Stay Up-to-Date on the Latest VanillaSoft Releases

VanillaSoft Release Notes

May 2020

Enhancements & Fixes

April 2020

Enhancements & Fixes

March 2020

Enhancements & Fixes

July 2019

New Feature
Enhancements & Fixes

May 2019

Enhancements & Fixes

February 2019

New Features

December 2018

New Features

September 2018

June 2018

April 2018

January 2018


May 2020


Access to the My SMS User Menu Has Moved (For SMS Users Only)

The My SMS user menu is now accessible as a stand-alone item from the top blue menu bar in the User interface.

My SMS feature

From the My SMS user menu, the user has access to their SMS Inbox (as usual), but also to the SMS Template Management tab.

My SMS feature

User-specific SMS templates allow you to manage and tailor your messaging to ensure deliverability and increase response rates.

When sending a SMS text, the User will still have access to the Admin created templates as well as their personal templates.

My SMS feature




Account Admins Can Now Control Which Admin Combo Has Access to the Contact Management Page

Account Administrators can now allow or restrict Admin Combo users from accessing the Contact Management page.

restrict admin-combo feature



Added Currency Symbols for Payment Gateways

When setting up payment gateways, the Admin can now choose from Dollars ($) Euros (€) or Pounds (£).

currency symbols in payment gateway feature



VanillaSoft Will No Longer Send Emails Using Free Email Addresses Unless SMTP Is Configured

Sending emails from services such as or will now be blocked from sending unless the SMTP server settings have been configured within VanillaSoft.

Emails sent from private email addresses (,, etc.) will not be impacted.

(Using a free email address will have no other impact on your use of VanillaSoft, other than emails from these addresses will not be sent unless the SMTP server settings are configured within VanillaSoft).

Users will be alerted when sending if their SMTP settings have not been configured.

email account configuration

For more information on how to set up your free email account properly, please read this VanillaSoft Support article.


April 2020


De-Duping Enhancements

A NEW “Call History” section has been created, containing the following three new fields:

  • Last Result Code (“Display” only)
  • Last Call Date (“Display” only)
  • Last Comment (“Display” only)

The “Contact Information” section has been updated with five new fields:

  • Lead Source (“Display” only)
  • Lead Status (“Display” only)
  • Scheduled Date & Time (“Display” only)
  • Team (“Display” only)
  • Salesforce ID (“De-Dupe By” and “Display”)
    • *Note: SalesforceID will only be visible if Salesforce is enabled on the project.

De-duping features


March 2020


Intellective Routing Enhancements

a) Intellective Routing priority block added as a contact variable

Many VanillaSoft users have a single-purpose for their outbound communications, such as prospecting new customers, recruiting staff, or seeking donations. But some may be required to make calls for a multitude of different reasons, such as customer service agents following up on order status or late payments. In cases such as this, it is important that the agents know in advance why the contact is to be called or emailed.

With this release we have improved agent visibility into call routing priority. The following three Intellective Routing items are now available as contact variables to be used in script templates:

  • The Intellective Routing priority number
  • The Intellective Routing priority description
  • The name of the Intellective Routing Filter

editing routing filterWith these three new contact variables, the administrator can display to the agents why the contact was routed to them from the Scripts pane.

b) Intellective Routing priority blocks can now be duplicated or deleted

A new dropdown has been added to each priority block, giving administrators the ability to duplicate or delete Intellective Routing priority blocks.

Improvements when opening the Intellective Routing page

For Intellective Routing filters with a large number of priority blocks, we have improved the page load times.


Blackbaud Payment Gateway Integration

Blackbaud is a payment gateway used by many colleges and universities. It is now integrated directly within VanillaSoft for easy payment processing.

Blackbaud payment gateway


New Salesforce Fields

New “Salesforce ID” and “Opportunity ID” fields are now accessible from the following locations in VanillaSoft:

  • Incoming Web Leads
  • Outgoing Web Leads
  • Export Contacts
  • Import Contacts
  • Contact Management
  • Contact Variables
  • Edit Contact Page on the Admin Side
  • Basic Reporting (Reporting Wizard)
  • Advanced Reporting


Export User Details

An ‘Export to Excel’ button has been added to the Manage Users page on the Admin-side, giving administrators the ability to export the details of all users on the account.
Of note, each user’s ID (UserID) is included in the exported file.

export user details


Improved Edit User and Account Profile Page Load Times

We have made improvements to the load time on the Edit User Profile page and the Account Profile page.


