October 2026

October 27, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• The Enterprise Insights page in Analytics Plus now uses a new embedded reporting view.
• Work continued on message counts for each of your saved views in the Inbox's My Views. Each view's count of Open and Needs Action Patient Channels is now kept up to date behind the scenes. The counts are not shown yet.
• Your Enterprise's custom Campaign categories can now be used on Recurring Campaigns. Pick one when you create or edit a Recurring Campaign and every Campaign it sends uses that category. A removed category is no longer offered for new picks, however, Recurring Campaigns that already use it keep it until you pick another.
• When you edit a Campaign or Recurring Campaign whose custom category has since been removed, the category picker now marks it (archived) and notes that it is no longer offered for new Campaigns. You can keep it or pick another.
• In Default Settings, changes to Campaign Categories are now saved with the page's Save button, like the rest of the page, instead of right away. Leaving with unsaved category changes asks you to discard them. If a category cannot be saved, it is named in the error and kept for your next Save. The section's description is also clearer.
• When building a Campaign audience from Patients with Appointments, you can now pick appointment dates any distance in the past or future, with a range of up to 1 year. Start and end dates are included. To cover a longer period, create consecutive Campaigns, starting each range the day after the previous one ends.
• When a Practice is hidden, its running and scheduled Campaigns are now paused automatically and they cannot be restarted while the Practice stays hidden.
• You can now save changes to an existing Conversation Flow from the Setup tab, without switching back to the Builder tab. Save checks your settings the same way as before and saves the whole Conversation Flow.
• If you have not starred any Patient Channels, Inbox → Starred now says so and links to instructions for starring them, instead of showing "No results found."
• The Patient Profile tab now shows a "No notes yet" message when a patient has no notes.
• Appointment reports (Confirmed, Cancelled and Rescheduled) now include the appointment's date and time, the provider, and whether the patient responded by voice or text. The new columns appear in both the Insights dashboard and the CSV download.
• Staff building outbound Triggers can now choose an AI agent from a dropdown on the Message step, instead of pasting the agent's ID. The dropdown lists only your own enterprise's deployed voice agents. Agents whose direction is set to Inbound are hidden.
• AI voice agents can now confirm, cancel, or request a reschedule of an appointment during a call, and the change is written back to the appointment.
• Voice AI agents now have an emergency triage step that speaks a set script and transfers the caller straight to a configured destination.
• Work continued on the standard set of outbound AI agent disclosure messages. The disclosure can now be set for each agent version (off, shadow or on) with a global off switch, is added to the first outbound text message and to voicemail, is checked when an agent version is saved, and is measured on every outbound send.
• One organization's inbound voice AI agent now spells back and confirms first name, last name and date of birth one at a time, so a caller can fix one item without repeating the others. The English and Spanish agents both say a short hold phrase during slower lookups, and spelled-out names are read back more slowly.
• Work continued on one organization's voice AI agent prompt: more conversational intake, fewer repeated questions, two appointment slots offered at a time, new triage wording and a single liability question.
• One organization's voice AI agent now ends silent and idle calls using a silence timer and a no-response rule.
• One organization's AI agent now works through a ladder of search strategies to resolve an ambiguous patient match, asks a question to tell similar records apart, and offers to create a chart when nothing is found, instead of handing the call off.
• One organization's case intake AI agent prompt was updated: 911 is offered only for self-harm, a question about a provider is no longer treated as a scheduling request, identity verification was corrected and the prompt was simplified.
• One organization's voice AI agents now route call-forward transfers back to the line the call came in on.
• One organization's no-show text AI agent now routes staff mentions by line.
• Older voice AI agents now speak a short waiting line while a lookup runs.
• The voice waiting line now times a caller's whole silence across a turn instead of each tool call separately.
• Staff at one organization can now copy an appointment's EHR ID from the appointment cards on the Patient Facesheet.
• Patient form PDFs now include the photos of the patient's ID and insurance card that the patient uploaded.
• Outbound voice call settings — traffic type, answering machine detection and ring timeout — can now be set for each enterprise, and an older answering machine detection switch was retired.
• Call detection and menu behavior in AWS Connect can now be adjusted for each enterprise.
• When a decision tree is no longer set to voice, its AWS Connect flow mapping is now cleared.
• Internal work continued on the federal reporting service: large report downloads are now streamed row by row instead of built in memory, and staff endpoints were added for the CSV download.
• Federal report queries were measured at large scale and database indexes were added where needed, so reports stay fast.
• Internal groundwork was added to track which enterprises have AI agents turned on.
• The shared component library was updated: date of birth, phone and ZIP+4 fields keep the cursor in place as you type, phone fields drop a leading country code, step indicators can show labels, and the patient form header has a language selector.
• New and changed screenshot baselines are now saved as a build artifact, which makes component test failures easier to review.
• A data backfill tool that is not used in the federal environment is no longer included in the federal build.
• Publishing large batches of messages to the new Kafka client is now as fast as the old one.
• Duplicate protection was turned on for the new Kafka message producers.
• After a rebalance, Kafka consumers for message delivery and automations now work through a backlog one partition at a time.
• Unused feature flags were cleaned up.
• The feature flag for the unified send behavior was removed, and the behavior stays on.
• A dashboard and alerts were added for admitted and refused calls on the sales demo line.
• Internal work continued on the sales demo line: the voice gateway now bridges live call audio to the AgentCore voice AI agent, records call details and takes a configurable call cap.
• The internal tool that reviews support cases each week now checks the case feed and every ticket project before creating a ticket, so it does not create duplicates and it skips a second run on the same day.
• Test coverage was added for the staging deployment pipeline, including checks that a bad deployment is blocked.
• Read permissions were updated for an internal communications service role.

