What changed in AgencyView
Every change shipped to the AgencyView platform, newest first, with the date it went live and who it affects.
The Medicare Enrollment Dashboard shows your real AEP commissions
· 2026.10.23 · Agency admins, Agents
The Medicare Enrollment Dashboard now shows your own numbers for the enrollment season you’re in, 2027 from October 1: commissions still to be paid, what’s due on 01/15, new business, rollovers and the season’s Medicare sales, figured from CMS’s maximum fair market value amounts. The main dashboard shows what’s due in January.
- New. The Medicare Enrollment Dashboard replaces its sample figures with your season’s numbers and moves to the next plan year on October 1: pending commissions, the amount due 01/15, new business, rollovers, payments by month, and each Medicare sale from your calls and AEP Review applications.
- New. Commissions use CMS’s maximum fair market value amounts for the year. For 2027 that’s $725 initial and $363 renewal nationally, $816 and $408 in Connecticut, Pennsylvania and DC, $902 and $451 in California and New Jersey, and $130 and $65 for drug plans. They’re CMS’s maximums, so a carrier may pay less, and AgencyView looks up the next year’s every summer.
- New. A client new to Medicare earns the initial amount in two halves: the first by 01/15, the second as a true-up once CMS verifies they’re new to Medicare. A True-up pending figure appears when you have one.
- New. A plan change by someone already on Medicare, same carrier or not, earns the renewal amount: 9 months paid after 01/15, then October, November and December monthly. A policy starting later in the year earns the months left, paid the same way (a February 1 start is 8 months, then 3 monthly), and a rollover earns the renewal amount paid monthly.
- Improved. The main dashboard’s Pending AEP Commissions card shows what’s due in January, with a link to the full year.
- Improved. Every payment is marked subject to chargeback if the client disenrolls, and a sale whose policy is termed or cancelled comes out of the pending total.
- Improved. Agency admins, sub-agency admins and independent agents see the dashboard. Each agent sees their own sales and clients; an admin sees their agency’s.
Pending commissions, what’s due 01/15, the true-up, new business and rollovers, and how and when each is paid. Demo data.
Each Medicare sale this season, its commission and when it’s paid. Demo data.
Record AEP applications and show only contracted plans on an AEP review
· 2026.10.23 · Agency admins, Agents, CSR seats
On an AEP review you can now list only the plans from carriers the Contact Owner is contracted with, and record the plan a client applies for: Applying for an application you submitted outside AgencyView, or Apply to pend it for submission through Moonlight. Either adds a pending policy to the contact and counts as a sale.
- New. A Contracted only switch next to Sort and Carrier lists just the plans from carriers the Contact Owner is contracted with, in Agent view, Client view and the AEP Review queue’s side panel. The plan the client renews into always stays on the list.
- New. Share with client can send a link that lists only contracted plans. It follows the carriers as they stand, so a carrier you uncheck later drops off a link you’ve already sent.
- New. Applying, on any plan except the one the client renews into, records an application you submitted outside AgencyView (a carrier portal, Sunfire, Medicare.gov or paper). It adds a pending policy for that plan to the contact, can end this year’s policy on 12/31, writes the note and History, and marks the review Moved plans.
- New. Apply pends the application for submission through Moonlight. It waits on the contact’s Applications card as Awaiting Moonlight submission, because Moonlight takes Medicare Advantage applications only in its own app for now. Apply is available to accounts with Moonlight access.
- Improved. A recorded application clears the client’s plan-change alert and counts as a sale in Sales from Calls and on the Medicare Enrollment Dashboard. If a call already logged the same Medicare sale, the application replaces it, so the sale counts once.
Contracted only lists the plans the Contact Owner sells; each one has Applying and Apply. Demo data.
Applying asks for the effective date, where it was submitted and, optionally, the confirmation number. Demo data.
Once recorded, the review shows the plan applied for and the pending policy. Demo data.
Message your team inside AgencyView with Team Chat
· 2026.10.20 · Agency admins, Agents, CSR seats
Team Chat puts your agency’s conversations inside AgencyView: message a teammate one-on-one, post in a Team channel everyone in your agency is already in, or talk in group channels. Messages arrive live, can carry files, emojis and a link to a client’s record, and an email reminds anyone who leaves a message unread for 15 minutes.
- New. The chat icon next to the bell opens Team Chat from any page and shows how many messages you haven’t read, and Team Chat in the sidebar opens it full width.
- New. Message any teammate one-on-one, or post in your agency’s Team channel, which everyone in the agency is in automatically.
- New. Agency admins, sub-agency admins and independent agents can set up group channels, such as a Medicare team, and choose who is in them.
- New. Attach files or paste a screenshot, add emojis from the picker, and link a client so a teammate can open their record in one click.
- New. New messages appear the moment they’re sent. You can turn on a sound and desktop pop-ups, and if a message waits 15 minutes unread, we email you who wrote it, never what it says.
- New. Agency admins choose who can message whom under Settings → Team: your whole account tree (the default), your agency only, or direct relationships only.
- Security. A conversation is visible only to the people in it, and access is checked again on every message, so someone who leaves your agency loses access straight away.
The chat icon next to the bell opens your Team channel, direct messages and groups, with unread counts. Demo data.
Everyone in the agency is in the Team channel automatically.
A direct message with a linked client, a file and a one-emoji reply. The message box has buttons for emojis, files and client links.
Agency admins choose who can message whom, under Settings → Team.
Calls are transcribed as they happen, and the follow-up is drafted for you when you hang up
· 2026.10.20 · Agency admins, Agents, CSR seats
While you’re on a RingCentral call, AgencyView transcribes both sides live. When the call ends, a pop-up shows what the client needs and drafts the text, email, note, pipeline move, health records and next appointment. Nothing goes out until you approve it. It’s being switched on agency by agency; to add yours, email admin@agencyview.net.
- New. During a call, a Live captions panel shows what you and the client are saying as you say it, and one click turns it off.
- New. When the call ends, a pop-up shows what the client needs, their situation and key dates, and any medications, doctors and conditions that came up.
- New. The pop-up drafts the follow-up for you: a recap text, a recap email sent through the CRM (with your TPMO disclaimer on Medicare emails), a contact note, a pipeline stage move, the health records, and the next appointment with a prep task. You edit, approve or dismiss each one, or use Approve all.
- New. A caller who isn’t in the CRM is added as a lead from the name and details they give on the call, following your duplicate rules. If they might already be on file, nothing is created and the pop-up names the possible match.
- New. When a carrier, another agency, a doctor’s office or a relative calls about a client, the call goes to the client it was about. That happens automatically when a policy number or the client’s details confirm who it is, and with one click from the suggestions otherwise. It then shows on that client’s Calls tab, and the caller’s number is never saved to the client.
- Improved. Each person has their own switch for every part under Settings → Integrations, so an agent can keep the call summary and turn off the recap texts, for example.
When the call ends: the summary, the health details mentioned, and every drafted follow-up waiting for your approval. Demo data.
Live captions during the call, with a one-click off switch.
A carrier called about a client the call didn’t confirm: pick the client from the suggestions or search for them.
Every part has its own switch for each person, under Settings → Integrations.
Only agency admins and agents build surveys
· 2026.10.15 · Agency admins, Agents
Creating a survey is now limited to agency admins, sub-agency admins and independent agents. LOA agents send surveys and complete their own section as before, but no longer author the agency’s forms.
