New
Reply to visitors from the inbox
Your team can now answer a conversation from the Inbox. The reply reaches the visitor wherever they are talking — the chat page, the widget, WhatsApp or Telegram — signed with the team member's first name.
What shipped
- A reply box under every conversation, with emoji, Enter to send and a note of which channel the answer goes out on.
- Visitors see the team member's first name and photo next to the message, marked as someone from your team — never their email address.
- An open chat page or widget shows the reply within seconds, without a reload.
- On WhatsApp, Meta only allows free-form replies within 24 hours of the customer's last message; after that the reply box tells you instead of failing silently.
- Whoever replies first becomes the conversation's owner if nobody had it yet.
- Also in the API and MCP: POST /v1/sessions/{id}/reply and the reply_to_conversation platform tool.
More updates
Saved replies, team presence and automatic assignment
The last pieces for running live support from SuperCognit: canned answers on a slash, an Available / Away switch, new hand-overs assigned to whoever is online, and an Inbox that updates itself.
Know when a visitor is waiting
When a conversation needs a person, the right people hear about it: by email, with a badge on the Inbox and, if they want, a desktop notification.
Hand the conversation to a person
Turn on human support for an agent and it hands the conversation to your team when a visitor asks for a person or when it cannot help. While someone from the team is on it, the agent stays quiet.