Fixes:

• The count next to All Messages in the Inbox's left navigation now follows the channel status filter, and counts only the selected statuses that still need work: Open and Needs Action. Closed Patient Channels are never counted. With the default status filter the count is unchanged.
• Editing a Recurring Campaign no longer drops a field you cleared. The cleared value is now saved.
• Before, if staff could not save an edit to a Campaign, the Campaign could lose its attachment with no warning. The attachment is now replaced or removed only after the other changes are saved, and staff see an error and can save again if that step fails.
• Scheduled Campaigns now keep sending when another Practice is hidden. Campaigns that belong to a hidden practice are held and not sent.
• A Campaign audience no longer fails when the appointment date range lands exactly on the six-month boundary.
• When staff edit a Trigger and choose Include for specific locations or providers, saving now keeps Include instead of switching the Trigger to exclude them. Selecting an option that is already selected no longer changes it.
• Several screens are easier to read in dark mode. On the homepage, the Next Best Action alerts and their View Patient link are now legible. In the message composer, the Writing Assistant "Will be translated to …" banner is now legible. In the Inbox, the selected conversation and the selected item in the Scheduled and Activity lists stand out clearly. In Conversation Flows, response options, connection labels and action steps no longer appear as bright white boxes, and in the Actions window the action cards, the Add @Mention and Message and Notify staff fields and the @mention suggestion list match the dark theme. Light mode is unchanged. For partners who offer AHFE under their own brand, selection and hover highlights in the Inbox Scheduled and Activity lists, and the Change account button on the Secure Message Portal's confirmation-code page, now use the partner's brand color.
• The Inbox composer no longer shows the shared-number Smart Phrase warning on secure messages, where it does not apply. For unsecure messages to a number shared by more than one patient, it now reads: "This number is tied to multiple patients. Add a patient identification smart phrase so they know who the message is for."
• Message composers now recognize the documented Smart Phrases {eventPreCheckInLink}, {clientExId}, {eventSelfScheduleAppt} and {eventSelfScheduleLink} and show them in green when you type them in. They are still not listed in the Smart Phrase menu.
• The Inbox sidebar search no longer shows a second clear (×) button.
• Inbox patient search now finds conversations in AI agent Practices. When you filter the search to a Practice, the results now include patients who have a conversation in that practice even if they are not registered to it. Before, the search returned no results. Access is unchanged: you still see only conversations you already have access to.
• Appointment report downloads now show the right channel for patient texts handled by keyword automations (SMS) and for reschedules made in the EHR (EHR). Before, both read as System. Requests saved before this release keep their old label.
• Message sends are now retried when the provider returns a temporary error, instead of being dropped.
• An email send now times out instead of stalling a message delivery worker indefinitely.
• AI agent knowledge base answers were failing because the underlying language model was retired. Every remaining reference now points to a current model.
• Provider name pronunciations from the speech lexicon no longer fail when the name is split across streamed audio chunks.
• The voice gateway now finishes speaking the current turn before transferring a call, so a line written after the handoff is still heard.
• On a warm transfer at one organization, calls no longer drop and the patient no longer waits a long time before joining the staff member.
• One organization's AI agent no longer shows an internal error message when a caller is not eligible for triage. It now gives a patient-friendly reason.
• One organization's AI agent no longer says it could not find a physician who is not eligible for triage and has no inbound care team link. It now gives the real reason.
• One organization's appointment reminder text AI agent no longer hands off repeatedly, asks the preference question only once, and routes staff mentions by line.
• A partner rescheduling integration was sending the EHR's appointment identifier where the partner expected its own internal appointment ID, so reschedules failed.
• A sweep of Intake Hub fixes was completed, covering the staff worklist, document filing, write-back to the chart system and form prefill.
• Date of birth fields no longer garble a date entered in year-month-day order or drop a digit when the day is retyped.
• Security improvements made to enhance the product.

