Changelog

New updates and improvements to Applied Labs.

Notifications v2 is now live

This week rolled out Notifications v2, sped up inbox navigation, added unique custom metric drilldowns, and improved reliability across analytics, billing, and Shopify/chatbot flows.

Notifications v2 is now live

Notifications received a major refresh, including an updated notifications page and improved account notification settings so teams can stay on top of routing and inbox activity with less noise.

Improvements

  • Rolled out Notifications v2 with refreshed notification settings and UI.
  • Analytics dashboards now support unique custom metric drilldowns.
  • Inbox navigation is faster and more reliable, with backend index improvements and tighter inbox SSR/query handling.
  • Reduced database pool pressure to improve responsiveness under load (notably in global search).
  • Flow builder improvements: trigger metric properties can reference trigger variables, and flow field inputs + email-forward threading were tightened.
  • Shopify embed reliability improvements: chatbot embed consistently uses Shopify proxy auth, and OAuth/connector configuration UI was polished.

Fixes

  • Conversation analytics time-to-resolution semantics are more consistent across dashboards and satisfaction reporting.
  • Stripe billing calls now pass API keys explicitly, reducing intermittent billing failures.
  • Guardrail streaming no longer risks inserting duplicate tool-response messages.

Applied Assistant gained richer workspace context and artifact review

This week upgraded Applied Assistant and Agent Loop, added a public inbound message API, refined routing priority and inbox workflows, improved customer segment automation, and fixed several conversation, analytics, and integration reliability issues.

Applied Assistant gained richer workspace context and artifact review

Applied Assistant now has a broader runtime and UI for reviewing operational work. Threads can show analytics artifacts, insights artifacts, flow panels, and diffs, while transcript persistence and thread navigation were tightened. Agent Loop also gained native skill execution, automatic skill inclusion, per-turn citations, and clearer message references so teams can inspect how assistant output was produced.

Improvements

  • Added Applied Assistant artifact review surfaces for analytics, insights, flow work, and thread diffs.
  • Improved Applied Assistant transcript persistence, thread UX, and conversation count caching.
  • Agent Loop now supports native skill responses, automatic skill inclusion, per-turn skill citations, and clearer message references.
  • Added the public inbound message API for v2026-04 message and media ingestion.
  • Routing priority rules now use ordered first-match-wins behavior.
  • Routing now supports per-group active toggles, fallback group transitions, channel conditions, and automatic saved-view creation for new queues.
  • Added AI-backed customer segment auto-assignment.
  • Polished inbox selectors, filters, queues, contacts, sidebar tooltips, user nav alignment, and saved-view settings.
  • Switched voice options to Deepgram text-to-speech.
  • Added the logistics industry public page and hid public signup links behind a feature flag.

Fixes

  • Chatbot conversations no longer end on websocket disconnects or timeouts.
  • Gorgias duplicate agent replies are prevented on concurrent webhook delivery.
  • Kustomer handling is more reliable across recent ticket and conversation workflows.
  • Customer-facing replies now better guard against leaked tool-call JSON and model reasoning text.
  • Conversations remain escalated when a human is already assigned, and duplicate escalation attempts are reduced.
  • Saved views now round-trip __nin filters correctly.
  • Label and title generation no longer clobbers compare-and-swap-written flags.
  • Analytics now handles missing satisfaction group_by values more safely.
  • ClickHouse flow-run span queries are bounded to avoid memory exhaustion.
  • Inbox pagination keeps scroll position in the conversation list.

Queue routing gained weighted groups and stronger assignment control

This week expanded queue routing, moved more authentication flows onto Gatekeeper, added privacy and redaction controls, improved Scribe event tracking, and tightened analytics and integration reliability.

Queue routing gained weighted groups and stronger assignment control

Routing rules now support more controlled assignment behavior across teams and queues. The queue redesign added weighted groups, default catchall routing, per-team pull order, Postgres-backed queue state, and per-member drain and reconciliation behavior when rules change. Admins also gained percentage-split assignment mapping and a humanResponded filter for more precise routing and saved-view logic.

