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
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.