October 21, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• The Starred Inbox view now supports saved views, shows a count of the filters you have applied, and has a Clear All option to remove them.
• A Trigger's Edit History now shows each change in Previous and Current columns. Removed values are red and struck through, new values are green and underlined, and changed words in message templates are highlighted. Practice changes list the Practices that were added and removed, and a change to a message's security setting shows as Secure or Unsecure. You can collapse an edit to a one-line summary of the fields that changed, or use Collapse all and Expand all. You can also open Edit History from a Trigger's ⋮ menu on the Triggers page. Screen readers announce the Previous and Current values and which ones were added or removed.
• Each entry in a Trigger's Edit History now has a Restore option that puts the Trigger, its filters and its practices back the way they were just after that edit. Later edits are overwritten and the Trigger stays on or off as it is now. A confirmation message explains this before anything changes and the restore is added to Edit History. Restore is unavailable for the version the Trigger already matches and for entries saved before this release and a restore is refused if a practice in that version no longer exists. Restoring follows the same permissions as editing the Trigger.
• In Settings → Resources, the read-only Original Location Details section now shows a location’s original phone and fax numbers along with its address, so you can compare them to any custom values you entered.
• A new Smart Phrase, {eventMultipleAppointmentsDateAtTime}, lists the date and time of every appointment when appointments are combined into one message. {eventDateAtTime} shows only the first one. The new Smart Phrase is translated into the message’s language and works in appointment messages only.
• Running Campaigns now show a progress percentage.
• In Enterprise Settings, the built-in Campaign category names are reserved in every supported language, not only in English, so they cannot be added as custom categories. Names with accented letters are matched reliably, so the same name cannot be added twice when it is pasted from another program. An accented letter or an emoji counts as one character toward the 60-character limit.
• Groundwork was added so that custom Campaign categories can be used on Recurring Campaigns.
• An unused Campaign category setting was removed from the database.
• The Enterprise Inbox now remembers whether you sorted by Newest first or Oldest first the next time you sign in.
• Messaging API: when a message is sent with a csn that does not match an appointment in the Enterprise, the response now includes a warning with the code csn_not_found and the message is still sent. An integration that would rather not send in that case can set the new optional requireCsnMatch field to true, which returns a 400 error with the same code and sends nothing, so the integration can retry. requireCsnMatch can only be used together with csn. This affects API integrations only.
• The features from the 2026-10-13 release are now turned on in the federal build.
• Groundwork was added for message counts on each of your saved views in the Inbox’s My Views. The counts are not shown yet.
• Work continued to get Intake Hub ready for production use at one organization.
• Expired forms can now be re-sent to returning patients and the completed forms are written back to every practice that assigned them.
• The Intake Hub staff worklist was simplified: Action needed and Download summary were removed, a button to re-send a patient’s form link was added, and the worklist now shows only the appointment the forms belong to. A design review followed.
• Photos of a patient’s ID and insurance card are now sent to one organization’s chart system as JPEG files within its size limit.
• Intake Hub staff access now stays in step with AHFE, matched by email address.
• A design review was completed for sending a message after forms are attached.
• The form controls for patient intake forms were finalized to match the final design.
• The shared component library gained input formatting for phone number, date of birth and ZIP code fields, and patient-facing forms were updated to use a single date of birth field that is checked when you move out of it.
• A required emergency triage step was added to the voice AI agents, enforced in code.
• A screened call can now be turned into a live conversation: when the patient accepts after call screening, they are handed to the AI agent.
• A warm transfer briefing message can now include the patient’s phone number.
• On a warm transfer, the patient’s phone number is now passed along with the call.
• Internal groundwork was added for a standard set of outbound call disclosure messages.
• Voice AI agent prompts can now use the current time of day, so an agent can tell callers when the office is closed.
• The voice AI agent now speaks a short waiting line when a lookup takes a long time.
• When an outbound AI agent session starts without a line, the sending line is now worked out from the EHR department.
• The AI agent now understands dates of birth spoken as numbers, such as “1 1 96”, and reads dates back in the form “the [day] of [month]”.
• The tool calls an AI agent makes on the live call path can now be observed, to support testing.
• Internal work was completed so the voice gateway can relay call audio to the AgentCore voice AI agent on the sales demo line.
• Groundwork was added for patient memory, including a patient profile panel and settings page for staff, and reading a patient’s profile to fill it.
• An outbound appointment reminder AI agent for one organization was updated with a new reminder prompt, along with review follow-ups.
• A no-show re-engagement AI agent was built for one organization, sending outbound text messages in English and Spanish.
• Prompt fixes from one organization’s voice AI agent were carried over to its text AI agent and a prompt design guide for AHFE agents was added.
• One organization’s voice AI agent prompt was rewritten to follow the new prompt design standard.
• Appointment reminder and no-show AI agent prompts for one organization were added for both text and voice.
• A flu-shot AI agent’s prompts were improved for one organization, including not booking a time slot chosen before handoff when a parent asks for other times. A local test harness was added.
• A scheduling prompt was tested and refactored ahead of a possible change of language model.
• Case intake and scheduling prompts for one organization were updated, covering warm transfer, re-offering appointments, a new greeting, and how clinical cases are prioritized.
• One organization’s scheduling prompt was updated to handle booking with a patient’s previous provider and to speak a line before every lookup.
• Internal groundwork continued on a new federal reporting service: its first report queries were added and it can now be deployed to test environments.
• A new internal service was added as the foundation for AWS-based communications.
• Flow names in AWS Connect now start with the Rnterprise name, so flows from different enterprises cannot have the same name.
• An alert and a dashboard were added for inbound messages that cannot be processed, so a backlog is noticed right away.
• An internal alarm for outbound calls was corrected so it no longer pages when only reminder text messages are going out.
• Internal work continued on the move to a new Kafka client: a service can now switch between the two clients while running, and connection handling was improved.
• Kafka consumer group rebalances are now counted for the automation Trigger and communication traffic services.
• Alerts for the nightly knowledge base web crawl now read a counter instead of scanning logs, which removes a heavy daily log scan.
• An unused internal machine learning service was retired, along with its databases and cloud resources.
• Code ownership was updated to match the new engineering team structure.
• An internal tool was added that reviews support cases each week and turns feature requests into tickets.

