02-08-2026
New
Rich product recommendations in chat
When your AI agent recommends products, customers now see them as a swipeable card gallery with images, prices and links rather than a wall of text. The format adapts to the channel automatically — a native carousel on WebChat and Facebook Messenger, a formatted list on WhatsApp, and a clear text summary with links on channels that support neither. Configured via Tools.
Service level tracking on tickets
Ticketing now records the moments that matter for service levels — when a ticket first received a reply, and when it was resolved — so first response and resolution times can be measured against your targets.
Improved
A clearer, more focused inbox
Conversation filters are now grouped so you can go straight to what's yours, or see everything your permissions allow — All Assigned / My Assigned, All Snoozed / My Snoozed, All Resolved / My Resolved, alongside All Conversations, All Unassigned and With Bot. Agents see the views relevant to their own work, which keeps the queue focused. When you need history beyond the recent window, Show Older Conversations loads it on demand. See Unified Inbox.
Search finds everything again
Searching the inbox by phrase or keyword now reliably returns every matching conversation, including older history. If a search came up short before, it won't now. See Unified Inbox.
A simpler Subscription page
Subscription Management now shows what actually matters for your plan: your plan name and renewal date, seat usage, and a Monthly limits meter showing conversations used against your allowance for the current cycle. Manage plan opens your plan options directly on the page. See Subscription.
Clearer limits when inviting your team
When your workspace has reached its seat limit, selecting Invite users now explains that the limit has been reached, instead of leaving the option unavailable with no explanation. See Users.
Fixed
Conversations assigned to you now appear immediately and in the right order, including email conversations transferred to you
Resolving a conversation now opens the next one instead of clearing the view and customer details
Conversation lists keep loading as you scroll, instead of stopping after the first batch
The filter menu stays correctly positioned when you navigate away and return, and the With Bot filter stays visible after a refresh
Filtering contacts by channel now works, the Is Not filter correctly excludes matching contacts, and filtering large contact lists is faster
Product carousels now deliver correctly on Facebook Messenger
Shopify knowledge base sources sync reliably, including when several syncs are started at once
Conversations on channels linked to an AI agent stay with that agent instead of dropping to the standard flow
Your plan name now displays on the Subscription page, and seat counts stay accurate when inviting or removing people