Changelog

Improved

• Choosing a ticket type on the support portal — A new ticket on the support portal now starts with a tile for each ticket type, showing its name and the description you wrote for it, and the form that follows is for the type the customer picked.

Fixed

• Missed messages from unlinked Slack channels — The count of messages a Slack channel missed before it was linked to a company, and Bring them in, now include only the messages that would start or join a help desk conversation under your Slack trigger settings.

New

• Two-factor sign-in — A workspace owner can now require everyone in the workspace to sign in with a code from an authenticator app, with one-time recovery codes for a lost phone.
• New-ticket links for the support portal — Each ticket type open to customers has a link you can share that opens the support portal on a new ticket of that type, which a known contact can sign in from even before they have any tickets.
• URL fields on objects — An object's fields can now be a web address, shown as a short link that opens in a new tab.
• Undo and redo on eDoc templates — An uploaded eDoc template's page has Undo and Redo, so a wrong tag choice, a Dismiss or an Accept all can be taken back.
• Larger article images — Clicking an image in a knowledge base article that is shown smaller than its real size now opens it full screen.
• Booking page tab icon — Booking pages now show your workspace's favicon in the browser tab, or an icon you upload for that scheduler.

Improved

• The support portal's tickets list — Customers can search their tickets and switch between Open, Closed and All, and a long status no longer covers the Updated column.
• Sent eDocs open on their details — Opening a sent, signed, declined or voided eDoc now shows its signers, fields and history first, with the PDF on its own Document tab.

Fixed

• Slack chats in unlinked channels — Messages in a Slack channel that isn't linked to a company are no longer lost: you're alerted in Slack, they appear under Inbox → Unlinked, and linking the channel brings in what was missed.
• Ticket types on the support portal — When more than one ticket type is open to customers, the portal's new-ticket form lets them choose one, and the ticket lands in that type instead of always the default.
• Replies ending a snooze — A customer reply by email, Slack, SMS, WhatsApp or eBay now brings a snoozed conversation back into the inbox straight away, as a chat widget reply already did.
• Everyone-together bookings — A booking on an Everyone-together scheduler now puts every host on the meeting invite and sends each of them the booking emails.
• Connecting an integration — After you connect an integration in its popup window, the page now shows the connection straight away instead of needing a reload.

New

• Visitors tab in Marketing chat — With Snitcher connected, Marketing chat has a Visitors tab listing the visitors Snitcher identified in the last 7 days, where you can say hi to one still on your site or open their chat.

Improved

• Snitcher in Marketing chat — With Snitcher connected, your AI assistant and Marketing chat now know which company a visitor works for whether or not Personalise with Snitcher is on, and that switch now only decides whether the widget names the company to the visitor.
• A marketing AI that knows the visit — The marketing chat's AI assistant now knows what a visitor has done on your site, such as the pages they viewed and how they arrived, and uses it to answer them.
• Why a visitor has no company — When Marketing chat can't name a visitor's company, the visitor panel now says why, such as Do Not Track or Snitcher not answering on your site.
• Locked "Show only when" — When a custom field's "Show only when" can't be changed, it now looks locked and says what to add first.

Fixed

• Price table type in eDocs — An eDoc's price table now prints in the same font and size as the line its tag sits on, with prices that no longer wrap, and the added signature page follows the document's main text size.
• First visits counted twice — A marketing visitor's first page load no longer counts as two visits, so a first-time visitor is no longer shown as returning.

New

• Price tables in eDocs — An eDoc template can now print a price table built from a deal's products, including per-unit, flat and percentage charges such as a 10% contingency, and an eDoc made from a deal keeps its own copy of those prices.
• Fields that show only when needed — An eDoc field can now be set to show only when a dropdown or radio field has certain answers, and eDoc fields can be dragged into order in Settings.
• Apps in Workspace Settings — Workspace Settings has a new Apps tab, where apps installed in your workspace are listed with what each may access and how much it has been used.
• Connection settings for app developers — Developers listing an app can now declare the websites, redirect addresses and webhooks it uses, and each website is checked before the app goes to review.

