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October, 2025

@-mention teammates and notify them via e-mail when you need their help.

After the successful launch of our AI Agents last month, we’re back with a lot of product updates in October.

 

Big product updates

@ Mention users
You can now @-mention your teammates in internal notes. A new view has also been added in the inbox list, containing all conversations where you’ve been mentioned by your teammates.

 

📤 E-mail notifications
You can now get an email notification in your personal inbox whenever a conversation is assigned to you or you’ve been @-mentioned in one.
You can still get in-app notifications or smart phone push notifications on these events and when new messages are received in selected inboxes/smart folders.

 

🔰 Updated verification method in live chat
We’ve updated how customers verify their identity in the live chat. Now, customers can choose to “skip” verification after entering their details. If they don’t verify, they won’t get access to previous conversations or use the AI agents’ features to get order tracking codes and other features that involve personal sensitive information. But – if they don’t need it and just want an e-mail update, they can now get it without having to verify.

 

Other product updates:

  • Suggested replies should be in the agents language and translated with AI to the customers language when sent (#86b6xv6bg)
  • Support better language detection of Shopify contact form messages that may contain multiple languages (#86b69bqvm)
  • Allow webhook endpoint URL to be longer than 255 characters (#86b6kwfhx)
  • Helpcenter folder showed “0 articles” even though there were FAQs inside (#86b6xk5ev)
  • Better contact identification in the Dinero widget (#86b744uat)
  • Better contact identification in the Pipedrive widget (#86b744ue9)
  • Include AI agent live chat conversations that were handed over to a human agent in the Fine Tuning view (#86b78z2u7)

 

Bug fixes

  • Instagram messages where not sent if they were too long (fixed by breaking them up into multiple messages) (#86b6z4pyh)
  • Inline images were not sent to the contact on Instagram and Facebook messenger (#86b6ed7jh)
  • Push notification settings were not saved correctly (#86b6k71uc)
  • People that were CC on an e-mail didn’t show in the CC-field (#86b6qa3d1)
  • Helpcenter article couldn’t be moved to another folder (#86b76duqd)
  • Helpcenter FAQ items couldn’t be re-sorted (#86b77akqq)

 

… and about 24 minor tasks with updates, fixes and other improvements on the new AI agents, based on your feedback. Thank you for sharing so many details, please keep sharing and we’ll keep building!