Improvements

  • Added weighted routing groups, default catchall rules, per-team queue pull order, Postgres-backed routing queues, and per-member drain and reconciliation behavior for queue rule changes.
  • Added percentage-split routing for assignment mapping rules.
  • Added a humanResponded filter for inbox, saved views, audits, analytics, and responses.
  • Conversations can now be auto-tagged during escalation for routing rules.
  • Moved more merchant authentication flows onto Gatekeeper, including login, registration, refresh, token hardening, websocket auth, service-to-service auth, and API token cutover work.
  • Added message redaction and a privacy filter workflow for sensitive content handling.
  • Added Scribe metric events, link opening tracking, email opening tracking, and original URL capture for link events.
  • Added a built-in knowledge-base lookup action to Agent Loop and improved lookup row display.
  • Added Pylon integration support.
  • Kustomer ticket metadata can now expose status, and Zendesk routing can assign agents from email, phone, and web-form context.

Fixes

  • Fixed insights audit filter count mismatches.
  • Fixed impact score sorting in automation analytics.
  • Public conversation creation now handles overlong contact phone values more safely.
  • Slack webhook events without shop metadata are ignored instead of creating noisy failures.
  • Ticket names are truncated before save to avoid persistence errors.
  • Scribe now uses a single background loop for writes.
  • Pulse notification handling now handles missing recipient IDs, JSON metadata binding, and related runtime errors more reliably.

Agent Loop gained richer context and clearer references

This week added richer Agent Loop workflows, inbox needs-attention highlighting, stronger multimodal handling for flows, AWS SigV4 HTTP requests, content bulk actions, chatbot metadata infrastructure, and privacy and integration reliability fixes.

Agent Loop gained richer context and clearer references

Agent Loop can now coordinate operational subflows with less manual setup. The new node and executor can auto-forward common trigger inputs, include default conversation context, and pass supported attachments directly to multimodal models. Message references and source highlights were also improved so teams can follow how an answer or Agent Loop step used conversation history and source material.

Improvements

  • Added an Agent Loop flow node and executor for planner-driven operational workflows, with action chips, auto-derived subflow inputs, output schema controls, and structured run tracing.
  • Agent Loop now auto-fills common conversation trigger fields, includes default context when the node content is empty, and supports native image, PDF, HEIC, and HEIF attachment handling.
  • Improved message references and source highlights across chat and Agent Loop runs, including reference trails, focus behavior, and first-paint rendering.
  • Added inbox needs-attention highlighting and filtering for conversations whose latest flow run failed or whose latest running executor span is in an error state.
  • Structured completion now handles multimodal content more directly, while media uploads can normalize oversized images and convert HEIC or HEIF uploads to JPEG.
  • HTTP Request flow nodes now support selectable authentication modes, including AWS SigV4 with templated credentials.
  • Content management now supports multi-select batch deletion and an option to also delete autogenerated responses tied to selected content.
  • Chatbot metadata can now be served by the new agents service, and the embedded widget collapses repeated metadata fetches into a single call.
  • Kustomer escalations can now route conversations using ticket metadata for assigned users, assigned teams, and queues.
  • Scenario testing now uses server-provided pass totals, and bulk scenario run conversations are tagged with topic, intent, flags, sentiment, and title before the run response returns.

Fixes

  • Improved Gladly and Gorgias webhook conversation creation, Gladly reply recovery, assistant reply anchoring, persisted attachments, and attachment downloads.
  • Autocomplete now has stronger safeguards against invented links and cross-customer PII leakage, and outbound email auto-BCC uses the per-conversation reply address.
  • Survey metadata fetching now falls back to api.appliedlabs.ai when needed.
  • Fixed CSAT impact sorting and satisfaction table grouping in intent views.
  • Flow failure notifications now respect global failure catch handling, and Sentry ignores expected FlowExecutionFailure noise.
  • SMS inbox messages are now saved as text more consistently.
  • Public content guide sorting now validates requested sort values.
  • Chatbot proactive prompts no longer appear when the widget is closed, and chatbot runtime state no longer depends on the websocket provider.