Fixes:

• Links created with {eventMapLink} now include Address Line 2, so patients are sent to the right building. In Settings → Resources, a custom Address Line 2 is kept in the link even when it is the only custom address field set.
• Appointments rescheduled through Oracle Health self-scheduling now keep their start and end time in the practice’s local time, so the time passed to integrations matches the appointment that was booked.
• Staff no longer see a second, outdated navigation bar next to the main menu on the Referral Triggers Queue pages.
• In dark mode, the Method icons on the Triggers table are easier to see and no longer disappear when you move the pointer over a row.
• A Campaign no longer marks all of a patient’s Campaign records as queued when only some of their messages were sent.
• A Recurring Campaign ID created from the Campaign name now contains only letters, numbers, underscores and hyphens, so characters such as apostrophes no longer stop SFTP files from being picked up.
• Message sends no longer wait indefinitely on the link shortener. The call now times out, as expected.
• Scheduled jobs now shut down cleanly while a job is still running.
• Kafka clients no longer lose their authentication for a few minutes every hour in testing environments.
• The new federal reporting service no longer fails to start in a testing environment.
• When call audio is poor and a short answer is transcribed in the wrong language, the AI agent now holds the turn and asks again instead of ending the call as out of scope.
• The AI agent now refuses to create a new chart for a caller who is not allowed to self-schedule at one organization.
• One organization’s AI agent now records that a patient was identified, as expected.
• One organization’s AI agent no longer says it cannot find a physician when the physician was found but the model answered twice.
• One organization’s AI agent no longer says a physician cannot be found when the physician exists but was not returned for that patient and visit reason.
• An unreliable automated test for Triggers was fixed.
• Security improvements made to enhance the product.