July 2019


Ability to Export Only Updated Contacts

The Export Updated Fields feature allows an Admin to export the most recent change made to existing custom fields for all contacts in a VanillaSoft Project. Each custom field will be included in a separate .csv file and can then be imported into other applications (such as a CRM), allowing your existing data to be easily updated.

Export Updated Fields


Type Dates Into Calendars

All places on the Caller side where a datepicker can be used to select a date have been enhanced to allow callers to be able to manually enter dates rather than being forced to choose a date from the datepicker. This makes it more accessible to users with visual impairments. The following areas were changed:

  • Appointment Date
  • Callback Date
  • Calendar Event Start and End dates
  • Retry At Date
  • Date/Time fields in Custom Fields (other information)
  • Date/Time fields in Custom Tables

Date Picker Enhancement


Set Result Code Delays by Team

In June 2018, we added a feature allowing Admins to be able to set a timed delay before their Callers can result a lead. This feature ensures that each lead is worked appropriately before moving on to the next lead.

This result code delay feature has been further enhanced so that Admins can now control the delay setting by team. This gives the Admin the ability to treat the delay setting differently for each team, while still maintaining the global delay for other callers.

result codes



Bugs/Issues Fixed

  • All dates visible within a project now correctly show based on the date format set for the Project Setting.
  • An issue in Microsoft Edge, where sometimes the phone numbers on a contact did not save properly when being edited inline on the main Caller page.
  • Issues with Safari 12, where the page would not return results when executing a search on the caller side.
  • Issues on the Admin side, where the columns in the Call History layout were not properly aligned when there were Blast history items among the call history rows.
  • Issues with the MyContacts page, where the page would not load correctly when custom field columns were added to the list.

May 2019


Incoming Web Lead Enhancements

Three enhancements have been made to the Incoming Web Lead feature:

i. Error response for duplicate Contact

Previously, when the “Do not allow duplicates to be created” feature was active for an Incoming Web Lead, and a duplicate contact was received, VanillaSoft would post a server-side message to the lead provider incorrectly stating “Success”. With this enhancement, VanillaSoft now posts a default server-side message stating “Duplicate Contact”. This message is editable.

Error response - incoming web leads

ii. Allow the use of UserID to assign either Contact Owner or Scheduled Call User

Before this release, when the configuration of an Incoming Web Lead included a mapping to the Contact Owner field, only a VanillaSoft UserName could be passed into the field for the lead to be assigned an owner. If something other than a UserName was used in the Contact Owner field, that information was ignored, and ownership was not assigned to the lead.

This enhancement now allows the VanillaSoft UserID to be used in addition to the VanillaSoft UserName. This is beneficial because the UserID is unique to a user and never changes, whereas the UserName is based on an email address, which can be changed.

The same logic also applies to the ‘Scheduled Call User’ field in that it will also now accept both UserID and UserName.

Note: if the inbound field being mapped to either the Contact Owner field or the Scheduled Call User field is blank or does not match a UserName or UserID, the incoming data for this field will continue to be ignored (ie. nothing gets assigned).

iii. Allow an Incoming Web Lead Update to remove the Contact Owner

Before this release, if an Incoming Web Lead was set to “Update Existing Contacts” and the “Contact Owner” field was set to “Allow update to erase field data”, any incoming web lead with an empty value for the Contact Owner was incorrectly not removing the Contact Owner on the lead.

This enhancement fixes this issue so that incoming web leads with an empty value for the Contact Owner will result in the Contact Owner being removed from the Contact record.


Contact Management Page Improvements

Enhancements to the Contact Management page have been made to improve the overall understanding and usability of the page. Improvements have been made to the naming of certain functions making it more obvious as to what each does, and hover-over text has been added to further help explain the function. Most importantly, we’ve added pop-up warnings to various tasks, ensuring users are fully aware of what is about to happen before clicking ‘Confirm’ to start the task or change.

contact management warning


Upload/Attachment Size Increase (from 12 MB to 40 MB)

The Upload/Attachment size has been increased from 12 MB to 40 MB in the following places:

  • Import files
  • Document library
  • Attaching documents to Contacts directly
  • Email attachments
  • Email template attachments

(Note: Many email services have size restrictions on attachments. This means that even though the email attachment file size has increased, if a large file is attached to an email, there is potential that the email may not be sent.)


