We’re experimenting with new UI, starting with new sidebar and header. I’m sorry that we are breaking your muscle memory but we believe it is a change to better (the road to hell is paved with good intentions….). But yes, it is annoying that you’ll need to learn new places to click on.

Cleaner layout and the top of the sidebar now has four clickable stat cards that surface what you need before replying:

• Total spent. Click to see orders.

• Conversations. Click to see the customer's conversation history.

• Unfulfilled orders. Click to see what's still open.

• Open tickets. Click to see what's unresolved.

Other changes:

• A side panel on the side of the side panel (lol) for quickly opening things like subscriptions without leaving the conversation. Its icons show a red counter when there's something open (open tickets, open convos), grey when there isn't.

• Direct links to related records instead of hunting through panels

• Copy conversation URL or ID from the header

• Spam banner when you're looking at a blocked contact (some users are having issues with many contacts going to spam, fix coming)

• Bulk conversation actions are now available on the sidebar:

  
  

  

  
  

Other small updates

• API: look up conversations by display ID. id_type=display_id now works on GET/PATCH /conversations/:id. Webhook payloads include both id and display_id.

• API: new conversation filters and fields. Filter by contact_id or spam. source_id now exposed on messages (useful for Aircall call ID matching).

• CSV export for canned responses (not sure why agents keep asking for this but it’s there now)

• Email subject line in search results. You can now tell two "Re: order update" threads apart.

Let us know what you think about the sidebar or if you have improvement ideas for it. I read all of our tickets even if you might not get the reply from me. Our frontend wizard will spend a day or two improving it until we move to next features.

-Karri / cofounder