Manage Custom Field Options

You can now manage dropdown, multi-select, radio, and checkbox options for Custom Objects and Companies. This allows you to clean up outdated or incorrect field options without breaking historical data or existing automation.

1. Go to Settings and select Custom Fields.
2. Open the specific Custom Object or Company field.
3. Select the option you need to remove.
4. Review the count of affected records to see how many use that option.
5. Confirm the deletion.

Note: Deleted options cannot be selected for new records or workflow conditions, but they remain visible on existing records to preserve data integrity.

SMS Support for Mexico Numbers

Due to carrier changes, SMS is no longer supported on Mexico local phone numbers. To prevent confusion, a status indicator has been added to the Phone Numbers table so you can identify affected numbers immediately.

1. Navigate to Settings.
2. Select Phone Numbers.
3. Click on Manage Numbers.
4. Select the Phone Numbers tab.

Voice and WhatsApp services continue to work as normal for these numbers.

AI Invoice Layout Builder

You can now design custom invoice layouts using the Layout AI Builder. This tool allows you to describe the look you want or upload an existing layout, and the AI will generate a design for you. This gives you full control over your firm's professional appearance without needing to write code.

1. Navigate to Payments and select the Invoices & Estimates dropdown.
2. Select Layouts.
3. Use the Layout AI Builder to generate a layout via a text prompt or by describing an existing design.
4. Use the visual builder to manually adjust style, content, or alignment.
5. Click Publish to make the layout available for your invoices.

Every AI change saves a restore point, allowing you to go back to an earlier version if needed.

International Calling Rate Updates

Effective October 13, 2026, Cogent CRM is updating the list prices for several international inbound and outbound voice minutes. These changes help maintain the quality and reliability of global telecom networks.

Please review your calling patterns for countries including Argentina, Belgium, Brazil, Chile, France, Germany, Ireland, Israel, Italy, Mexico, Netherlands, New Zealand, Poland, Puerto Rico, South Africa, Spain, Sweden, Switzerland, and the United Arab Emirates. Rates for both local and mobile numbers may vary.

Tip: Review your international calling volume to ensure your communication budget remains accurate under the new rates.

How-to: Automate image analysis in your workflows

You can now automate image analysis within your workflows using the AI Analyze Image action. This allows the system to extract text via OCR or describe the contents of an image automatically. This saves staff time by removing the need to manually review every incoming image.

1. Open your Workflow builder.
2. Add the AI Analyze Image action.
3. Configure the action to send the image to the AI vision model.
4. Use the resulting text output to update custom fields, send automated emails, or trigger different workflow paths.

How-to: Use session variables in Voice AI agents

Voice AI agents can now utilize session variables to carry data throughout a call. These variables update live as the conversation happens, allowing the AI to remember information across different actions, prompts, and SMS messages. This provides a more intelligent and cohesive experience for your clients.

1. Access the variable picker within your agent settings.
2. Create, edit, or delete variables as needed.
3. Assign a friendly label to each variable.
4. Integrate the variables into custom actions, welcome messages, or voicemail info.

You can use up to 20 session variables per agent.