Product updates

Changelog

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

July 23, 2026

Screenshot tables and follow-ups

Improved Tables in screenshots — A screenshot of a data table is reproduced as a table in the staff note.
Improved Fewer redundant follow-ups — The AI stops asking "is there anything else?" while it is waiting for an answer to its own question.
Improved Branded AI avatar — The help desk shows your branded AI avatar instead of initials.
July 23, 2026

What the AI read from an image

New Staff-only vision note — A note visible only to your team records what the AI read out of a screenshot.
July 23, 2026

The AI can see images

New Image understanding — The chat assistant and Sherlock can read screenshots and photos a visitor sends.
July 23, 2026

Grounding follows the conversation

Improved Answers focus on the current question — The AI grounds its answer on what was just asked rather than on the whole thread.
July 23, 2026

Plural questions find their article

Fixed Article title matching — A question phrased in the plural now matches an article titled in the singular, and the other way round.
July 23, 2026

Related articles for agents too

Improved Article cards in the help desk — Agents see the same Related articles cards the customer saw, and those links use your portal custom domain when you have one.
July 23, 2026

Who the AI is, in the conversation

Improved AI identity while replying — The widget shows the AI agent's name and avatar as it responds, and article cards offer opening in a new tab on the portal.
July 23, 2026

Related articles in chat

New Related article cards — When the AI answers from your knowledge base it now shows the articles it used as clickable cards.
July 23, 2026

Closing notifications and auto-close

Fixed Duplicate Slack pings on close — Closing a conversation posts one Slack notification, the AI avatar shows in the conversation list, and AI auto-close is more conservative.
July 22, 2026

Thinking indicator and article links

Fixed Thinking indicator — The indicator now covers the AI's whole turn instead of disappearing part-way through.
Fixed Article links in chat — Knowledge base article links in the widget open again.
Load older updates