Events can now trigger operational workflows

This week added event-driven workflow triggers, richer contact metrics, stronger inbox view management, new Adyen and Confluence connectors, and reliability updates across Gladly and Gorgias.

Events can now trigger operational workflows

Teams can now send customer and business events into Applied Labs and use them to start operational flows. Event triggers can match on metric names, event properties, and contact groups, then pass the event context into the flow. This makes it easier to connect external customer activity to automated follow-up without custom handoff logic.

Improvements

  • Added a public Events API for recording contact events, resolving contacts by email, phone, or remote ID, emitting metrics, and showing event activity on contact timelines.
  • Added event-triggered operational flows with configurable trigger conditions for metric names, event properties, and contact groups.
  • Added a Metrics tab to contact profiles with highlighted event cards, conversation counts, trend charts, and selectable 7-day, 30-day, 90-day, and all-time ranges.
  • Operational flows can now hand off to conversational flows after a Send Email or Send SMS step, so customer replies can continue the conversation naturally.
  • Flow settings now include re-entry criteria, including no re-entry, unrestricted re-entry, or re-entry after a configured time period.
  • Inbox view settings now use a master-detail manager for organizing, previewing, editing, duplicating, activating, and deleting saved views.
  • Public saved views are now editable by workspace admins.
  • Added Adyen connector support for refunds and authenticated refund webhooks.
  • Added Confluence connector support for importing pages from a configured space into knowledge content.
  • Chatbot style settings can now disable streamed assistant responses and show clearer validation feedback when a setting cannot be saved.
  • Added a dedicated CSAT survey settings page for agents.
  • Added a bulk inbox action for triggering AI replies across selected conversations.
  • Launched the public changelog page and feed.

Fixes

  • Improved Gladly webhook handling to reduce duplicate conversation creation and preserve reply metadata more reliably.
  • Gladly now adopts orphaned outbound SMS conversations when matching inbound webhooks arrive.
  • Outbound email and SMS messages created by flows can now be mirrored into Gladly through the Communications API when no remote conversation exists yet.
  • Fixed Gladly closing and resolution behavior, unsupported communication-type handling, and sandbox connector setup.
  • Improved Gorgias ticketing reliability with duplicate-ticket safeguards, better sender metadata preservation, and fixes for non-email channel assignment.
  • Fixed saved view edge cases around duplicate copy names, private-view visibility, nested view hydration, negative filters, null sentinels, and error resilience.
  • Google Drive content imports now handle imported content updates and response regeneration more consistently.
  • Help center collection pages now handle both top-level and nested collection routes more reliably.
  • Chatbot greeting cards now respect the proactive mode toggle.
  • Attentive and Gorgias reply parsing now avoids treating quoted reply history as sender content.
  • HTTP request actions now normalize query parameter values more consistently.

Pulse notifications added browser, SMS, and quiet hours

This week we expanded Pulse notifications, launched a versioned public API, and improved scenario testing, flows, and inbox reliability.

Pulse notifications added browser, SMS, and quiet hours

Pulse notifications now support browser and SMS delivery channels, along with quiet hours to suppress external notifications during selected periods. We also improved delivery and reporting for partial failures, retries, inbox replay, and notification metrics. These changes make notification behavior easier to configure and more predictable.

Improvements

  • Added a versioned public API with published OpenAPI schemas and reference docs.
  • Added team member admin and activation controls in Settings, with owner safeguards and same-domain teammate invite validation.
  • Redesigned scenario testing with updated filters, improved create and edit flows, and aggregate metrics across the full filtered result set.
  • Upgraded the flow web browser node and browser run experience with expanded browser configuration.
  • Added flow node search and improved deep-linking from runs into the relevant flow sidebar state.
  • Expanded scenario tools and APIs with bulk-run filtering, per-run bulk status, contact overrides, and delete actions.
  • Improved Kustomer syncs with better new-thread detection and preserved message attachments.
  • SMS test and guardrail flows can now split long responses into multiple messages.

