Release Notes - LSMS 14

Release: March 19, 2026

Overview

This release turns AI Receptionist from an early AI response concept into a full receptionist platform for SMS and voice. The rollout added structured routing, bilingual handling, custom routes, service-specific intake, booking handoff, transfer/voicemail operations, forwarding setup, QA analytics, and a cleaner navigation model that separates Voice, Nexus AI, Web Chat & SMS, and Marketing.

AI Receptionist Release Notes

Core AI Receptionist

• Introduced AI Receptionist as a shared routing and intake layer for both SMS and phone calls.
• Added system routes for:
  • Potential New Client
  • Existing Customer
  • Emergency
  • Sales / Spam
  • Other
• Added route outcomes for:
  • Answer with AI
  • Answer with AI, then take a message
  • Schedule an appointment
  • Transfer the call
  • Take a message
  • Send a follow-up SMS
  • End the call
• Added normalized data collection so routes can capture cleaner structured booking and intake details.
• Improved booking flow quality, route qualification, call routing, and intent matching for more natural real-world requests.
• Expanded symptom-based matching so natural service-language can trigger the right booking or support flow.

Custom Routes and Route Management

• Added custom route creation on top of protected system routes.
• Added archive/delete support for custom routes.
• Added drag-and-drop route sort order.
• Added route packs, route-level collect fields, custom questions, qualification rules, and persona presets.
• Added route-level transfer targets and follow-up templates.
• Improved route card layout, spacing, and planning UI polish.

Nexus AI and Receptionist Handoff

• Clarified and strengthened the relationship between Nexus and AI Receptionist:
  • Nexus remains the shared AI brain
  • AI Receptionist handles routing, intake, qualification, and next-step workflows
• Added AI handoff behavior for routes like Other and General Questions.
• Improved Nexus / receptionist workflow transitions and handoff behavior.
• Added support for routed AI answering during receptionist flows instead of forcing everything into booking or message-taking.

Voice and Booking Experience

• Added AI voice and voice selection improvements.
• Updated voice handling multiple times to support receptionist routing, confirmations, and better call behavior.
• Improved booking flow confirmation behavior and corrected gather/say confirmation issues so spoken confirmation works more reliably.
• Added emergency-specific action updates for urgent routing behavior.
• Added booking handoff improvements and cleaner booking dispatch behavior.
• Moved booking dispatch controls into AI Receptionist where they belong operationally:
  • Send Booking to Integration
  • Primary booking destination
  • Require final confirmation
  • service mapping overrides

Bilingual and Spanish Improvements

• Added preferred language visibility and stronger bilingual handling.
• Added Spanish intent keywords to system routes.
• Added broader state translation and normalization.
• Added accent-insensitive Spanish route matching.
• Added Spanish custom question support.
• Expanded Spanish handling across route matching, booking flow, and structured receptionist prompts.

Operations Console

• Added AI Receptionist operations features:
  • team directory and transfer targets
  • follow-up templates
  • caller-ID number rules
  • blocked/protected/direct-transfer/send-to-voicemail behavior
  • voicemail greeting upload
• Added field-level info/help cards across AI Receptionist.
• Improved AI Receptionist column/layout behavior and operational organization.

Forwarding Setup

• Added guided forwarding wizard.
• Added provider-specific forwarding setup guidance and related UI support.
• Improved the operational setup layer so forwarding setup lives with AI Receptionist instead of generic integrations.

Analytics and QA

• Added AI Receptionist analytics.
• Expanded voice recordings into a richer QA and audit surface.
• Added summary widgets, dashboards, and analytics-driven views for receptionist outcomes.
• Added voice recording analytics updates and related bug fixes in tabs/pagination/details behavior.

Service Intake Trees

• Added the service routing and intake tree foundation.
• Added service intake routing updates and NLP improvements.
• Added manual service-tree editing.
• Moved service intake trees onto their own dedicated page.
• Improved service intake tree routing and matching behavior.
• Added broader humanized normalization so the system handles more natural human answers for:
  • contact details
  • location
  • date/time
  • confirmations/corrections
  • symptom/service mapping
  • equipment details
  • urgency/safety
  • role/relationship
  • availability constraints
  • side questions
  • speech noise / ASR artifacts

Navigation and Product Structure

• Renamed and reorganized navigation for clearer product ownership.
• Chat & Widgets is now Web Chat & SMS
  • Widget Settings
  • SMS & Chat Automation
• Voice & AI was split into:
  • Voice
    • AI Receptionist
    • Service Intake Trees
    • Voice Settings
    • Voice Recordings
  • Nexus AI
    • Nexus Knowledge & Personality
    • Nexus AI Settings
• Moved Marketing Widget and GBP Widget under Marketing & Campaigns.
• Renamed the legacy Autoresponder page to SMS & Chat Automation.
• Cleaned up legacy autoresponder responsibilities so booking dispatch now lives with AI Receptionist instead of being mixed into SMS/chat automation.

Legacy Cleanup

• Cleaned up legacy autoresponder behavior and removed stale/unused controls.
• Removed obsolete conversation-depth/stopping-condition settings.
• Removed the old cold lead notification feature and related dead code.
• Preserved SMS/chat automation behavior while separating it more clearly from voice and receptionist operations.

Commercial / Packaging

• Added Voice module and add-on updates so AI Receptionist voice usage can be packaged and sold more cleanly alongside the broader platform.