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
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.