Pre-release preview · prepared 2026-10-26
This release brings a wave of improvements to Conversations, Workflows and Workforce. Agents get a clearer view of who is waiting and what needs an owner, workflows can now run on custom objects, and field teams get automatic shift tracking and finer control over work types, and a big announcement from gaiia's Support team. We've also listed several billing improvements that are already live. We share these notes ahead of time so you and your team can prepare.
gaiia Support
gaiia's new support portalExpected: Releasing November 3rd
We are moving gaiia Support to a new platform, which brings a new support portal and some changes to how you submit and follow your tickets. For everything you need to know before the switch, check out gaiia's New Support Portal - What's Changing.
Analytics
Sort custom reports by name or last updatedExpected: Releasing October 26th
Click the Name or Last updated column header to re-sort the My reports tab, the Shared with me tab and folder pages. Name toggles between A to Z and Z to A, Last updated shows the newest first, and folders always stay above reports.
Billing
See the reactivation charge before paying to end a suspensionReleased
When a customer pays to end a delinquency suspension in the client portal, they now see the upcoming reactivation charge and its dates before paying. Users see the same details in the payment dialog.
Find mailed invoices in the billing sectionReleased
Billing now has a separate section for mailed invoices, apart from other invoice types. In the main left navigation, under Billing, click Mailed Invoices.
Get a warning before unassigning part of a bundleReleased
When you unassign a subscription that belongs to a bundle, gaiia now warns you and suggests checking whether the other bundle items should come off too.
See the company label when confirming mass paymentsReleased
The mass payment confirmation popup now shows each account's company label, so you can check that payments go to the right account.
Set proration start and end dates separatelyReleased
Proration on one-time transactions now uses two labelled fields, a start date and an end date, instead of one date range.
Create button stays visible on deposit slipsReleased
The Create button on the deposit slip creation page now stays visible as you scroll, so you don't have to scroll to the bottom of the form.
Months billed per invoice shows only on recurring chargesReleased
The Number of months billed per invoice field no longer appears on one-time debits and discounts.
Clearer $0 invoice communication settingReleased
We reworded the $0 invoice communication setting to make it easier to understand.
Checkout
Show sales agents a different product listExpected: Releasing October 26th
When a sales agent places an order through gaiia's embedded checkout, they can now see a different product list than customers see in your online checkout. This is set up through a workflow, so contact support@gaiia.com and we will configure it for you.
Tailor checkout and client portal copy by account typeExpected: Releasing October 26th
You can now add account-type variants to any copy in gaiia's CMS, for example a different checkout headline for Residential and Business customers. Customers see the copy for their account type, or your default copy if no variant matches.
Conversations
See how long customers have been waitingExpected: Releasing October 26th
Conversation cards now show a Waiting tag with how long the customer has waited for a reply. The tag turns yellow, orange and then red as the wait grows, and clears when you reply or close the conversation. A new Sort menu lets you put the longest waits first. The colour thresholds can be adjusted on request.
Unassigned inboxExpected: Releasing October 26th
A new Unassigned inbox under All lists conversations with no assignee, so your agents can pick up new work without scrolling through everything. Replying to an unassigned conversation assigns it to you.
Import calls from your phone systemExpected: Releasing October 26th
Phone systems like Five9 can now send finished calls into gaiia through the public API. Calls appear in the inbox and on the account as read-only conversations tagged Imported, with an AI summary and a link to the full call record.
Platform
Collapse the Settings menuExpected: Releasing October 26th
The Settings menu now has a collapse button, like the main menu. Collapsing it gives the page the full width, and the Expand button in the header brings it back.
Sort, search and filter users through the APIExpected: Releasing October 26th
The users API query can now sort by name or last connected, search by name or email, and filter by one or more roles or by email.
Workflows
Launch workflows on a custom objectExpected: Releasing October 26th
Workflows can now launch on custom objects. A workflow that targets a custom object launches from that object's own Workflows tab, the same way it works today for Accounts and Inventory Items.
New templates to learn workflow buildingExpected: Releasing October 26th
The template library now includes new templates covering key workflow features and modules, giving you more starting points for common use cases. Anyone with Workflow View permission can browse them, and Workflow Edit permission is needed to create a workflow from a template.
Search workflows by labelExpected: Releasing October 26th
Workflow search now matches assigned labels as well as workflow names, so related workflows are easier to find.
Custom object nodes in the node libraryExpected: Coming soon
Each of your custom objects will appear in the workflow node library with its own Create, Get, Update and Archive nodes, grouped under an Objects section. Inputs and labels come already scoped to that object.
Workforce
Choose which roles can edit a work order's work typeExpected: Releasing October 26th
Editing a work order's work type in the Field Service app is now a role permission you manage in Role Permissions, instead of a single setting for your whole organization.
Start a technician's shift automaticallyExpected: Releasing October 26th
A technician's shift, along with GPS tracking, can now start automatically as soon as they begin their first job, so tracking no longer depends on remembering to clock in. Turn it on in Workforce > Settings > Field service app. This requires Field Service app version 1.19.
Temporary overrides improvementsExpected: Releasing October 26th
Checkout and client portal assignment now respect temporary overrides, and the override list is sorted by status (active, upcoming, then past) by default. Temporary overrides is an opt-in alpha feature, so reach out to support@gaiia.com if you'd like to assign temporary locations to your technicians.
Work orders tab on address entitiesExpected: Coming soon
Opening an address entity will show a Work orders tab listing all historic work orders, similar to the Accounts tab. New work orders will be tied to an address entity, and one will be created if it doesn't exist yet.
Link work orders to projectsExpected: Coming soon
Projects will get a new Work orders tab where you can link or create work orders for that project, and the project will show on the work order. This starts on web only.
How we use these release notes
These notes represent a projection of upcoming changes over the next few weeks. Timelines may vary, and details may evolve. We may also update this article with additional information once features are fully released. Note that we only share changes that have a visible impact on the platform — many more improvements ship behind the scenes without appearing in the release notes, whether to stability, performance (such as loading times), or security.
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