Support Policies & Flexible Associations

Support policies now support flexible associations and filtering with conditions based on clients, sites, site labels, service levels, client segments, urgency, and conversation type. Policies can be filtered to show "All" or only "Applicable" based on the context of the open entity record.

Conversation side panel now shows an indicator when multiple sites are associated with a conversation, making it easier to see when there are additional sites beyond the one displayed.

Added primary client name as a display property option for conversation-based views, showing the primary client associated with the conversation's site.

Surge event approval messages are now posted to the #announcements Slack channel instead of #general.

System now prevents creating platform users with email addresses that match partner support or membership emails to avoid notification conflicts.

Fixed crash in Rules UI when adding a condition to a rule, which was causing a "Something went wrong" error related to conditional support policies.

Fixed issue where merging clients failed with a foreign key constraint error on conversation_participant when the client was used as a conversation requester.

Fixed "folderAssignment" record limit error in Provision Backend by adding explicit pagination to avoid hitting the default maximum of 1000 records.

Fixed duplicate label assignment error when merging sites that share identical labels.

Fixed behavior rule condition that incorrectly evaluated Site/Label/Name is not one of X as false when no site was associated with the conversation, which was preventing some conversations from triggering Twilio routing.

Fixed issue where non-admin Conversations users could not access the Memberships page in Settings. Memberships is now visible without requiring billing access, while billing-related settings remain properly restricted.