Release notes

Inbox copilot

Agents working in the Inbox can now call on an AI assistant that drafts reply suggestions directly in the conversation, using the full context of the exchange.

Inbox copilot mediation

For more complex tickets, mediation mode gives copilot more room to think. It produces a more thorough response, with deeper reasoning and a detailed, multi-paragraph reply, ready for the agent to review and send.

Live agent activity timeline

The live report now shows agent activity as a 24-hour timeline rather than a single total. Each agent’s day is broken into online, away, offline, and logged-out segments, colour-coded to match the status indicators used elsewhere on the platform, with totals for each state shown alongside. Hovering any segment shows exactly when it started and how long it lasted, and today’s timeline updates live as an agent’s status changes.

CC on Inbox messages

Agents can now add one or more CC recipients to an Inbox conversation, at any point in the thread, without needing to create a user profile for them. CC’d recipients receive replies for as long as they’re included, and are automatically dropped from future messages if removed – without ever seeing each other’s addresses or the customer’s. The customer themselves always stays on the thread; starting a conversation without them means opening a new one.

Webchat domain whitelisting

You can now restrict which domains are allowed to load your webchat, giving you direct control over where your AI agent can be embedded and closing off unauthorised use of your webchat script.

Other improvements

• Customisable typing preview – tailor the typing indicator shown to your end users to match your brand.
• Clickable chat IDs – chat IDs in CSAT analytics results now link straight to the conversation, so you no longer need to copy and search for them manually.
• Inbox UI cleanup – tidied up spacing and sizing around the ticket selector and related Inbox elements.
• Inbox teamspace consistency – the Inbox now follows your platform-wide teamspace selection, so you always see the same teamspace context across modules.

Bug fixes

• Fixed carousel buttons remaining clickable after a chat was closed.
• Fixed the language selector not working on full-screen webchat.
• Fixed a webchat WebSocket connection failure following a release.
• Fixed the segment by custom fields filter returning all fields instead of the filtered set.
• Fixed the tag window being cut off on small screens.
• Updated email message formatting in Inbox.
• Fixed analytics CSV exports containing only visible chart values.
• Fixed an occasional auto team match triggering a “match found” branch when no match existed.