What changed in AgencyView
Every change shipped to the AgencyView platform, newest first, with the date it went live and who it affects.
Two-factor authentication, and a longer idle sign-out
· 2026.09.08 · Agency admins, Agents, CSR seats
Two-factor authentication is live and becomes required for agency admins on 22 September. Sessions now sign out after 60 minutes of inactivity rather than 15.
- Security. Two-factor authentication is available now, using any authenticator app. Turn it on from Settings.
- Security. It becomes required for agency admins and sub-agency admins on 22 September 2026. Until then you can postpone the prompt; after that date it has to be set up before you can carry on. Every other role is welcome to enable it but will not be asked to.
- Security. The check is enforced on our servers, not in the browser. Until you enter a code, an enrolled account sees no client records at all, anywhere in the app or through the CRM.
- New. Enrolling gives you ten single-use recovery codes, shown once. Redeeming one removes the lost authenticator so you can set up a new one, and an admin can reset it for you if the codes are gone too.
- Improved. The automatic sign-out after inactivity is now 60 minutes, raised from the 15 minutes announced earlier today, because agents were being signed out while working a single contact. You still get a warning two minutes before.
What's New in the app, and a public changelog
· 2026.09.08 · Agency admins, Agents, CSR seats
Every change to the platform is now written down in one place, visible from inside the app and on the public site.
- New. What's New sits in the top bar of the app and lists every release, newest first, with who each one affects. A dot appears when there is something you have not read.
- New. The same record is public at agencyview.net/changelog, so an agency can see what changed without signing in.
September pricing, license monitoring, and automatic logoff
· 2026.09.08 · Agency admins, Agents, CSR seats
Plans are now described by what they sell, license monitoring is priced per license, and idle sessions sign out on their own.
- Security. Signed-in sessions now sign out automatically after 15 minutes without activity, with a warning first. This is the HIPAA automatic-logoff safeguard; it applies to every role.
- New. License monitoring is priced at $1.50 per month per monitored license. Auto-renewal passes the state fee through at cost.
- Improved. The pricing page and feature grid were rewritten around what each plan actually includes.
- Improved. Every existing agency keeps the seat settings it signed up with. The September pricing applies to new agencies only.
CFO Center, the newsroom, and CSR guardrails
· 2026.09.06 · Agency admins, CSR seats
Agency owners get a finance view over their commission income, the company gets a newsroom, and CSR seats lose the ability to delete anything.
- New. The CFO Center gives agency owners seven finance tabs over one policy ledger: Overview, Retention, Receivables, Carriers, Growth, Monthly Close and Planning. Twelve months show as twelve.
- New. The commissions dashboard shows the commission paid each month.
- New. AgencyView has a newsroom with press releases, company boilerplate, brand assets and a media contact.
- Security. A CSR seat cannot delete anything: contacts, notes, policies, alerts or files. The rule is enforced at the database and the CRM proxy, not just hidden in the interface.
- Security. CSR seats no longer see commission data anywhere in the app.
- Improved. An unsigned Business Associate Agreement is chased on day 3 and day 5, the signer is recorded so an executed copy can be produced, and every agency can read its own BAA.
Commission history, clawback alerts, and policy link repair
· 2026.09.05 · Agency admins, Agents
Commission statements are mirrored nightly and matched to the policy they pay on, so a chargeback or a policy that stopped paying shows up as a contact alert.
- New. ComTrack commission statements are mirrored every night, and the Commission History tab on a contact is served from that mirror instead of a live lookup.
- New. A commission clawback raises a contact alert, and the Commission History tab shows clawbacks with a visible red outline.
- New. Policies the carrier stopped paying on, policies that never paid, and clients the carrier pays for while the CRM says otherwise are flagged for review.
- New. Commission alerts are their own alert category, visible only to roles allowed to see commission data.
- Improved. Each commission row is matched to a specific CRM policy, not just the contact, with the matching rules for suffixes, misspellings, Jr./Sr. and same-name collisions written down.
- Fixed. A policy is never left unlinked from its contact: every relation write is verified and a scheduled repair re-links any orphan.
- Improved. A CSR's owner and the owner's agency admins can see and coach the CSR's calls, including recordings the CSR held.
- Improved. HealthSherpa policy statuses are linked to CRM policies through the transaction id in the export.
HIPAA Compliance Center, signup gates, and transcription opt-out
· 2026.09.04 · Agency admins, Agents, CSR seats
The Compliance Center runs on real audit data, self-serve signup is limited to the USA, and an agency or an agent can opt out of call transcription entirely.
- New. The HIPAA Compliance Center is wired to real data: audit logs, active sessions, workforce training, incidents with the 60-day notification clock, compliance reports, and BAA obligations.
