October 2026

October 14, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Users can now use a Starred Inbox view that shows only their starred Patient Channels, with the same filters, search, and statuses as the All Messages view.
• The Scheduled view can now be filtered by time of day. Set a start and end time in the date picker, for example 8:00 AM to 11:00 AM, to narrow the list to appointments in that part of the day.
• Enterprises can now create their own Campaign categories instead of filing everything that does not fit under Other. Users with the Manage Campaigns permission add and remove them in a new Campaign Categories section in Enterprise Settings, up to 50 categories of 60 characters each. Custom categories appear after the built-in ones when you create or edit a Campaign. Removing a category leaves it on Campaigns that already use it. Recurring Campaigns still use the built-in categories only.
• Users can now see a patient's appointments from the last 8 weeks in the Patient Facesheet, under Events → Past Appointments. Each one shows its visit result from the EHR, such as Completed, No-Show, or Canceled. The section title shows how many there are, even when the section is closed.
• When a Campaign has more than one delivery method, the message card now shows Text, Call and Email tabs so you can view each version, including the email subject. The tabs appear on the Campaign Preview step, Campaign Details, and Recurring Campaign Details. Trigger summaries now show the email subject too.
• Messages sent by a Trigger are now labeled Trigger instead of Automation. Hover over the Trigger or Campaign label on a message to see which one sent it, then select it to open it.
• Messages sent by a Conversation Flow are now labeled Conversation Flow instead of Automation, including automated (IVR) phone calls. Hover over the label to see the Conversation Flow's name, then select it to open it. When a Trigger, Campaign, or mamual message starts a flow, the message shows both labels, for example Trigger • Conversation Flow.
• Every user can now see the name of the Conversation Flow or Trigger that sent a message to a patient from within the Patient Channel. Opening the Conversation Flow or Trigger is still limited to users who can edit them.
• The Messaging API (MAPI) now reports when a message is sent with an appointment number (csn) that matches no appointment in the organization. The message is still sent and the response includes a warning. An integration that would rather not send in that case can set the new optional requireCsnMatch field to true, which returns an error and sends nothing, so the integration can retry. This affects API integrations only; there is no visible change in the AHFE platform.
• Phone call statuses for AHFE voice calls, both outbound and inbound, now update within seconds of the call ending instead of several minutes later.
• More system metrics and alerts were added for AHFE, covering automated (IVR) call outcomes, rejected inbound texts, patient identity verification failures, and unrecognized patient replies.
• AI agents can now send patients the links found on a page in a website knowledge base, falling back to the page's own address.
• For one Enterprise, messages that mention symptoms are now routed to the staff groups the Enterprise asked for.
• For one Enterprise, the appointment reminder AI agent can now cancel an appointment when a patient asks, after offering to reschedule first. Its inbound voice agent confirms first name, last name and date of birth one at a time, says a short hold phrase during slower lookups, and reads spelled-out names more slowly.
• For one Enterprise, the text AI agent now identifies what the patient wants first and escalates to staff sooner.
• For one Enterprise, the AI agent can now rank a caller's previous providers and match a provider the caller names.
• For one Enterprise, the inbound voice AI agent can now switch language during a call and always includes a summary when it transfers the call to staff.
• A new alert watches patient identity verification failures on one Enterprise's AI agent calls and texts.
• Groundwork was added to run voice AI agent evaluations automatically.
• More of the Inbox now appears in the staff user's chosen language, including screen reader labels and text from shared components.
• Enterprise and Practice Settings alerts now use one shared component.
• Patient forms now include a code entry screen and a textable phone number is sent when a patient is assigned for a visit.
• Connecting an organization's cloud account for AI agents can now be done from an operator-entered account claim, without an AI agent being set up first.
• Setup continued for partners who offer AHFE under their own brand, including a dedicated web address, sign-in, and branding.
• An internal machine-learning service was retired. Message translation now runs in the main application.
• An unused Practice-level data purge was removed.
• Long data purges now keep running to completion without holding up other work.
• Internal message queue handling was refactored, with no change in behavior.
• Test environments were set up with phone numbers for AHFE inbound automated (IVR) call testing.
• An internal diagnostic setting can now record automated (IVR) calls in test environments. It is off by default.
• Unused federal infrastructure was reviewed so it can be retired.
• Alerting was fixed so expiring single sign-on certificates now raise a ticket automatically.
• Internal build tooling was updated.
• The shared component library was updated so icon buttons use a neutral color and the close button is visible in dark mode.
• Font settings were moved out of individual component themes in the shared component library.