Custom Fields and Custom Tables – Updated Data Type Labeling

The following improvements were made to the usability on the Admin side of the Custom Fields page and the Custom Tables page:

  • Changed the label of Data Type “Formatted Number” to “Number – decimals allowed”
  • Changed the label of Data Type “Number” to “Number – no decimals”
  • If the Data Type selected is “Date or Date/Time”, the screen will now display the Project Default Date Format (i.e. mm/dd/yyyy).

Bugs/Issues Fixed

  • Owned contacts were sometimes not showing on the MyContacts page on the Caller side.
  • In custom tables, an error could occur if a formula field was adding numbers from more than three fields.
  • The de-duping function sometimes swapped custom dates when the “View Duplicates” button was clicked.
  • When copying a project that contained saved mappings for the Contact Import of type ‘add/update’, sometimes it did not copy all the import contact saved mappings correctly.
  • Result codes were sometimes not showing in the correct categories on the admin-side main Result Code page.
  • When an update came in from an incoming web lead, an existing Contact Owner was sometimes removed even when the value passed was not a valid value for replacing the contact owner.

February 2019


Vidyard GoVideo integration

We’re excited to unveil our integration with Vidyard GoVideo—the personal video messaging tool designed for sales professionals.

Vidyard helps organizations drive more revenue through the use of online video. With our new Vidyard GoVideo integration, we’re making it easy for sales teams to start using video to generate more pipeline, qualify more opportunities, and close more deals – right from within VanillaSoft. Just click the video icon on the email page, record a personalized video to that contact, and it’s immediately attached to the email ready to be sent. And best of all, it’s completely free!

VanillaSoft - Vidyard integration

Learn more about sending a personalized video from VanillaSoft


Ability to restrict Admins when running a Contact Management query from updating contacts or flagging/unflagging contacts

Account Admins can now separately control whether their Admins have the ability to update contacts and flag/unflag contacts when they are running a Contact Management query. This control is available on the Admin Permissions page of each Admin, as shown in the image below:

restrict admins


‘Assign Team Result Codes’ page redesign

The Result Code Assignment page has been entirely redone, making it much easier and faster to assign Result Codes by Team or Lead Status.


‘Does Not Contain’ has been added as a Contact Management Query

Account Admins can now separately control whether their Admins have the ability to update contacts and flag/unflag contacts when they are running a Contact Management query. This control is available on the Admin Permissions page of each Admin, as shown in the image below:
query builder


December 2018


Lead Status-based Result Codes

Before this release, result codes could only be assigned to Teams. This enhancement adds the option for Admins to assign result codes to Lead Statuses. Once result codes are assigned to lead statuses on the Admin side, when a contact with a lead status routes to an agent, the agent will only see result codes that have been assigned to that lead status.

Admins can setup Lead Status based result codes on the ‘Result Code Assignment’ page as shown in the image:

lead status-based result codes


Talk Time (for VanillaSoft VoIP/CMV users)

For users of VanillaSoft VoIP (CMV), we’ve added a new reportable field called Talk Time, which tracks the length of time between when the call is answered until the call has ended. (We call this Talk Time to avoid confusion with Call Duration, which is the length of time between when a Contact is routed until it is resulted.)

Talk Time is available in the following places in VanillaSoft:

  • Reporting
  • Contact Management
  • Contact Management Export Results
  • Custom Dashboards
  • Call History on both the Caller side and Admin side
  • Corporate Call History tab
  • Export Contacts page
  • Intellective Routing
  • Audio Review page

Example of Talk Time shown in Call History on the Caller side

talk time vanillasoft


Contact Team, Owner and Scheduled Call User are now tracked with each call history

VanillaSoft now tracks the team, the owner, and the scheduled call user (that the appointment was set for) as part of the call history in the field names in the reports/queries shown below:

Contact Management
  • Last Contact Team
  • Last Contact Owner User Name
  • Last Contact Owner User Full Name
  • Last Contact Owner User Alias
  • Last Scheduled Call User Name
  • Last Scheduled Call User Full Name
  • Last Scheduled Call User Alias

