New
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.
What shipped
- An email when a visitor asks for a person, when a conversation is assigned to you, and when the visitor writes again while waiting — at most one every 10 minutes per conversation.
- Owners, admins and support agents hear about every hand-over by default; people who build agents only about their own. Everyone sets their own under Inbox → Alerts.
- A badge on the Inbox counts the conversations waiting for a person and yours where the visitor wrote last.
- Optional desktop notifications, turned on per browser.
- Four new webhooks for your own tools: conversation.handoff_requested, conversation.assigned, conversation.team_replied and conversation.resolved.
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.
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.