Fixes

  • Inbox escalation and resolution behavior is now more accurate, with clearer handling for already resolved conversations and more consistent feedback visibility.
  • Zendesk assignment syncs no longer reassign or re-escalate conversations when the assignee is already correct.
  • CSAT surveys are no longer sent for outbound conversations that never received a customer reply.
  • Fixed dashboard filters and saved views for date clearing, tag filters, analytics defaults, and topic and intent include/exclude behavior.
  • Normalized image/jpg attachments to prevent flow failures on non-standard image MIME types.

Identity verification for conversational flows

This week adds in-chat identity verification for flows, undo and redo in the flow editor, optional conversation auto-linking, and a set of reliability fixes across integrations, analytics, and help center.

Identity verification for conversational flows

Conversational flows can now include identity verification steps. End users can complete verification directly in chat using a one-time passcode or a magic link. This release also adds the related flow-builder controls and chatbot verification UI.

Improvements

  • Introduced identity verification steps to conversational flows, with OTP and magic link completion in chat.
  • Brought undo and redo support to the flow editor.
  • Enabled optional AI-based auto-linking for related conversations from the same contact across non-webchat channels.
  • Help center previews now support unpublished source edits, including slug-based pages.
  • Chatbot greetings can now be customized globally and by page URL.
  • Guardrails now support multiple rules of the same type and optional spam marking for deny-list matches.
  • The send-email flow node now accepts comma-separated CC and BCC addresses.
  • Analytics metric pickers and dashboard templates now use clearer chatbot event names.
  • Creating a shop through the API now returns a shop-scoped token.
  • Help center styling now supports font family selection, and blog cards can use branded fallback images.
  • Escalation-triggered flows now run for all shops and conversation types except FabFitFun email.
  • SMS guardrail rewrites now better preserve tone while staying within SMS limits.

Fixes

  • Fixed a Gemini parsing issue that could send raw JSON instead of a normal reply.
  • Prevented duplicate transcripts on Dixa, Gorgias, and Zendesk escalations created from webhook-originated conversations.
  • Gorgias SMS conversations can now be assigned when no email match is available.
  • Shopify order cancellation is less likely to be blocked when there are no active fulfillments.
  • Kustomer replies now work more reliably from alternate email addresses or phone numbers.
  • Analytics and inbox filters now handle merged conversations more consistently.
  • Help center collection and subcollection routes now work correctly with configured base paths.
  • Public landing pages now load assets correctly when URLs include ad tracking parameters.
  • CSAT surveys are no longer sent to internal same-domain email addresses.

Snoozing for conversations and tickets

Added snoozing for conversations and tickets, expanded inbox controls, and improved reliability across chat, social routing, and integrations.

Snoozing for conversations and tickets

Agents can now snooze conversations and tickets to hide them from active queues until a later time or selected conditions are met. Snoozing includes presets, inbox indicators, saved views, and snoozed-state filters. This update makes deferred work easier to manage without losing visibility.

Improvements

  • Snooze conversations and tickets with presets, conditions, inbox indicators, saved views, and snoozed-state filters.
  • Embedded web chat now refreshes authenticated sessions more reliably and handles verified identity metadata more cleanly.
  • Inspect contact and conversation metadata in the inbox with improved drilldowns, clearer nested labels, and a dedicated metadata section.
  • Configure separate routing capacity overrides for Facebook and Instagram.
  • Switch inbox conversation sidebar tabs with keyboard shortcuts.
  • Apply flags to multiple inbox conversations in a single bulk action.
  • Open the related Kustomer conversation directly from the inbox.
  • Use clearer, grouped filters across inbox, audit, and analytics views, including new snoozed-state filters.
  • AI resolution charts now group results by inbound conversation type.
  • Search Zendesk users and organizations and retrieve organization details with connector actions.
  • Add timeout-based branches to conversational flows.
  • List available connector types and supported actions from the API.
  • Instagram and Facebook conversations now retain downloadable DM and comment attachments as message media.
  • The inbox conversation timeline has been refined with improved scrolling and activity display.
  • The SMS test composer now shows system messages as centered muted text.

