Dealer Admins can now manage commonly used team and VoiceHub settings from a centralized Company Defaults section in the Admin page. Company Defaults give Dealer Admins a faster way to standardize settings across teams. Instead of updating each team one at a time, admins can define shared defaults and decide whether those settings apply to new teams only or to all teams.

Go to Admin → Team Defaults, adjust your settings, then choose whether to:

A confirmation setup will appear before changes are saved so admins can review the scope of impact before applying updates.

Company Defaults help reduce repeated administrative work and keep common settings consistent across the dealership organization.

Dealers can still review and adjust team-specific settings when certain locations, advisor groups, or workflows need a different setup.

Admins can now create reusable ring schedule templates and apply them to selected ExpertConnect teams from the Admin page. Ring Schedule Templates make it easier to plan and reuse temporary or shared call routing schedules across multiple teams, such as holidays, closures, shutdowns, or other special coverage needs.

The initial release introduces core functionality, with additional enhancements planned for future updates.

Go to Admin → Ring Schedule Templates, build the schedule, select advisors from your organization’s advisor list, choose a greeting or voicemail, then search for and select individual teams or apply to all teams.

When a template is applied, advisors are only added to teams they already belong to.

For example, if a template includes two advisors and is applied to multiple teams:

Ring Schedule Templates reduce repeated setup by letting admins create a schedule once and apply it across multiple teams.

Each team receives its own copy, so local updates can be made without changing the original template or affecting other teams.

ExpertConnect's partnership with Meta (WhatsApp) has evolved significantly. ExpertConnect is now a verified participant in the WhatsApp Tech Provider Program, recognized by Meta for the WhatsApp capabilities and support provided to John Deere dealers through ExpertConnect.

Previously, WhatsApp activations and onboarding were handled primarily through our communications supplier. With Meta's updated requirements, ExpertConnect now plays a direct role in helping dealers onboard and activate WhatsApp.

Since the launch of this new integration, these capabilities have been available for new dealers and new WhatsApp activations. As our integration with Meta and WhatsApp continues to mature, we will begin rolling out these enhancements to existing WhatsApp-enabled dealers so that all ExpertConnect customers can benefit from the same improved experience.

Starting July 20, 2026, U.S. dealers currently using ExpertConnect Mobile Payments will begin transitioning to John Deere Financial Payment Solution (JDFPS). Canadian dealer migrations will begin in September 2026. New dealers can begin onboarding to JDFPS starting in October 2026. All dealers currently using Mobile Payments are expected to complete their transition by the end of the fiscal year.

JDFPS provides a more scalable and integrated payments platform for ExpertConnect while laying the foundation for future payment enhancements. This migration is required for all U.S. and Canadian dealers currently using ExpertConnect Mobile Payments. Once existing dealers have completed the transition, new dealer payment onboarding will be available exclusively through JDFPS.

We've introduced a couple of small but impactful user interface improvements to make key actions more visible and reduce the risk of accidental changes.

The Dealership Support View displays all advisor tickets created by your dealership with Deere Internal Teams that use ExpertConnect as their ticketing support system. This gives dealers’ leadership a single, centralized view of ongoing and new support interactions with Deere.

Key Details

This view is not team‑specific. Tickets are shown across the entire dealership, regardless of which advisor originally created the ticket.

Only users with the Manager or Admin role in ExpertConnect will see the Dealership Support View.

This feature is not retroactive. Only tickets created after the feature flag is enabled will appear in this view.

The Dealership Support View helps dealership leaders:

Several refinements across ExpertConnect improve clarity, consistency, and efficiency.

Ticket reassignment now includes improved control over Communication Teams, ensuring calls and missed calls route to the correct team and phone number.

Advisors now have the options to choose the communication team of the ticket.

Confirmation prompts appear when teams have their own phone numbers, helping prevent accidental changes.

A new option to clear the communication team makes it easier to correct routing issues when needed.

