Release notes

Multi-teamspace viewing

A major upgrade to the inbox now lets teams view and manage multiple teamspaces simultaneously. Agents handling several brands or sub-accounts can work from a single unified Inbox view, making it easier to monitor conversations, stay responsive, and coordinate assignments across all active teamspaces without switching between them.

Redesigned analytics for chats and tickets

The analytics experience for chats and tickets has been refreshed with clearer layouts and more meaningful performance insights. Newly added metrics highlight responsiveness across AI and live agents, interaction patterns, and average chat durations, giving teams a deeper understanding of how conversations progress from start to finish. These improvements are part of our broader analytics revamp to make reporting more intuitive and valuable for operational decision-making.

Other improvements

• New conversation-details API for richer message context in advanced integrations
• Ability to select between male and female voices in VoiceAI
• Faster and more secure file uploads with enhanced scanning
• Improved pagination in livechat and ticket modules for finer control over data viewing and export preparation
• Updated date selector across the platform with a new time picker and preset time ranges
• Webchat conversations now auto-start for new visitors when no previous session exists
• Additional exportable fields for chats and tickets: status update timestamps, live agent assignment time, team assignment time, and live agent first response time
• New filters in the People module for channel type and creation time
• Support for ZIP file uploads in the inbox
• Workspace and subcompany IDs now included in relevant API responses
• Numerous UI and text refinements across the platform

Bug fixes

• Fixed an issue where feedback surveys did not trigger when an end user closed the chat
• Fixed behaviour where auto-close actions may not have triggered
• Resolved issues with bulk ticket exports for very high volumes
• Fixed API behaviour for the send-outbound-message call
• Ticket management permissions for taking over tickets and handing tickets over now work reliably
• Fixed an issue where the filter/search reset button could disappear
• Fixed an issue during AI agent switching where a customer message could be duplicated to the original AI agent after handoff
• Previously deleted users can now be re-invited