Changelog
Notable changes to the Customer Portal, newest first.
2026-10-01 — Playbooks are internal
Clients no longer see their playbook: the Playbook item is gone from the client sidebar and phone tab bar, and the page is refused to clients. Playbooks hold internal call-handling detail such as escalation contacts and routing. Supervisors still read any company's playbook and admins still edit it; Agent Assist is unaffected. Clients who want a change to how their calls are handled contact their CIC account manager. See Reviewing Playbooks.
2026-09-30 — Phone-menu time off the customer Overview
Customers no longer see Avg. time in phone menu or its "target under 0:30" on their Overview, which now shows Total calls, Booked jobs and Minutes used. Most contracts don't include an answer-time commitment, so the target read as one. CIC staff viewing a company still see it. See Dashboard.
2026-09-08 — One Stripe customer per entity for group clients
Companies of an organization that invoices separately (Zephyr LLC) get their own Stripe customer, named "organization:company" so QuickBooks maps it to the sub-customer, with their own payment method. See Organizations.
2026-09-04 — Billing names for Stripe and QuickBooks
Companies and organizations have a Billing name, the customer name as it is in QuickBooks. Stripe customers are created under it and renamed when it changes, so invoice exports land on the right QuickBooks customer. See Stripe Billing.
2026-09-04 — Dry run for any span of days
The invoice dry run has a Custom range (usage only) option for month-end accruals: minutes and per-call lines for any From/To dates, with the per-period fees, minimums and bundle allowances left out and a note saying so. See Invoice Dry Run.
2026-09-04 — Billing on the 25th
A contract can be invoiced on the 25th of each month for every billing week that ended by then, due on the 10th of the following month. This is Expert Heating's cycle. The invoice dry run previews it. See How Billing Is Calculated.
2026-09-03 — AI agents can read billing data
Admins can connect Claude or any MCP client to the portal and ask it to reconcile contracts, invoices and usage against finance's spreadsheets. Read-only, admins only. See Connecting AI Agents.
2026-09-03 — Routing and test campaigns hidden from billing
Companies auto-created for Booking_*, Outpulse* and test campaigns are inactive and no longer clutter the dry run. A Hidden section on the dry run lists any inactive company that still took calls, with an Activate button; the Companies page has an Active/Inactive filter; and a notification tells admins and supervisors when a brand-new campaign starts taking calls. See Companies at Scale.
2026-09-03 — Bundle, launch and monthly billing
Bundle contracts bill a fee for included minutes plus overage; launch contracts bill per minute with no fee for 90 days; monthly contracts bill the calendar month and can carry net-N payment terms. Legacy plans describe pre-menu terms. See How Billing Is Calculated.
2026-09-02 — Contracts and plans
Billing terms now live on a per-company contract created from a standard plan menu editable under Plans; any number can be negotiated per client. Companies can list additional Five9 campaign names; organizations can invoice each company separately. See Contracts and Plans.
2026-09-02 — Invoice dry run, Eastern billing weeks, call review
Billing weeks are Sunday–Saturday Eastern; manual outbound calls carry a 1.5-minute allowance; a new Reviewer role can approve a flagged call as billable. The Invoice dry run page previews any week without creating anything. See Invoice Dry Run and Reviewing Calls.
2026-09-01 — Twilio Flex single sign-on
The portal acts as the SAML identity provider for Twilio Flex. See Twilio Flex SSO.
2026-08-31 — Stripe customer removal
Deleting a customer in Stripe now clears it from the matching company or organization in the portal, so billing setup does not point at a customer that no longer exists.
2026-08-28 — Tickets
Supervisors can raise tickets about a client; admins work them to resolution. See Tickets.
2026-08-28 — Call page shows the agent's submission and the customer email
A call's page now includes the Agent Assist submission for that call, a preview of the email sent to the customer, and its delivery status. The Calls list can be filtered by customer email status.
2026-08-04 — Playbook editor for SOP schema v3
The playbook editor was rebuilt around the v3 intake form used by CIC Assistant, so what supervisors fill in for a company is exactly what agents see on a call. See Reviewing Playbooks.
2026-08-03 — Call submissions in the portal
Agents can complete the call form from the portal's Clients page, not only from the desktop app, and admins browse every submission under Call Submissions with filters for company, agent, status and date. Agent Assist installers are downloadable from the portal.
2026-07-16 — Customer email after a matched call
When an agent's call submission is matched to the Five9 recording, the portal emails the client's contacts a summary of the call.
