New
An inbox your team can work
Conversations now carry a status, an assignee, a priority, tags and internal notes, and the Inbox has views for what needs a person — the groundwork for your team taking over from the agent.
What shipped
- Statuses: open, needs a person, with a person, resolved. A visitor writing into a resolved conversation reopens it.
- Inbox views — All, Mine, Unassigned, Needs a person, Resolved — with counts, a tag filter, and status, assignee and priority on every row.
- Take a conversation, hand it to a colleague, set its priority, tag it and leave internal notes the visitor never sees; every change is in the conversation's history.
- Tags are managed under Settings → Tags, with usage counts.
- A new agent role for support staff: inbox only, no access to agent building, billing or settings. Seats count against your plan.
- In the API and MCP too: /v1/sessions filters and workflow, notes, conversation tags and members, plus nine new platform MCP tools.
- Coming next: replying from the inbox, and the agent staying quiet while a person handles the conversation.
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.