Fixes

  • Fixed Facebook and Instagram escalations so conversations follow normal routing and assignment flows.
  • Fixed Gorgias sync issues affecting contact data, attachments, escalation handling, and webhook echoes.
  • Fixed Kustomer sync handling for empty messages, message timestamps, and email and SMS whitelist enforcement.
  • Fixed the email editor so To, CC, BCC, and signatures are preserved after sending.
  • Guardrail escalations no longer soft-resolve flagged conversations at the same time.
  • Subject-only emails now use the subject as fallback message content when the body is empty.
  • SMS replies are now shortened into a single deliverable message when responses are too long.
  • Greeting templates now ignore email addresses mistakenly stored as contact first names.
  • Inbox conversation titles now truncate cleanly without hiding channel icons.
  • Shopify customer lookup now handles customers without email addresses.
  • SMS conversations can now be escalated without requiring an email field on the contact.

Added Kustomer ticketing connector support

Added Kustomer ticketing connector support and expanded dashboard permissions, alongside inbox, analytics, and workflow improvements.

Added Kustomer ticketing connector support

Teams can now connect Kustomer in the dashboard with support for webhook-driven conversation handling, ticket actions, sender resolution, and attachments. This update also includes follow-up routing fixes for more consistent conversation handling.

Improvements

  • Expanded role-based access controls across content, connectors, dashboards, and related settings pages.
  • Added JWT-based chatbot authentication controls, session duration settings, and stricter authenticated chat options.
  • Added a Reply all action for email messages in the inbox.
  • Added sound alerts for browser push notifications.
  • Added a Shopify action to retrieve active discount codes.
  • Automatically convert HEIC and HEIF image uploads to JPEG.
  • Added exact time inputs and timezone labels to analytics date filters.
  • Enhanced the inbox contact sidebar with contact groups, timeline, and flow run visibility.
  • Added content export options in the content editor for Markdown, plain text, and HTML.
  • Made call recordings easier to access from conversation details.
  • Improved Zendesk ticket comments to send HTML formatting when available.
  • Improved Gorgias email sync to preserve richer message body formatting.

Fixes

  • Improved call panel stability for voice workflows.
  • Fixed add-to-cart updates for recommendation cards on Hydrogen and headless storefronts.
  • Chatbot greeting cards now stay hidden when proactive prompts are enabled.
  • Fixed flow import and export handling, including prompt and guardrail fields.
  • Restored team member invites, lifecycle management, and invite acceptance flows.
  • Fixed conversation-started flows for Gladly conversations created via webhook.
  • Fixed deny-list guardrails so escalation no longer also soft-resolves conversations.
  • Improved login recovery when saved authentication state is stale or invalid.
  • Fixed analytics filtering for flag-based queries.
  • Flow selection lists now load all draft and active flows instead of only the first page.
  • Fixed Dixa queue transfers when conversation or ticket IDs are missing.
  • Improved Shopify get_customer errors when an identifier resolves to an empty value.

SLA-aware inbox views and more flexible defaults

This week included SLA-aware inbox views, broader Applied MCP support in Claude Desktop, and reliability improvements across routing and integrations.

SLA-aware inbox views and more flexible defaults

Inbox conversation and ticket views now support filtering and sorting by SLA status and deadlines. Teams can also remove default inbox views, restore them later, and keep custom public or private views in the default sections. These changes make it easier to organize inbox work around response commitments.

