6.0 Office Hours - Sep 17 - 6 PM ET

On Thursday evening, September 17, 2026, Sharad Mehta hosted the 6:00 PM office hours call, with Tyler Scott joining after resolving audio issues. The call covered triple-line dialer mechanics, list stacking drip campaign setup, automation builder performance, SMS variable field gaps, call flow routing failures, and inbox notification clutter.

The call closed with a reminder about the Friday, September 18, noon and evening sessions.

A user demonstrated that the triple-line dialer displays a 00:00 counter on all three lines while they are ringing, which his team mistook for a connection failure. Sharad confirmed the dialer is calling all three lines simultaneously and the timer only starts when one line connects. The UI will be changed to display "ringing" instead of zeros. When a connection is made, the other two lines drop automatically.
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Sharad recommended Connect First mode for quality conversations because it eliminates the two-second delay that occurs when using Answering Machine Detection First. The detection mode is better suited for high-volume cold outreach where speed matters more than connection quality. The dialer caps at 250 records per session, and unanswered numbers appear to go to the end of the queue, though Sharad noted he needs to verify whether this creates an infinite loop or stops cleanly at end of list (00:12:24). A user flagged this as a significant concern, since teams need to know when they have finished a list.

A user reported for the second time that SMS variable fields for seller name and property address are not filling in when texts are sent through list stacking drip campaigns. A previous ticket was marked as fixed, but the issue persists. Sharad said he would verify the fix by testing records himself and escalate back to the dev team.

A user who rebuilt 54 drip campaigns found that tasks created through manual drip assignments are not showing up in the task list. Sharad confirmed this is the same issue addressed by the Friday, September 18, update, which will create all tasks upfront at assignment time instead of waiting until each task's due date (00:16:43).

The same user reported that the automation builder becomes extremely slow after 15 to 20 steps and eventually freezes, causing unsaved work to be lost on page reload.
This happened seven times across different drips. Sharad tested an 18-step automation live on the call without issues and recommended trying an incognito browser to rule out Chrome caching. He also noted that the variable field migration for automation steps is shipping Friday, September 18, so users who manually re-entered dynamic fields in drip steps may not have needed to (00:33:00).

A user demonstrated several SMS template issues: the seller's first name filled correctly but the address rendered incorrectly, the acquisition manager name did not fill at all, the A2P disclosure was re-inserted into an ongoing conversation, and the text was sent from a toll-free number used for dispositions instead of the lead's campaign number. The user said he had lost confidence in automated templates and temporarily rebuilt all drips with no merge fields.

He also flagged that the appointment time variable field and custom role fields (like property analyst) that were available in 5.0 are no longer usable as merge fields. Sharad explained that roles are now customizable rather than fixed, which removed them from the variable field list. The user argued that custom roles should still be available as merge fields since the system knows which person is assigned. Sharad agreed and said the team would look into making all roles, including custom ones, dynamically available as variables (00:50:03).

A user reported that existing leads calling back in are being routed to the AI answering bot even though no argument in his call flow should allow that to happen. He documented seven or eight instances in a single day. Sellers who were told "all future calls will come directly to me" were getting the AI again, causing escalations and damaging trust. Sharad created a ticket and asked for screenshots and a call recording clip. The user noted this is a critical issue and said he was considering shutting down AI entirely until it is resolved (00:53:04).

The same user described inbox entries appearing without a seller name, showing only a phone number, even for outbound messages he had just sent. Leads assigned to other team members were also appearing in his inbox, requiring him to clear notifications across both the leads and list stacking tabs to reach inbox zero. Sharad confirmed the update to suppress list stacking notifications for records that also exist in leads is already in progress. The user also noted that the dashboard's lead-task counter and the calendar task view serve different purposes, which had been confusing him into working from the wrong list (00:58:00).

A user with admin access demonstrated that the grid view only shows pipelines for some team members and not others, even though all pipelines were set up the same way. A second admin on the account confirmed the same issue. Tyler created a ticket to investigate whether it is an account-level permissions issue or a display bug.

Sharad confirmed the team would be back Friday, September 18, at noon and 6:00 PM Eastern on the same Zoom link.