• Issue: When invoiceable visits were reopened and re-closed multiple times—and those visits triggered automatic merging of invoices—the invoice total could become inaccurate due to duplicate line items appearing.
• Resolution: We’ve fixed the underlying issue so that automatically merged invoices now retain accurate line item tracking when visits are reopened and re-closed, ensuring invoices and their totals correctly reflect the visit charges.

• Issue: Stop Actions in Sequence Automation were being immediately cancelled as soon as the Stop Trigger was met, instead of running the Stop Actions at the appropriate time after the Stop Trigger was met.
• Resolution: We fixed the behavior so that Stop Actions now correctly wait their intended time and run after a Stop Trigger is met, restoring the intended automation behavior.

• Issue: The Sales Tax Report was calculating totals incorrectly because it included both the purchase of Customer Credit and the use of Customer Credit, when it should have only counted payments made using Customer Credit.
• Resolution: The Sales Tax Report now correctly excludes Customer Credit purchases and only includes actual payments made using Customer Credit, so totals are accurate again.

• Issue: After loading a page in Copilot, the "Opened Text Conversations" icon in the top right would not immediately show how many conversations were open. The user would have to wait for over a minute until the icon would display.
• Resolution: We’ve fixed the delay so that the number of open conversations now appears right after the page finishes loading.
• Note: We are currently investigating and working on a fix for an issue with the "Opened Text Conversations" icon where it displays an incorrect number of open conversations. Although load times are now quicker, please note that the indicated number of open texts may still be inaccurate.

Over the last few months, we’ve been gathering feedback from our members and documenting the small but frustrating issues that add up over time. Last week, we hosted our first-ever Papercuts Day—a dedicated effort where our engineering team swarmed on as many of these quality-of-life issues as they could in a single day.

This isn’t about launching major new features. It’s about making Copilot smoother, faster, and easier to use by removing friction in the everyday workflows that matter most. And this is just the beginning—we plan to keep these improvements coming.

Here’s what we fixed:

• Duplicate Email Templates with One Click: You can now quickly duplicate existing email templates to create similar ones, saving time and making it easier to standardize customer communication.
• Consistent Naming: “Customer” instead of "Client": We’ve standardized language across the platform by replacing all mentions of “Client” with “Customer,” removing any confusion for teams and improving communication clarity.
• Faster Dispatching with No Page Reloads: Assigning crews or employees to events on the Dispatch Board no longer causes the page to reload—making scheduling faster and smoother.
• Alternating Row Colors in Lists: Tables now use white and light grey row alternation with a hover effect, making it easier to scan and read customer, job, and invoice lists quickly.
• Red Warning Colors for Destructive Actions: We’ve added clear red coloring to dangerous actions like deleting invoices, cards, events, and automations. This helps prevent accidental data loss by making destructive buttons more obvious.
• Warnings When Email Is Missing During Bulk Sends: When sending estimates or invoices in bulk, you'll now get a warning if a customer has no email address on file. The message clearly lists which ones failed and includes links to customer and estimate pages—helping you take action immediately.
• Email Validation in Estimate Send Flow: When sending an estimate from its detail page, you’ll now be notified immediately if the email address is missing—ensuring important communications aren’t accidentally skipped.
• Cleaner Tags Page UI: The “Forms” column has been removed from the Tags page since tags are not used in forms. This change simplifies the interface and reduces clutter.
• Removed Fax Field from Customer Details: The outdated fax field has been removed from the customer profile page, helping streamline your view and reduce noise in the CRM.
• Removed SMS Text Formatting Editor: The formatting (WYSIWYG) editor has been removed from SMS messages to make writing texts simpler and less error-prone, especially from mobile devices.
• Most Recent Job Visits Appear First: On the Job History tab, the most recent visits now appear at the top. This makes it easier to respond to customer questions about their latest service—no more digging through old visits.
• Tooltip Added for Property-Based Tax Rate Setting: We've added a tooltip to explain that using the property location for tax rate lookup is only supported for U.S. addresses. This helps avoid confusion for businesses operating internationally.
• Simplified Subscription Switching Flow: Instead of redirecting to an “add-on features” page, switching plans now takes you directly to the Store page—making it easier and faster to manage your subscription without unnecessary steps.
• Improved Automation History Visibility in Dark Mode: The automation sequence history is now clearly visible when using dark mode, so you can confidently review automation logs without straining your eyes.
• Recurring Visits Now Show Both Crews and Employees: The “Crew/Employees” column in recurring visit lists now displays both crews and individual employees, restoring full visibility into who is assigned.
• Password Resets No Longer Lock Users Out: Requesting a password reset no longer disables the user’s account, so access is maintained throughout the reset process.
• Phone Numbers Now Accept Special Characters: The business phone number field now supports special characters, making input more flexible and less error-prone.
• Fixed Overlapping Buttons on the Automations Page: Buttons that previously overlapped with menu items while scrolling have been repositioned to keep the interface clear and easy to use.
• Payment Notes Section Is Now Fully Resizable: The resize handle for the notes section is now always visible, even when collapsed, so users can easily adjust the input area as needed.