Improvements

  • Claude Desktop can now connect to the Applied MCP server with authentication and a broader set of workspace tools.
  • Flow builders can send email as send-only, new conversation, or forward actions.
  • Flows can now assign conversations from mutate nodes and trigger from conversation feedback events.
  • Saved views can now be shared with permission controls.
  • Shopify connector data can now be filtered by product tags, with bulk autogenerate controls for content items.
  • Custom dashboards have improved KPI and top-N layouts, and voice call dashboards now include average talk time.
  • Input guardrails now support domain-level email blocking and escalation when triggered.
  • Chatbot recommendation cards now have smoother carousel behavior and more reliable add-to-cart support, including headless storefronts.
  • Embedded chatbots now support unified auth tokens with refresh handling and Shopify proxy auth.

Fixes

  • Gorgias syncing is more reliable for attachments, email handling, assignee and status updates, and rate-limited API calls.
  • Gladly escalations now preserve notes and internal context and retry automatically on rate limits.
  • Live chat and phone routing now skip agents who are already on active calls.
  • Contact pickers no longer suggest anonymous contacts.
  • Zendesk and Sunshine Conversations now attribute customer messages more accurately and avoid automated-message lookup failures.
  • Analytics flag filters now behave correctly.

Fixed Zendesk customer association handling during ticket creation.

Zendesk customers are more reliably linked to the right contact records when tickets are created, reducing mismatched customer associations.

Fixed Zendesk customer association handling during ticket creation.

Zendesk customers are more reliably linked to the right contact records when tickets are created, reducing mismatched customer associations.

Improvements

  • Added Zendesk Sunshine Conversations live chat escalation with allowlist-based routing and ticket stamping.
  • Expanded Zendesk actions with ticket closing plus AI-handled ticket tagging and assignment updates.
  • Improved Gorgias syncing for assignees, channels, message handling, statuses, and custom fields.
  • Added conversation resolution metrics to analytics and improved historical sync for long date ranges.

Fixes

  • Fixed Zendesk customer association handling during ticket creation.
  • Fixed Gladly webhook support for alternate event names and conversation item IDs.
  • Fixed team member invites to reuse existing users instead of erroring on duplicate emails.
  • Fixed insights CSV links and exposed link/transcript columns by default.
  • Fixed unreadable chatbot input text for light-colored brand themes.

AI-generated test context for flow testing

This week brings AI-generated flow test context, new connector actions for Shopify, Zendesk, and Gorgias, and a set of editor, analytics, and help center reliability improvements.

AI-generated test context for flow testing

Flow testing now supports AI-generated test context from a natural-language prompt. You can quickly create realistic test data for scenarios and edit richer contact metadata, including Shopify-style structures. This makes it easier to validate flow behavior without assembling test context by hand.

Improvements

  • Flow testing can now generate AI-created test context from a prompt, with richer contact metadata support.
  • The connectors page now supports Shopify reinstall and manual “Sync now” actions for supported connectors.
  • Flows can now trigger when a conversation is resolved.
  • Flow trigger output now includes conversation direction.
  • Flows can now update email recipients from within a flow.
  • Editor content and rendered messages now support embeds from YouTube, Loom, Spotify, and Figma.
  • Zendesk content sync now imports macros, supports generated responses, and cleans up stale synced content.
  • Zendesk actions now support private comments, tags, ticket updates, and improved email webhook handling.
  • Gorgias actions now support updating custom ticket fields and closing tickets.
  • Insights reports now include richer exports and more filters for ticket and conversation datasets.
  • The CLI now supports browser-based device authorization sign-in.
  • Completed insights reports can send richer Slack notifications with shop-specific channel routing.
  • Operational flows now support global failure nodes.
  • The flows UI now includes richer ADL and state-machine views.

Fixes

  • Reply autocomplete in the message editor is more relevant and responsive while typing.
  • Help center search results can now be selected reliably from the search dialog.
  • Publishing connector content now saves the latest draft before updating the published version.
  • Macro insertion now preserves plain-text formatting correctly.
  • Replies now route more reliably after a flow updates an email recipient.
  • Email conversation matching is more accurate, including better handling for CC’d email workflows.
  • Help center code blocks retain styling and syntax highlighting more reliably.
  • Public web chat conversation views now hide conversations older than 24 hours.

