Product Updates
The latest from Agent 365 CRM and MLB Apps.
September 5, 2026
Clicking on a contact name in opportunities or appointments list view now opens a unified overlay instead of redirecting to the contact detail page.
What's New
- Unified overlay gives quick access to conversations and key contact information in one place.
- Send SMS or email, make calls, or edit basic details without leaving the current view.
- Reduces context switching and improves workflow efficiency.
- Supports flexible viewing modes — switch between drawer, single panel, and full-screen for a more focused workspace.
Smart List Preferences improve the overall UI/UX by giving users more control over how they access and view their Smart Lists. Users can choose whether to open a selected Smart List by default or continue from the last opened Smart List, making the experience faster and more personalized. We have also improved the table view with options like row style and row height, so users can adjust the layout based on their working preference and screen space.
What's New
- Default Smart List: Choose between a selected Smart List or the last opened Smart List.
- Selected Smart List: Always opens the specific Smart List chosen by the user.
- Last Opened Smart List: Automatically opens the Smart List the user accessed most recently.
- Row Style: Lets users choose how Smart List records are displayed.
- Row Height: Allows users to adjust table spacing for a compact or comfortable view.
- Better UI/UX: Improved layout and viewing preferences make Smart Lists easier, faster, and more flexible to use than before.
September 4, 2026
This allows users to set common text presets that they add to their additional notes for quick access.
Links
- Instructions & HTML download: https://docs.google.com/document/d/1LeD2jwKuxMU0sw8UAJbsEwOGVKWP2gxc2V1mZmjvpK8/
- Video walkthrough: https://www.loom.com/share/7bc9c97a7a9b4cd4bdc009197ab2e32e
August 17, 2026
- Tags are now easier to organize, identify, and manage with tag categories and customizable tag colors. You can group related tags into categories and assign colors to make tags easier to recognize across your account.Existing tags will automatically appear in gray and will be placed under the No category category, so your current setup continues to work without any additional configuration.What's new
- Customize tag colors
- You can now assign a color to each tag to make it easier to identify at a glance.
- Choose from a predefined list of colors.
- Use the color picker to select a custom color, including colors that match your brand.
- Tags without a selected color will use gray by default.
- Existing tags will initially appear in gray, and you can update their colors at any time.
- Tag colors are reflected when adding tags from the contact details page and when viewing tags in Smart List columns.
Organize tags with categories- Tag categories give you a structured way to group and manage related tags.
- Create categories and group multiple tags under them.
- Move individual tags or bulk move multiple tags between categories.
- Every tag belongs to a category.
- Tags without an assigned category are automatically placed under No category.
- All existing tags will initially be placed under No category and can be moved into newly created categories.
- If you delete a category containing tags, those tags will automatically move to No category.
August 8, 2026
A 39-day email nurture campaign for annuities and fixed index annuities (FIAs) is now available. It educates contacts on annuities as retirement income tools and moves them toward a scheduled appointment, with an educational, low-pressure, consultative tone throughout.
What's New
- New "Annuity Campaign" tag added to a contact triggers an 11-email sequence over 39 days.
- Sequence stops automatically if the tag is removed or the contact replies to any email.
- Every email ends with a "Schedule a Conversation" CTA button — no hard sells.
Summary
- Day 1: Introduction to annuities and why they matter for retirement income
- Day 4: How annuities work (contract setup, accumulation, income)
- Day 7: Annuities as one piece of a broader retirement income strategy
- Day 11: How FIAs balance growth potential with market loss protection
- Day 15: Where FIAs fit within a retirement plan
- Day 19: Managing market risk with insurance-based products
- Day 23: Connecting annuities to the contact's personal goals
- Day 27: Optional riders (income, LTC, death benefit, return-of-premium, etc.)
- Day 31: Annuities are customizable, not one-size-fits-all
- Day 35: Recap of key insights from the campaign
- Day 39: Final push and invitation to take the next step with agent guidance
How it works
- Trigger: "Annuity Campaign" tag added to a contact in the CRM.
- Cadence: sent immediately, then Day 4, 7, 11, 15, 19, 23, 27, 31, 35, 39 (every 4 days after Day 7).
- Stop conditions: tag removed, or contact replies to any communication.
- Key themes: tax-deferred growth, structured income, market protection, no-obligation review, agent as advisor not salesperson.
More Detail
- For more detail, go to the Annuity Campaign Workflow on the left side: https://ac.mlbenefitsco.com/crm/agent-communication-automation-flowchart/
August 6, 2026
- 3rd of August, 2026You can now choose exactly which devices ring and handle audio for your calls in the web dialer.
How to use this?Open audio settings from the gear icon in the dialer header.
Pick your main speaker for call audio, optionally ring one additional device at the same time (like a headset plus your desk speaker) to ensure you never miss an inbound call. Choose which microphone to use.
Test buttons let you preview the speaker and additional device before saving, and the microphone picker shows a live volume meter so you know it's picking up sound.---This is available via Labs. You can enable it under Labs by following these steps:- Go to agency settings > Labs
- Look for "Audio settings for voice calls"
- Click on "Activate Feature"
- Bulk select and enable it for the locations you want
---Note: Safari currently supports only one audio output device, so use Chrome or Edge for full control over device selection.
