A big wall of improvements

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.

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.