assignment.

Check it out at https://dash.callbell.eu/settings/assignment_rules.

What’s new: Smart assignment

Smart assignment automatically assigns new conversations to the agent with the fewest open conversations.

Instead of following a fixed order, Callbell looks at each agent’s current open workload and routes the conversation where it’s needed most.

The result: better load balancing and fewer agents getting overwhelmed with lots of chats.

Improved Round-robin assignment

Alongside Smart assignment, we’ve released a new and improved Round-robin algorithm.

This new version ensures a consistent and fair distribution by turn.

We highly recommend moving from the Legacy Round-robin to the new Round-robin to avoid unequal assignments.

Legacy

The Legacy Round-robin algorithm is still supported, but it has known limitations. In certain scenarios, assignments may not be evenly distributed.

It will continue to work, but we recommend migrating to the new algorithm to guarantee equal assignment.

Want to understand more? Read the full guide here.

We’ve rolled out some improvements to Internal Notes to make team collaboration faster and clearer. Here’s what’s new:

1) User Groups

You can now mention multiple teammates at once using user groups. Admins just need to create groups first at: https://dash.callbell.eu/settings/groups

Once that’s done, simply type the team name in a note:

Example: @support can notify all agents in the Support team.

2) Reply to a specific note

You can now reply directly to an internal note. To do that, click on the note’s dropdown menu and select Reply.

The replied note is clearly marked, and all members involved in that note thread are automatically mentioned.

3) Auto “mark as read”

Clicking on a notification now automatically marks the note as read.

Need to revisit it later? You can always mark it as unread from the dropdown directly in the note.

Give it a try and let us know what you think.

The Facebook Messenger channel now supports sending audio and video messages.

Simply attach your videos or record audio to share in your Callbell chats.

Our public API now offers a new feature that allows you to change the funnel stage of a conversation and also list all created funnels in your account.

Please check our docs and give it a try!

Get to know your new AI Assistant, designed to help you provide better responses in less time.

✨ What You Can Do with the AI Assistant

• Generate complete responses instantly using AI

• Provide an optional prompt to tailor the tone, context, or level of detail

• Refine the generated message with options such as:

  • Shorten

  • Elaborate

  • Formalize

• Adapt the final result manually before sending it

Click here to read the full article.

This feature makes responding easier, faster, and more consistent - while still letting you personalize the final response.

We’ve added 2 new upgrades to improve how you run and track your broadcasts.

⏳ 1. Schedule broadcasts for a future date

You can now prepare a campaign and set it to be delivered automatically at the day and time you choose.

This makes it easier to coordinate launches, schedule messages outside working hours, or simply get things done in advance.

📈 2. Real-time broadcast reports

Your broadcast statistics now update in real time.

See success, reads, and response rates as they happen - and continue to receive new data even if responses come in hours later.

There's no need anymore to wait for fixed refresh windows: you always have an up-to-date view of performance.

We’re here if you need anything 🛎️

We’ve introduced 2 enhancements to internal notes feature:

1. Searchable Internal Notes

You can now search internal notes in the chat module. This helps you quickly locate past discussions with relevant context.

2. Attachments in Internal Notes

Internal notes now support images, videos, and documents in addition to text, making it easier to share attachments with your team and keep the conversation in one place.

We hope these improvements make internal notes more efficient and flexible in your day-to-day work.

Callbell team 🛎️

Get to know Custom Filters! A new way for agents to filter conversations using multiple conditions like:

• Agents or team assigned

• Tags applied

• Channels

• Funnel

• Last message date

• Custom field

Apart from applying the custom filter, it's also possible to save and pin them to the left sidebar for quick access with a single click - perfect for keeping key views always at hand.

How it works

1. Click the Filter button in the inbox.

2. Apply one or multiple conditions.

3. The results update automatically.

4. (Plus plan only) Save your filter to reuse it anytime with a single click.

This update makes it faster than ever to organize, track, and focus on the conversations that matter most.

Read the full guide here.