Last Call Report

  • LastOfContactTeam
  • LastOfContactOwnerUserName
  • LastOfContactOwnerNameLastFirst
  • LastOfContactOwnerAlias
  • LastOfScheduledCallUserName
  • LastOfScheduledCallNameLastFirst
  • LastOfScheduledCallAlias

All Call Report

  • CallHistoryContactTeam
  • CallHistoryContactOwnerUserName
  • CallHistoryContactOwnerNameLastFirst
  • CallHistoryContactOwnerAlias
  • CallHistoryScheduledCallUserName
  • CallHistoryScheduledCallNameLastFirst
  • CallHistoryScheduledCallAlias
Export Contacts

Export all contacts and last call information

  • Last Call Team
  • Last Contact Owner User Name
  • Last Scheduled Call User Name

Export complete call history for all contacts

  • ContactTeam
  • ContactOwner
  • ScheduledCallUser

September 2018


Outlook Calendar Synchronization

VanillaSoft users or external agents can sync their Google Calendar with the VanillaSoft calendar, and now this synchronization also works with an Outlook calendar – provided that Outlook is hosted in the cloud, either with an calendar or an Outlook 365 calendar that is hosted on Microsoft Exchange. (Note that VanillaSoft cannot guarantee that Exchange hybrid deployments will work with this integration.)

Once synchronized, the Outlook calendar events of a VanillaSoft user or external agent will be visible to VanillaSoft users/appointment setters in VanillaSoft, helping to ensure that appointments booked in VanillaSoft do not conflict with other scheduled events. In addition, appointments booked in VanillaSoft will also appear in the Outlook calendar of the agent the appointment is booked for.

Learn more about Calendar Synchronization


The ability to group Result Codes into categories

For a Project with many result codes, it can sometimes be difficult for a Caller to quickly find the right one. This enhancement gives the Admin the ability to create Result Code categories, making it easier for the Caller to search out and find the right result code.

result category


Improvements to the Result Codes page on the Admin-side

In addition to being able to group Result Codes into categories, we’ve also refreshed the Result Codes page on the Admin side, making it easier to create and manage result codes. In particular, you can now change the sort order of a result code (or a result code category) by dragging and dropping it to a new location.


Improvements to the Manage Users page

It’s now much easier to manage a large number of users on the Manager Users page on the Admin side:

  1. You can now sort the order of any column by clicking the column header, making it much easier to group users by projects or teams.
  2. We’ve removed the auto-save feature that used to trigger each time a new project was selected for a user. This means that an Admin will now be able to make multiple changes, and then can save these changes all at once.

A color can now be fixed to a user or external agent appearing on the calendar

By default, VanillaSoft automatically selects a color to represent each user and external agent appearing on the appointment calendar. However, this color is not fixed and can change as new users and external agents are added or removed.

A ‘User Calendar Color’ dropdown has been added on the Admin side to the Edit User page of each user, and to the Manage External Agents page for external agents, allowing Admins to be able to assign a fixed color to a user or external agent that will never change. By default, the dropdown is set to ‘Automatic’. To assign a fixed color that will not change, change the default setting from ‘Automatic’ to ‘Custom’ and then select a color.

Vanillasoft calendar


Hide closed contacts in the Corporate Contacts view

A “Hide Closed Contacts” checkbox has been added to the Corporate Contacts section on the Caller-side. For a contact that has many associated corporate contacts, checking this box hides those that are closed, so the Caller only sees the contacts being actively engaged.

Learn more about Corporate Contacts


‘Salesforce ID’ has been added as a contact variable

If you are using VanillaSoft with Salesforce, we have added the Salesforce ID as a contact variable to the following pages:

  • Call Scripts
  • Email Templates
  • SMS Templates
  • Mail Merge

The attachments page has been updated with an audio player

We’ve updated the attachments page on the Caller-side with an audio player. When an mp3, wav, wma or m4p file has been attached to a Contact, a Caller can now listen to the audio file directly within VanillaSoft.

audio attachments


Redesigned CMV HUD

We’ve updated the overall look and feel of the VanillaSoft VoIP/CMV Hud.



June 2018


Google Cloud

VanillaSoft moved its servers to the Google Cloud. This move will allow us to provide you with much better application support, especially as it relates to disaster recovery, uptime, and overall service levels.