Insights reports got a major upgrade

This week brings a major upgrade to Insights reporting, inline reply suggestions in Inbox, expanded connector support in Forge, and several reliability fixes across messaging and syncs.

Insights reports got a major upgrade

Insights reports now support deeper analysis with improved report formatting, ticket analysis alongside conversations, and an in-app data explorer with CSV export. We also improved evidence handling and updated default report filters to make reports easier to review and refine.

Improvements

  • Inbox reply drafts now include inline autocomplete suggestions while you type.
  • Chatbot review prompts now use a reviews carousel with clearer dismiss controls.
  • Help Center theming now supports tenant-specific favicons and custom CSS.
  • The Shopify connector now supports order creation, refunds, and richer order edits.
  • Forge now supports Zendesk as a data source.
  • Forge can now sync configured Snowflake tables.
  • Forge connector syncs are more reliable across Stripe, Airtable, Google Sheets, and Shopify.

Fixes

  • Forwarding email from the editor now submits more reliably if message formatting fails.
  • Topic and intent changes in the conversation header now save together reliably.
  • Ticket assignee search now matches teammates by both name and email.
  • Email conversations now preserve their original subject lines after post-processing.
  • Spam classification is less likely to flag legitimate forwarded, attachment-heavy, or ticket messages.
  • Call recordings are now preserved more reliably if a call disconnects before the stop event arrives.
  • Media records without attached files now fail quietly instead of generating noisy errors.

New live operations and voice analytics views

This week we added new analytics dashboards and reporting controls, launched AI-powered conversation Insights reports, and expanded contact group and integration workflows.

New live operations and voice analytics views

Admins and operators can now monitor real-time team status, active calls, and channel breakdowns from a new live operations dashboard. Voice analytics also adds expanded call views, by-user metric tables, a call volume heatmap, and a timezone selector in date filters. These updates give teams more complete visibility into live performance and reporting.

Improvements

  • Added a live operations dashboard with real-time team status, active calls, and channel breakdowns.
  • Voice analytics now includes richer call dashboards, by-user tables, a call volume heatmap, and timezone-aware date filters.
  • Conversation Insights reports can now generate AI-powered findings, show supporting evidence, and answer follow-up questions.
  • Contacts can now be assigned to groups automatically, edited from the Contacts grid, and used to personalize flows.
  • Proactive chatbot prompts now support configurable product, video, and review cards.
  • Connector settings now let admins update saved credentials with connector-specific fields.
  • Added Kustomer as a ticketing integration with conversation syncing.
  • Added AfterShip and ShipBob logistics connectors.

Fixes

  • Voice calls now check microphone permission before connecting.
  • Incoming calls are less likely to be answered twice, and reassigned call transcripts now stay with the correct owner.
  • Phone CSAT surveys now send only for calls that were actually connected.
  • Meta channel events no longer create empty or duplicate conversations and messages.
  • Zendesk attachment uploads now handle file types more reliably, including WebP images.
  • Guardrails setup is simpler, and greeting behavior is now more predictable.
  • Changing an article slug now updates linked content-source schema references automatically.

Contacts now use a more powerful data grid

This week brought more flexible audit setup, a more capable contacts page, new inbox bulk actions, and several reliability improvements across analytics, help center, email, phone, and integrations.

Contacts now use a more powerful data grid

The contacts page has been upgraded with a new data grid experience. Teams can now work with richer columns, include custom metadata fields, reorder columns, and apply bulk actions more efficiently. These changes make it easier to review and update contact records at scale.