Fixes:

• Users can now find patients by typing a patient ID or name that contains a hyphen or period, such as Smith-Jones, in the All Messages and Scheduled views. 
• In dark mode, the Unconfirmed appointment status chip on the Patient Facesheet is now easy to read. Gray status chips across the platform now meet accessibility contrast standards in dark mode and the appointment card's menu is visible again. Light mode is unchanged.
• A manual message made up only of Smart Phrases placed side by side with no space between them is no longer sent in the wrong language. Smart Phrases are now ignored when the message language is detected and the patient's preferred language is used when there is not enough text to detect one. A manual message with an unclosed brace no longer fails to send.
• Copying an Enterprise's setup now includes its Conversation Flows, as expected.
• Patient email replies are no longer dropped when an error happens while the incoming email is processed.
• Settings alerts no longer show raw field names for fields that are not mapped to a section.
• Decision tree sessions for automated (IVR) calls transferred to staff now close when the transfer happens, instead of staying open.
• Outbound call throttling now keeps counting long and transferred calls, so it no longer places extra outbound calls on the lines kept free for patients calling in.
• AI agents no longer book appointments for patients who are not eligible, such as patients marked as not allowed to self-schedule, deceased, or discharged.
• When a patient has opted out of messages, the AI agent now mentions staff in the conversation instead of dropping the follow-up silently.
• AI agents no longer repeat an identical patient search and a caller now gets a clear next step when a patient record cannot be created.
• Identity verification by text no longer fails for a patient whose record was created automatically.
• When a caller names a provider by last name only, the AI agent no longer says that provider has retired when another provider with the same last name is still active.
• AI agents now recover from more scheduling errors instead of handing the call to staff.
• For one Enterprise, the text AI agent no longer repeats the same sentence while it looks something up.
• Appointment custom data now matches appointment IDs from the EHR whatever the letter case, as expected.
• Queued referral messages are now checked again before they send, so a referral that is no longer eligible is not messaged.
• Intake Hub no longer shows a sign-in screen after a user signs back in to AHFE.
• On patient forms, the AHFE logo no longer flashes before the organization's own logo for partners who offer AHFE under their own brand.
• Inbound text message retries now treat a message as finished only after processing actually completes.
• Services no longer return errors while they shut down during updates.
• Internal messages are no longer processed a second time when a service restarts during a rebalance.
• Internal message queue sign-in was switched back for two services in test environments.
• Security improvements made to enhance the product.

October 1, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Staff and Manager Users with the Recurring Campaigns permission now only see and manage Recurring Campaigns for their assigned Practices.
• Staff can now collapse the left sidebar to show icons only, for more room on smaller screens. Select the panel icon next to the logo to collapse it and select the tab on the sidebar's right edge to expand it. When collapsed, hovering over an icon shows the tab's name and notification badges still show. The choice is remembered in each browser.
• The Inbox now always offers both Close Channels and Open Channels as bulk actions. An action is grayed out only when it can't change anything and hovering over it explains why.
• Each Enterprise can now have its own sender name on emails.
• Outbound automated calls can now use built-in answering machine detection to tell a live answer from voicemail. Live answers hear the greeting and voicemails get the voicemail message. A live answer may hear a short pause before the greeting.
• The minimum wait time for voicemail detection on outbound automated calls was lowered.
• Phone call statuses now update within seconds of the patient hanging up, instead of several minutes later.
• Reminder calls that hit a brief error while being placed are now retried over a longer window, so fewer reminders are missed during a short outage.
• Groundwork was added so Enterprises can define their own Campaign categories for reporting. There is no visible change yet.
• For one Enterprise, a new AI agent now reminds patients of appointments by text and phone.
• For one Enterprise, the text AI agent now has the latest fixes from its voice AI agent.
• For one Enterprise, groundwork was added to connect its AI agents.
• Connecting an Enterprise's cloud account for AI agents no longer requires an AI agent to be set up first.
• Staff account creation was made easier.
• Intake Hub: signed consent form PDFs are now created on the server from the patient's submission.
• Intake Hub now connects to the correct server in each environment.
• Work continues on a backup entry point that keeps incoming text messages arriving during a system outage. It is now built and deployed with scheduled releases.
• System monitoring costs were reviewed to plan future monitoring.

