Changelog

Improved

• Previous conversations — Clicking one of a customer's earlier conversations in the help desk details panel now opens it in a side sheet to read, with an Open conversation button to switch to it, so you keep your place in the one you are working on.
• Session details — The Session section, with the customer's current page, browser and timezone, now sits above the Conversation section in the details panel instead of at the bottom.

Fixed

• Help desk on smaller windows — The help desk's left rail now drops to icons by itself when the window is too narrow to fit it beside the list, the thread and the details panel, and reopens when there is room, instead of squeezing the thread.

Improved

• Help desk layout — The help desk has a new look that fills the screen, with a rail that collapses to icons, redesigned conversation rows, a simpler thread header and a details panel that docks beside the thread on wide screens.
• Closing a conversation — The composer's Close button now closes at once with your workspace's defaults, and the old options (tell the customer, ask for a review) are under Close with options… in the menu beside it and in the thread's … menu.
• Next conversation opens automatically — Closing or snoozing a conversation now opens the next one in the list instead of leaving an empty pane.
• Send button — The composer's button reads Close when the reply is empty and Send once you type, with Send and close and Send and snooze until tomorrow in its menu.
• Composer tools — GIFs, formatting, articles, translate, the scheduler, review invites, Sherlock, AI assist and export are now behind the composer's + button, and quick replies are called Macros.
• Conversation search — Pressing / on the help desk now opens conversation search, and ⌘K still opens the command search.
• Conversation tags — A conversation's tags are now edited in the details panel rather than the thread header.

New

• Workspace settings — Account, Users, Teams and Billing now live on one page, opened from Workspace settings in the profile menu, and old links and bookmarks take you there.
• Billing email — Billing now has an Invoices sent to address, so invoices can go to someone other than the account owner and stay there when the owner changes.
• Object model right-click menu — Right-clicking the object model canvas offers Add data source, Create Object and Create Query.
• Records added from an object's records table — An object's records table has an Add button that creates a record attached to nothing, ready to attach later from any record's side panel.

Improved

• Objects created and edited on the object model — Object types are now created and edited on the object model itself, Custom Fields → Objects opens it, and an object no longer has to be attached to a record type when it is created.
• Saved queries on the object model — The Queries menu lists every saved query and opens its results in a side panel, where Edit switches to the builder.
• Team access presets — A team's access is now chosen from three presets, and a team with a different mix of permissions shows as Custom and is left unchanged.
• The built-in Name field — An object's Fields tab now lists the built-in Name as a locked row, and a new field can no longer be called Name.

Security

• Billing is visible to admins only — Plan, card and invoice details can now be read only by people who can manage workspace settings, where any member could read them before.
• Workspace details update — Saving workspace details now accepts only the workspace name and web address, and ignores anything else sent with the request.

New

• Text messages in the help desk — Connect your own Twilio account in Apps and customers' texts arrive in the help desk as conversations you can reply to, with opt-outs such as STOP honoured automatically.
• More options on automation-created tickets — A Create ticket action can now set the ticket's status, severity, owner and watchers, and leaving one blank keeps the default as before.

Improved

• Linked fields in query automations — In an automation that runs once per matching record, {field.Name} for a field that links to another record now gives that record's name instead of its id, and {field.Name.id} gives the id.
• Query automations in plain English — The automations list, Rule Details and the rule editor now describe a query automation in words, such as which query it watches and what has to change.

Fixed

• Deal owner on automation-created deals — A Create deal action whose chosen owner has since left the workspace now creates the deal with no owner instead of assigning it to them.

Improved

• Automation rule editor — Creating and editing an automation now happen on one page that walks through When, If and Then, reads the rule back in plain English, and stays on the rule after you save.
• Automations list — Each rule in the list now shows a Live or Paused chip and what it does in plain English under its name.
• Unsaved automation changes — Leaving a rule with unsaved changes now asks first, as does changing a trigger when that would remove conditions or actions.
• AI drafts for automations — A rule drafted by the AI assistant is now applied only when you click Apply to rule, and it no longer replaces a name you have already given the rule.

Improved

• Logistics category in Apps — Warehouse and fulfilment apps such as Shipsidekick, ShipHero, Packiyo and Extensiv now sit under their own Logistics category in Apps instead of Ecommerce.

New

• Saved queries — Queries, under Insights, lets you save a question about your Objects — with and / or conditions and matching between object types — and see the answer as a list, a count or a grouped breakdown.
• Automations from a query — An automation can now start from a saved query, either when its result starts meeting a comparison you set or once for each record that starts matching, and its actions can name the matching record.
• Switch from Gorgias — Admin → Import can now copy your tickets, messages and customers from Gorgias into the help desk using your own Gorgias API key.
• Kustomer — Connect Kustomer to keep a read-only copy of its conversations, which can feed an Object once that is switched on for your workspace.
• Extensiv 3PL Warehouse Manager — Connect Extensiv to keep a read-only copy of its customers, orders, receivers, items and inventory, which can feed Objects once that is switched on for your workspace.

New

• Salesforce — Connect Salesforce to copy its Accounts and Contacts into your companies and people, one way, from Salesforce into ellocharlie.
• Freshdesk — Connect Freshdesk to keep a read-only copy of its tickets, which can feed an Object once that is switched on for your workspace.

New

• Send a Sherlock answer to the customer — A Sherlock internal note in the help desk now has Edit & reply and Send as is, which turn its plain-language answer into a reply sent from you.
• Website field on leads — Leads now have a Website field you can fill in by hand, from a form or through the API, and it carries onto the company created when the lead is converted.
• Create Leads column — The Schedulers and Forms lists now show whether each one creates a lead.

Improved

• Pipeline search — Searching a pipeline now shows how many records match, a removable search chip and the matching part of long names, and it matches your words in any order.
• Won and Lost stage check — Pipeline settings now point out a stage whose name says won or lost while its type is Normal, with a one-click fix, so closed deals stop counting as open.

Fixed

• Links in knowledge base assistant answers — Web addresses in the assistant's answers are now clickable and open in a new tab.
• Website links on companies and people — A website saved without https:// now opens that site instead of a broken page inside the app.