- Security. Building a survey is limited to agency admins, sub-agency admins and independent agents. A survey is your agency’s own form — its wording, its questions, and what it writes to a client’s record — so it stays with the people who run the agency.
- Improved. LOA agents keep everything else: sending a survey to a client, completing an Agent Section routed to them, and reading the responses they are entitled to. Create Survey simply no longer appears for them.
Create Survey now works for agency admins and agents
· 2026.10.15 · Agency admins, Agents
Building your own survey failed with an error for everyone except platform administrators. It works now.
- Fixed. Clicking Create Survey on Surveys showed “Failed to create survey” and nothing was created, unless you were a platform administrator. Agency admins, independent agents and LOA agents can now build their own surveys.
- Improved. If your agency’s surveys were set up for you, nothing about them changes — they keep working exactly as they do today. This only affects building a new one yourself.
You can change your Agent Section for 48 hours after you submit it
· 2026.10.15 · Agency admins, Agents
Submitting your section no longer files it straight to the contact record. You have 48 hours to open it again and correct anything, and a File it now button for when you are finished.
- Fixed. A submitted Agent Section could not be changed. Submitting filed the completed form to the contact record immediately, and from that point nothing could be edited — a wrong figure or a typo was permanent. Submitting now saves your answers without filing them.
- New. You have 48 hours to reopen the section and change anything. The clock restarts each time you save, so an edit on day two gives you another 48 hours. Nothing has reached the contact record during that time, so a correction leaves no trail of a superseded document.
- New. Finished early? Click File it now and it goes to the contact record straight away — the PDF under Forms & Consent, the note, and the usual notifications. Otherwise it files itself once the 48 hours are up.
- Improved. A survey you have submitted stays in your list on Surveys under “Submitted, not yet filed”, with the date it will be filed, so you can find your way back to it. It used to disappear the moment you submitted, leaving the original email as the only way back in.
- Improved. Changing an answer somebody else submitted is limited to the agent who submitted it, the survey’s owner and an administrator — a narrower group than the one allowed to complete a section in the first place.
Printed quotes come back as branded quotes, filed to the client and flagged as a Recent Quote
· 2026.10.12 · Agency admins, Agents, CSR seats
Print a TurboRater comparison or a carrier quote and AgencyView rebuilds it as a quote with your agency’s logo and colors, files it to the client, and puts it on the Needs Review card as a Recent Quote that clears itself after a week.
- New. A printed quote, whether a TurboRater comparison or a single carrier’s quote, is rebuilt as a branded PDF with your logo, every carrier in the order the rater showed them, and your agency’s phone and email on every page.
- New. When exactly one client on file has the name on the quote, the branded copy is filed to that client under Forms & Consent and a note goes on their contact; with more than one match it waits for you, and with none a new lead is created.
- New. Each quote appears on the dashboard’s Needs Review card as a Recent Quote; marking it reviewed records who reviewed it and when, in the contact’s History and notes, and the item clears itself 7 days after it arrived.
- Fixed. A print whose title has square brackets, like every TurboRater comparison, now uploads instead of waiting forever; download PC setup again from Printer keys and run Setup.cmd on each PC (press Enter to keep its key).
Filed documents read the way your agency works: spouses as contacts, pending applications with a follow-up, and handwriting checked twice over
· 2026.10.11 · Agency admins, Agents, CSR seats
Reading a filed application now adds a spouse as their own linked contact, children as household members, a submitted application as a Pending policy with a follow-up task, and only the health questions answered Yes. Handwritten documents are read three times and compared with a second AI reading before anything is added.
- New. A spouse, or anyone 18 or over, named on a document is added as a contact of their own (or matched to one already on file) and linked to the client, with a note on both contacts; their own doctors, medications and conditions go on their contact.
- New. Anyone under 18 becomes a household member; without a Social Security number they wait in Pending Household Members on the contact, with a note and a Contact Alert until it is entered.
- New. A submitted application goes in as a Pending policy under a temporary policy number, with a note and a follow-up task five days after the effective date to enter the carrier’s number.
- Improved. Health questions are read only when answered Yes, and a condition already on the client’s record under other words (“Non-insulin-dependent (Type 2) diabetes” and “Type 2 Diabetes”) is not added twice.
- New. Height, weight, active duty military or veteran status, and the photo ID’s type, state and number go to their own fields on the contact, and a veteran or service member shows a US flag beside their name.
- New. A handwritten document is read three times, and by a second AI, and wherever the readings disagree you see each of them and decide; nothing they disagree on is added on its own.
- Improved. Read again now runs in the background, and the panel shows the results when they’re ready.
Video tutorials, with step-by-step guides you can search
· 2026.10.11 · Agency admins, Agents, CSR seats
AgencyView Tutorials now has four narrated walkthroughs, each with a printable guide that has a screenshot at every step, and every step of every guide can be searched on the page.
- New. AgencyView Tutorials walks you through working the AEP Review queue, getting documents from clients by text or email, saving a phone number that’s already on another contact, and linking a client to their family and household.
- New. Each tutorial is a short narrated video with chapters, plus a printable guide with a screenshot at every step.
- New. Search the step-by-step guides to find any step by its words, with the words highlighted and the step’s screenshot one click away.
- Improved. The guide steps can be read without signing in, and the videos and printable guides stay free for AgencyView users and for licensed agents who enter their email and NPN.
Every step of every guide, in one place.
Search finds the step and highlights your words.
When a phone number or email is already on another contact, see who has it and link the two
· 2026.10.10 · Agency admins, Agents, CSR seats
When the CRM refuses a phone number or email because another contact already has it, AgencyView now tells you who, lets you link the two contacts, and saves everything else you typed instead of losing the whole edit.
- New. On the Contacts page, when the CRM refuses a phone number or email because it’s already on another contact, AgencyView now tells you whose record it’s on, whether you were editing a contact or adding one.
- New. Choose how the two are related from your agency’s own contact links, or Not related, give this contact an email of their own, and click Link and save: everything else you typed is saved and the phone number stays on the other contact.
- New. If it’s the same person, open their record from the dialog instead of saving a second one.
- New. A note and a History entry on the contact say which phone number or email is on the other contact and who linked them.
- Fixed. Editing a contact whose phone number is also on another contact, as it often is for a couple, no longer fails over a number nobody changed.
- Fixed. A change or new contact the CRM refuses now says it wasn’t saved and keeps what you typed, instead of saying “Saved locally” and showing details the CRM never received.
- Fixed. Add Contact no longer fails with “does not exist in this location” for an agency whose CRM has no users of its own; the contact is created unassigned.
- Improved. The note a save writes shows on the Notes tab right away, without reopening the contact.
AgencyView names the contact who already has the number, on a demo client.
The note says where the number is and who linked them.
See every plan in the client’s county on an AEP review, by type and carrier, and compare plans side by side
· 2026.10.10 · Agency admins, Agents, CSR seats
The 2027 plans list on an AEP review now shows every plan in the client’s county, a page at a time, with a sort, a carrier filter and a switch to D-SNPs, C-SNPs and the other plan types; the review page also compares plans side by side with the client’s current plan.
- New. The 2027 plans list on a client’s AEP review shows every plan of the chosen type in the client’s county, six to a page, instead of only the best five.
- New. Sort the list by best fit, carrier, premium, yearly estimate, out-of-pocket maximum or star rating, or pick one carrier to see only its plans.
- New. A plan-type switch shows, besides plans like the client’s own, the county’s D-SNPs, C-SNPs, I-SNPs, Medicare Advantage plans with or without drug coverage, and stand-alone drug plans, each ranked the same way.