Fixes:

• When the Secure Message Portal is in Arabic or Persian, back arrows now point right to match the right-to-left layout, as expected.
• Smart Phrases and Campaign Variables now get spaces only where needed, so words no longer run together, as expected.
• Translate on a patient's message now detects the language the message is written in, instead of assuming the patient's preferred language. For messages that came back untranslated, select Translate again.
• With the sidebar collapsed and the Inbox open, a long list of saved views no longer pushes Help, Settings and My Profile off screen.
• Inbox conversation titles now show a patient's preferred first name only when it is different from their legal first name, as expected.
• More of the Staff Console now appears in the staff user's chosen language, including Settings messages, Holiday Hours errors and screen reader labels. Settings alerts now switch language right away, as expected.
• Intake Hub: staff sign-out now works as expected.
• Voice AI agents no longer split one caller answer into two turns and then ask again for something the caller already said.
• When a patient hangs up during a warm transfer briefing, the staff member no longer hears silence.
• When a patient hangs up before a warm transfer is answered, the person answering no longer hears only beeps.
• When a patient answers a decision tree voice call and then hangs up, the patient request now closes within about 15 minutes instead of staying open for days.
• Automated phone (IVR) messages in the patient conversation now show the phone number used for the call and are labeled Automation, as expected.
• Security improvements made to enhance the product.

September 2026

September 29, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Patients can now use the Secure Message Portal in their own language, from sign-in through reading and replying to messages. Languages are English, Spanish, Portuguese, Vietnamese, Chinese (Mandarin and Cantonese), Russian, Haitian Creole, Korean, Arabic, French, Persian and Somali. A language selector with a globe icon appears on the sign-in screen and inside the portal.
• Saved views in My Views can now be deleted in bulk. From the ⋯ Actiions menu, select Delete many, choose your views, then confirm.
• Archiving a Recurring Campaign now turns it off and hides it from your list without deleting anything. Select Show archived to see archived Recurring Campaigns, and select Restore to bring one back.
• Outbound automated calls can now play a short greeting, such as "This is {practiceName}.", as soon as the patient answers and before voicemail detection. Wait times for voicemail detection and phone menus can also be set for each enterprise.
• For one Enterprise, the inbound voice AI agent now confirms date of birth first on its third try at verifying a caller's identity.
• For one Enterprise, a new AI agent now texts patients who missed an appointment, in English and Spanish.
• AI agent testing tools now show whether an appointment can be canceled or rescheduled, so the AI agent knows before it offers.
• Test coverage was added for choosing a Staff Console language.
• Intake Hub insurance prototype work was consolidated and documented.
• Routine system events are no longer logged as errors, so real issues are easier to spot.
• Work continues on a backup entry point that keeps incoming text messages arriving during a system outage.
• Removal of an unused Apple Messages for Business integration continues. Other messaging is not affected.
• The system now measures how long each web knowledge base sync takes.
• The first phase of manual regression testing was completed.
• Intake Hub: one Enterprise's consent form was updated with the full legal text.

Fixes:

• Pharmacy dispense updates for prescriptions not in AHFE are now recorded as skipped instead of failed, as expected.
• Web knowledge bases no longer run together text from separate sections of a page.
• Intake Hub: images uploaded in forms now stay after the form is refreshed or reloaded, as expected.
• For one Enterprise, the inbound voice AI Agent now transfers Spanish-speaking callers to the Spanish scheduling line. It also no longer forwards a call after the caller hangs up.
• Patients who sign out of the Secure Message Portal now see their healthcare organization's logo on the sign-in page instead of the Artera logo, as expected.
• A Location's Address Line 2 that comes from the EHR can now be hidden from patient-facing messages with the Hide Original EMR Value checkbox. A new Patient-Facing Location Details card shows what patients will see. Clearing a custom Address Line 2 now removes it, as expected.
• A staff user's saved Staff Console language now carries over when they sign in from a new browser or device, as expected.
• Security improvements made to enhance the product.

