🎫

New Improved

Loading indicator on ticket assignment — When an agent grabs a ticket from the queue view, a spinner now shows while the assignment processes, so it's clear the action registered instead of looking frozen.

"External Info" panel + filter — The conversation detail panel for tickets now has a dedicated section showing external/contact details tied to that conversation, and there's a matching filter in Advanced Search to pull up conversations by that info.

"Last Message" filter for tickets — You can now filter the ticket list based on the last message in the thread, making it faster to find conversations that are waiting on a reply.

"Last Message Sender" field + sort fix — Advanced Search, Tickets, and Queues now show whether the agent or the customer sent the last message, and the sorting bug on that column is fixed so it orders correctly.

Why it matters: these are all about triage speed — agents can see conversation status and context without opening every ticket individually.

💬

Improved Fixed

Engagements updated — General under-the-hood refinements to how chat engagement tracking behaves (not tied to one specific bug).

Offline connection prompt — If live chat is offline, the inbox dashboard now shows a clear prompt so agents know why nothing's coming in, instead of it just looking idle.

Clickable link formatting fixed — Links shared inside widget chat messages now render as proper clickable links instead of broken/malformed text.

Removed unused widget settings — The snooze button and the widget's animated-text/highlight-text options were removed from settings to simplify configuration.

Why it matters: cleaner, more reliable chat experience for both agents and end customers.

🖥️

Improved

Screen share component updated — Better handling for what happens when a session ends, so the view closes cleanly instead of leaving a stale/frozen frame.

Screen share notes open in a popup — Notes with a screen share video attachment now open in a popup window instead of a new browser tab, keeping agents in their workspace.

Why it matters: fewer disruptions and lost tabs during live support sessions.

🌓

Fixed

Firefox language selector fix — In Firefox, the language selector text was black-on-dark (unreadable) in dark mode; now fixed.

Dark mode styling for new sections — Newly added panels now follow proper dark mode colors instead of defaulting to light-mode styling.

Why it matters: consistent visuals across browsers and themes.

🤖

New Fixed

New AI model options — More AI model choices are now available when setting up automations, giving more flexibility on performance and behavior.

Automation log display fix — Completion logs for automations were showing incorrect info in execution logs; this is corrected so logs now accurately reflect what happened.

Assignment events added to webhooks — Webhook payloads now include assignment events (e.g., when a ticket/conversation gets assigned), so connected tools/integrations can react to those changes automatically.

Why it matters: more reliable automation debugging.

🚀 New Features & Enhancements

Theme Updates: Updated both the Black Diamond and Dark themes for a refreshed look.

🛠️ Bug Fixes & UI Polish

Widget & Inbox Chat

Message Button: Fixed the tooltip issue for the "Send Message" button in the new widget UI.

Typing Bubble: Resolved the inbox chat typing bubble override issue.

Image Sharing: Fixed a bug where the "Send Image" functionality failed when starting a chat in the new widget UI.

Layout Alignment: Fixed an issue where the new chat data loader was not vertically centered.

Text area Sizing: Fixed an intermittent issue where the text area would appear extended upon mounting.

Fixed articles not reordering in articles category view.

Fixed select language option color in hub.

We have introduced an advanced setting within the Control Panel that allows you to specify the placement of your support widget. You now have the capability to assign a distinct widget location independently for each subaccount.

This update delivers maximum flexibility for your interface layout. Tailoring the widget placement ensures the support tools perfectly match the specific design of every individual subaccount.

👀 What’s New?

✅ Total Widget Overhaul: Introduced a sleek, modern UI for the widget designed for a faster and more intuitive user experience.

✅ Frictionless Chat Entry: Removed the mandatory name and email lead forms. Users can now jump straight into the conversation without any pre-chat hurdles.

✅ Instant Messaging: Simplified the start-flow, just type your issue and hit send to get help immediately.

✅ Smart Quick Prompts: Added one-tap buttons to the UI to help users categorize their needs instantly, featuring presets like:

~I have a technical issue

~I have a billing issue

🌟 Why it Matters

We’ve removed the barriers between your users and the support they need. By eliminating required forms and introducing an "Instant-In" messaging philosophy, we’re reducing drop-off rates and increasing user satisfaction. The addition of Quick Prompts further streamlines the process, guiding users to the right solution with a single click and ensuring their inquiries are handled with maximum efficiency from the very first message.

