Now, every sales-related phone call is automatically captured as a lead - so you won’t lose a qualified lead, even if the caller hangs up early.
How it works:
The new outbound Collections Agent automates phone follow-ups with tenants who have past-due payments, helping you recover revenue more efficiently.
Key features:
Reduce manual outreach, recover payments faster, and give tenants a seamless, guided payment experience - without adding extra work for your team.
We’ve added smarter call handling behind the scenes with answering machine detection. This allows us to intelligently recognize when a call is picked up by a human vs. a voicemail system.
Why it matters:
The result: fewer dead ends and more meaningful conversations.
Abandoned Cart sequences now include a Voice option (toggle) in Cortex. In addition to SMS and email follow-ups, you can automatically call prospects who selected a unit in chat but haven’t completed their rental.
How to take advantage:
More channels = more chances to recover lost sales. Keep an eye out for conversion stats in October’s analytics report.
Your voice bot can now escalate calls directly into our Conversations page, making it easier than ever for your team to step in when prospects or tenants need a human.
Previously, calls needed to be forwarded to an external phone number to reach your contact center. Now, by selecting swivl Conversations within the Voice section of Cortex, those calls will flow seamlessly through swivl:
How it works:
This update keeps everything in one place, removing the hassle of juggling multiple systems.
swivl can now retrieve a tenant’s account number from StorEdge using their phone number or email, and deliver it via SMS, email, or read it aloud over the phone.
Tenant requests account number via chat (SMS and voice also supported):
Tenant receives account number via email (configurable):
Tenant receives account number via SMS (configurable):
Enable the account number integration from Property Manager > Details > Features:
This will enable the integration for web and SMS. You may customize the account number messages here.
Customers on the Disruptor tier can also enable the account number integration for phone/voice from Property Manager > Cortex > Voice Settings:
You may customize the phone/voice account number messages here.
You can now send shortlinks in SMSes and emails that automatically expand into full URLs with UTM parameters.
Why it matters:
This update improves both the user experience and our ability to measure performance - without adding extra work for your team.
swivl now delivers personalized greetings to returning online shoppers. For example, “Hey Alex, still thinking about that 5x5 unit?” The bot remembers details like location, unit size, and price to personalize interactions.
Personalized, context-aware greetings keep prospects engaged and increase the likelihood of converting leads.
Collecting contact details is now easier and more reliable on web. Your bot will default to using the Info Collect Card (a simple, form-like UI) instead of conversational prompts. Why? Because the card doubles completion rates - on average, 40% of users complete the card compared to just 20% with conversational collection - making it a faster, more dependable way to capture lead information.
What this means for you:
Note: This update only affects the web channel. SMS and voice are unchanged.
Menus now adapt in real time, highlighting the most relevant options based on the user’s message. Previously, button menus varied slightly depending on whether the user was a potential or existing tenant, or on the topic of conversation.
Smarter menus mean smoother conversations, less agent intervention, and higher conversion rates. Instead of static button lists, your customers see the right next step at the right time.
See some examples:
swivl now automatically honors SMS opt-in preferences from your facility management system (FMS). If a customer has already opted out of receiving texts, swivl will not send them marketing or promotional messages on your behalf - helping you stay compliant and respectful of customer communication choices.
What this doesn’t change: Essential and user-requested messages (like 2FA codes, gate codes, or live conversation replies) are still delivered so customers can access support when they need it.
Never miss a new customer conversation - get notified by email as soon as a chat starts. If your team would like this enabled, please reach out to support@tryswivl.com.
Updating your referral program just got easier. Instead of changing every individual message, you can now adjust a single Referral Incentive field and have it apply everywhere. Save time, reduce errors, and keep your referral messaging consistent across all channels.
Pro tip (Innovator + Disruptor tiers): If you update your referral program, don’t forget to review any referral solicitation messages in your move-in sequences.
We’ve streamlined the location selection process for potential customers in chat. Previously, users had to enter a postal code before choosing a location. Now, you can customize the bot to have the user go straight to selecting a location and viewing available inventory.
This update makes the reservation journey smoother, especially for operators with just one or a few locations where selecting a postal code adds unnecessary friction to choosing a location.
This is customizable from Property Manager > Details > Features:
