Foldable composer, Streamline Workflows, & Improved Views

Introducing the Foldable composer. Users are now able to collapse their message composer to have more visibility of the conversation. This will be helpful for users who use smaller screens, or ones that only want to see the composer when ready to reply. Use hotkeys to access public replies, internal notes, macros, and snoozing!

Set escalation response targets in business days, using each partner’s hours, holidays, weekends, and time zone.

Automate confirmed spam cleanup with rules engine actions that remove conversations and block requester emails.

Give Triage Intelligence the applicable support policies for each conversation or site.

Health and Sentiment columns now appear by default in All Sites for eligible users.

More consistent side-panel labels, headers, spacing, and field controls.

Return platformSlaId in site API responses.

Manage closed and deleted conversations with clearer state panels, controlled reopening, and a collapsible composer.

Keep site tabs accessible when the conversation side panel is narrow.

Time Conversion tooltips stay visible beside docked conversation panels.

Prevent conversation API requests with linked sites from failing when those sites have active subscriptions.