September 26, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Behind-the-scenes work has started so AHFE Enterprises can create their own Campaign categories for reporting. There is no visible change yet.
• Upcoming Inbox updates were adjusted. The Match My Filters setting was removed and the Scheduled View now marks which filters are applied.
• Partners who offer AHFE under their own brand can now brand the Secure Message Portal chat. This includes message bubble colors, the chat background, the login screen logo and the AI agent avatar. Portals without custom branding stay the same.
• Numbers you've blocked that text or call your practice line now get updated wording reviewed by Legal. The reply tells them to call 911 in an emergency and to reach their care team another way.
• Automated (IVR) phone calls now record what the caller said when their answer isn't recognized, so it can be reviewed alongside text replies.
• For one Enterprise, the inbound voice AI agent now confirms first name, last name and date of birth one at a time. It also says a short hold phrase during slower lookups and reads spelled-out names more slowly.
• For Athena customers with the setting turned on, AI agents can now tell when the provider isn't available on the day of an appointment. The AI agent explains what happened and offers to reschedule.
• On inbound AI agent calls, the agent now receives the caller's phone number when caller ID is available, so it doesn't ask for it again. The number is never used to verify identity.
• The Loop to Message action now has a Number of loops setting (1 to 20). It defaults to 20, so existing Flows work as before.
• Test coverage was improved for how time displays in the session activity window.
• A new report shows how many unrecognized patient responses are coming in to Conversation Flows.
• For one Enterprise, the outbound voice AI agent now handles requests to stop automated calls. Callers are told they can say "stop calling," and clear requests are honored right away and flagged to staff.
• For one Enterprise, AI agents now send symptom mentions to the staff teams the organization requested.
• A service update reduces brief errors seen while the system is being updated.
• An unused Apple Messages for Business integration, never turned on for any customer, is being removed. Other messaging is not affected.
• The current message composer is now the only composer. There is no visible change. The Enterprise Settings and Self-Reschedule editors can no longer be edited while a save is in progress.
• Test coverage was added for cursor placement in the translations editor.
• An internal messaging system upgrade continues. There is no change to the product.
• Calls to a phone number that isn't assigned to an enterprise no longer set off false system alerts. Callers hear the same message as before.
• Internal cleanup was done on how Inbox filter counts update.
• Automated calls and text messaging were set up for one Enterprise.
• Federal system alerts now reach the right AHFE engineers based on how urgent they are.
• Intake Hub: When staff assign forms, they now choose a line, and the patient gets a text with a link to the forms.
• Intake Hub consent forms can now collect signatures.
• Spacing next to checkbox and radio button descriptions was tightened.
• The shared design library was updated.

Fixes:

• Outbound appointment reminder calls are no longer delayed when many calls start at once. The call rate limit was raised and is being monitored.
• Typing quickly in the message editor no longer drops characters. This affected Conversation Flows, Triggers, Campaigns, Settings and Bulk Messages.
• The message editor now trims text over the maximum length and keeps the cursor in place, as expected.
• Incoming patient texts that were saved but didn't reach the Inbox during a brief database outage can now be recovered by Support.
• The Create Campaign button on an empty Campaigns page now works as expected.
• Automated phone calls that the patient answers and then hangs up on now close within about 15 minutes, instead of staying open for days.
• Inbound automated (IVR) calls now show the caller's menu choices in the Patient Channel, in order with the prompts. One unrecognized answer no longer hides the rest of the call's responses.
• Patient responses and call updates on automated phone calls are now retried after a temporary error instead of being lost.
• Message viewers now load in the Inbox in the federal environment, as expected.
• Prescription dispense updates with a decimal quantity no longer fail, as expected.
• Staff can now load the Conversation Flows list in the federal environment, as expected.
• Security improvements made to enhance the product.

September 25, 2026

Improvements:

NOTE: Some updates may require enablement. Connect with your Project Lead for details.

