Changelog

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.

Introducing AI Site Summaries

it summarizes recent support activity into a clear overview of what’s working, where risk is building, and how the client is feeling. The result is a shared, continuously refreshed operating picture for every site.

• Site health at a glance: See an overall health score, trend, and risk level without digging through individual conversations.
• Client sentiment: Understand whether the client is positive, neutral, or frustrated based on recent interactions.
• Clear reasoning: Open the explanation behind each health and sentiment reading to see the support activity and patterns informing it.
• Portfolio visibility: Add Site Health and Client Sentiment as columns in site views to quickly identify accounts that need a closer look.
• Summaries refresh as relevant site activity changes, while also retaining a regular refresh cadence.

Weekly Site Digest

• Operations owners can opt into a weekly email digest highlighting health changes, service-level trends, conversation activity, and sites that need attention.

Partner cards now show open or closed status, business hours, holiday closures, and the next availability change.

Escalation policies open expanded by default, making them faster to reference during a call.

Submit Day1 forms now start with educational emails enabled.

Support policies can now follow partner business hours or custom day-and-time schedules, including holidays.

Use Signal Incident creation as a Rules Engine trigger to send incident details to your own systems through webhooks.

Control whether Signal automatically assigns conversations to the on-call agents it notifies.

Preview membership landing pages in desktop and mobile layouts before publishing.

Sidekick support policies are grouped by call-flow category, with collapsible sections, counts, and clearer restriction indicators.

An In 3 minutes snooze option for short follow-ups in Macros and Rules.

Custom conversation and site properties can now be used to target support policies.

Automated conversation handling can now recover stalled AI responses before routing work to support.

Public API access to view, filter, and resolve Signal Incidents.

Partner billing email changes now sync to Stripe so future invoices and receipts use the current address.

Emergency workflow override for routing inbound calls during platform-wide incidents.

Public API support for linking conversations to sites.

More consistent message and compose typography, with clearer spacing in conversation threads.

Reliable retries for rate-limited or temporary Iterable sync failures.

Public API controls for adding and removing labels on conversations, sites, and client-site associations.

Consistent timeline card widths for short messages, keeping message controls and status details easy to use.

Clearer site segment indicators in conversation side panels, with distinct residential and commercial icons and segment labels on hover.

A celebratory all-clear state when the inbox is fully cleared, with a distinct quiet state for filtered results.

Client Updated webhook triggers with configurable client, site, partner, hours, settings, and actor conditions.

AI-written conversation messages in Rules, supporting public replies and internal notes.

Live call transcripts in Sidekick, with live updates, speaker grouping, and copy controls.

Consistent icons across conversation property menus, selected values, and custom views.

Formatted message copying that preserves supported rich-text formatting when pasted into ProVision editors, email, and Slack.

Message ID copying on every timeline message, including internal notes and closed conversations.

Escalation context and Security designations now stay intact when refining AI-generated responses.

Live transcripts for outbound calls, including updates during calls and access after they finish.

Site Created notifications by email, in-app, and push.

Site Updated and Client Created webhook triggers available in the rules engine.

Public API endpoints for listing, retrieving, uploading, and removing site files.

Health and sentiment columns and filters in site custom views.

Bulk removal of a client from selected sites while retaining client records and conversations.

Redesigned the Site card in the conversation side panel with site details and management actions.

One-click copying of conversation messages as readable plain text.

Activity feed visibility for site service-level changes.

Triage intelligence runs that do not receive a provider response now fail safely instead of remaining in progress.

More reliable conversation draft loading, deletion, and saving.

Monthly payout timing that gives transfers more time to settle.

Site service-level changes consistently appearing in the activity feed.