The Future of Support Is Here: August 2025 Extendly Town Hall Recap

At Extendly, innovation isn’t a buzzword, it’s a promise. In our August Town Hall, we unveiled some major product updates, celebrated a few big milestones, and launched new tools that help businesses and agencies simplify, scale, and offer support like never before.

Whether you're building smarter systems, onboarding more clients, or just tired of solving support issues on your own, Extendly’s got your back!

Here’s a quick look at what’s new, and what’s next…

Watch The Full Video:

✅ 00:08:02 — AI Onboarding Pilot: Let Us Do the Heavy Lifting

We’ve officially launched a free AI onboarding pilot for agencies using the AI Employee tools (Voice AI, Conversation AI, and Reviews AI). If you’re landing at least one new client per week and you're on an active support plan, you're eligible.

This program goes beyond tech setup. We’re delivering launch-ready AI assistants, fully trained and activated, so your clients can hit the ground running.

🔹 No cost. No catch. Just better onboarding.

💰 00:12:51 — We’ve Paid Out Over $1,000,000 in Affiliate Commissions

You read that right! We have officially crossed the $1M mark in total affiliate payouts!

Extendly offers an affiliate program that gives you the opportunity to earn lifetime recurring commissions for every client you refer to us that joins one of our support plans. Whether you’re an agency owner, business owner, coach, consultant, or just someone with a network, this is a simple way to bring in consistent monthly income, without lifting a finger after the referral.

The next million? It’s coming faster than the first.

👉 Start sharing. Start earning. Become an Affiliate → https://extendly.com/affiliate

⚙️ 00:17:28 — Extendly OS: Smarter, Smoother, Stronger

We pushed massive updates to Extendly OS that makes your agency’s backend cleaner, more responsive, and far more customizable.

🔧 Highlights:

• 🧭 New sidebar layout and agency switcher
  

• 📊 AI message usage meter
  

• 🟡 Improved alert system for HighLevel disconnects
  

• 📉 New fallback options for AI or chat outages
  

• 🗂️ Archive outdated templates
  

• 📊 Beta dashboards for Support AI & human rollover metrics

And this is just the beginning. Stay tuned for more updates we will be bringing to our support clients!

🎨 00:33:48 — New Widget Builder: A Better Way to Build Support

The newly redesigned Widget Builder, now in beta, takes agency branding and support customization to the next level. Whether you're embedding it in a funnel or to your client’s website, the experience is smooth, flexible, and fully modern.

✨ What’s New:

• Light & Dark Mode themes for full brand alignment
  

• Custom Colors, Gradients & Button Styling
  

• Drag-and-Drop Homepage Tools, including:

  • Send a Message (with default prompts)
    

  • Pinned Articles from your knowledge base
    

  • Embedded Videos (YouTube, Vimeo, Loom, Wistia)
    

  • Custom Links for external resources
    

• Smart Navigation Tabs ("Spaces")
  

• Position Controls to avoid layout interference
  

• Improved Fallback Logic when AI or chat is down
  

• Responsive Styling that adapts to every user interaction
  

💡 Pro Tip: Use pinned videos or articles to guide clients before they ever reach out to you and your team, saving your team time while improving customer success.

This builder is currently in beta and available for early access by request.

📈 01:01:54 — Support Metrics You Can Be Proud Of

In the last 30 days alone, Extendly’s support and onboarding teams delivered results worth bragging about:

• 📚 43 new knowledge base articles
  

• 🔄 136 article updates
  

• 💬 94% CSAT for live chat
  

• ⚡️ 58-second average first response time
  

• ✅ 99.5% ticket resolution within SLA
  

• 🧑‍🏫 98.9% CSAT for white-label onboarding clients
  

Cross-trained teams, smoother handoffs, and better results, this is what premium support looks like.

🧠 Your Feedback Drives What We Build

From layout flexibility to smarter dashboard metrics and video playlist requests, your input shapes our product roadmap. Every upvote, use case, and feature idea helps Extendly grow stronger.

✅ Use the Ideas Portal to submit and vote
📣 Make some noise! Your voice matters!

Final Thoughts

Support isn’t just a feature, it’s the foundation of everything we do.

Whether you’re onboarding new clients, scaling your AI usage, or trying to reduce churn, Extendly is building the tools to make it easier, faster, and more automated, without you having to compromise service.

Let us help you stay ahead of the curve. Check out -> https://extendly.com/extendly-os

👇 Let us know your thoughts in the comments and don’t forget to like and subscribe for more updates.