Changelog

Fixed

• Saved Companies and People views — Opening a saved Companies or People view from your Favorites on another page now applies all of its filters, instead of sometimes showing the whole unfiltered list.

Improved

• Why an AI request was refused — When your Claude or OpenAI account turns a request away, for example because it is out of credit or the key was rejected, the integration's settings page now says so, and the notice clears once requests go through again.

Fixed

• Photos in Slack conversations — In the help desk, each customer message from a Slack thread now shows the photo of the person who wrote it, or their initials, instead of the photo of whoever started the thread.
• Reordering chat widget rules — Dragging rules into a new order on the support widget's Behavior settings works again.

Security

• Email replies stay in the right conversation — An emailed reply that quotes a conversation number now joins that conversation only when it comes from someone already part of it; anyone else starts a new conversation.
• Sherlock and GitHub — Sherlock now reads only the GitHub repositories set up on your own data source, and each workspace's code and credentials are kept fully separate.

Improved

• Rating a conversation in Slack — When a customer picks a score on a Slack review request, a short form now opens where they can add a comment before pressing Send, and the message then thanks them.

Security

• Account and role changes — Changing a teammate's details or your own profile can no longer alter account-level settings such as roles or sign-in links, and an old unused sign-up route has been removed.

Improved

• Marketing chats close themselves — A marketing chat now closes on its own 30 minutes after the visitor has left your site and the conversation has gone quiet, and a visitor who comes back starts a fresh conversation instead of reopening the old one.

Fixed

• One visitor per marketing chat — Two different visitors on your site can no longer end up writing into the same marketing conversation.
• Your site behind the chat widget — While the marketing chat widget is open, visitors can still scroll your page and click the links behind it, including on sites that scroll inside their own box.
• View published for internal articles — "View published" on an internal knowledge base article now opens it where your team can read it, instead of a page that wasn't found on your custom domain.

New

• Auto-number fields — Companies, deals and tickets can have a custom field that gives each record its own number from a pattern you set, like PO-0001, and you can number the records you already have in one step.
• "Did this solve it?" in Slack — When you close a Slack conversation you can choose to ask the customer whether it solved their problem before asking for a rating, and a "Not quite" reopens the conversation and hands it back to whoever closed it.

Improved

• Ratings in Slack threads — Asking for a review in a customer's Slack thread now posts one message with a 1–5 scale that shows the score once given and lets the customer add a comment or change it.

New

• Reviews view and report — The help desk has a Reviews view showing the reviews you asked for and the ones customers answered, and the Support Report has a matching Reviews section.
• @mention people in a Slack channel — When you reply to a Slack conversation you can now @mention people in the customer's channel, and they get a real Slack notification.
• /ello for people from other workspaces — In a channel shared with another company's Slack workspace, their people can now use /ello once their admin adds it, and /ello explains what to do in channels where it can't open a conversation.

Improved

• View portal as… — View portal as… on the Tickets list now shows the customers on your tickets before you start typing.

Fixed

• Automation triggers that never ran — Rules on Ticket created, Ticket updated, Deal created, eDoc created and expired, and the marketing conversation triggers now run; support conversation rules no longer run on marketing chats.
• Automation names on new tickets — The Home feed now names the automation that opened a ticket instead of saying "AI System".
• Ask assistant for your team — Signed-in teammates can use the Ask assistant on a sign-in-only knowledge base again.
• Sherlock panel — The Sherlock panel no longer flashes its setup screen while it loads.

Fixed

• Unlinked Slack channels — A conversation started in a Slack channel that isn't linked to a company now says so in the details panel and still shows the channel's name.
• Visitor pictures in the details panel — The details panel and thread now show a visitor's picture by the same rule as the conversation list, so the two always match.

New

• Your team sees internal articles on the portal — When you are signed in, your knowledge base portal now also shows your workspace's internal articles, marked Internal; open a private window to see it as a customer does.

Improved

• eDoc templates list — The eDoc templates list is now a table you can search, sort and filter, like Companies, with archived templates under the Status filter.

Fixed

• Slack channel names on /ello conversations — A conversation started with /ello in a channel not linked to a company now shows the channel's name in the details panel.
• Long names in the details panel — A long name or email in the help desk details panel now wraps instead of running out of the panel.
• All caught up with only marketing chats open — When the only open conversations are marketing chats, the help desk now shows its All caught up page.

New

• Slack channel on the Companies list — Workspaces that use Slack customer channels can now see each company's linked channel as a column on the Companies list and filter by it.

Fixed

• Ask for Review when closing — The Close dialog now always offers Ask for Review, and a close that asks for a rating is shown to the customer so they can give it.
• All caught up with snoozed conversations — When the only conversations left are snoozed, the help desk now shows its All caught up page instead of an empty list.
• Knowledge base languages on one line — The Languages column on the knowledge base documents list now shows its language chips on a single line.