July 31, 2026
What's New
- When you reply to a contact over SMS, the AI SMS automations for that contact stop.
What's New
- If a contact does not already have an opportunity, the pre-appointment survey creates one for you.
How it works
- The opportunity is created once the contact submits the survey.
- The pipeline is chosen from the contact's survey response about what type of insurance they are looking for.
- It lands in the Task/Follow Up stage.
- You are notified by email when it is created.
What's New
- AI auto-responses now hold overnight activity until 8am in the contact's hours.
How it works
- 30-minute timeout messages (sent when a contact starts a conversation but stops) wait until 8am instead of going out overnight.
- If there is high intent based on responses received between 8pm and 8am, a call to you and then the contact no longer happens until 8am the next morning.
What's New
- Marking a contact's opportunity status as Abandoned removes them from all communication.
How it works
- The contact is removed from all communications and any communication tags are removed.
- Abandoned contacts are only contacted for Countdown to Medicare.
What's New
- Setting an opportunity status to Lost now also removes clients from the sold workflow and from long term.
November 14, 2025
Summary
Changes are for: Allows on-screen Fact Finder in CRM.
What's New
- Within a Contact you can fill out a Fact Finder right on-screen.
- Any data you already have entered in the contact will be imported into the Fact Finder.
- Data will save each time you press next (without needing to Submit).
- If you Submit the Fact Finder, 2 Notes will be created: Note 1 combines all Fact Finder notes into one note; Note 2 combines all prescriptions as one note (you can copy and paste this into Health Sherpa Medicare using the Prescription AI).
July 3, 2025
Summary
Changes are for: Easy access for most looked at contact info.
What's New
- With Contact Quick View you can easily see basic information for your contact, spouse, and dependents, as well as active policy information.
- Search within the Contact Quick View.
- Print the Contact Quick View screen (only prints open accordions).
- Hides extra dependent or policy fields with no data.
June 17, 2025
Summary
Changes are for: New SOA's sent; Manually updated SOA expiration fields.
What's New
- When SOA is signed by the client, an expiration date 1 year out will be input into the SOA Expiration field under Contact Information.
- 30 days prior to the expiration date, you will receive an email that a client SOA is expiring.
- A new SOA will be sent to the client along with an accompanying email letting them know.
June 16, 2025
Summary
Changes are for: Appointment Confirmation Email; Appointment 24hr Reminder Email + Text; Appointment 1hr Reminder Email + Text.
What's New
- Branded emails with MLB.
- Sends preferred first name.
- Shows location/meeting.
- Allows client ability to add appointment to calendar using icons.
- Added FAQ for client.
- Updated social icons to allow click to pages.
- Updated text wording for 24hr and 1hr reminders.
New 24hr Reminder Text
- "Hey {{contact.preferred_name}}, Quick reminder that our meeting is in 24 hours. You will also get an automatic reminder an hour before. Have a great rest of your day!"
New 1hr Reminder Text
- "Hey {{contact.preferred_name}}, Your appointment is in 1 hour! If you're unsure of what information we may need please take a look at the FAQ in the appointment emails. Thank you!"
Links
- Confirmation Email Preview: https://backend.leadconnectorhq.com/emails/builder/preview/Ya6KPq6enBHZQefoCdk6/66ba4dd94d77bb5d938a83fa
- 24hr Reminder Email Preview: https://backend.leadconnectorhq.com/emails/builder/preview/Ya6KPq6enBHZQefoCdk6/6847b812c7682d3ef2e7057c
- 1hr Reminder Email Preview: https://backend.leadconnectorhq.com/emails/builder/preview/Ya6KPq6enBHZQefoCdk6/6847b6bd76ec52f17dc4b658
Summary
Changes are for: New Leads from Vendors.
What's New
- When a new lead is created it will update the contact's time zone based on state.
Please Be Aware
- States in multiple timezones may not be 100% correct. If you have a city in a multi-time zone state that auto assigns the wrong time zone, please let us know! Email crm@mlbenefitsco.com.
- States with multi-time zones: Florida (Eastern & Central), Indiana (Eastern & Central), Kentucky (Eastern & Central), Tennessee (Eastern & Central), Texas (Central & Mountain), North Dakota (Central & Mountain), South Dakota (Central & Mountain), Nebraska (Central & Mountain), Kansas (Central & Mountain), Idaho (Mountain & Pacific), Oregon (Pacific & Mountain), Alaska (Alaska & Hawaii-Aleutian).
Summary
Changes are for: All Calls Inbound and Outbound from CRM or Lead Connector; Manually Change Inbound or Outbound to Track Total Calls.
What's New
- Contact Folder Call Counter Now Operable. All calls Inbound and Outbound will now be tracked if made from either the CRM or Lead Connector app.
- Manually Track Calls by updating the Call Counter (Total Calls will Auto-update).
Update Added
- Leads now move through call stages based on how many calls were made outbound.