- New. Each plan type says who it is for, such as people with Medicare and Medicaid for a D-SNP or a qualifying chronic condition for a C-SNP, so you can confirm eligibility before discussing one.
- New. On the review page, tick up to three plans of any type to see them side by side with the client’s current plan and the plan they renew into: premium, drug deductible, estimated drug costs, out-of-pocket maximum, copays, dental annual maximum, OTC allowance, Part B giveback, star rating, drugs not covered, doctors in network and whether you’re contracted.
- Improved. The full list and the plan-type switch are for you only: the link you send a client still shows the best few plans like their own.
- Fixed. Clients on a stand-alone drug plan or a Medicare Advantage plan without drug coverage now get a 2027 plans list and their premium changes, which their missing premiums had hidden.
- Fixed. Stand-alone drug plans now show their Medicare star rating, which CMS publishes as the Part D rating rather than an overall one; before, they showed none.
Every plan of the client’s type, six to a page, on a demo client.
Switch to any other kind of plan offered in the client’s county.
Sort by carrier, or pick one carrier to see only its plans.
The current plan next to up to three plans of any type.
VINs on surveys look up the vehicle
· 2026.10.09 · Agency admins, Agents, CSR seats
A VIN typed on a survey now shows the vehicle’s year, make and model from NHTSA as it is entered, and the filed PDF prints the vehicle beside the VIN. Agencies that sell P&C also keep each client’s vehicles on their record.
- New. Any survey box that asks for a VIN looks the vehicle up in NHTSA’s vehicle database once all 17 characters are in, and shows its year, make, model and body underneath, so the client can see they read the VIN off the right car.
- New. A VIN that is the wrong length, fails its check digit or that NHTSA has no record of is flagged under the box in English or Spanish, and never stops the survey from being submitted.
- Improved. The filed PDF prints the vehicle beside each VIN, and marks a VIN whose check digit does not match so it can be corrected before you quote.
- Improved. I, O and Q, which a VIN never uses, are read as the 1 and 0 they almost always are, and spaces and dashes are dropped.
- New. The survey builder has a VIN field type, and a form’s Year, Make and Model boxes for the same vehicle fill themselves from its VIN.
- New. For agencies that sell P&C, each VIN from a survey is saved to the client’s record in AgencyView, and the Policies tab on the contact lists their vehicles, where you can add one by VIN or mark one as no longer owned.
- Improved. A vehicle already on the client’s record is updated rather than added twice, and a VIN that fails its check digit is saved without a year, make or model until it is corrected.
Care Team NPIs save on every agency’s CRM
· 2026.10.09 · Agency admins, Agents, CSR seats
Saving a doctor’s NPI from the NPI Registry failed for some agencies with “isn’t a valid phone number”, because their CRM only takes phone numbers with a country code. Phones are now saved with +1, so the NPI saves.
- Fixed. Find NPI on a Care Team doctor and Confirm on Care Team NPIs no longer fail with “isn’t a valid phone number for Phone”: the doctor’s phone from the NPI Registry is now saved with its +1 country code.
- Fixed. Add Provider with the phone left empty, and Undo on Care Team NPIs, now save on those agencies’ CRMs too.
- Fixed. A doctor picked while quoting is no longer quietly left off the client’s Care Team because of how their phone number was written.
- Improved. Add Provider asks for the area code when a phone is typed without one, and a phone that still can’t be saved never stops the NPI from saving.
AEP reviews show which plans have the client’s doctors in network
· 2026.10.09 · Agency admins, Agents, CSR seats
AEP Review now checks the carriers’ public provider directories for the client’s Care Team doctors and shows which 2027 plans list them. Plans that cover every drug and every doctor come first.
- New. Each plan on a client’s AEP review shows whether their Care Team doctors are in its 2027 network, and the review lists each doctor with whether the plan they renew into still has them.
- Improved. Plans that cover every drug and list every doctor are ranked first, and a cheaper plan is only suggested when it keeps all of the client’s doctors.
- New. A doctor the client’s renewal plan doesn’t list for next year moves the client up the queue and is named in the plan-change Contact Alert.
- New. The client link and printouts show the client’s doctors too, with a note that provider directories can be out of date and the doctor’s office should confirm.
- New. Doctors are checked for Humana, CarePlus, Devoted, Freedom, Optimum, HealthSun, Solis, Ultimate, Gold Kidney, SECUR, Doctors HealthCare, Leon, American Health Advantage and Georgia Health Advantage; UnitedHealthcare plans say Not checked until it publishes its 2027 directory, and other carriers’ plans say Not checked because they don’t publish one.
- Improved. Only doctors with an NPI can be checked, so add theirs on Care Team NPIs to turn this on for a client.
- Security. Only doctors’ NPIs and plan numbers are sent to a carrier’s directory, never anything about the client, and the directories are re-read each morning from September to December.
Filed documents are read in full, and the reader learns from your corrections
· 2026.10.09 · Agency admins, Agents, CSR seats
Found in this document now reads every page of an application, handwriting included, and everything on it: client details, Social Security and Medicare numbers, household members, the policy, doctors, pharmacy, medications and conditions. Your corrections teach it.
- Improved. Found in this document on a filed document in Printed Documents now reads every page, printed or handwritten, and offers everything the client’s record is missing, grouped by section, each with how sure it is, the page it is on and whether it was handwritten.
- New. It adds household members, doctors and pharmacy, medications, health conditions and a new policy when none on file matches, and saves everything else on the document as a note on the contact.
- New. Correct any value with the pencil before adding it; corrections teach the reader, and a platform administrator approves each rule it learns on Document Reading Learning before it is used.
- Improved. With Auto chosen, AgencyView adds everything that is missing from the record on documents it filed automatically, when it was read clearly; it never changes a value already on the record.
- Improved. A household member read without a Social Security number is listed on the contact’s pending household members until someone enters it, an application’s number stands in for the policy number until the carrier’s arrives, and a new auto, home or commercial policy always waits for you to add it.
- New. Auto ID cards, declarations pages and applications add their vehicles to the client’s Vehicles, each VIN checked and looked up with NHTSA; a VIN that doesn’t check out waits for you. The policy’s expiration date, application date and a link to the ID card or declarations page go in the policy’s own fields.
- New. Declaration Page is a new document type, recognized automatically. When a document’s client isn’t in your CRM and nobody on file is a close match, AgencyView adds them as a new contact (tagged created-from-document) and files the document to them.
- Fixed. Long scanned documents too large to read in one pass are now read in parts, and policy numbers made only of nine digits (every Progressive policy) are no longer left out.
- New. Request Documents on a contact’s Actions menu texts or emails the client a link to a page with your logo, where they photograph each page with their phone or choose photos or a PDF. What they send is filed to them and read into their record; the link works 7 days. The same request is under Capture with camera in Printed Documents: choose Ask a client, where you can also type the mobile number or email of someone who isn’t in your CRM yet (they’re added as a new contact when you send). Agency admins also get a general upload link for your website, and can add the logo, under Client upload page in Printed Documents.
- Security. Social Security, Medicare and Medicaid numbers are only shown masked and are written to the client’s Protected Information by the server; what is read stays in encrypted storage until you decide, and identifiers are never used for learning.
Scope of Appointment requests go through surveys
· 2026.10.09 · Agency admins, Agents, CSR seats
Send for Signature, added on October 6, is removed: the Scope of Appointment and authorization surveys already send the same forms by text or email, and Document Compliance now sends the SOA survey.