✅ Updated the UI for category views and articles, delivering a more streamlined reading and browsing experience.

✅ Expanded Dark Mode compatibility to ensure all newly added sections are perfectly styled and easy on the eyes.

✅ Fixed visual inconsistencies within the Modal AI Articles UI, alongside resolving general UI/UX bugs across the platform.

✅ Addressed an issue where the widget unloaded message was not passing into the widget iframe.

✅ Eliminated the "no result found" flickering issue in predictive search, ensuring smooth and immediate query results.

✅ Fixed a sidebar UI issue so the last category now properly displays in both the articles and newsflash menus.

This update is all about refining the visual experience and smoothing out the platform's day-to-day functionality. By refreshing the UI for categories and articles and seamlessly extending dark mode, we're ensuring a more polished, modern interface for your users. Squashing these visual bugs—from the predictive search flicker to missing sidebar categories—removes friction, making navigation feel seamless, intuitive, and highly professional across the board.

We’re excited to introduce a new enhancement to your Modal experience. The Branded Onboarding Dashboard is now live! This new dashboard gives you full visibility into your onboarding services.

👀

Full Visibility into Onboarding Services

✅ Remaining Credits: Always know your available balance for branded onboarding calls.

✅ All-Time History & Volume: Track your complete history and onboarding recordings

✅ Attendance & Feedback: Monitor client attendance ratings and review the latest CSAT reports.

New Updates: Branded Onboarding Dashboard

How to access your new onboarding dashboard:

Your Modal

We’re excited to introduce a new enhancement to your Knowledge Base experience, Courses are now directly accessible from your Help Library!

👀

Course Link in Help Library

✅ Added course links directly to Help Library!

✅ Seamlessly guide users from help articles to structured learning

✅ Improve content discoverability and navigation

We’re excited to share that the new features for Alert Popup Display Controls are live!

✅ Always show (no stop rules applied)

✅Stop after X page loads

✅Stop after the user closes the pop-up (X button)

✅Stop after a specific CTA is clicked

✅Stop showing after a specific date and time

✅Regular pop-up

✅Exit-intent pop-up

These new controls give you full flexibility over how and when your pop-ups appear, helping you reduce user annoyance, increase engagement, and optimize conversions by showing the right message at the right time.

✅Change Logs History has been added in Automation, providing a clear record of all past actions and changes for better tracking.

✅Charts for article reactions and news articles are now available in the reporting dashboard, giving you deeper insights into engagement and performance.

✅Pop-up UI issues have been fixed, ensuring smoother interactions.

✅The double scroll issue in certain tabs has been resolved for a cleaner, more fluid user experience.

✅Formatting issues in bot messages and other communication have been addressed, enhancing clarity.

✅Several Modal UI issues have been updated for a more consistent and polished interface.

✅The blank screen issue when opening logs from the right panel has been fixed, making your workflow more seamless.

This update enhances both the automation tracking and reporting capabilities, allowing agency owners to manage data with greater transparency and accuracy. The new charts help you gain deeper insights into article reactions, boosting branding and engagement. The UI fixes improve efficiency and professionalism, making the system more reliable and user-friendly for you and your clients.

👀

✅Users can now switch between different chart types (e.g., bar, line, pie, table) to visualize their data in the most insightful way.

✅The selected chart type can be previewed and applied in real-time, ensuring quick adjustments to your data view.

✅Dynamic filters can be applied to cards based on available data parameters and are reusable across cards when applicable.

✅Choose from a comprehensive set of available metrics to display within each card, offering more customization and control.

✅UI issue on the widget side related to articles has been fixed, ensuring smoother functionality and a better user experience.

🌟

This update gives agency owners complete control over how they present data, making it easier to track and visualize key metrics. The flexibility in chart types and filters enhances efficiency, professionalism, and ensures data is displayed in the most meaningful way for your clients. With a streamlined interface, you can now offer an even more polished experience that clients will trust and appreciate.

👷

Happy charting! 📊