Got a papercut we missed?

We’re just getting started. If there’s a small issue slowing you down, let us know! Reach out through the in-app support chat or email us at support@copilotcrm.com—we’re listening, and we want to help.

• Issue: The Sales Tax Report was showing incorrect totals because Level Billing invoices were not being handled correctly.
• Resolution: Fixed the discrepancy by ensuring the report handles Level Billing invoices correctly, so sales tax totals are accurately calculated.
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• Issue: For some users, when creating a To-Do without selecting a customer, the page would get stuck loading and never finish—even though choosing a customer is not a required step.
• Resolution: Fixed the issue so that saving a To-Do without selecting a customer does not lead to an infinite loading wheel, but instead works as expected once again.
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• Issue: Users saw their text messages get stuck showing “Sending...” even though the message was actually sent successfully.
• Resolution: Fixed the display issue by adding automatic checks to confirm when a message is sent, so the status now updates correctly on screen once sending is complete.

Bug Fixes

• Issue:
  When completing a visit associated with a Level Billing agreement, services that were not part of a customer's Level Billing agreement were not generating a separate invoice as expected, which could result in missed revenue from completed work.
• Resolution:
  Fixed the issue so that any service outside a Level Billing agreement once again correctly creates a separate invoice or is added to an existing one (based on your selected settings) ensuring all completed services are properly invoiced.
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• Issue:
  Some users were seeing a "No Internet Connection" error when trying to open the Active Time Clocks page in the Copilot app, even though their internet connection was working normally.
• Resolution:
  Fixed a behind-the-scenes performance issue that was causing the page to time out and show an error. With the performance issue resolved, this page is once again easily accessible when connected to the internet.
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• Issue:
  Users were unable to search the Wiki using special characters (such as #, %, @), which caused relevant results to be missing or not displayed at all.
• Resolution:
  The Wiki search now correctly recognizes and processes special characters, so intended search results appear as expected.
  ​
• Issue:
  Date-based Custom Fields were not displaying the selected date correctly when users tried to edit the field value.
• Resolution:
  Found that the issue was tied to a specific Date format preference in Settings. Fixed the issue for the specific Date format so that date-based Custom Fields now correctly show the selected date, restoring expected functionality.

What’s New

Customers can now accept an estimate they previously declined—directly from the original estimate link, with no action required from you.

Why It Matters

You told us this happens: a customer says no, shops around, then comes back ready to move forward.

Before, that meant a call, a new estimate, or a manual workaround. Now, it's instant.

What’s Improved

• Customers can revisit a declined estimate and accept it on their own.
• No need to resend or recreate the estimate.
• You win more jobs with less follow-up.