- Security. Opening a contact is logged as PHI access, and every audit event and failed login records the source IP address.
- Security. Self-serve signup is limited to the USA and its territories. A rejected NPN now closes the account instead of only flagging it, and the decision email is sent automatically.
- New. Every new agency is sent the Business Associate Agreement automatically, and the Sign BAA Agreement button on the compliance alert sends it on demand.
- New. An agency, or an individual agent, can opt out of call transcription. With either opt-out set, no audio leaves the platform.
- Improved. Indexed universal life and long-term care are recognised policy types, and a new location is provisioned with only the objects and fields its onboarding products call for.
- Security. The ComTrack key webhook verifies the HMAC signature on every delivery.
Agent Hub, survey address autocomplete, and client matching
· 2026.09.03 · Agency admins, Agents
Agents get the carrier portal list and call scripts they kept in bookmarks, and surveys stop creating duplicate clients.
- New. The Agent Hub carries every carrier portal login, filterable by state, and the call scripts agents were rewriting from memory.
- Improved. Survey address boxes autocomplete, and the county is carried to the CRM contact with the address.
- Fixed. A survey submission is matched to an existing client before a new one is created, a refused contact update no longer looks like a successful submission, and a second submit attempt keeps the spouse.
- Improved. A client's language preference is written to their CRM contact automatically.
- Improved. An agent-filled quote is prefilled from the contact it is bound to.
- New. A deactivated-policy review export is available for verifying a book after an import.
Incoming-call screen pop stays up
· 2026.09.02 · Agency admins, Agents, CSR seats
The card for an answered call stays on screen until the agent clears it, and a second ring no longer tears down the call in progress.
- Fixed. The screen pop for an answered call stays up until the agent dismisses it. Before, a ring on another seat in the group cleared it seconds in.
- Fixed. Screen pop works for agents on the RingCentral desktop app.
- Improved. A known caller's card shows the phone on file, email, date of birth, address and assigned agent, with Open in CRM, Start a quote and Open contact. An unrecognised number offers Start a quote or Save as new contact, and a quote started from it creates the contact first so nothing is left unattached.
A known caller: the details on file and the three actions, before the call is answered.
An unrecognised number: start a quote or save the caller as a new contact.
Call transcription, call coaching, in-app issue reports, and contact alerts
· 2026.08.29 · Agency admins, Agents, CSR seats
Recorded calls are transcribed and scored on the platform, anyone can report an issue with Ctrl+F1, and contact alerts can be filtered and resolved.
- New. Recorded calls are transcribed and scored on the platform with a pooled allowance of 1,000 minutes per seat each month and a $21 top-up pack. Spanish calls are transcribed too.
- New. Publishing a transcript to the CRM is gated behind a per-call review, with an agency setting to publish every transcript without review.
- New. Enhanced Call Coaching runs on real transcripts and scores; the placeholder figures were removed.
- Security. Call recordings and their audio are scoped to the owning agency, and platform staff no longer have access to any agency's call data.
- New. Anyone can report an issue from inside the app with Ctrl+F1, attach a screen recording, and receives a numbered ticket by email.
- New. Contact Alerts can be marked as dealt with, filtered by Demographic, Billing or Carrier, and appear in an Active Contact Alerts smart list.
- Improved. A STOP reply is honoured immediately and the contact's do-not-disturb state is kept in step with the CRM.
- Improved. The contacts list loads from a local mirror and opens on whoever was worked most recently. The full record is fetched when a contact is opened.
- New. The import tool reads an EZLynx Policy Master export, and the website has an interactive product demo.
Live Call Wall, bulk texting, and RingCentral activity in the CRM
· 2026.08.27 · Agency admins, Agents
Agency admins get a live wall of every seat with Listen, Whisper and Barge, texts can be sent to a defined client list at a safe pace, and every call and text lands in the CRM conversation.
- New. The Call Wall shows every seat live with per-agent counters, an inbound/outbound volume graph, hourly drill-down and an SMS tracker. Admins can Listen, Whisper or Barge on a live call and flip a DND or Busy agent back to Available.
- New. Paced bulk texting to a defined client list, sent from the agency's main number, with every reply raising a contact alert and no person messaged twice.
- New. RingCentral calls and texts sync into the CRM conversation for the contact, and call recordings are uploaded into CRM storage rather than linked.
- New. A completed survey turns into CRM work: the contact, a filed PDF, a note, a tag, an opportunity and an alert.
- Improved. The Medicare Summary of Benefits PDF is embedded on the plan, and the survey builder is complete.
- Security. An admin password reset emails the person a temporary password instead of showing it to the admin to relay by hand.
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