Three months ago, FrontSail AI only knew how to answer the phone. Today it shows up wherever your customers do: your website, Telegram, WhatsApp, and soon Facebook Messenger.
We started with phone because missed calls are a real problem for small businesses. A fast response can be the difference between winning the job and losing it to someone who picked up faster. We wrote more about that here: How much revenue do missed calls actually cost?
Phone is also the safest place to start. Many businesses begin with FrontSail AI as a fallback: after hours, during busy times, or when nobody can pick up. The alternative is often voicemail, a missed opportunity, or a customer moving on. We wrote about that rollout path here: The low-risk way to try an AI phone receptionist
That gradual path matters. You should not have to hand your whole operation to a new service on day one. Start with the obvious pain. Build trust. Expand when you are ready.
This changelog covers February through April 2026. We originally planned to write these monthly; then product work rudely kept shipping faster than the blog. So this one is a three-month catch-up and is a bit longer than usual:
The short version:
- Web Chat, Telegram, and WhatsApp are live; Facebook Messenger is in testing.
- FrontSail AI now keeps customer context connected across phone, web, and messaging.
- The Backoffice Assistant is in beta, starting with customer management, quotes, invoices, and billing workflows.
- Larger organizations can now use departments, multiple users, separate phone numbers, and department-specific routing.
- We rewrote the backend and infrastructure to improve reliability, speed, and scale.
Phone was the right place to start. It was never the only place to go.
Phone calls still matter. They are urgent, high-intent, and often tied directly to revenue. If a new customer calls because something broke, leaked, failed, or needs to be booked quickly, picking up matters.
But customers do not only call anymore; especially, Gen Z.
Existing customers often prefer to send a quick message instead of making a call. Potential customers may ask a question from your website before they are ready to talk. Some people live in WhatsApp. Some message a business on Facebook and expect a reply there.
Customers kept asking us for this, so this quarter we expanded beyond phone:
- Web Chat — an embeddable widget for your website. Grab the snippet from Portal → Agent → Configuration; copy-paste instructions are included for Wix, WordPress, and plain HTML. The widget in the bottom-left corner of this page is running on the same product. Try it out.
- Telegram — your customers message your business, the agent answers.
- WhatsApp — we give you a shared WhatsApp number out of the box, or you can bring your own.
- Facebook Messenger (in testing) — many local businesses get serious inbound demand through their Facebook pages, and that should be a front door too.
The trap with adding new channels is that you accidentally add new assistants. We did not.
Phone, Web Chat, Telegram, and WhatsApp use the same knowledge, tone, customer history, and memory. If someone calls on Monday and messages from your website on Thursday, FrontSail AI should not act like it was born yesterday. Customers should not have to repeat themselves just because they switched channels.
This is not a separate “AI chatbot” product. There are dozens of standalone chatbot products. That was not the product we wanted to build.
We built one Frontdesk Assistant with several front doors.
The Backoffice Assistant is in beta
Once the front desk is working, the next pain becomes obvious: the mess behind it.
A customer calls, messages, asks for a quote, changes an appointment, approves something, or needs follow-up. Then the context gets scattered across people, notes, inboxes, calendars, and half-updated systems.
That is how internal communication breaks. And when internal communication breaks, business execution goes down.
The Backoffice Assistant is our next step in cleaning up that mess. It helps teams keep customer context, internal communication, and follow-up work closer together instead of letting everything turn into operational soup.
We are starting small on purpose. Today:
- The Backoffice Assistant — available in the Portal, Telegram, and WhatsApp.
- Customer management — keep customer context close to the work.
- Quotes and invoices — create, send, and manage them with your organization’s branding.
The important part is the adoption path. You can start with FrontSail AI as a phone fallback, add the channels your customers already use, and then move into backoffice workflows when your team is ready.
No giant “let the robot run everything” switch required. Thankfully. That button sounds illegal.
Bigger orgs, more structure
Some organizations are one company, but several operationally separate teams in practice.
Sales, Service, and Production may each have their own staff, phone numbers, knowledge, and process. They are connected, but they should not be treated as one shared pile of settings.
Some design partners hit this ceiling, so we changed the model:
- Departments — multiple per organization, each with its own staff, phone numbers, knowledge base, and routing.
- Multi-user invitations — invite team members directly into the right department.
- Team management — owners can manage who belongs where.
If your company is simple, you will not notice this at all. If your company has departments that actually operate differently, FrontSail AI now fits that shape much better.
Platform improvements
This is the less glamorous part, but it matters.
More channels, more users, more departments, and more backoffice workflows put more pressure on the system. So we rewrote the backend and infrastructure to improve reliability, speed, and scale.
Also shipped:
- Simpler authentication. Sign-in remembers your last method and email, sessions last longer, and Microsoft SSO now joins Google.
- Faster Portal UI. Fewer slow page loads, less flicker, and a smoother day-to-day experience.
- Backend and infrastructure rewrite. Rebuilt to support future scale without duct tape becoming our most senior engineer.
- More integrations. Outlook Calendar joins Google Calendar, with two-way sync if you use both.
- Bug fixes and polish. Better phone interruption handling, more reliable email notifications, cleaner call recordings, new voices, and dozens of small UI fixes.
That was February through April 2026.
FrontSail is not phone-only anymore. You can start with low-risk phone fallback, add the channels your customers already use, and expand into backoffice workflows when your team is ready.
Got an integration you cannot live without, or a workflow you would happily pay us to automate? hello@frontsail.ai — we read everything.