- Improved. Send SOA on Document Compliance opens Send Survey with the Scope of Appointment for Medicare survey already chosen, and an SOA signed through a survey counts as on file.
- Improved. Send for Signature is gone from the contact’s Actions menu, so there is one way to send a Scope of Appointment or an authorization: Send Survey, which files the signed form in the client’s Submissions Center.
Upload carrier documents, or let the PC uploader send them in
· 2026.10.09 · Agency admins, Agents, CSR seats
Claude in Chrome now only downloads ID cards and declaration pages from carrier websites. Upload them on Carrier Policy Import, or let the AgencyView PC uploader send them in on its own.
- New. Upload documents on Carrier Policy Import takes up to 25 ID cards and declaration pages at once: each one is read for its policy, and an ID card is put with the declaration page for the same policy.
- New. The AgencyView PC uploader sends everything saved into one folder on your computer to Carrier Policy Import every minute, and erases it from the computer once AgencyView has it.
- Improved. Point the Chrome profile Claude uses at the uploader’s folder and Claude only needs to download the documents: it never sends client data anywhere itself, and the instructions on Carrier Policy Import show what to ask it.
- Security. Files go straight to encrypted storage, their names never leave your computer, and the PC uploader signs every request with your agency’s import key, which only the computer’s administrators can read.
Find each Care Team doctor’s NPI in the NPI Registry
· 2026.10.09 · Agency admins, Agents, CSR seats
Care Team doctors can now carry their NPI from the national NPI Registry. Add Provider starts with a doctor search, and Care Team NPIs lists every doctor still missing one, ready to confirm.
- New. Add Provider on a contact’s Care Team now starts with a search of the national NPI Registry: pick the doctor and their NPI, specialty, phone and address fill in, ready for you to add the practice.
- New. Find NPI on a Care Team doctor who has none searches the Registry by their name and lists the likeliest match first; nothing is saved until you confirm it.
- New. Care Team NPIs lists every client’s Care Team doctor without an NPI with suggested Registry matches to confirm, and Undo puts a record back the way it was.
- Improved. Care Team cards show the doctor’s name first with the practice under it, and an NPI missing tag when there is none.
- Improved. Hospitals, clinics and pharmacies are searched as organizations, by their own name and then their parent’s, and Registry names and addresses arrive in normal capitals instead of all caps.
Bring P&C policies, ID cards and declaration pages in from carrier websites
· 2026.10.08 · Agency admins, Agents, CSR seats
Claude in Chrome collects property & casualty policies on carrier websites and sends them to AgencyView encrypted. Policies already in the CRM update themselves with their ID card and declaration page attached, and new ones wait for you to approve.
- New. Carrier Policy Import brings auto, home and commercial policies, with their ID cards and declaration pages, into the CRM straight from the carrier’s own website, collected there by Claude in Chrome.
- Security. Every delivery is encrypted and signed with your agency’s own key before it leaves the carrier’s site, and one that was altered, sent with the wrong key or sent twice is refused.
- New. A policy already in the CRM is updated on its own with the current term, monthly premium and status, and gets links to its ID card and declaration page, but only when the policy’s client and carrier match the delivery.
- New. New policies, and numbers that match more than one policy or a different client, wait on Carrier Policy Import, where you create the policy for the right client in one step, apply it to the policy you choose, or dismiss it.
- New. When a delivery is missing details such as the term dates or premium, AgencyView reads them from the declaration page and marks each value it read.
- Security. ID cards and declaration pages are stored encrypted, the link on the policy opens them only after you sign in with your two-factor code, and every open is logged.
- New. Agency admins create and revoke the agency’s import keys on the same page; a key’s secret is shown once and never again.
- Improved. The import learns from how your team resolves its reviews: unfamiliar line-of-business labels and carrier names spelled differently from your records become proposed rules, used only after an AgencyView administrator approves them.
Text and email photos and PDFs from Messages
· 2026.10.08 · Agency admins, Agents, CSR seats
Attach photos and PDFs to texts and emails on the Messages page. The page now fills the whole window, with a bigger box to write in.
- New. Attach up to 10 images or PDFs, 10 MB each, to a text or email on Messages with the paperclip beside the message box, or paste a screenshot straight into it.
- New. Files on a text go out as a picture message, with photos shrunk automatically to fit, and a file too large for a picture message arrives as a link the client can tap.
- New. If your texting number can’t send picture messages, the text still goes out with each file as a link instead of failing.
- New. Photos on a message now show in the conversation as pictures, and other files as links you can open.
- Improved. The Messages page now fills the whole window, where before it stopped short and left an empty strip under the message box.
- Improved. The message box is taller and takes several lines: Enter sends, and Shift+Enter starts a new line.
AEP reviews fill in your TPMO disclaimer from the carriers you’re contracted with
· 2026.10.08 · Agency admins, Agents, CSR seats
Mark the carriers you’re contracted with on a client’s AEP review and the CMS disclaimer fills in your organization and plan counts for their county. Agent numbers you add there are saved to Agent Numbers.
- New. A Contracted box beside each plan in a client’s AEP review marks the carriers their agent is contracted with: checking one plan covers every plan that carrier offers in the client’s county, and unchecking one leaves out just that plan.
- New. Below the plans, every carrier in the client’s county is listed with its plan count, so you can check a carrier or leave out plans that aren’t in the top five shown.
- New. Each review now fills in CMS’s third-party marketing organization disclaimer with the number of organizations and plans the client’s agent represents in their county, and uses CMS’s every-organization wording when that’s true; it appears on the review page, the client link and printouts.
- Improved. The boxes start from the agent’s Licensing appointments and the numbers on Agent Numbers, and the agent’s own check or uncheck always wins; only the client’s Contact Owner and agency admins can change them.
- New. Add agent number, on a carrier’s line, saves the number the carrier gave you to Agent Numbers and checks that carrier; the numbers show only to the client’s agent and agency admins.
- Improved. Agent Numbers shows the states where each carrier is checked as contracted in AEP Review, and lists carriers checked there that have no number on file yet.
- Fixed. An agent whose profile has no NPN picks themselves once from the agency’s Licensing list, so their appointments and agent numbers now count in AEP Review, where before they never showed.
- Improved. The disclaimer in AEP Review → Thresholds is now the fallback, used when the client’s agent has no carriers checked in their county.
E-signatures, a compliance dashboard, and documents that update the record
· 2026.10.06 · Agency admins, Agents, CSR seats
Send a Scope of Appointment or HIPAA authorization to sign on the client’s phone, see what an audit would ask about on the new Document Compliance page, export a compliance pack, let filed documents fill in the client’s record, and bring carrier faxes in with everything else.
- New. Send for Signature on a client’s Actions menu sends a Scope of Appointment or a HIPAA authorization by text or email, or opens it on your device so the client can sign it there.
- New. The client confirms their date of birth, chooses the products to discuss, agrees to sign electronically and signs on their phone; the signed form, with a certificate of when and how it was sent, opened and signed, files itself in their Submissions Center, and they can download a copy.
- New. Document Compliance shows agency admins what an audit would ask about: documents unfiled for more than a week, Medicare clients with no Scope of Appointment on file (with Send SOA), background work that failed, and signatures still out.
- New. Compliance packs export every document for one client or the whole agency, with its access log, signature trail and retention date, for a CMS or carrier audit or a records request; packs are encrypted, every download is logged, and they are erased after 7 days.