October 14, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Users can now use a Starred Inbox view that shows only their starred Patient Channels, with the same filters, search, and statuses as the All Messages view.
• The Scheduled view can now be filtered by time of day. Set a start and end time in the date picker, for example 8:00 AM to 11:00 AM, to narrow the list to appointments in that part of the day.
• Enterprises can now create their own Campaign categories instead of filing everything that does not fit under Other. Users with the Manage Campaigns permission add and remove them in a new Campaign Categories section in Enterprise Settings, up to 50 categories of 60 characters each. Custom categories appear after the built-in ones when you create or edit a Campaign. Removing a category leaves it on Campaigns that already use it. Recurring Campaigns still use the built-in categories only.
• Users can now see a patient's appointments from the last 8 weeks in the Patient Facesheet, under Events → Past Appointments. Each one shows its visit result from the EHR, such as Completed, No-Show, or Canceled. The section title shows how many there are, even when the section is closed.
• When a Campaign has more than one delivery method, the message card now shows Text, Call and Email tabs so you can view each version, including the email subject. The tabs appear on the Campaign Preview step, Campaign Details, and Recurring Campaign Details. Trigger summaries now show the email subject too.
• Messages sent by a Trigger are now labeled Trigger instead of Automation. Hover over the Trigger or Campaign label on a message to see which one sent it, then select it to open it.
• Messages sent by a Conversation Flow are now labeled Conversation Flow instead of Automation, including automated (IVR) phone calls. Hover over the label to see the Conversation Flow's name, then select it to open it. When a Trigger, Campaign, or mamual message starts a flow, the message shows both labels, for example Trigger • Conversation Flow.
• Every user can now see the name of the Conversation Flow or Trigger that sent a message to a patient from within the Patient Channel. Opening the Conversation Flow or Trigger is still limited to users who can edit them.
• The Messaging API (MAPI) now reports when a message is sent with an appointment number (csn) that matches no appointment in the organization. The message is still sent and the response includes a warning. An integration that would rather not send in that case can set the new optional requireCsnMatch field to true, which returns an error and sends nothing, so the integration can retry. This affects API integrations only; there is no visible change in the AHFE platform.
• Phone call statuses for AHFE voice calls, both outbound and inbound, now update within seconds of the call ending instead of several minutes later.
• More system metrics and alerts were added for AHFE, covering automated (IVR) call outcomes, rejected inbound texts, patient identity verification failures, and unrecognized patient replies.
• AI agents can now send patients the links found on a page in a website knowledge base, falling back to the page's own address.
• For one Enterprise, messages that mention symptoms are now routed to the staff groups the Enterprise asked for.
• For one Enterprise, the appointment reminder AI agent can now cancel an appointment when a patient asks, after offering to reschedule first. Its inbound voice agent confirms first name, last name and date of birth one at a time, says a short hold phrase during slower lookups, and reads spelled-out names more slowly.
• For one Enterprise, the text AI agent now identifies what the patient wants first and escalates to staff sooner.
• For one Enterprise, the AI agent can now rank a caller's previous providers and match a provider the caller names.
• For one Enterprise, the inbound voice AI agent can now switch language during a call and always includes a summary when it transfers the call to staff.
• A new alert watches patient identity verification failures on one Enterprise's AI agent calls and texts.
• Groundwork was added to run voice AI agent evaluations automatically.
• More of the Inbox now appears in the staff user's chosen language, including screen reader labels and text from shared components.
• Enterprise and Practice Settings alerts now use one shared component.
• Patient forms now include a code entry screen and a textable phone number is sent when a patient is assigned for a visit.
• Connecting an organization's cloud account for AI agents can now be done from an operator-entered account claim, without an AI agent being set up first.
• Setup continued for partners who offer AHFE under their own brand, including a dedicated web address, sign-in, and branding.
• An internal machine-learning service was retired. Message translation now runs in the main application.
• An unused Practice-level data purge was removed.
• Long data purges now keep running to completion without holding up other work.
• Internal message queue handling was refactored, with no change in behavior.
• Test environments were set up with phone numbers for AHFE inbound automated (IVR) call testing.
• An internal diagnostic setting can now record automated (IVR) calls in test environments. It is off by default.
• Unused federal infrastructure was reviewed so it can be retired.
• Alerting was fixed so expiring single sign-on certificates now raise a ticket automatically.
• Internal build tooling was updated.
• The shared component library was updated so icon buttons use a neutral color and the close button is visible in dark mode.
• Font settings were moved out of individual component themes in the shared component library.

Fixes:

• Users can now find patients by typing a patient ID or name that contains a hyphen or period, such as Smith-Jones, in the All Messages and Scheduled views. 
• In dark mode, the Unconfirmed appointment status chip on the Patient Facesheet is now easy to read. Gray status chips across the platform now meet accessibility contrast standards in dark mode and the appointment card's menu is visible again. Light mode is unchanged.
• A manual message made up only of Smart Phrases placed side by side with no space between them is no longer sent in the wrong language. Smart Phrases are now ignored when the message language is detected and the patient's preferred language is used when there is not enough text to detect one. A manual message with an unclosed brace no longer fails to send.
• Copying an Enterprise's setup now includes its Conversation Flows, as expected.
• Patient email replies are no longer dropped when an error happens while the incoming email is processed.
• Settings alerts no longer show raw field names for fields that are not mapped to a section.
• Decision tree sessions for automated (IVR) calls transferred to staff now close when the transfer happens, instead of staying open.
• Outbound call throttling now keeps counting long and transferred calls, so it no longer places extra outbound calls on the lines kept free for patients calling in.
• AI agents no longer book appointments for patients who are not eligible, such as patients marked as not allowed to self-schedule, deceased, or discharged.
• When a patient has opted out of messages, the AI agent now mentions staff in the conversation instead of dropping the follow-up silently.
• AI agents no longer repeat an identical patient search and a caller now gets a clear next step when a patient record cannot be created.
• Identity verification by text no longer fails for a patient whose record was created automatically.
• When a caller names a provider by last name only, the AI agent no longer says that provider has retired when another provider with the same last name is still active.
• AI agents now recover from more scheduling errors instead of handing the call to staff.
• For one Enterprise, the text AI agent no longer repeats the same sentence while it looks something up.
• Appointment custom data now matches appointment IDs from the EHR whatever the letter case, as expected.
• Queued referral messages are now checked again before they send, so a referral that is no longer eligible is not messaged.
• Intake Hub no longer shows a sign-in screen after a user signs back in to AHFE.
• On patient forms, the AHFE logo no longer flashes before the organization's own logo for partners who offer AHFE under their own brand.
• Inbound text message retries now treat a message as finished only after processing actually completes.
• Services no longer return errors while they shut down during updates.
• Internal messages are no longer processed a second time when a service restarts during a rebalance.
• Internal message queue sign-in was switched back for two services in test environments.
• Security improvements made to enhance the product.

