Changelog: Inbox

Fixed notification failures when a conversation is merged or closed; status-change notifications no longer error when the conversation has been soft-deleted.

In App Inbox Update: Cleaner & Faster Notifications

• We've improved the in-app inbox experience in ProVision:
  • Grouped Notifications: Multiple updates about the same conversation now appear as a single item instead of cluttering your inbox.
  • Smoother Navigation: When you archive a notification, the next one automatically opens — no extra clicks needed.
• These changes make it easier to stay on top of what matters without the noise.

@Group Mentions

• In addition to @user mentions, you can now mention assignee groups in Conversations. Just type @ and pick a group (like @Advanced Support) to notify everyone in that group at once.
  • Team-wide notifications: All members of the group get notified automatically.
  • No duplicates: We prevent overlap if someone's already notified as a user, assignee, or participant.
  • Simple to use: Groups appear right in the same autocomplete list as users.
• This makes it easier than ever to bring the right team into a conversation quickly and confidently.

@Mentions

• Mention teammates in internal notes by typing @ followed by their name. Mentioned users receive a notification and can jump directly to the conversation.

Mention autocomplete now shows user avatars.

Notifications for mentions are grouped to reduce noise.

Fixed issue where mention notifications were duplicated.

Fixed issue where group members weren't notified on assignment.

Unified Inbox

• Email, SMS, phone, and web form messages all land in one shared inbox. Work from a single queue regardless of how customers reach out.

Inbox supports filtering by channel.

Fixed issue where certain channels weren't included in inbox counts.

Fixed sorting when mixing channels.

Styled Mentions — Mentions keep their visual styling both in the message input and when sent.

In-App inbox Site notifications will now open up to the site.