Changelog

Improved

• Say hi to any visitor — In Marketing chat you can now open any visitor who is on your site and write your own Say hi message before it is sent, instead of it going out at once.
• Replies above the chat launcher — When your team replies while a visitor has the marketing chat closed, the reply now appears as a card above the launcher instead of only a count on it.

New

• Apps can bring their own Object types — An installed app can now define its own Object types, with their records, links and queries, which are set up when the app is installed.

Improved

• Pipeline settings under Custom fields — Pipelines are now set up under Settings → Custom fields → Pipelines, and old links and favorites take you there.
• Feature experts in the chat widget — A feature expert's replies in the widget are now signed with its name, and it answers general questions about its feature instead of asking the customer to narrow them down.
• Pipeline filters start fresh — The pipeline page now opens with no filters on each visit; save a filtered board as a Favorite view to come back to it.

Fixed

• Verify row in the project step panel — The verify row in a project step's panel now lines up with the rows around it.

New

• Meeting links tied to the chat — In Marketing chat you now pick which scheduler a shared meeting link or booking uses, and a meeting booked from that link is tied back to the conversation it was shared in.
• Default revenue type per pipeline — Each pipeline can now set the revenue type its new deals start with, in the pipeline's settings.

Improved

• Marketing chat conversations open in Marketing chat — Every marketing conversation now has its own address, so opening one from the bell, search or a Slack alert takes you to Marketing chat instead of the help desk.
• Assignment settings — Assign On Reply now has its own Assignment tab in Helpdesk Settings, instead of sitting under Agents.
• Project step portal switches — The customer switches on a project step are shorter and clearer, with an info popover explaining what verifying a step means.
• Colour picker in pipeline settings — Pipeline and stage colours are now picked with the same colour row as the chat widget's settings.

New

• Escalated conversations — In helper mode, the help desk now has an Escalated view under Inbox, and an escalated conversation's header says which customer company passed it to you.
• Notes shared with helpers — An internal note on a conversation a customer company's helpers cover can now be shared with those helpers, who see it in their widget while the customer still doesn't.

Improved

• Helper tabs in the support widget — Helpers now see a Helpdesk tab with a red count of conversations waiting on a reply, beside a tab named after your workspace's support.

Fixed

• Staff photos for helpers — Helpers now see your team's profile photos on replies instead of initials.

New

• One embed for helper mode — A single support widget embed can now name each user's company by one of its company fields, and the widget works out on its own whether that user helps other accounts, is helped by a parent company, or neither.

Improved

• Schedulers list — The Schedulers list now works like Companies, with a Filters menu, column choices and a Link column that copies a scheduler's booking link in one click.
• Matching a chat to its company — When a chat's company can't be found from the page, it now takes the company of the person with the visitor's email before falling back to the email's domain.

Fixed

• Teammate signer status on eDoc templates — A teammate who has saved a signature but not let teammates use it now reads "not switched on" instead of "no signature yet", and the template page picks up a change made in Profile without a reload.

New

• Custom fields on the portal's New ticket form — Customers creating a ticket on the support portal now see that ticket type's custom fields, and must fill the required ones before they can submit.
• Edit a feedback entry — Each feedback page has an Edit button, and the feedback text is now written in a rich text editor with room for up to 5,000 characters.

Improved

• Teammate signing on eDoc templates — Choosing a teammate to sign a template's signing field now has its own card on the template page, next to the other places a value can come from.

Fixed

• Links between translated KB articles — Related-article and language links on a translated knowledge base article now go to the article in the reader's language instead of a "not available in your language" page.

New

• Your company's signature on eDocs — A teammate can save a signature in Profile → eDoc signature and let it be added to eDocs, and a template's signing field can name them, so an eDoc goes to the customer already signed for your company.

Improved

• eDoc status updates live — A deal or company page now shows an eDoc being opened, signed, declined or completed as it happens, in the eDocs list and in an open document, without a reload.

Fixed

• Word templates that wouldn't convert — Some Word templates showed "The preview couldn't be drawn" and made eDocs that couldn't be sent; they now preview and send, and an eDoc already made from one gets its PDF when it is made again.