Quality of life updates

Remember yesterday when I told you AI drafts got upgraded? Well, turns out we left some annoying bugs behind 😅 Here’s what we fixed:

AI drafts are now responding to the latest message

A small annoying bug was left there: in conversations with multiple messages, 4 out of 5 times the draft was often written for the first message and not as a response to the last messages.

Now fixed! Thanks for everyone who reported this ❤️.

New tickets no longer show as “Read” automatically

Other embarassing bug. New conversations were often not shown as read, despite nobody clicked on them.

Fixed.

Dropdown arrow key navigation and search

Tried assigning conversations from the sidebar or reply box? You couldn’t navigate the dropdown with arrow keys ⬆️⬇️. Same thing when searching for agents.

Fixed.

Chat: Removed “Support agent ended the chat” notification

Agents like to resolve chat after each reply. But it always triggered a notification on the chat widget to the customer saying “The support agent ended the chat” (which made the customer mad).

Removed. Sorry this took so long.

Chat shows online when AI agent is enabled

Chat widget was showing We are away even with AI agent enabled. Now if AI agent is on, chat says We are online. If all agents are offline, AI agent collects the customer’s email before handing over.

Also updated chat icons to always use the AI agent’s icon.

Note: We’re working on better styling and more features for the chat widget. Stay tuned.

Item totals on refund modal now account for discounts

Line item totals on the refund modal didn’t match Shopify because they ignored discounts. The total available for refund was correct, but the breakdown was off.

Fixed.