October 1, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Staff and Manager Users with the Recurring Campaigns permission now only see and manage Recurring Campaigns for their assigned Practices.
• Staff can now collapse the left sidebar to show icons only, for more room on smaller screens. Select the panel icon next to the logo to collapse it and select the tab on the sidebar's right edge to expand it. When collapsed, hovering over an icon shows the tab's name and notification badges still show. The choice is remembered in each browser.
• The Inbox now always offers both Close Channels and Open Channels as bulk actions. An action is grayed out only when it can't change anything and hovering over it explains why.
• Each Enterprise can now have its own sender name on emails.
• Outbound automated calls can now use built-in answering machine detection to tell a live answer from voicemail. Live answers hear the greeting and voicemails get the voicemail message. A live answer may hear a short pause before the greeting.
• The minimum wait time for voicemail detection on outbound automated calls was lowered.
• Phone call statuses now update within seconds of the patient hanging up, instead of several minutes later.
• Reminder calls that hit a brief error while being placed are now retried over a longer window, so fewer reminders are missed during a short outage.
• Groundwork was added so Enterprises can define their own Campaign categories for reporting. There is no visible change yet.
• For one Enterprise, a new AI agent now reminds patients of appointments by text and phone.
• For one Enterprise, the text AI agent now has the latest fixes from its voice AI agent.
• For one Enterprise, groundwork was added to connect its AI agents.
• Connecting an Enterprise's cloud account for AI agents no longer requires an AI agent to be set up first.
• Staff account creation was made easier.
• Intake Hub: signed consent form PDFs are now created on the server from the patient's submission.
• Intake Hub now connects to the correct server in each environment.
• Work continues on a backup entry point that keeps incoming text messages arriving during a system outage. It is now built and deployed with scheduled releases.
• System monitoring costs were reviewed to plan future monitoring.

Fixes:

• When the Secure Message Portal is in Arabic or Persian, back arrows now point right to match the right-to-left layout, as expected.
• Smart Phrases and Campaign Variables now get spaces only where needed, so words no longer run together, as expected.
• Translate on a patient's message now detects the language the message is written in, instead of assuming the patient's preferred language. For messages that came back untranslated, select Translate again.
• With the sidebar collapsed and the Inbox open, a long list of saved views no longer pushes Help, Settings and My Profile off screen.
• Inbox conversation titles now show a patient's preferred first name only when it is different from their legal first name, as expected.
• More of the Staff Console now appears in the staff user's chosen language, including Settings messages, Holiday Hours errors and screen reader labels. Settings alerts now switch language right away, as expected.
• Intake Hub: staff sign-out now works as expected.
• Voice AI agents no longer split one caller answer into two turns and then ask again for something the caller already said.
• When a patient hangs up during a warm transfer briefing, the staff member no longer hears silence.
• When a patient hangs up before a warm transfer is answered, the person answering no longer hears only beeps.
• When a patient answers a decision tree voice call and then hangs up, the patient request now closes within about 15 minutes instead of staying open for days.
• Automated phone (IVR) messages in the patient conversation now show the phone number used for the call and are labeled Automation, as expected.
• Security improvements made to enhance the product.

September 2026

September 29, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Patients can now use the Secure Message Portal in their own language, from sign-in through reading and replying to messages. Languages are English, Spanish, Portuguese, Vietnamese, Chinese (Mandarin and Cantonese), Russian, Haitian Creole, Korean, Arabic, French, Persian and Somali. A language selector with a globe icon appears on the sign-in screen and inside the portal.
• Saved views in My Views can now be deleted in bulk. From the ⋯ Actiions menu, select Delete many, choose your views, then confirm.
• Archiving a Recurring Campaign now turns it off and hides it from your list without deleting anything. Select Show archived to see archived Recurring Campaigns, and select Restore to bring one back.
• Outbound automated calls can now play a short greeting, such as "This is {practiceName}.", as soon as the patient answers and before voicemail detection. Wait times for voicemail detection and phone menus can also be set for each enterprise.
• For one Enterprise, the inbound voice AI agent now confirms date of birth first on its third try at verifying a caller's identity.
• For one Enterprise, a new AI agent now texts patients who missed an appointment, in English and Spanish.
• AI agent testing tools now show whether an appointment can be canceled or rescheduled, so the AI agent knows before it offers.
• Test coverage was added for choosing a Staff Console language.
• Intake Hub insurance prototype work was consolidated and documented.
• Routine system events are no longer logged as errors, so real issues are easier to spot.
• Work continues on a backup entry point that keeps incoming text messages arriving during a system outage.
• Removal of an unused Apple Messages for Business integration continues. Other messaging is not affected.
• The system now measures how long each web knowledge base sync takes.
• The first phase of manual regression testing was completed.
• Intake Hub: one Enterprise's consent form was updated with the full legal text.