- New. Filed documents are read for policy details (carrier, plan, policy number, effective date, premium) and medications the client’s record doesn’t have yet, shown as Found in this document so you can add them to the record in one step.
- Improved. Each person chooses whether to confirm every detail or let AgencyView fill empty fields on automatically filed documents when they were read clearly; agency admins set the default.
- New. Fax intake brings faxes received on your connected RingCentral numbers into Printed Documents every 15 minutes, read and matched to a client like a scan; an agency admin turns it on.
- Security. For agencies whose Submissions Center is in the CRM, a filed document now stays in AgencyView’s encrypted storage, and the link in the CRM opens it only after you sign in with your two-factor code.
- Security. Reading documents now uses only the AI features covered by AgencyView’s business associate agreement with Anthropic, and what is read for the client record is stored encrypted with the document until you decide on it.
Scan it, snap it, and let AgencyView file it
· 2026.10.05 · Agency admins, Agents, CSR seats
Printed Documents now takes scans and phone photos as well as prints, files each document to the right client on its own when it is sure, puts filed documents in the client’s Submissions Center, and erases them when your retention period ends.
- New. Scan to AgencyView: a scanner connected to an office computer saves into its scan folder, an office copier can scan to it over the network after Scanner Setup, and the scans reach Printed Documents within a minute, marked Scanned.
- New. Capture with camera photographs a document page by page on your phone and sends it to Printed Documents as one PDF, under your own sign-in and two-factor code.
- New. Each document is read as it arrives and filed to the client on its own, marked Auto-filed, when the name and date of birth on it match exactly one client in the CRM.
- Improved. When AgencyView is not sure, the likely client and the document type are already selected when you open it, and Suggest again reads it once more.
- New. Move back to Needs Review undoes a filing or a rejection for 30 days, including an automatic one, and a document sent back is never filed automatically again.
- New. Every document filed to a client goes into that client’s Submissions Center on their record (a Scope of Appointment under Forms & Consent), which becomes its home.
- Security. Filed documents are kept 10 years and rejected ones 30 days, then erased from storage, including the Submissions Center copy, with a record in the audit log; agency admins can lengthen either period on the Retention card.
- Security. Documents are read under AgencyView’s business associate agreement with Anthropic, and only the result is kept (which client, and how sure), never the name or date of birth read from the page.
- Improved. The Printer keys card now has Download clawPDF, printable setup directions for printing and scanning, and a two-minute setup video next to Download PC setup.
Print straight to AgencyView, with nothing left on the computer
· 2026.09.29 · Agency admins, Agents, CSR seats
A HIPAA-ready printer for your office computers: anything printed to AgencyView Documents goes straight to encrypted storage and appears under Printed Documents for your team to file to the right client.
- New. Print from any Windows program to the AgencyView Documents printer, and the PDF appears on Printed Documents under Client Management within seconds.
- New. Open a printed document to see it beside a contact search, pick the document type, and file it to the client, or reject anything that is not a client document.
- New. Agency admins create one printer key per computer under Printer keys and click Download PC setup; on the computer, Setup takes about five minutes and sets up the printer for you.
- Security. Nothing is left on the computer: each PDF goes straight to encrypted storage and is then overwritten and deleted, and the computer’s log never records a file name.
- Security. Only your agency’s staff can see its printed documents, every open asks for two-factor verification and is logged, and an admin can revoke a lost printer key with one click.
Open a printed document, pick the type and the client, and file it.
One key per computer, and the PC setup download, on the same card.
Filed documents show the client and the type.
Stop texting people who already called you
· 2026.09.28 · Agency admins
Bulk Text can now leave out anyone who has called in, been reached by phone, or been texted by an earlier campaign, and it checks again right before each text goes out.
- New. Turn on Skip people already contacted when you build or edit a campaign on Bulk Text to leave out anyone who called in or was reached by phone since a date you pick, or who was texted by earlier campaigns you tick.
- New. Any call a client made to you counts, answered or missed; a call you made counts only if it connected, so a hang-up or no answer never leaves anyone out.
- New. The check runs when you save the campaign and again right before each text, so a client who phones in partway through a run is skipped before their turn.
- New. Turn on Transcribe and extract calls from recipients to send every connected call with a recipient in the 30 days after their text to Call AI review, whatever the call was about.
- Improved. The In another campaign count now includes people already texted by finished campaigns, not only campaigns still running.
- Improved. Each campaign now lists who was skipped and why.
Send half of a busy birthday day as voicemails
· 2026.09.28 · Agency admins
Birthday Texts can now greet a random half of any day with six or more birthdays with a Slybroadcast voicemail instead of a text, and anyone the voicemail can’t reach still gets the text.
- New. Turn it on under Send some as voicemails when you edit Birthday Texts on Bulk Text, and pick the recording from your Slybroadcast library.
- New. On a day with six or more birthdays, half of them, rounded up, are picked at random for a voicemail; days with five or fewer, and every Sunday, go out as texts.
- New. Anyone whose voicemail can’t be delivered gets the birthday text instead, the same day.
- New. Ex-clients and other contacts without an active policy are only picked once an admin of your agency confirms their consent in the same section; until then only clients with an active policy get a voicemail.
- New. Each day’s birthday voicemails appear on Bulk Voicemail with their delivery results, and every delivered one leaves a note on the contact in your CRM.
Leave a voicemail for a whole list through Slybroadcast
· 2026.09.26 · Agency admins
Bulk Voicemail drops one recorded message into a list of clients’ and leads’ voicemail boxes, without their phones ringing, through your agency’s own Slybroadcast account.
- New. Connect your agency’s Slybroadcast account under Integrations on the Voicemail tab; the login is checked with Slybroadcast when you save and is never shown back in the browser.
- New. Bulk Voicemail matches a pasted list or CSV against your CRM contacts, marks each one Client or Lead, and sends a recording from your Slybroadcast library or an MP3, WAV or M4A file you upload.
- New. Voicemails show your agency’s main number as the caller ID, so callbacks reach the agency.
- New. Each person is reached only between 9:00 AM and 8:00 PM in their own time zone, Monday through Saturday, based on the state on their CRM record.
- New. A list that includes leads can only be sent after you confirm you have their prior written consent, and your name and the time are saved with the campaign.
- New. Anyone marked do not disturb in the CRM, anyone who texted STOP, and any number on the new Do not drop list is skipped automatically.
- New. Every delivered voicemail leaves a note on the contact in your CRM, and each campaign shows who received it, who didn’t and why.
See every client whose policy sits with another agent
· 2026.09.26 · Agency admins, Agents, CSR seats
Contacts has a new AOR Exceptions smart list: every client whose policy was written under an agent outside your agency and has not been resolved yet, in one place.
- New. AOR Exceptions is a new choice under Smart Lists on Contacts, with a count beside it, listing every client with an open AOR Notice in your CRM.
- New. A client stays on the list while their AOR Notice sits in AOR Notice, Client Contact ASAP or Plan Review, and drops off once you move it to Plan Recovered or Plan Lost or mark it won or lost.
- New. When you list your agency’s agents on a Data Import, every client written under anyone else is raised as an AOR Notice and appears on this list with no further work.
- Improved. Marking an opportunity won or lost on a contact’s Activity tab now updates the Open Opportunities and AOR Exceptions counts straight away, and they stay current when you leave Contacts and come back.
See your whole ACA Marketplace book from one HealthSherpa export
· 2026.09.26 · Agency admins, Agents, CSR seats
ACA Marketplace Book of Business lists your active clients, clients who moved to another agent and when, terminations, $0 APTC records, payments at risk and anything that needs review, from the HealthSherpa export you already upload.
