We’ve rolled out improvements that make email communications more flexible, tickets easier to work with, and agent workflows smoother inside the chat experience.
Share our latest updates with our build PowerPoint Presentation ↗
Agents can create a ticket from an active chat and see a simplified ticket view right in the chat tab, with the option to open the full editor when needed.
Why it’s useful: Less context switching and faster follow-through during live conversations.
Choose how your workflow emails go out: send a single group email to all recipients or individual emails to each person.
Why it’s useful: Teams can match delivery style to the moment—group announcements vs. personalized outreach—without changing their process.
Key ticket fields—State, Priority, Assigned-To, and Due Date—now have even, consistent sizing for a cleaner, more readable layout.
Why it’s useful: Quicker scanning and fewer clicks when reviewing or updating tickets.
The Email Template task now handles agent-list recipient setups more smoothly, supporting dependable email sends without extra configuration.
Why it’s useful: Automated messages keep moving reliably, so your notifications reach the right people at the right time.
Ticket creation from chat sessions remains consistent even when some guest details (like name or email) aren’t available, and tickets remain easy to locate afterward.
Why it’s useful: Smooth handoffs from chat to ticketing and dependable visibility for agents and managers.