Fixes:

• Pharmacy dispense updates for prescriptions not in AHFE are now recorded as skipped instead of failed, as expected.
• Web knowledge bases no longer run together text from separate sections of a page.
• Intake Hub: images uploaded in forms now stay after the form is refreshed or reloaded, as expected.
• For one Enterprise, the inbound voice AI Agent now transfers Spanish-speaking callers to the Spanish scheduling line. It also no longer forwards a call after the caller hangs up.
• Patients who sign out of the Secure Message Portal now see their healthcare organization's logo on the sign-in page instead of the Artera logo, as expected.
• A Location's Address Line 2 that comes from the EHR can now be hidden from patient-facing messages with the Hide Original EMR Value checkbox. A new Patient-Facing Location Details card shows what patients will see. Clearing a custom Address Line 2 now removes it, as expected.
• A staff user's saved Staff Console language now carries over when they sign in from a new browser or device, as expected.
• Security improvements made to enhance the product.

September 26, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Behind-the-scenes work has started so AHFE Enterprises can create their own Campaign categories for reporting. There is no visible change yet.
• Upcoming Inbox updates were adjusted. The Match My Filters setting was removed and the Scheduled View now marks which filters are applied.
• Partners who offer AHFE under their own brand can now brand the Secure Message Portal chat. This includes message bubble colors, the chat background, the login screen logo and the AI agent avatar. Portals without custom branding stay the same.
• Numbers you've blocked that text or call your practice line now get updated wording reviewed by Legal. The reply tells them to call 911 in an emergency and to reach their care team another way.
• Automated (IVR) phone calls now record what the caller said when their answer isn't recognized, so it can be reviewed alongside text replies.
• For one Enterprise, the inbound voice AI agent now confirms first name, last name and date of birth one at a time. It also says a short hold phrase during slower lookups and reads spelled-out names more slowly.
• For Athena customers with the setting turned on, AI agents can now tell when the provider isn't available on the day of an appointment. The AI agent explains what happened and offers to reschedule.
• On inbound AI agent calls, the agent now receives the caller's phone number when caller ID is available, so it doesn't ask for it again. The number is never used to verify identity.
• The Loop to Message action now has a Number of loops setting (1 to 20). It defaults to 20, so existing Flows work as before.
• Test coverage was improved for how time displays in the session activity window.
• A new report shows how many unrecognized patient responses are coming in to Conversation Flows.
• For one Enterprise, the outbound voice AI agent now handles requests to stop automated calls. Callers are told they can say "stop calling," and clear requests are honored right away and flagged to staff.
• For one Enterprise, AI agents now send symptom mentions to the staff teams the organization requested.
• A service update reduces brief errors seen while the system is being updated.
• An unused Apple Messages for Business integration, never turned on for any customer, is being removed. Other messaging is not affected.
• The current message composer is now the only composer. There is no visible change. The Enterprise Settings and Self-Reschedule editors can no longer be edited while a save is in progress.
• Test coverage was added for cursor placement in the translations editor.
• An internal messaging system upgrade continues. There is no change to the product.
• Calls to a phone number that isn't assigned to an enterprise no longer set off false system alerts. Callers hear the same message as before.
• Internal cleanup was done on how Inbox filter counts update.
• Automated calls and text messaging were set up for one Enterprise.
• Federal system alerts now reach the right AHFE engineers based on how urgent they are.
• Intake Hub: When staff assign forms, they now choose a line, and the patient gets a text with a link to the forms.
• Intake Hub consent forms can now collect signatures.
• Spacing next to checkbox and radio button descriptions was tightened.
• The shared design library was updated.

Fixes:

• Outbound appointment reminder calls are no longer delayed when many calls start at once. The call rate limit was raised and is being monitored.
• Typing quickly in the message editor no longer drops characters. This affected Conversation Flows, Triggers, Campaigns, Settings and Bulk Messages.
• The message editor now trims text over the maximum length and keeps the cursor in place, as expected.
• Incoming patient texts that were saved but didn't reach the Inbox during a brief database outage can now be recovered by Support.
• The Create Campaign button on an empty Campaigns page now works as expected.
• Automated phone calls that the patient answers and then hangs up on now close within about 15 minutes, instead of staying open for days.
• Inbound automated (IVR) calls now show the caller's menu choices in the Patient Channel, in order with the prompts. One unrecognized answer no longer hides the rest of the call's responses.
• Patient responses and call updates on automated phone calls are now retried after a temporary error instead of being lost.
• Message viewers now load in the Inbox in the federal environment, as expected.
• Prescription dispense updates with a decimal quantity no longer fail, as expected.
• Staff can now load the Conversation Flows list in the federal environment, as expected.
• Security improvements made to enhance the product.

