Product updates

Changelog

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

July 22, 2026

Handoff no longer asks twice

Fixed Double follow-up after handoff — A handoff leaves the conversation awaiting your reply, without also asking the customer if there is anything else.
July 22, 2026

AI avatar in the widget

Fixed AI message avatar — AI messages show your widget's launcher icon rather than a set of initials.
July 22, 2026

Visitor-closed conversations

Fixed Closing your own chat — A visitor closing their own conversation sticks even when an agent had already closed it.
July 22, 2026

Closed chats in the widget list

Fixed Search and bulk close — A force-closed conversation stays closed in the widget's list, including when it was closed by search or in bulk.
July 22, 2026

Closed chats stay closed on reload

Fixed Reloading a closed conversation — Opening a closed conversation again keeps it read-only instead of letting it accept messages.
July 22, 2026

Closed chats are read-only

Fixed Reopening a closed chat — A closed conversation shows as read-only in the widget, and a visitor closing it themselves sticks.
July 22, 2026

Closing a chat from the help desk

Fixed Force-close in the widget — Closing a conversation from the help desk now closes it in the visitor's widget straight away, and shared knowledge base articles render and open properly.
July 22, 2026

AI follow-ups persist

Fixed Lost follow-up messages — An AI follow-up is stored as a real message, and the AI stays on after Sherlock has been involved.
July 22, 2026

AI answer grounding and handoff

Improved Formatted AI replies — AI replies render Markdown, and a thinking indicator shows while one is being written.
Fixed Questions ending in punctuation — A question written with punctuation now matches your knowledge base instead of failing to ground.
Fixed Handoff reply state — The conversation state and the messages shown after an AI or Sherlock handoff now match what actually happened.
July 22, 2026

Named AI autonomy modes

New AI autonomy modes — Choose how much the AI is allowed to do on its own by name, and jump straight between the Preview and Behavior tabs while tuning it.
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