Product Update - July 22, 2026

On-Call Incident Management — Multiple simultaneous incidents, activation controls, and staff availability management

On-call pools can now handle multiple active incidents at the same time — previously, each pool was limited to a single incident, which forced teams to queue critical events or improvise outside the system. This release adds four complementary capabilities: a dedicated incident activation button and modal that makes escalation a deliberate, one-click action; an actions menu on active incidents for in-flight operations; and a staff disable control that lets pool managers remove an individual from coverage without altering the broader rotation. Together, these bring structured incident lifecycle management to the on-call module.

Use case: A facilities manager running two concurrent equipment failures can now activate separate incidents for each, assign the right responders per incident, and temporarily disable a team member who called in sick — all from the pool view without leaving the platform.

Available in: On-Call Management → Pool → Incidents

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Custom App Icons — Branded icons for custom-built plugin apps across all surfaces

Custom-built plugin apps now display the icon chosen during plugin configuration everywhere the app appears — the left navigation rail, the sidebar app list, the in-app header, and the app marketplace gallery. Previously, all custom plugins showed a generic grid icon regardless of how they were branded, which made it difficult for employees to identify and navigate to them. The icons are rendered using the same gradient tile style as native apps, so custom plugins look consistent with the rest of the platform.

Use case: A company with a custom-built "Expense Approvals" plugin can now see its designated icon in the sidebar alongside native apps, making it instantly recognizable to the employees who use it daily.

Available in: Workforce Bots → Plugin Settings → Icon

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Plugin Builder Live Narration — Real-time streaming as the AI builds your plugin

The AI Plugin Builder now narrates its work in real time as it constructs a plugin, streaming each step of the build process as it happens. Previously, the builder ran silently and delivered a completed result only at the end, leaving admins uncertain whether work was progressing or stalled. With live narration, each phase of the build — planning, scaffolding, tool configuration — surfaces immediately in the chat transcript, making the process transparent and easier to course-correct if the AI's interpretation diverges from intent.

Use case: An IT admin building a custom leave-request bot can now watch the AI reason through each step of the configuration in real time, stepping in with corrections before the full build completes rather than reviewing a finished artifact that needs to be rebuilt from scratch.

Available in: Workforce Bots → Plugin Builder → Build Chat