September 25, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Saved views in My Views can now be reordered from the ⋯ Actions menu. Select Rearrange, move your views, then select Done.
• Saved views in My Views now load through an updated, simpler process.
• When a message goes to more than one Practice, the Quick Response list displays only the responses every selected Practice can use. The Quick Response tooltip now explains this.
• The All Messages and Scheduled views in the Inbox now include a Modality filter. Use it to find and bulk message patients by appointment modality.
• Behind-the-scenes updates support the new Modality filter in the All Messages and Scheduled views.
• Patients can now text the same phone number used for automated (IVR) phone calls. Their messages arrive in the Inbox.
• A new backup entry point lets incoming text messages keep arriving during a system outage.
• An existing phone number was moved to the updated phone system, so incoming calls now go through automated call flows.
• A cloud provider limit on managing phone numbers in the federal environment is now being tracked. There is no change to the product.
• Work continues on Analytics Plus.
• The messaging services used to send text messages were reviewed for cost.
• The higher bulk selection limit in the Inbox is now a permanent part of the product.
• Exporting invalid data from a Campaign is now a permanent part of the product.
• Recurring Campaigns you no longer need can now be hidden from the Recurring Campaigns page. Hidden Recurring Campaigns keep their history.
• A new appearance setting lets users choose Light, System or Dark mode.
• Text on Triggers overview pages, grids and tables is now ready for translation.
• Intake Hub now matches forms to appointments using the EHR's event ID. Renaming an appointment type in the EHR no longer stops forms from being assigned.
• In Intake Hub forms, details from a patient's uploaded ID or insurance card now fill in the rest of the form automatically.
• The New Walk-In button has been removed from the Intake Hub list.
• The Insurance action in Intake Hub is now hidden.
• The patient form welcome screen has an updated design, with the Continue and Sign Out buttons at the bottom of the screen.
• Groundwork is in place to write patient form answers back to the EHR.
• AI agents can now listen for the voicemail beep and start speaking when recording begins. This is turned on per agent.
• Syncing a website to an AI agent knowledge base now runs in the background, so it no longer slows down live patient conversations.
• Groundwork is in place to share patient details with AI agents during phone calls.
• Background tasks that keep AI agent phone calls ready to answer quickly now have limits, so they don't overload the system.
• For one Enterprise, the AI agent now names the appointment in its opening messages. It also stops when the patient says the appointment is already taken care of.
• Phone scripts were updated for AI agents within two Enterprises.
• New automated tests check an AI agent's responses before changes go live.
• An inbound AI agent was tested from start to finish.
• New system alerts for the federal environment were set up and tested from start to finish.
• More system alerts and dashboards were added for the federal environment.
• The system now tracks phone menu choices, rejected incoming texts, failed identity checks and patient replies it could not understand, so issues can be caught sooner.
• The team is now alerted when the nightly website sync for AI agent knowledge bases fails.
• The internal system that passes data between services was updated and now has better monitoring.
• Work is underway to upgrade the internal system that passes data between services.

Fixes:

• Apps now show the Federal Edition blue color instead of Artera purple, as expected.
• Setting descriptions on the Default Settings page are accurate again. The Do Not Contact setting now correctly states that only Enterprise users can change it. 
• The error message on the Edit Enterprise page that appears when agent voice settings fail to load now displays in full, as expected.
• Filtering the Triggers page by Resource now shows every Trigger that uses the selected provider, location or device, as expected.
• Conversation Flow replies sent during a phone call now show Automation as the sender in the Patient Channel, matching text messages, as expected. 
• Automated (IVR) phone calls blocked by the patient's phone carrier are no longer marked as completed. Staff can now see calls that never reached the patient and why they failed.
• Automated (IVR) phone calls that end because of an error now show a final call status in the Patient Channel. These calls no longer display a misleading "session has expired" message later, as expected. 
• Selecting more than one event type when building a Campaign audience no longer duplicates or removes selections, as expected.
• AI agent phone calls that last longer than 30 minutes no longer end unexpectedly.
• AI agent knowledge bases built from a website no longer drop text, such as a phone number, that sits next to a heading.
• For one Enterprise, the AI agent now handles a close-but-not-exact name match more carefully when it verifies a patient's identity.
• Services no longer return temporary connection errors while they restart during updates.
• System metrics now reach the monitoring service in the federal environment, as expected.
• The voice settings card now appears as expected in a testing environment.
• Security improvements made to enhance the product.