Changelog: Conversations

SMS & Phone Channels

• Receive and respond to SMS messages directly in ProVision. Phone calls create conversation records with transcripts when available.

SMS conversations show in a dedicated channel view.

Fixed issue where SMS messages were sometimes delayed.

Fixed phone number formatting in international formats.

Improved Email Threading

• Emails are now threaded more accurately using message headers and content matching. Replies land in the correct conversation reliably.

Thread detection handles edge cases like forwarded messages.

Email previews show clean snippets without quoted text.

Fixed issue where some email replies created new conversations.

Fixed quoted text detection for certain email clients.

Conversation Status

• Conversations now have distinct statuses: Open, On Hold, and Solved. Use status to track progress and filter your workload.

Status is visible in the conversation list.

Status changes are logged in the activity timeline.

Fixed issue where status changes weren't synced in real-time.

Fixed default status assignment for new conversations.

Service level badges display in conversation headers.

Real-Time Updates

• Conversation activity now updates in real-time. See new messages, status changes, and assignments as they happen—no refresh needed.

Real-time indicators show when a conversation is being viewed by others.

Typing indicators display when a teammate is composing.

Fixed connectivity issues that caused delayed updates.

Fixed flashing on message delivery.

Channel icons display on conversation rows.

Customer Portal

• Customers can now view their open and past conversations through a self-service portal. Access is via a magic link sent by email.

Portal shows conversation history and status.

Customers can reply directly from the portal.

Fixed issue where magic links expired too quickly.

Activity Log

• Every action in a conversation is now logged: messages, status changes, assignments, and more. View the full timeline from the Activity tab.

Timestamps are shown in your local timezone.

Activity entries link to related records.

Fixed timezone display issue for some users.

Fixed missing activity entries for bulk actions.