• Saved views in My Views can now be reordered from the ⋯ Actions menu. Select Rearrange, move your views, then select Done.
• Saved views in My Views now load through an updated, simpler process.
• When a message goes to more than one Practice, the Quick Response list displays only the responses every selected Practice can use. The Quick Response tooltip now explains this.
• The All Messages and Scheduled views in the Inbox now include a Modality filter. Use it to find and bulk message patients by appointment modality.
• Behind-the-scenes updates support the new Modality filter in the All Messages and Scheduled views.
• Patients can now text the same phone number used for automated (IVR) phone calls. Their messages arrive in the Inbox.
• A new backup entry point lets incoming text messages keep arriving during a system outage.
• An existing phone number was moved to the updated phone system, so incoming calls now go through automated call flows.
• A cloud provider limit on managing phone numbers in the federal environment is now being tracked. There is no change to the product.
• Work continues on Analytics Plus.
• The messaging services used to send text messages were reviewed for cost.
• The higher bulk selection limit in the Inbox is now a permanent part of the product.
• Exporting invalid data from a Campaign is now a permanent part of the product.
• Recurring Campaigns you no longer need can now be hidden from the Recurring Campaigns page. Hidden Recurring Campaigns keep their history.
• A new appearance setting lets users choose Light, System or Dark mode.
• Text on Triggers overview pages, grids and tables is now ready for translation.
• Intake Hub now matches forms to appointments using the EHR's event ID. Renaming an appointment type in the EHR no longer stops forms from being assigned.
• In Intake Hub forms, details from a patient's uploaded ID or insurance card now fill in the rest of the form automatically.
• The New Walk-In button has been removed from the Intake Hub list.
• The Insurance action in Intake Hub is now hidden.
• The patient form welcome screen has an updated design, with the Continue and Sign Out buttons at the bottom of the screen.
• Groundwork is in place to write patient form answers back to the EHR.
• AI agents can now listen for the voicemail beep and start speaking when recording begins. This is turned on per agent.
• Syncing a website to an AI agent knowledge base now runs in the background, so it no longer slows down live patient conversations.
• Groundwork is in place to share patient details with AI agents during phone calls.
• Background tasks that keep AI agent phone calls ready to answer quickly now have limits, so they don't overload the system.
• For one Enterprise, the AI agent now names the appointment in its opening messages. It also stops when the patient says the appointment is already taken care of.
• Phone scripts were updated for AI agents within two Enterprises.
• New automated tests check an AI agent's responses before changes go live.
• An inbound AI agent was tested from start to finish.
• New system alerts for the federal environment were set up and tested from start to finish.
• More system alerts and dashboards were added for the federal environment.
• The system now tracks phone menu choices, rejected incoming texts, failed identity checks and patient replies it could not understand, so issues can be caught sooner.
• The team is now alerted when the nightly website sync for AI agent knowledge bases fails.
• The internal system that passes data between services was updated and now has better monitoring.
• Work is underway to upgrade the internal system that passes data between services.

Fixes:

• Apps now show the Federal Edition blue color instead of Artera purple, as expected.
• Setting descriptions on the Default Settings page are accurate again. The Do Not Contact setting now correctly states that only Enterprise users can change it. 
• The error message on the Edit Enterprise page that appears when agent voice settings fail to load now displays in full, as expected.
• Filtering the Triggers page by Resource now shows every Trigger that uses the selected provider, location or device, as expected.
• Conversation Flow replies sent during a phone call now show Automation as the sender in the Patient Channel, matching text messages, as expected. 
• Automated (IVR) phone calls blocked by the patient's phone carrier are no longer marked as completed. Staff can now see calls that never reached the patient and why they failed.
• Automated (IVR) phone calls that end because of an error now show a final call status in the Patient Channel. These calls no longer display a misleading "session has expired" message later, as expected. 
• Selecting more than one event type when building a Campaign audience no longer duplicates or removes selections, as expected.
• AI agent phone calls that last longer than 30 minutes no longer end unexpectedly.
• AI agent knowledge bases built from a website no longer drop text, such as a phone number, that sits next to a heading.
• For one Enterprise, the AI agent now handles a close-but-not-exact name match more carefully when it verifies a patient's identity.
• Services no longer return temporary connection errors while they restart during updates.
• System metrics now reach the monitoring service in the federal environment, as expected.
• The voice settings card now appears as expected in a testing environment.
• Security improvements made to enhance the product.