Product updates

Changelog

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

August 1, 2026

Merge conversations, and simpler favorites

New Merge conversations — Merge a visitor's separate open conversations into a single thread.
Improved Editing a favorite — Editing a favorite saves the current view automatically, so there is no separate capture step.
July 31, 2026

Share a favorite view

New View sharing — Share a saved view with specific teams or people, and give it a colour.
July 31, 2026

Grouped messages in the thread

Improved Rapid messages in the help desk — Messages sent in quick succession group together in the conversation view.
July 31, 2026

Burst handling for Slack and the AI

Improved One AI reply per burst — The chat assistant waits for a visitor to finish typing their thoughts and answers once.
Fixed Slack burst notifications — The coalesced Slack notification carries just the burst, not a recap of the whole conversation.
July 31, 2026

Text contrast on light brand colours

Fixed Readable messages — Message text turns dark on a light brand colour instead of staying white.
July 31, 2026

One Slack ping for a burst of messages

Improved Rapid message bursts — A visitor sending several messages quickly produces one Slack notification instead of one per line.
July 29, 2026

Ticket owners belong to the workspace

Fixed Owner validation — A ticket's owner must be a member of that ticket's workspace.
July 28, 2026

Every ticket has an owner

Fixed Missing ticket owners — Tickets get an owner on creation however they were created.
July 28, 2026

Personal mailboxes under "view as"

Fixed Connected mailbox scoping — Viewing another workspace no longer exposes your own connected Gmail or Outlook account there.
July 28, 2026

Scheduler calendar status

Fixed Whose calendar you see — The builder's Calendar tab shows the host's connected-calendar status rather than your own.
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