These improvements reduce issues where:

This leads to more accurate call routing, clearer team ownership, and less confusion for advisors and customers.

We’re sharing these release notes early so you can review what’s coming this week This will be available May 6th, 2026

Saved Audio Device Preferences remembers your selected headset, microphone, speaker, and ring device even when Bluetooth or wireless devices disconnect and reconnect.

While this capability has already been released, this is the first time it’s being formally communicated as part of our feature updates.

Previously, users often had to reselect audio devices after:

With Saved Audio Device Preferences:

In Device Settings (Speaker, Microphone, Ring Device), users will see:

“Prefer this audio device when available”

When selected, ExpertConnect prioritizes that device for future calls.

If a preferred device cannot be found:

This enhancement improves reliability for users who:

Less troubleshooting, fewer missed calls, and smoother customer conversations.

*

: This feature is not available for Region 2 dealerships due to regional legal and regulatory requirements.

Pause Call Recording is now fully managed by the dealership, giving admins and managers direct control over when this feature is available to teams.

Pause Call Recording is not a new capability in ExpertConnect. Previously, it was enabled only when:

With this release, Pause Call Recording moves from a system‑controlled capability to a dealer‑managed setting, eliminating the need to work with support to turn it on or off.

Dealers can now manage Pause Call Recording through two levels of control:

Company (Admin) Level

Team Level

Pause Call Recording is available to teams only when:

A legally approved disclosure message is automatically played when recording is active, supporting transparency and compliance.

This update gives dealerships flexibility to:

While ExpertConnect now provides full control over Pause Call Recording, dealerships are responsible for proper usage and training.

Dealers should clearly train employees on:

When recording must be paused, including situations involving but not limited to:

Pause Call Recording is designed to support compliance and customer trust, effective use depends on clear policies and consistent execution by dealership staff.

The ExpertConnect mobile app has been updated for iPhone and Android, delivering bug fixes and performance improvements as part of this release.

We’ve enhanced how ExpertConnect manages audio during internet based voice calls on iOS, bringing the app in line with Apple recommended practices and the smooth audio behavior users expect from leading calling apps.

These updates are all about delivering a more consistent, predictable calling experience when using wired headsets, wireless devices, Bluetooth accessories, or CarPlay. Whether audio devices are connected, disconnected, or switched midcall, ExpertConnect now responds with greater reliability, making inapp calls feel more seamless than ever.

To validate these improvements, the team tested the updated audio handling across a variety of commonly used devices, including:

These tests helped confirm that audio routing and device switching behave as expected during active calls.

While these updates significantly improve overall audio consistency, they are not intended to resolve every possible calling or audio issue across all devices and scenarios.

Right now, Time to First Response (TTFR) is calculated as a median response time across all tickets created by your default team over the past 14 days.

A “first response” is recorded any time an advisor takes one of the following actions on a ticket:

Today, this metric applies to every ticket, whether it was opened by a customer or created proactively by an advisor.

To provide a more accurate view of how quickly your team responds to customer-initiated requests, we are updating this calculation to include only reactive support tickets, in other words, tickets that were started by a customer.

With the new metric, only customer-started tickets will affect your TTFR.

The updated calculation will affect the following places:

This will not retroactively change any historical data, only data going forward. Insights will reflect the updated data starting March 12th for any data pulled from February 25th onward, anything prior to February 25th will continue to display the old data.

After several months of beta testing and iterative improvements, we’re excited to announce that Search Resolutions will be rolling out to all ExpertConnect dealers.

Search Resolution is designed to drastically reduce the time spent investigating complex machine issues by helping technicians and service teams find relevant answers faster, right from within the ticket experience.

What’s New? You should now see a new option labeled Search Resolution located just above the Resolution field in an ExpertConnect Ticket.

When selected, Search Resolution opens an assistant that helps locate relevant solutions based on your specific machine and question.

How it Works

While this feature is primarily geared towards Service Departments, this is just the beginning. We plan to expand Search Resolution’s capabilities to support additional use cases in the future.