Product updates

Changelog

New features, improvements and fixes we've shipped. Follow along to see how the product evolves.

September 2, 2026

Merge conversations from different customers

New Merging another customer's conversation — You can now search all of your conversations from the merge panel and fold in a thread that belongs to a different customer, at a different company, instead of only the threads belonging to the person you are already looking at.
New Keeping the other customer on the thread — When you merge in someone else's conversation you can choose to keep them on it, so their messages stay credited to them and they keep receiving your replies.
September 2, 2026

One audience for every broadcast channel

Improved Choosing who sees a broadcast — Who sees a broadcast is now decided in one place, with an explicit Everyone option, instead of being asked again for each channel while you write the message.
Fixed Broadcasts sent to the wrong people — The audience you pick now applies to every channel you send on — a banner sent to a chosen list of people is shown to those people instead of to every visitor, and a Slack broadcast posts to the channels of the companies in your audience rather than ignoring your selection.
September 1, 2026

Security fixes in this panel

Also includes behind-the-scenes work on how deploy notes reach ellocharlie's public changelog.

Improved Security fixes in this panel — Updates that fix a security issue now appear as their own group here, alongside New, Improved and Fixed.
September 1, 2026

Send a broadcast on several channels at once

New Send a broadcast on several channels at once — A broadcast can now go out by email, in the chat widget, to Slack and as a widget banner together, so the same person is reached wherever they actually are.
New Slack broadcasts follow your audience — Picking people now works for Slack too — each company's channel gets one post naming the people it is for, rather than a separate message per person.
Improved Results broken down by channel — A broadcast's stats now show each channel separately, so email opens are not mixed in with chat reads or Slack posts, and the totals distinguish how many people you reached from how many messages went out.
Improved Nothing is sent unless you choose it — No channel is selected when you start a broadcast, so choosing Slack no longer leaves email quietly switched on as well.
Improved Send button always in reach — The Back and Next buttons stay pinned to the bottom of the compose panel instead of scrolling away on longer steps.
September 1, 2026

Resize several images at once

New Resize several images at once — Hold Cmd or Ctrl and click images in a knowledge base article — or use Select all images — to set their size, alignment or borders together instead of one at a time.
New Image sizes in pixels — Images can now be sized in pixels as well as a percentage of the column, with a maximum width that shrinks the large ones and leaves anything already smaller alone.
New Image borders — Images can have a border line in any colour and their own corner radius, both of which now show on the published article.
New Upload several images at once — The image picker takes as many files as you drop on it and inserts them in the order you chose, and you can pick several from your library in one go.
Fixed Undo from anywhere in the editor — Cmd+Z and Ctrl+Z now undo your last change even when you were working in the properties panel rather than typing in the article.
September 1, 2026

Clearer API key permissions

Improved Clearer API key permissions — Each permission on the API key screen now says in plain English what it allows, an option that never granted anything has been removed, and the screen refuses a permission it does not recognise instead of silently saving it.
Fixed Knowledge base access for API keys — An API key can now be given permission to read and write knowledge base articles — the option was missing from the key screen, so requests were refused even when every box was ticked.
Fixed The Contracts permission on API keys — Ticking Contracts now actually grants access to contracts over the API; it previously granted nothing, and contracts were reachable only with the Products permission.
August 31, 2026

Response times measured per question, not per conversation

Improved Response times measured per question, not per conversation — The Support Report now times each new question a customer asks — including when someone comes back a day later in the same thread — so a conversation that goes quiet and picks up again no longer counts as one very slow reply.
Improved Response times that respect your opening hours — If you have set Online Hours for your help desk, response times now count only the time inside them, so a question asked on Friday evening is no longer measured across the whole weekend.
Improved A response time goal you can set — You can set a first response target in Help Desk settings, and the Support Report will score the period against it — overall, day by day, and per person.
Improved See the slowest questions and who answered them — The Support Report now shows your median and average response time, how many questions were answered within each time band, the slowest ones with a link straight to the conversation, and how many were still waiting at the end of the period.
Improved A support summary you can paste into Slack — The AI summary on the Support Report is now written the way a support lead writes one, with a Copy button and a note explaining exactly how the numbers were measured.
August 31, 2026

AI Insights moved to a button

Improved AI Insights moved to a button — On the Support Report, AI Insights is now a button beside the page title that opens in a panel, so the report leads with your numbers instead of a summary; it refreshes once a day and shows a New badge until you have read it.
Improved Every figure explains itself — Each stat, chart and table on the Support Report now has an info icon telling you what it measures, how it is worked out and what it leaves out — for example, Longest wait covers only questions that were eventually answered, and questions still waiting are counted separately under Unanswered.
August 31, 2026

Explainers on every Support Report figure

Improved Explainers on every Support Report figure — Every remaining chart and table on the Support Report now has an info icon, so figures like Wait time distribution, Helpdesk activity and Company breakdown say what they measure and what they leave out — including which ones the page filters do not narrow.
Fixed Agent same-day and resolution times — The Same-Day and Avg Resolution columns in the Support Report's agent table were showing 0 and a dash for everyone; they now show real figures.
August 31, 2026

Announcements in the support widget

New Announcements in the support widget — Broadcasts can now be sent to the support chat widget as an announcement banner, shown to everyone with the widget open — including visitors you have no contact record for — and dismissible by each person.
Improved Composing a broadcast — The broadcast composer now opens in a side sheet with the channels on a single row, so you can see the whole message while you write it.
Fixed Filtering the Support Report — Choosing an agent, source or status on the Support Report failed to load the page at all; filtering now works again.
Fixed Filters reaching every chart — CSAT Trend and AI QA Score quietly showed whole-desk numbers on a filtered Support Report and now narrow with the rest of the page; Backlog Trend cannot be filtered and now says so on the card instead of appearing to be filtered.
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