Product Update - April 29, 2026

AI Front Office — AI receptionist for inbound calls, SMS, and online booking

AI Front Office is a new MangoApps marketplace app that gives businesses a fully automated customer-facing layer. A configurable AI receptionist handles inbound web chat and SMS messages around the clock — answering common questions, capturing contact details, and collecting service requests through a structured intake flow. When a customer submits a booking request, a built-in speed-to-lead monitor tracks response time, a dispatcher-routing engine assigns the request to the right field technician based on configurable rules, and managers can monitor conversion rates, response times, and call quality scores from a live analytics dashboard. Businesses using Field Service Suite get end-to-end coverage: AI Front Office auto-creates or attaches a customer record and work order the moment a dispatcher approves a booking.

Use case: A home services company receives a service inquiry at 10 PM via its website. The AI receptionist collects the customer's address and issue description, creates a booking request, and the on-call dispatcher approves it first thing in the morning — the field technician's schedule is updated automatically.

Available in: AI Front Office → Receptionist, Bookings, Analytics

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Universal Bookmarks with Notes and Search — save and annotate anything across the platform

The Bookmarks app now covers nine additional content types: policies, SOPs, tasks, wiki pages, site pages, library items, job postings, recognition posts, and message comments. A save button appears inline on each record so employees can bookmark content without leaving the page. Each bookmark can have a private note (up to 500 characters) added and edited inline. The /bookmarks page now supports filtering by content type, full-text search across titles and notes, and newest/oldest sort — making it easy to rediscover saved content even for users with large bookmark collections. This gives every employee a personal reference layer that spans the entire platform, not just messages and workspaces.

Use case: A safety manager bookmarks the relevant SOP, the related policy, and the training course for a new compliance process — then adds notes with context to each — so the full reference set is in one place when onboarding new employees.

Available in: Bookmarks → My Bookmarks → Filter / Search

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Auto-Grant Skills from Training Completion — automated skill and certification awards when courses are finished

Course administrators can now map any training course to a specific skill and proficiency level. When a learner completes the course, the matching entry is automatically created or updated on their Skills & Certifications profile — with the certification date and expiration date derived from the course's certificate validity setting. If an employee retakes a course, their profile is refreshed without downgrading a higher proficiency they may have earned through other means. This closes the gap between learning completion and workforce planning data: scheduling, succession, and compliance reports reflect the new skill immediately, with no manual HR data entry.

Use case: A facilities company requires all technicians to complete an HVAC safety course annually. When a technician finishes the course, the HVAC certification on their profile is renewed automatically — and the scheduling engine can immediately assign them to jobs that require it.

Available in: Training Connect → Course Settings → Skill Award; Skills & Certifications → Employee Profile