- New. ACA Marketplace Book of Business is a new premade report, in the sidebar and under Premade Reports in Analytics, built from the newest HealthSherpa export uploaded through Data Import; you can pick an earlier upload, or read a newer export on the page without saving it.
- New. It lists current clients under your agency, clients whose current AOR is another agent, terminated and canceled clients by reason and month, $0 APTC records to verify, clients who pay a monthly premium with any past-due balance, grace period or pending first payment, and every record that needs review.
- New. For a client who moved to another agent, the report shows the date the AOR change took effect wherever the export shows the new agent’s policy, and says so when it does not.
- New. Each client links to their contact in your CRM and to their HealthSherpa record, every column in every list sorts, and the whole report downloads as an Excel workbook with sort and filter buttons on each sheet.
- New. You choose which agents on the export are your agency’s own; clients under any other AOR are listed as moved.
- Security. Agency admins, sub-agency admins, independent agents and CSR seats can open the report, LOA seats cannot, and the Social Security numbers, dates of birth and addresses in the export are never read into the report or the workbook.
The report on a fictional sample book.
Who moved to another agent, and when the change took effect.
Payments at risk, sorted by risk of termination.
Everything that needs a second look.
Filter your tasks by type
· 2026.09.26 · Agency admins, Agents, CSR seats
The Tasks page has a new Type filter, so you can work through one kind of task at a time: every Policy Terminated first, then every Premium Past Due, and so on.
- New. A Type dropdown on Tasks, beside the status, priority and assignee filters, lists every kind of task in your current view with a count, and shows only that kind when you pick one.
- New. Each ACA policy status task from HealthSherpa is its own type: Policy Terminated, Policy Cancelled, Premium Past Due, Past-Due Balance Increased, Grace Period Started, Effectuation Not Confirmed, Policy Reinstated and the rest.
- New. Survey submissions and surname changes have a type of their own, and tasks you or your CRM created are grouped under Other.
- Improved. The list only offers types that are actually present, so a choice never comes back empty, and if a status or assignee change removes the last task of the type you picked, the filter returns to All types on its own.
Pass a blog post on
· 2026.09.25 · Agency admins, Agents, CSR seats
Every article on the AgencyView blog now has a share row, so an agent who finds a post useful can send it to a colleague or a group in one click.
- New. A share row under the title and again after the article on every blog post: Facebook, LinkedIn, X and email, a Copy link button, and the phone’s own share sheet where the browser offers one.
- New. The buttons are plain links to each network, so no social network script loads on the page and nothing is tracked when you share.
Show each client their AEP review, on screen or on their phone
· 2026.09.25 · Agency admins, Agents, CSR seats
Every client in AEP Review now has a review page you can walk them through, print, or send as a private link: their plan changes, the dates that apply, their drug costs and the plans in their county. It opens with AEP Review on October 1.
- New. Open review page, in a client’s AEP review, opens their whole review as one page in a new tab, in your agency’s branding: what changes on January 1, the dates that apply, their drug costs this year and next, and next year’s plans in their county. It prints or saves as a PDF.
- New. The page has an Agent view and a Client view; the Client view leaves out what is only for you: Appointed badges, your notes, review notes and Scope of Appointment status.
- New. Share with client creates a private link to the Client view that lasts 30 days, can be revoked at any time, and records every time it is opened. The page asks search engines not to index it and loads no tracking.
- New. A review can be shared once your agency’s TPMO disclaimer is set in AEP Review → Thresholds. CMS’s wording is one click away, and you fill in how many organizations and plans you represent. The disclaimer appears on every client page.
- Improved. A plan change Contact Alert now has an Open AEP review button that opens that client’s review.
A client’s review page. Illustrative sample: the plans, carriers and clients are fictional.
What the client sees when they open the link on their phone.
Create a link, copy it, and revoke it whenever you like.
The plan change alert now opens the client’s review.
Know which Medicare clients to call first this AEP
· 2026.09.24 · Agency admins, Agents, CSR seats
AEP Review compares every Medicare client’s plan with CMS’s plan data for next year and puts the clients who lose the most at the top: plan exits with their deadlines, dropped drugs, higher drug costs and ANOC changes, with the cheaper plans in each client’s county. It opens October 1.
- New. AEP Review, under Client Management from October 1 to December 31, checks every active Medicare policy in your CRM against CMS’s plan data for next year and ranks the clients: plan exits, dropped drugs, cost increases, low star ratings, then routine reviews by enrollment anniversary.
- New. When a plan ends or leaves the client’s county, the review shows the special enrollment period (December 8 to the end of February) and, for Medicare Advantage clients, the window to apply for a Medigap policy with guaranteed issue.
- New. Annual Notice of Change details are compared line by line from CMS’s plan benefit files: premium, MOOP, drug deductible and star rating; PCP, specialist, ER, urgent care, outpatient surgery and hospital stay costs; and dental, eyewear, hearing aid, OTC and Part B giveback amounts.
- New. Each client’s medications on file are checked against next year’s formulary for drugs that are dropped, move up a tier, or now need prior authorization or step therapy, once CMS posts next year’s formulary files.
- New. Estimated drug costs show what the client’s drugs cost this year and on next year’s plan, running a month’s fill of each drug through the plan’s deductible, copays and the out-of-pocket cap, at Medicare’s national average price or its negotiated price.
- New. Next year’s plans in the client’s county are ranked by premium plus estimated drug costs, plans that cover every drug on file first, with an Appointed badge where the client’s agent holds an appointment with that carrier in the state.
- New. Clients whose plan ends or gets worse also get a Contact Alert on their record, and it clears when the review is marked done.
- New. A policy with a plan name but no plan number is matched to CMS’s plan list, and a confirmed match saves to the policy’s Plan Code in one click; a medication can be added to the client’s record from the review itself.
- New. Agency admins set the thresholds for premium, MOOP, drug deductible, copay and estimated drug cost increases, the savings that lift a routine client up the queue, and the star rating floor; once 20 reviews are closed, a weekly recommendation suggests changes, and nothing changes until an admin applies it.
The queue, worst first. Illustrative sample: the plans, carriers and clients are fictional.
A plan exit, with the dates that apply.
Estimated drug costs, this year against next.
Next year’s plans in the client’s county.
The same changes, as a Contact Alert on the client.
See the clients you gained, kept and lost, every month
· 2026.09.23 · Agency admins, Agents, CSR seats
Book Growth & Retention is a month-end report of clients on book, new and lost clients by reason, retention and placement exceptions. Each month is checked, signed off and saved as it closes.
- New. Book Growth & Retention shows clients on book, clients enrolled and lost, net growth and retention for each month, counting every client once under their primary line and carrier.
- New. Lost clients are split into canceled, termed, AOR lost and other, using the Loss Reason on the policy each client held.
- New. Policies now have a Loss Reason, offered once a policy is termed, cancelled or inactive; Deceased and Moved to Medicare are filled in automatically when the client record already shows them.
- New. A Placement alert appears on the client when a policy is still pending 14 or more days after its effective date, or when HealthSherpa reports an unpaid first premium, a past-due premium or a grace period, and clears itself once it no longer applies.
- New. Before a month is signed off, the report runs data checks, and any check that does not pass needs a note from the person preparing it.
- New. Anyone who can open the report, CSR seats included, can prepare it; an agency admin who did not prepare it reviews it, and a reviewed month is locked.