2026-07-10 — Insufficient-funds alerts
When Stripe reports a payment that failed for insufficient funds, the company or organization is flagged, subscribed admins are notified, and the Companies page can filter on it. The flag clears when a payment succeeds. See Stripe Billing.
2026-07-09 — Missing payment method alerts
The Companies page shows each company's payment status. A card added through the portal becomes the default payment method automatically, and a company or organization without one triggers a "Missing payment method" notification to its billing contact and to subscribed admins. See Notifications.
2026-07-09 — Non-booked jobs review emails
Calls can be filtered by Booked and Nonbooked jobs, and supervisors and admins can opt in to a "Nonbooked jobs need review" email from their notification preferences. The dashboard widgets link straight to the preference.
2026-07-01 — Call submissions linked to recordings
Agent Assist submissions are matched to the Five9 recording of the same call, so a call's page and its submission agree. The Calls list also shows the caller's number, the time and the agent's name.
2026-06-30 — Nightly database backups
The portal database is backed up to S3 every night.
2026-06-26 — Billing process
First version of the invoicing pipeline: calls are priced from disposition billing rules into invoice line items with plain descriptions, a "Mark call as reviewed" action and a For review filter on Calls flag questionable calls, and call submissions are available through the API.
2026-06-26 — Missed opportunities
The Dashboard now surfaces abandoned and disconnected calls from the regular Five9 sync, helping supervisors spot missed opportunities within the 15-minute operating interval.
2026-06-26 — AI usage tracking
The portal now records estimated AI usage and cost for every assistant-supported call, giving admins a reliable source for monitoring spend by rep, day, and model.
2026-06-23 — CIC Assistant rep guide
The docs site gained the CIC Assistant guide for reps. See CIC Assistant.
2026-04-23 — Inbound numbers
The portal now tracks the actual phone numbers tied to each company, with full audit trail of when numbers were added, edited, or deactivated. See Your Inbound Numbers.
2026-04-23 — Playbook versioning
Every change to a playbook is now preserved as a separate version. Read prior versions, compare to current, see how the playbook evolved. See Reviewing Playbooks.
2026-04-23 — Forecasting
A forward-looking view of expected call volume for the coming days, based on each company's historical pattern. Available as a Dashboard widget and a dedicated view. See Forecasts.
2026-04-22 — Abnormal call-volume detection
The portal now watches each company's call patterns and alerts admins when volume is sharply higher than expected. See Call Spikes.
2026-04-15 — Playbooks
Each contractor company now has a written playbook — the operating manual CIC agents use when answering their calls. Customers can read it; supervisors and admins can edit. See Reviewing Playbooks.
2026-04-07 — Stripe invoices
Invoices generated by Stripe now appear natively in the portal. Customers see what they owe, what's been paid, and the full line-item breakdown. See Your Billing.
2026-03-25 — Notifications
A first-class notification system. Bell icon with unread count in the top bar; per-user preferences for which events you want to hear about. See Notifications.
2026-03-24 — Self-serve payment setup
Customers can now add and update their card directly in the portal. Stripe Elements handles the secure card form. See Your Billing.
2026-03-20 — Stripe usage billing
Calls are metered and pushed to Stripe end-to-end. Usage-based invoicing works automatically.
2026-03-17 — Organizations
A new top-level concept. An organization can own multiple contractor companies — useful for franchises and multi-location operators. Billing rolls up to the organization. See Organizations.
2026-02-27 — CSV exports
Customers can download their call data to a spreadsheet. Filterable by date range, agent, disposition, etc. See CSV Exports.
2026-02-25 — Localized timestamps
Times shown on the page now match the viewer's browser timezone instead of always showing server time.
2026-02-24 — Call audio
Recordings now include the actual audio file from Five9, playable in the browser. See Recordings.
2026-02-18 — First production deploy
Pre-launch UI cleanup, error tracking via Sentry, captcha on sensitive forms, and the first push to a live environment.
2026-02-11 — Dashboard statistics
First version of the call dashboard — daily totals, trends, breakdowns. See Dashboard.
2026-02-06 — Recordings
The integration with Five9 lights up. Every call CIC handles starts flowing into the portal automatically.
2026-01-28 — Two-factor authentication
Optional 2FA via authenticator app added to every account. See First-time Setup.
January 2026 — Foundations
Skeleton, login, user roles, invitations, teams, companies, trades, profiles, branded emails. The portal goes from empty to functional. See Roadmap for the foundational set in detail.