Changelog

Workflow Mode is a new Automations mode that creates a Workflow record each time an Automation runs, letting you define and analyze outputs and outcomes based on how each step is executed.

A few highlights:

• Follow the progress of a sequence and see exactly what stage it has reached

• View the context and outputs of each run from the Workflow record, including objectives, conversations, prompts, and email content

• Analyze reply, open, and click rates per Automation run, alongside per-email data

• Executions are trackable in Data Explorer and dashboards

The AI Low-Adoption Outreach template matches a company’s under-used features against its stated objectives.

Use it to:

• Identify gaps to address

• Send a personalised outreach email built on that match

• Attach the relevant enablement materials for those features

The AI Shared Inbox template uses AI to triage inbound customer inquiries and route them by topic.

What this does:

• Assigns an owner round robin

• Drafts a reply, or creates a task with a handover brief, depending on the topic

Email steps in Automations can be restricted to defined send windows, so emails leave only within the hours or days you set.

Use it to:

• Restrict sending to business days

• Define specific hours within the day for outreach

• Keep sequences running continuously while controlling exactly when emails land

The new NPS Follow-up template uses NPS results to trigger follow up outreach to customers.

Use it to:

• Request detail from detractors on their feedback

• Ask promoters for a review

• Approach promoters as reference customers

The Multi-language Onboarding Sequence template enrols end users into a three email onboarding sequence the moment they enter a filter.

A few highlights:

• A branch routes each user to the email in their language

• Enrolment triggers on filter entry, so new users are picked up automatically

You can now copy a single step, or a step plus everything below it, directly on the Automation canvas.

Use it to:

• Duplicate a step and adjust its configuration in place

• Reuse an entire branch of steps across an Automation

• Build parallel branches from the same starting configuration

The Wait Until step holds a record at a point in an Automation until a specified condition is met, with an optional expiration window that branches to a fallback action if the condition is not met in time.

Now you can:

• Delay a follow up until the recipient opens the previous email

• Wait until the renewal date is reached before advancing the run

• Advance only once a health score crosses a defined threshold

• Branch to a fallback action when the condition is not met within the window

Exit Criteria is a configuration on an Automation’s trigger object that defines the conditions under which a record is pulled out of a run in progress.

Use this to:

• Stop a renewal sequence as soon as the renewal is completed

• Exit a record when its ARR changes

• Remove a contact from a follow up sequence once they open an email

Email Sequences are now available to all users—these can be built and configured directly inside Automations.

What you can do:

• Generate email content with AI, setting human in the loop approval for control and governance before sending

• Reference any data point in Planhat within an email

• Reply within an existing email thread

• Trigger a Sequence from any model, with Automation conditions controlling when it runs

• Set Outcomes in Sequences as part of the Sequence configuration

Some applications:

• Send rule based sequences with flexible triggers and conditions, such as chasing overdue invoices or stalled deals

• Personalise an NPS follow up against the score and recent account activity

• Run a scaled inbox agent that triages tickets and drafts auto replies

All customers with PSA can now create custom utilization definitions and view them in the Utilization widget, alongside Total and Billable.

Some highlights:

• Define metrics in your own terms, such as Productive, Non-productive, or Admin Utilization

• Set up historical definitions under Settings → Services setup → Time Tracking

• Set up forecasted definitions under Settings → Services setup → Capacity Planning

• Custom definitions apply across Users, Teams, Regions, and skillsets for both reporting and forecasting.

An evolution of the writing assistant, the AI coworker allows users to query Planhat data and take action right where you work with your colleagues. Generally available in consultation with your deployment team.