August 2026

August was release month. Most of what we shipped came together in Got Your Back: our autumn release about having your back at every size of support operation.

Big product updates

🛡️ The Got Your Back release

Our autumn release in three themes: Made Easy, Going Pro, and AI Native. One overview video, all the features below, and a few we’ve been polishing all year. See the release page

🌊 Flow: one conversation at a time

A focus mode that hands each agent the next prioritised conversation instead of letting everyone pick from the pile. Managers define the order; serving claims the conversation so nobody doubles up. Read more

⏱️ Service level agreements

Set first-reply, next-reply and resolution targets, and watch them count down live on every matching conversation, measured in calendar hours or your own business hours, with automatic escalation on a breach. Read more

✨ Copilot just got much bigger

Copilot moved out of the conversation sidebar and now follows you across the whole app: searching conversations, looking up orders and CRM records across every integration, and proposing actions that run when you confirm them. Read more

✍️ Central email signature management

Admins can now manage the whole organisation’s email signatures per inbox (merge fields, conditional blocks, live preview and a test send) instead of leaving each agent to build their own. Read more

Other product updates

• Insert product links in replies: search your webshop’s products by name, SKU or ID from the editor and drop the link straight into your answer. Read more
• Contact and tag sync: two-way sync of contact fields and tags with Shopify, HubSpot and Business Central. Read more
• Contact merge suggestions: likely duplicates surface as suggested merges you apply in one click. Read more
• Export conversation search results to CSV, optionally one row per message. Read more
• Conversations can now be assigned to a person, a team, or both
• Public replies to Facebook and Instagram comments can now @-mention the commenters in the thread
• Rules: new notify-user and notify-team actions that alert the recipient by in-app, push and email
• REST API and MCP: SLA policies and schedules are now manageable programmatically

Spotlights from the release

Got Your Back also shines a light on features you may have missed, each with its own closer look this month:

• Group your agents into teams: team managers, team inboxes, and team assignment for bigger desks
• Two-factor authentication: a second step on every login
• Single sign-on (SSO): sign in through your own identity provider
• Group contacts into companies: see the account, not just the person
• Watchers: follow a conversation and get notified when it changes
• Reply to Facebook and Instagram comments: the public comment queue, publicly or as a DM
• Connect your AI client with MCP: Claude, ChatGPT or Cursor working in your account

The team grew too: say hello to Jimmy, our new Commercial Director.

Keep sharing your feedback with us, and we’ll keep building!