September 2026

After the Got Your Back release in August, September was about polishing what we shipped, plus two new integrations, a faster way to find things and a clearer view of what your AI agents actually do.

Big product updates

📞 New integrations: Uni-tel and Boligflow

Connect your Uni-tel One-Connect phone system to see who is calling, answer, reject or hang up from Herodesk, and dial a contact with one click. Read more about Uni-tel. If you manage properties in Boligflow, your team now sees the tenant’s details, leases, balances and open tasks next to the conversation. Since launch, the panel shows only the tenant’s current address and links straight to the right tenant in Boligflow. Read more about Boligflow

🔎 Quick search, rebuilt

The Cmd/Ctrl+K search has been rebuilt from the ground up. It is much faster, puts the newest matching conversations first, finishes filters like status: and assignee: as you type, previews a conversation without opening it, and lets you close, snooze, assign or tag the conversation you’re in without touching the mouse. Read more

📊 New report: AI Performance

A new tab in Reports answers the question we hear most: how much of your real support volume does the AI agent handle? See the AI-handled, deflection and handover rates compared with the previous period, broken down over time, by channel and by topic, and filter by inbox, team, channel, AI agent or topic. Read more

🚯 A spam filter you can teach

The same email can be a lead for one business and junk for another. Under Settings → Automations → Spam filter you can now describe, in plain language, what should always be allowed and what should always be marked as spam. When several of your agents move similar conversations in or out of Spam, Herodesk suggests a new rule that you accept or dismiss with one click. Nothing is applied automatically. Read more

💬 Your help center inside the live chat

When a help center is connected to your live chat, visitors can search your articles and FAQs and browse your help center folders on the chat’s front page before they write to you, and starting a conversation is still one tap away. Read more Icebreakers can now also run on a schedule, with a date range, weekdays and a daily time window, so a campaign message only shows while the campaign runs.

Other product updates

• AI Agents: generate a draft communication guideline by analysing the messages your team has already sent, so the AI agent sounds more like you from day one
• AI Agents: resolutions are counted per question the agent actually solves; repeated actions on the same question, identity checks and conversations handed over to a human no longer count as extra resolutions
• AI Agents: new presentation settings to recommend only products that are in stock, hide prices or hide product cards
• AI Agents: on the free AI plan, a “Generate suggested reply” button in Review mode drafts a reply on demand
• AI Agents: Smartpack’s ready-to-ship quantity is now available to AI agents and Copilot
• AI Agents: topics no longer leak between agents and inboxes, and topics can be filtered and removed more easily
• AI Agents: the Topics page has sticky headers and a tidier Add topic dialog, and the website dataset’s indexing history has a Check URL button
• AI Agents: it is now clearer when Autopilot overrides Review or Assist mode
• AI Agents: more reliable tool calls with automatic retries, clearer reporting when a connected integration is down, and an improved playground
• Reports: per-agent numbers on the Effectiveness report now respect every filter, team-restricted managers only see their own teams’ tag and SLA data, and the tag drill-down matches the chart
• Emoji reactions on Instagram and Facebook messages
• Facebook and Instagram comments are kept apart from 1:1 conversations in the shared All and Unassigned folders
• Flow: a single “Send and next” button, a clear way forward when a conversation is handled elsewhere, a “Well done, all caught up!” card at the end of the queue, and automatic advance to the next conversation after sending
• Flow: a new setting to prevent agents from skipping a conversation
• Live chat: the widget is much lighter and loads chat code, emojis and sounds only when a visitor needs them
• Live chat: transparent button colours and new JavaScript API commands to hide, show or reposition the button and open a specific help center article or FAQ
• Live chat: the URL a visitor sent their first message from is now recorded on the conversation
• Help center: images open in a full-size viewer and no longer look squished
• Custom widgets now support accordions, and the Lagersystem widget can be limited to specific subsites
• Widgets can show the contact’s company
• Lite users can be watchers and attach files to internal notes
• CC recipients when forwarding an email
• Web push notifications arrive on time, without delays or floods
• Better contrast for highlighted text
• API: a new “send and snooze” option, a button to rotate your API key, and updated rate-limit documentation with a seat-based hourly sending limit
• Moving from another helpdesk? Our team can now import your contacts from any CSV export, with an editable field mapping and new custom fields where needed

Bug fixes

• Fixed outgoing translation turning itself on, and incoming translation using the profile language instead of the inbox setting
• Fixed several email channel setup issues: domain verification with an https:// prefix, resending the verification email, and the mailbox not being created after verification
• Fixed the send menu and other dropdowns being hidden behind widgets
• Fixed signatures not switching with the inbox, missing when forwarding, or breaking HTML tables and Outlook formatting, and the signature preview now matches the sent email
• Fixed missing text, formatting and scrollbars in some messages, emails rendering squashed, inline images in side conversation emails, and the colour of quoted customer replies
• Fixed bulk snooze, rules that wouldn’t close conversations, and autoresponder rules removing CC recipients
• Fixed conversations from the same person being merged by mistake, side conversations clumping together, sorting in the Unassigned folder, and conversation timestamps in the wrong time zone
• Fixed links not being clickable in conversations, attachment visibility, blank previews for non-image attachments in the mobile app, and a login prompt on forwarded attachment links
• Fixed replies to Facebook and Instagram sub-comments failing
• Fixed the AI spam filter flagging short live chat messages as spam
• Fixed AI agents mentioning restock dates or warehouse details they shouldn’t, and switching language mid-conversation
• AI topic suggestions no longer count as real tags, so smart views for untagged conversations keep working
• An organisation now always keeps at least one admin
• Fixed issues with quick replies, profile settings, the webhook settings breadcrumb and inviting teammates during onboarding

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