Helpdesk Agent Presence
See which agents are currently viewing a conversation with real-time presence avatars and composing previews.
Be the first to know when we ship new features and improvements to Resources.
We'll email you when we ship.
New features, improvements and fixes we've shipped. Follow along to see how the product evolves.
See which agents are currently viewing a conversation with real-time presence avatars and composing previews.
The support report has been upgraded with busy day analysis, top topics, most active askers, release update engagement, and idea submissions.
The company detail page now includes a comprehensive report with tickets, deals, conversations, people data, and an AI-generated verdict on account health.
A comprehensive analytics dashboard for your chat widget shows conversation volume, engagement metrics, and visitor behavior — like having Google Analytics for your widget.
Full Outlook integration is now available — email sync, calendar FreeBusy for scheduling, and automatic calendar event creation when meetings are booked.
Its shiny.
When an agent replies to an AI-handled conversation, the conversation is automatically reassigned to that agent.
When you're scrolled up reading older messages in the helpdesk, a 'New Messages' pill appears instead of auto-scrolling — so you don't lose your place.
Conversations can now be snoozed with a timer. Auto-unsnooze triggers when a visitor replies or an agent responds, with Slack notifications and internal notes for full visibility.
The helpdesk info panel now shows a visitor's previous conversations for quick context.