New
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.
What shipped
- Saved replies under Settings → Saved replies. Type / in the reply box to pick one; {{name}} becomes the visitor's first name and {{agent}} yours.
- An Available / Away switch in the Inbox, and a dot next to every teammate who is online.
- New hand-overs go to the least busy teammate who is online, and only that person is alerted. Turn it off per agent to let the team pick.
- The Inbox list refreshes itself, so new and waiting conversations appear without a reload.
- A visitor on the web who asks for a person is asked for an email. If they have left by the time you reply, the answer is also emailed to them with a link back to the chat.
- With human support on, the widget header shows whether your team is online or the AI is answering on its own.
- Also in the API and MCP: /v1/saved-replies, presence on /v1/members, and saved-reply platform tools.
More updates
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.
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.