Improved

• eDoc fields for every teammate — Teammates without Settings access now see a company's eDoc fields, eDocs made from a template have their own eDoc fields section, and Send waits until the required fields that are showing are filled in.
• Deal value from its products — A deal that carries products now takes its value from them whenever its products, components or coupons change, without asking first.
• Marketing chat on phones — On a phone, the marketing chat widget now fits the visible screen and keeps its message box above the keyboard, and tapping a text field no longer zooms the page.
• Ratings in the support widget — After a customer rates a closed conversation, the support widget now shows their stars, a thank-you and their comment above the closed notice.

Fixed

• Who reacted, in the support widget — Hovering a teammate's reaction in the support widget now shows that teammate's name, or their alias while names are hidden, instead of "Agent".
• Deleting eDocs — An eDoc that has field values or attachments can be deleted again.
• Quick edits to record properties — Several values typed into a record's property in quick succession are now all kept, instead of only the last one.
• One-time products — A one-time product added through the API now opens as One-Time on its page, without a warning about unsaved changes when you leave.
• Online badge on the open conversation — In the help desk list, the green online badge now stays green on the conversation you have open.

Security

• AI assistant connections — Connections from Claude and other AI assistants now keep their tokens hashed, can never gain permissions when they renew, and are cut off if an old token is used again.
• AI assistant permissions — An AI assistant connection can now read people, companies, deals, tickets, conversations and the status page only when it has been given permission for each.

Improved

• Dates on project step files — On the project portal, a step's files now show the date they were added, and a step with two or more files can be sorted oldest or newest first.
• Larger project step uploads — Files added to a project step, by customers on the portal or by your team in the project editor, can now be up to 50MB instead of 10MB.
• People created from meeting notes — Creating a person from a Granola, Fireflies or Recall meeting participant now puts them on the one company whose website matches their email address.
• Past email for new people — When you add a person, emails you have already exchanged with them in your connected Gmail now come in on their record by themselves, without pressing Sync now.
• A company's empty Emails tab — A company with no people yet now says so on its Emails tab, with a button to add one.

Security

• Chat widget conversations — A chat widget conversation now opens only in the browser that started it, or for an email address your website has signed, and other visitors on the page no longer see who is chatting.
• Sherlock findings — Sherlock's live investigation steps are now sent only to teammates in your own workspace.

Improved

• Loading animation — Pages, panels and sections now show one olive loading animation while they load, in place of the small spinning icon, and a load that finishes quickly no longer flashes it.
• eDoc template preview while it draws — On an eDoc template's tag mapping page, the document preview now shows a placeholder page while it first draws and an "Updating the preview…" note while it redraws, instead of a blank or faded page.

New

• Questions for typed-in eDoc fields — A field the sender fills in when creating an eDoc is now labelled with a plain question you can reword on the template, with the original tag shown beside it.

Improved

• Mapping an eDoc template's tags — An uploaded eDoc template now opens with its tags on the left and the document itself on the right, where you choose where each tag's value comes from, see every place it appears, and take suggested fields one at a time or all at once.
• Confirming a broadcast send — Send now and Schedule on a broadcast now ask in a centred confirmation whose button names exactly who the broadcast will reach.

New

• Custom objects in AI assistants — Claude and other assistants connected through MCP can now list, create, update and attach your custom object records and run your saved queries; a connection set up with a fixed list of permissions needs reconnecting to see them.

Improved

• Writing Slack broadcasts — When Slack is ticked, a broadcast's Slack post is written in an editor that offers only what Slack can show, so what you see is what gets posted, and Slack broadcasts no longer add link preview cards.
• Choosing a Slack test channel — The channel for a broadcast's Slack test can now be found by typing part of its name instead of scrolling a long list.
• Developer portal — Developers building apps for the ellocharlie app store have a rebuilt portal where they create a listing, answer review notes section by section, and publish their app themselves once it is approved.

Fixed

• Broadcast reach — The headline on a broadcast's Summary now counts only the people and Slack channels the ticked channels will reach, instead of the whole audience.

New

• PDF files as eDoc templates — You can now upload a PDF as an eDoc template as well as a Word file, and its tags are filled in the same way, with long values shrunk or wrapped to fit the space you left for them.

Improved

• Permissions on app store pages — A third-party app's page in the app store can now list the API permissions the app needs, so you can see what it will be allowed to do before you install it.

Fixed

• Ticket steps on deal automations — Automations started by a deal, such as a deal moving stage, can now create a ticket or add an update to one, and a step that doesn't fit the rule's trigger is pointed out when you save instead of being silently skipped.