To close out 2025 we’re releasing a batch of meaningful updates that make it easier for customer facing teams to deliver great experiences whether someone books online, walks into a branch, or checks messages on their phone.
You’ll notice faster, smoother check-ins at the kiosk. SMS reminders that speak your customer’s language. And behind the scenes, smarter conversation tools that bring clarity and control to every interaction.
Let’s dive in.
Appointment Scheduling & Communications Enhancements
Contextual SMS Templates
Reminders are now smarter and more personal. Contextual SMS Templates adapt automatically to the appointment type, location, and preferred language.
Whether a customer is confirming a loan consultation or meeting a wealth advisor, each message feels like it was written just for them.
The result is fewer no-shows and more meaningful interactions that set the tone for lasting relationships.
Personalized Email Enhancements
Appointment confirmations can now include staff photos, bios, and branch imagery. It’s a simple way to introduce familiarity before a meeting even begins.
Customers see who they’ll meet, where they’re going, and what to expect. That small touch builds trust before the first handshake.
In-Branch Experience
Say hello to our Newly Modernized Kiosk Experience
The refreshed Engageware Kiosk transforms the check-in process for both walk-ins and scheduled customers. The new design is faster, clearer, and more welcoming, guiding visitors through each step without confusion. It’s the perfect bridge between digital scheduling and in-person service, creating a seamless experience from screen to branch.
Operational Efficiency & Admin Tools
Simplified Program Configuration
Managing service offerings across locations is now easier in Engageware’s Scheduler for Enterprise. Programs and Program Groups can be configured and updated in one centralized view, so administrators can see exactly what each branch offers at a glance. This means rolling out new programs is faster and far less error prone.
Flow Templates for Scheduler for Salesforce
We’ve added pre-built Flow Templates for invitation, booking, and walk-in workflows in Salesforce. This update replaces manual setup with ready-made blueprints that make branch launches smoother and more consistent.
Conversational AI Enhancements
Campaign-Level Blacklist Filtering
Outbound campaigns in Engage now automatically exclude blacklisted contacts.
That means no accidental sends to unsubscribed customers, fewer compliance risks, and stronger customer trust.
Active Conversations Monitor
Supervisors now have real-time visibility into every active customer conversation through the new Live dashboard. It shows all ongoing sessions, who’s handling them, how long they’ve been open, and whether they’re meeting service-level targets. This turns monitoring into proactive management, helping teams deliver faster, more consistent service.
Status-Change Visibility and Prepause Status
Supervisors can now track who updated an agent’s status and when it happened. Agents can also set a “Prepause” status to signal they’re finishing up before stepping away. These updates make scheduling and coverage more transparent and ensure smoother customer handoffs.
The Takeaway
Every update in the November release was designed to bring more focus and consistency to the customer journey. From personalized SMS reminders to a modernized in-branch experience, we’re continuing to make service simpler, smarter, and more human.
If you’ve been following along this year, each release has built on the last. Explore how it all started with our March 2025 Release and see how we expanded those capabilities in the June 2025 Release.
Together, they tell the story of how Engageware is shaping a more connected, confident, and customer-first future for financial institutions.