Prevent a duplicate contact from being added manually

A checkbox has been added on the Admin side of VanillaSoft to the ‘Customize Add/Edit Contact’ page, allowing Admins to turn on a feature that automatically checks for duplicate contacts (based on the phone number) when a Caller manually adds a new contact, or edits an existing contact. When enabled, if any of the phone numbers on the newly entered contact match any of the phone numbers on an existing contact in the same project, the Caller is prompted to select one of the following:

  1. View the duplicate contact
  2. ‘Cancel’ the adding or editing of a contact
  3. ‘Continue’ to add or edit a duplicate contact.

duplicate contacts


Force a delay before a lead can be resulted

Want to delay the resulting of each Contact to ensure your callers are working each lead appropriately?

A checkbox has been added on the Admin side of VanillaSoft to the bottom of the Results Code page stating, “Prevent the Caller from resulting newly routed Contacts for ▢ seconds”. If enabled on a Project, Callers are not able to result a Contact until the specified time has expired for the following scenarios:

  1. When a new Contact routes after the resulting of a previous Contact
  2. When a Caller first logs into VanillaSoft and the first contact is routed
  3. When a contact comes up from a search.

If the Caller attempts to result a contact within the specified time, a message appears stating the amount of time left before the contact can be resulted.

routing delay


Incoming Web Leads enhancements

We have added three new items to the Options section of the Incoming Web Lead page:

  1. Add the ability for the Admin to delay when a new inbound web lead routes
  2. Prevent an incoming web lead from creating a duplicate contact
  3. Update Only (ie. do not add a new contact)

Learn More about Incoming Web Leads


Restrict a Caller from communicating via SMS to manually added contacts

A checkbox has been added on the Admin side to the bottom of the Phone Fields page stating, “Contacts manually added by callers are automatically opted-out of SMS”. When checked, contacts manually added by your Callers are automatically opted-out of receiving SMS messages.

Learn more about SMS messaging in VanillaSoft


Calendar Improvements

  1. The option selected in the ‘View Calendar for’ dropdown on the Calendar page will ‘stick’, meaning the next time the Caller goes to the Calendar, that previously selected project continues to be selected.
  2. A ‘Current Project’ option has been added to the ‘View Calendar for’ dropdown. When selected, the calendar view will always be the project that the caller is currently working on.

April 2018


Option to restrict the My Stats page

Admins can now restrict the access of Callers to the My Stats page. To do this, go to the Active Users page and remove the access for a Caller under the ‘My Stats Page” column.


‘Integrations’ section added to the Admin Permissions page of each Admin-Combo user

A new ‘Integrations’ section has been added to the Admin Permissions tab on the Edit User page of each Admin-Combo, giving the Account Admin the ability to control access to each integration feature.


The ability to inactivate individual phone numbers via a mass update.

Admins can now inactivate a certain phone number type for a large number of contacts via a mass update in Contact Management. For example, if you have multiple contacts that you no longer want to be reached by the cell phone number, you can inactivate the cell phone number field without permanently removing it. To allow for this, Contact Management now shows a status field for each phone field type.

Learn more about Contact Management


Audio Review page enhancements

  1. A ‘Team’ field has been added as a selection in the Audio Review search criteria to both the Caller and Admin side when there is at least one team on the Project.
  2. The following columns have been added to the Audio Review results table: Contact Name; Company; Contact’s Team (if the project has at least one team set up)

Variables in Fixed Web Tabs

This enhancement allows for Contact Variables to be used so that a fixed web page shown in a panel can change based on the contact being viewed.


‘Country Code’ has been added to Reporting

You are now able to include country code when defining a report.


New fields added to Web Leads and Zapier

  • Scheduled Call Date
  • Scheduled Call Time
  • Scheduled Call User
  • Scheduled Date & Time
  • Latitude
  • Longitude

January 2018


Restrict specified email templates to certain teams

Now an Admin can restrict email templates to certain teams, in addition to previously being able to restrict custom tabs, result codes and call scripts.


Word DocX support on MailMerge Contacts in Contact Management

Now both PDF and Word DocX documents can be used as a template for Mail Merge contacts in the Contact Management page.


VanillaSoft’s voice drop now works on Mac computers

Learn more about VanillaSoft’s Voice Drop feature


Send emails from a specific Project using your own outgoing email server (SMTP)

You can now send emails from VanillaSoft using your own outgoing email server (SMTP) on a per project basis, allowing you to adopt project specific personas and trigger project specific email campaigns.