An assistant in every conversation

This is a big one. Every conversation now comes with an assistant that knows your knowledge base, your Home page is a canvas you can arrange however you like, and you can now talk to people over SMS, YouTube, and TikTok.

An assistant in every conversation

Open any conversation and you will find a new Assistant tab beside it. It reads the whole thread, searches your knowledge base, and answers your questions about the customer and the situation in plain language. It can suggest where to start when you are not sure, point you to the right help article, and stay out of your way when you are not. It helps you decide what to say; it never sends anything on its own. Replies come back formatted and to the point, and you send your question with the up arrow, just like the composer.

A Home you can build

Your Home page is now a layout you arrange yourself. Drag widgets where you want them, resize them, and drop in the pieces that matter to your day: a live count of your open conversations, a report, a video, or a sticky note for the team. Keep a personal layout for yourself or share one with everyone, and admins can set the default Home each role lands on.

Three new ways to reach people

SMS: connect your own Twilio account to send and receive text messages.

YouTube: reply to comments on your videos without leaving the inbox.

TikTok: do the same for your TikTok comments.

Setting up email over SendGrid is easier too, with a guided walkthrough that configures sending and receiving for you and checks your DNS as you go.

A deeper look at your numbers

Reports now break down by country and city, so you can see where your conversations are coming from. There is a new Outcomes report that ranks how conversations are landing, scheduled email digests that send your reports to your inbox on a cadence you choose, and read-only API keys with tabular endpoints for pulling your data into Tableau or your own spreadsheets.

Email broadcasts

You can now send email campaigns from a full-screen editor with reusable templates and a live preview. Campaign counts track real delivery, not just what went out the door, and broadcast threads stay hidden until the person actually replies, so your inbox only fills with real conversations.

Smarter workflows

The workflow editor now has a drag-and-drop palette for building automations. Workflows can notify a teammate, auto-send a saved reply, or escalate, and you can wire up crisis alerts, hand a conversation to a backup team when an SLA is about to lapse, and branch on signals like VPN use or where a message came from.

Quick hits

Voice notes get a proper Slack-style player, media fills the bubble, and you can send photos and videos, edit or delete sent messages, and pick from a full emoji set.

See at a glance who on your team is online, with presence dots right on their avatars across the app.

Filter your contact directory by status, channel, country, and blocked state, with proper country and phone inputs everywhere.

Bulk-import tags by pasting a list or a CSV.

Send a conversation to a teammate for review straight from the review queue.

Organizations are now called workspaces, with clearer admin, manager, and member roles.

Every language we support is now fully translated, on both web and mobile.