🎫
Ticket & Queue Handling
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.
💬
Messaging & Widget Chat
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.
🖥️
Screen Share
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.
🌓
UI & Dark Mode
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.
🤖
Automation & AI
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.