- New. Each month is saved on the first day of the next month and does not change afterwards; months from before you started are estimated from policy dates and labeled as estimates.
- Improved. The client count on the Analytics Executive Dashboard is now labeled Clients on Book, so it matches the report, and the report is listed under Premade Reports in the Custom Report Builder.
- Security. Analytics is now limited to agency admins, sub-agency admins and independent agents; CSR seats open the month-end report from the sidebar instead.
- Fixed. The win-back Contact Alert from the nightly policy sweep (not saved since September 8) and the alert from a survey's Agent Section were failing to save; both save again.
The month-end report, as the reviewer signed it off. From the AgencyView demo account.
Why clients left, by line of business.
Data checks, with the preparer’s notes.
A Placement alert on the client record.
Find the business you wrote without an appointment behind it
· 2026.09.23 · Agency admins, Agents
Coverage compares your licenses and carrier appointments against what you have actually written. Agent Numbers collects the number each carrier knows you by. Expiry reminders now say how many clients are in the state.
- New. Coverage, in Agency Management, lists business written with a carrier you are not appointed with in that state — the shape an unpaid commission takes before it happens.
- New. It also lists appointments that have produced no active business, and live licenses holding no clients at all.
- New. A coverage matrix shows states down and carriers across, with each agent in the cells, so you can see who can write what and where before routing a lead.
- New. An AEP readiness view checks every license against the whole selling season rather than today, flags carriers you sold last season with no appointment in place, and prints for your E&O file.
- New. Agent Numbers collects the number each carrier knows an agent by from policies already on your books, and shows it on that carrier's appointment card.
- New. Numbers a carrier gave you that are not in your book yet can be added by hand, picking from the carriers you are appointed with; if you enter one that has no appointment yet, we ask about it once the appointment appears.
- New. When a carrier appointment changes from Appointed to Terminated, the agent is emailed the carrier, the state, the reason and how many clients are still on that carrier.
- Improved. License expiry reminders now say how many clients you have in that state, and list the licenses with the most business at stake first.
See every license on a map, and hear about one before it expires
· 2026.09.22 · Agency admins, Agents
Licensing joins Agency Management: a map of the states your agents are licensed in, the carrier appointments behind each license, and an email before a license expires or an appointment ends.
- New. Agency Management now has a Licensing page showing every monitored agent's state licenses and carrier appointments, updated nightly.
- New. A map of the United States colours each state by the license held there: green is active, orange expires within 90 days, red is inactive, and blue means no license.
- New. Clicking a state filters the license list to it, and double-clicking opens every carrier appointment held in that state.
- New. A name picker in the top right switches the whole page — counts, map and list — to one agent, so you can see exactly where that agent can sell.
- New. Agents receive an email 90, 80, 60, 50, 40 and 30 days before a license expires, then every 5 days up to the expiration date, and every 5 days afterwards until 30 days past it.
- New. Reminders stop on their own once the renewed license appears, with no action needed from you or the agent.
- New. When a carrier appointment changes from Appointed to Terminated, the agent is emailed the carrier, the state and the reason, so business is not written against an appointment that has ended.
- New. A banner on the dashboard and the Licensing page shows an expiring or inactive license for as long as it needs attention, so a missed email is not a missed license.
- Improved. An agent sees only their own licenses; agency admins see everyone in their agency.
Quote Medicare in HealthSherpa, and see every enrollment in your CRM
· 2026.09.21 · Agency admins, Agents
Medicare in a contact's Quote window now opens that client in HealthSherpa Medicare. When the application is submitted, the plan, a pending policy, and the client's medications and doctors come back to the contact on their own.
- New. The Medicare choice in a contact's Quote window is now live: it opens HealthSherpa Medicare in a new tab on that client's own plan page, with their details already filled in.
- New. When a Medicare application is submitted in HealthSherpa, a pending policy is added to the client's contact with the carrier, plan name, plan code, submit date and effective date.
- New. The medications and doctors on the application are added to the contact, skipping any that are already there.
- New. A note on the contact records the application: plan, premium, confirmation number, election period, pharmacies, riders, authorized representative and Medicaid details.
- Improved. Blank fields on the contact, including date of birth, MBI, Part A and Part B effective dates, Medicaid ID and the authorized representative's name and phone, are filled from the application; nothing you already entered is overwritten, and any difference is listed in the note for you to review.
- Improved. HealthSherpa Medicare now receives each client's MBI, Part A and Part B effective dates, Medicaid ID, sex, second address line, mailing address, and whether they are a client or a lead.
- Improved. Every Medicare line in a contact's coverage type (PDP, MA, MAPD, Med Supp, Medicare) now counts when deciding which clients are kept in step with HealthSherpa Medicare.
- Fixed. Some clients were added to HealthSherpa Medicare more than once; a client already linked to a HealthSherpa record is now always updated instead.
- New. To turn on enrollments, copy the webhook shown under Settings → Integrations → HealthSherpa into your HealthSherpa Medicare account (Integrations → Webhook, authentication API Key), then press Test.
Surveys in English and Spanish
· 2026.09.13 · Agency admins, Agents
Your clients can now read and complete any survey in Spanish. A survey sent to a contact whose language preference is Spanish opens in Spanish, and every client can switch between English and Spanish on the page.
- New. Every survey your clients open now has an English | Español switch at the top, and everything on the page changes with it: the questions, the choices, the buttons and the messages.
- New. When you send a survey from a contact, the Send Survey window now has a Language choice, already set from the Language Preference field on that contact, and the email or text invitation is written in that language.
- New. A survey sent in Spanish opens in Spanish, and the client can still switch to English on the page if they prefer.
- New. The survey builder has a new Translations tab that lists every question, choice and section title beside a box for its Spanish, and anything left blank simply shows in English.
- New. Draft missing Spanish on that tab writes a first draft of the Spanish for you from the survey's own wording, with no client information sent, so you only need to review and save it.
- Improved. The built-in sections, including Scope of Appointment, Plan to Contact, prescriptions, doctors and the needs assessment, are already translated, so there is nothing to write for those.
- Improved. Answers are always saved against your English wording, so a completed survey reads the same on the contact record, in the filed PDF and in your CRM field mapping whichever language the client chose.
- Improved. The note filed on the contact now says which language the survey was completed in, and says so when the client switched languages part way through.
- Improved. Address lookup works in Spanish too: a client who picks their address from the suggestions has the City, State and ZIP Code filled in for them, as in English.
A survey opened in Spanish. The English | Español switch sits at the top of every survey.
Send Survey picks the language from the contact's Language Preference.
The Translations tab in the survey builder, with Draft missing Spanish.
Address suggestions work on a Spanish survey.
Release notices no longer reach demo accounts
· 2026.09.12 · Agency admins
The "what's new" notice now skips the seeded demo logins and any reserved test address, so a platform announcement cannot land in a stranger's inbox or burn the sending domain on a bounce.
- Fixed. Release notices are no longer sent to the seeded demo logins or to reserved test domains. Those addresses sit on domains this company does not own, so every notice to one was both a hard bounce against our sending reputation and a platform announcement delivered to whoever does own them.
- Improved. The confirmation after a send now says how many addresses were skipped, and the send record keeps the list, so a recipient count lower than your seat count has a reason attached to it rather than looking like a fault.
An Agent Section on every survey
· 2026.09.12 · Agency admins, Agents
Every survey now has a section the client never sees. Put the questions only a licensed agent should answer into it, and the survey routes itself to that agent once the client has finished their part.
