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
A Feedback page, with an AI report
Every 👍/👎 across your agents now has a page of its own. See how satisfied visitors are, go through each vote, and let an AI report tell you what to fix first.
Skills get their own page
Skills, the know-how an agent loads when a task calls for it, now sit on their own page next to Knowledge and Tools, and the agent editor has one tab for each.
Archive contacts
Tidy up Contacts by archiving the people you no longer need to see, one at a time or many at once, and bring them back whenever you like.