# A big wall of improvements
Canonical URL: https://www.commslayer.com/changelog/a-big-wall-of-improvements
Published: 2026-10-16
Voice AI out of beta, conversation merge for everyone, a new audit log, and a long list of smaller fixes across the helpdesk.
## Highlights
### Voice AI improvements
- Voice AI sounds much more natural now. If you tested it early, try it again.
- Voice AI is out of beta.
- It stays in the caller's language.
- It reads the recording notice in its own voice.
### Conversation merge
Conversation merge is now available for everyone.
- Merge a chat, WhatsApp, call or social conversation into the customer's email ticket. Replies go out by email.
- New messages on the old channel land in the same thread after a merge.
- When the same customer has an open email ticket and starts a chat or DM, a **Possible duplicate** banner shows on the ticket. Merge in one click or dismiss it.
- Search by name or message text when picking a ticket to merge into. The customer's other email tickets are suggested.
- See which ticket is kept before you merge. Messages stay in time order.
- Undo a merge from either ticket or from ⌘ K.
Coming next: merging and linking contacts, and suggested matches for duplicate customer profiles.
### Audit log
- The new audit log shows who changed what and when. Find it in **Settings → Audit log** (admins only).
- Covers settings, inboxes, guidance, automations and every action the AI agent takes.
- Filter by agent and export to CSV.
### Choose who gets auto-assigned
Choose which agents get conversations auto-assigned in each inbox. Others keep access without being assigned. Set it in **Settings → Inboxes → your inbox → Collaborators → Auto-assign to**.
### Reorder the conversation sidebar
Drag the conversation sidebar icons into the order you want.
## AI agent
- **Guidance drafts:** the live AI keeps the old version until you click Save and publish. Playground results match what the AI does after publishing.
- **Order lookup:** the AI finds and verifies orders when the customer writes from a different email or types their email in the message.
- **Loop Subscriptions:** the AI can pause a subscription and change how often it ships (off by default). If it can't find the subscription, it asks which email it's under before handing over.
- **Rivo:** the AI can add or remove points, redeem one-time rewards like discounts, and cancel memberships (all off by default).
- **Refund limits:** raise the AI's limits yourself, up to 250 per refund and 10,000 a day in your shop's currency.
- **Orders on hold:** the AI can change items on orders that are on hold.
- **Tone:** less "Ugh" slang in AI replies.
- **Overview:** AI agent → Overview shows resolution, handover and automation rates plus time saved, with 30-day charts and a per-inbox breakdown (paid plans).
- **Guidance markers:** changing a guidance adds a marker to the Overview charts, so you can see the effect.
- **Guidance performance:** a performance card for each guidance, an Improve mode and suggested opportunities on the Overview.
- **Approvals:** AI replies waiting for approval use the customer's latest message and the current order, in the right language.
- **Custom actions:** accept `{{variables}}` in the URL path, and the log marks failed calls, including ones that only worked on a retry.
## MCP
- Approve, reject or edit AI replies waiting for approval.
- Edit or dismiss guidance proposals.
- Send private replies to comments, add files and mention teammates in notes.
- Read and change every inbox setting.
- Upload images to help articles and file feature requests.
- Test chat, DM and comment guidance in the playground, and see how each guidance performs after a change. See the guide on [building and improving guidance with an AI assistant](https://docs.commslayer.com/articles/1790768405-build-and-improve-ai-agent-guidance-with-an-ai-assistant).
## Channels and integrations
- Loop Subscriptions works across several Shopify stores, and phone-only contacts show their subscriptions in the sidebar.
- New Intercom importer for conversations, saved replies, contacts and tags (**Settings → Import**).
- WhatsApp voice notes play in the conversation, and incoming WhatsApp messages arrive faster.
- Automation rules can target Facebook comments and ad comments, for example to close them automatically.
- Phone inboxes catch automated verification calls, like a WhatsApp registration code.
- Gorgias imports bring over photos and files on messages.
## Inbox and conversations
- Search finds conversations by attachment file name.
- Agents idle for 15 minutes go offline automatically, so calls and chats stop routing to them.
- Emailed conversation transcripts show the name and email address for each message.
- Auto-translate is more reliable with excluded languages.
## Customer portal
- Shoppers see the tracking number next to each fulfilled order.
- Drag articles into the order you want inside a category.
- Turning off the hero, search, breadcrumbs or navigation hides them on your live help center.
## Reports
- New first contact resolution (FCR) widget for custom dashboards.
- The contact reasons report is more complete. Chats without a reason get one, and unreviewed AI suggestions, opt-outs and playground conversations are left out.
- Pending counts in reports and the workload tile are more reliable.
- The social comments chart uses your timezone.
- Agent drill-downs, the daily report, auto-label counts, CSAT and agent filters and the Conversation Traffic export are more reliable.
- Tooltips explain who gets credit for a resolved ticket.
## Settings
- Search in Settings to find any setting and jump straight to it.
- Usage & billing shows up to 12 past billing cycles with conversations, AI replies, drafts and voice minutes.
## Smaller improvements
- Long drafts stay put when you switch conversations.
- Bounced replies are marked as bounced with the reason, and a blocked address unblocks once the customer emails in again.
- Resolve pending and snoozed tickets in one click, also from ⌘ K.
- Addresses pasted from the sidebar keep their format.
- Gmail signatures with images are more reliable.
- The Klaviyo and Shopify syncs are more reliable.
- Smoother calling for ported numbers and same-country calls.
- Easier proof uploads when porting a number.