How It Works

• The original estimate link remains active, even after a decline.
• If a customer changes their mind, they simply click the link and accept.
• You’ll get notified just like any other estimate acceptance.
• Don’t want them to accept it? Just mark the estimate as “archived”—they’ll be prompted to contact you instead.

To stay compliant with new regulations, credit card fees can only be passed if ACH is also offered as a no-fee option.

ACH is available on Copilot Enterprise memberships.

👉 If you're not on Enterprise, you'll need to upgrade to continue passing along credit card fees.

🎥 Missed the explainer from last week?

Watch the video from our CEO, Mike Andes

Bug Fixes

• Issue: The Sales Tax Report showed different totals for "Billed" and "Collected" amounts, even when the payments and invoices matched exactly.
• Resolution: A rounding logic issue was causing the difference—this update ensures rounding is now handled consistently and accurately across the Sales Tax Report.

• Issue: When using the Global Search Bar to search for customers with special characters in their names, the system would get stuck loading and never display results.
• Resolution: The Global Search Bar now correctly handles names with special characters, so searches complete as expected.

• Issue: The "Service scheduled / Never scheduled" filter on the customer page was not working correctly, causing it to return a mix of both scheduled customers and those who had never been scheduled.
• Resolution: The filtering logic has been fixed so that customers are now correctly displayed based on if they have had an event scheduled or not.

• Issue: An error would occur when attempting to to make payments via PayPal from the customer portal.
• Resolution: Identified and corrected an issue on the Copilot side of the PayPal integration. With the issue resolved, users can once again successfully pay invoices in the customer portal via PayPal.

Bug Fix

Issue: When users toggling the "Maps and Routes" setting in Preferences, the Start and End location fields would incorrectly display "Not Set," even if valid addresses had already been entered.

Resolution: This issue has been resolved, and the Start and End location fields will now consistently display the correct addresses regardless of toggling the setting, restoring expected functionality.

Bug Fixes

Issue: Users were unable to delete certain level billing contracts if an associated invoice had previously been deleted.

Resolution: This issue has been fixed so users can once again successfully delete level billing contracts even if related invoices were deleted.

Issue: When users applied the Customer Tags filter on the Finances > Estimate page, the page would get stuck showing a loading wheel and never display any results.

Resolution: Fixed this issue so the Customer Tags filter on the Finances > Estimate page now works as expected without getting stuck.

Issue: Sorting options for the Customer list were not working correctly on the Copilot CRM mobile app, causing customers to appear out of order.

Resolution: This issue has been fixed, and the Customer list now sorts correctly as expected for each sorting option. These fixes were also applied to the Invoices and the Estimates pages for the Copilot CRM mobile app.

Enhancements

Enhancement: Preview Customer Portals Without Their Login Credentials

Summary:

You can now preview a customer’s portal — including estimates, invoices, and other pages — without needing their login. Previously, if a customer had login enabled, trying to view their portal from the CRM would prompt a login screen. Now, as long as you’re logged into the CRM, you can see the portal exactly as the customer would, no longer needing your customer’s login information.

We launched, you responded — here's what's new.

These changes enhance estimate presentation, improve line item clarity, and restore features you've been requesting.
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📝 Personalized Estimate Experience

• Redesigned estimate header: We've made the total less prominent so customers can focus on your offerings before seeing the price.
• Customer name highlight: Estimates now emphasize the customer's name, creating a more personal, custom-tailored feel.
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🚀 Line Item Improvements

• Mobile-friendly titles: Line item names now show more text before cutting off.
• Clearer Recommended Tag: New color makes suggested items stand out.
• Formatted descriptions: Bullets, spacing, and numbers now display as written.
• Cleaner tax display: Tax is shown only below the total, not per item.
• Simpler property headers: When grouped by property, only the address shows—no more redundant names—keeping things cleaner for customers.
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✅ Restored Features

• PDF attachments now visible in the Customer Portal
• Custom Fields support has returned to estimates
• Support for all currencies in Customer Portal
  
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Your feedback directly shapes what we build — thank you for helping us make Copilot better!