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.
One platform MCP connection per workspace
Each workspace now has its own platform MCP URL, so you can keep several workspaces connected in Claude, Cursor or any MCP client at the same time instead of disconnecting and reconnecting.
Invite links, resend and a clearer Team tab
Every workspace invitation is now a link you can share on WhatsApp or Slack, and the Team tab shows when each invite was sent, lets you resend it, and keeps revoked invites with their date.
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.