- New. Every survey now has an Agent Section, at the bottom of the Sections tab in the survey builder. Open Surveys, edit a survey, and you will find it there on new and existing surveys alike.
- New. Anything you put in that section is hidden from the client. It does not appear on the link you send them, in the client portal, or on the copy an agent fills in with a client on the phone.
- New. This is for the questions a client should not be answering or seeing: attestations only a licensed agent can make, the plan actually recommended, underwriting notes, internal follow-up. Until now the only way to keep those off a client-facing form was to keep them off the form entirely and remember them somewhere else.
- New. When the client submits, their answers go onto the contact record straight away and the survey is handed to the licensed agent on file to finish. Nothing a client typed waits on anyone.
- New. The agent is told three ways so it cannot be missed: an email with a direct link, an Awaiting your completion list at the top of Surveys, and a standing alert on the client's contact record. If it is still outstanding the next day, they are reminded again.
- New. The completed PDF, the note on the contact and the submission emails all wait for that section. A form filed while half of it is unanswered is worse than one that is visibly still open, so the record is written once, complete, with both halves in it.
- Improved. Nothing changes for a survey you do not use this on. The section starts empty on every survey, and an empty one is ignored end to end - the survey completes the moment the client submits, exactly as it does today.
- Improved. Surveys built before today get their Agent Section the next time you open and save them in the builder. None of your existing forms were altered.
- Security. The agent-only questions are removed before the survey is sent to the browser, not merely hidden once it arrives, so a client cannot reach them by inspecting the page.
Filter your policies by carrier
· 2026.09.11 · Agency admins, Agents, CSR seats
The Policies page now has a Carrier filter beside Type and Status, so you can pull up one carrier's book in a click instead of typing the carrier name into the search box and hoping nothing else matches it.
- New. There is now a Carrier filter on Policies, next to the search box and the Type and Status filters. It lists only the carriers you actually hold policies with, in alphabetical order.
- Improved. The four filters narrow together, so you can hold a carrier while you switch between Active and Pending, or search a client name inside one carrier's book, rather than applying one filter at a time.
License monitoring, auto-renewal, and carrier appointments
· 2026.09.10 · Agency admins, Agents
Every agent's state licenses and carrier appointments are now tracked in your commissions workspace, with optional auto-renewal before a license lapses and non-resident applications from the same screen.
- New. Licenses and Appointments lives under Compliance in the commissions workspace: open Commissions, click Open full view on the earnings panel, then Licensing under Compliance. Each agent's state licenses are pulled from NIPR by NPN and listed with the state, license number, start date, end date and renewal date, so an expired or expiring license is visible before a carrier notices.
- New. Each agent has an oversight level. None leaves them alone, Monitor tracks their licenses and appointments, and Manage adds auto-renewal and non-resident applications. Use Monitor for agents whose non-resident licenses you are not paying for and Manage for LOA agents and anyone whose licensing you run.
- New. Auto-Renew is a switch on each license. With it on, the renewal is filed 90 days before the end date, so a license that must never lapse does not depend on someone remembering. The cost of each renewal is shown before you confirm it.
- New. A non-resident license can be applied for from the agent's license list: pick the state, follow the application steps, and watch the status move from Pending as it progresses.
- New. Carrier appointments show alongside licenses, with start and end dates where the carrier or state provides them. Carrier Pretty rules turn the raw names into readable ones, so several Anthem variations read as Anthem and Continental reads as Aetna; add your own rule for any carrier the defaults miss.
- Improved. Filter the list to active or expired licenses, search by state to see everyone licensed in Texas, and turn Show Carrier off when you only want licenses.
- New. The Licensing menu also has a Map of license coverage by state, an Expired Licenses list of everything past its end date, and a Cheat Sheet of every state's initial and renewal fee. Every state's renewal fee is also published on the license monitoring page.
- Improved. Not every carrier or state reports complete appointment dates. Treat appointment dates as a guide, and verify agent details before turning on auto-renew for a license.
- Fixed. License monitoring is $8.00 per month per monitored agent, however many states that agent is licensed in. The note of 8 September priced it per license, which was wrong; the pricing page and the license monitoring page now both say per agent.
Licenses and Appointments, powered by NIPR: every license with its state, start date and end date. Agent name, NPN and license numbers are blurred here.
Expired Licenses: everything past its end date, in one list.
The Map shows license coverage by state at a glance.
Enable Auto Renew: the license is renewed 90 days before it expires, and the cost is shown before you confirm.
The Cheat Sheet lists every state's initial and renewal fee.
Earnings: this week, this month, last month — and the rows behind every number
· 2026.09.09 · Agency admins, Agents
The Commissions tab now shows what has landed this week, this month and last month, with a bar per week. Click any number and the statement rows behind it open underneath, one line per client. The CFO Center is your past and your future; the Commissions tab is your right now.
- New. The earnings strip on Commissions now reads This week, This month and Last month, with one bar for each of the last thirteen weeks. It counts by the date on the statement, so it is what has actually landed, net of chargebacks.
- New. Every box and every week bar is a button. Click one and the statement rows that make up that number open underneath, grouped by client with the carrier, plan, policy, action, statement date and amount on each line. Click the same box again to close it.
- New. A client in the list is a link: it opens their record in the CRM. Someone the statement paid you on who is not in the CRM is marked "not in CRM" and is waiting for you in the ghost-clients queue further down the page.
- New. First-time payers. A client whose policy has never appeared on a statement before is marked First payment — new business that just effectuated and paid. The First-time payers filter shows only them, which makes it a ready-made welcome-call list.
- New. Chargebacks sit under the same client as the payments they reverse, in red, with a Chargebacks filter to see only the clients that were clawed back this period. Nothing is hidden and nothing is shown as a positive number.
- Improved. Sub-agency admins now get the earnings strip and its drill-down on their own book, the same as agency admins and independent agents.
- Improved. The Agency Commission Management section (LOA configuration, AI reconciliation, statement templates) has been retired from the Commissions tab. Statement processing is handled by your connected commission tracking service; keeping a second set of tools here only duplicated it.
- Improved. Most weeks will show $0. Carriers date their statements on the first of the month, so the week that statement lands carries nearly the whole month and the others are genuinely empty. An empty week is drawn as an explicit $0, never as a gap.
This week, this month, last month, and one bar per week for the last thirteen. Every box and bar is a button.
Click Last month and the rows behind the number open underneath, one line per policy, grouped by client.
The First-time payers filter: clients whose policy had never been on a statement before this month. A ready-made welcome-call list.
The Chargebacks filter: each clawback in red, under the same client as the payment it reverses.
This week: what has landed since Sunday. Most weeks are empty; the week a statement lands carries the month.
Send a survey by text
· 2026.09.08 · Agency admins, Agents, CSR seats
Send Survey now asks how to send it — email or text. Delivering a survey through the client portal is next.
- New. Send Survey on a contact now offers Email or Text. A text goes out from your agency's main number and is filed in that contact's conversation, so you can see exactly what the client was sent.
- New. A client who has replied STOP is never texted a survey. The check runs against the same opt-out list your bulk text campaigns use, and it runs before the link is created — if the list cannot be read, nothing is sent.
- Improved. The contact's number is filled in for you, and the send opens on whichever channel that contact can actually be reached on.
- Improved. Emailed surveys still carry the client portal link when that client has a portal account. Sending the survey through the portal itself, so it is waiting for them when they sign in, is in progress and not available yet.
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.
Newsroom · Start free