Improvements

  • Audit setup now supports custom date ranges and funnel-based metric event filters, with user filtering for speed audits.
  • Analytics tables now show Avg Handle Time with improved activity-based handling metrics.
  • Admins can configure email CSAT survey delays, and agents can choose whether to send CSAT when completing conversations.
  • Inbox bulk actions let you update multiple conversations or tickets at once.
  • Traffic rules now support regex matching for UTM source, medium, and campaign fields.
  • Conversation filters now include agent contact info.
  • Flow builder create-message nodes can now add internal notes.
  • The Shopify chat widget now supports a PDP suggestions bar and added styling controls for prompts and custom CSS.

Fixes

  • Help center routing, collection pagination, and external link handling are more reliable.
  • Message references load faster in chat and test conversations.
  • Email conversations handle greetings and delayed auto-replies more reliably, with better protection against oversized inbound fields.
  • Zendesk escalations now behave more consistently with broader ticket creation support.
  • Dixa conversations now avoid duplicate inbound messages and stop auto-replies after human escalation.
  • Phone workflows are more reliable around routing, call endings, recording callbacks, and post-call SMS surveys.
  • Completion nodes no longer traverse into global nodes in unsupported cases.
  • Admins can now update integration credentials from the admin UI with a JSON patch form.

More ways to explore dashboard data

This week adds new Analytics visualizations and a dedicated drilldown view, plus updates across Inbox, chatbots, email, voice, and help center management.

More ways to explore dashboard data

Analytics dashboards now support Scatter and Heatmap charts, giving teams new ways to visualize relationships and rate-based metrics. We also moved dashboard drilldowns into a dedicated view so it is easier to inspect underlying conversations. Large drilldown result sets now load and scroll more smoothly.

Improvements

  • Added Scatter charts to analytics dashboards.
  • Added Heatmap charts for rate metrics in analytics dashboards.
  • Dashboard drilldowns now open in a dedicated view with faster scrolling on large result sets.
  • Added a Last message at filter for inbox and saved views.
  • Added routing mapping rules management to workspace Inbox settings.
  • Added UTM source and medium traffic routing rules for chatbots.
  • Added a Flow runs section to inbox conversation detail.
  • Help center collections can now be marked private.
  • Content items and help center collections can now have editable slugs.
  • Added a dial pad with DTMF support to the call panel.
  • Workforce efficiency analytics now include first reply metrics.
  • New conversational flows now start with built-in escalation and failure nodes.
  • Added Gladly topic actions for listing and attaching topics.
  • Added a Dixa end-user lookup action for flows.
  • Added chatbot button placement controls in agent style settings.

Fixes

  • Safe links in sanitized HTML are now preserved, including links with UTM parameters.
  • Embedded chats now carry marketing attribution more reliably across messages.
  • Email conversations thread more reliably and render HTML more accurately.
  • Duplicate email auto-replies are now prevented.
  • Email conversations no longer add a default fallback greeting when none is configured.
  • Workforce efficiency analytics now attribute messages sent and first replies more accurately.
  • Email reply keyboard shortcuts now preserve attachments when sending.
  • Browser call recordings now process recording-complete callbacks more reliably.
  • Gladly voicemail conversations no longer trigger auto-replies.

Redesigned agent testing workspace

This week brought a redesigned agent testing workspace, stronger flow-building tools, and improvements across analytics, phone support, and email workflows.

Redesigned agent testing workspace

The agent testing experience has been updated with new coverage views, improved bulk run controls, and better scenario filtering. Voice testing tools were also expanded, and issues with uploaded test conversations and scenario labels were corrected. These changes make it easier to review coverage and run tests at scale.

Improvements

  • Analytics table charts can now be exported as CSV.
  • Dashboard charts now support additional value formatting options.
  • Flow builders can use an End Flow node to return values to a parent flow.
  • Action cards can now be created and edited directly in the rich editor.
  • Orchestration nodes now use simpler workflow and deployment inputs.
  • Flows run from the inbox can prefill trigger inputs from the conversation.
  • Flow traces now show more complete inputs, outputs, token counts, and clearer span labels.
  • Outbound conversations can use additional agent phone numbers and email sender options.
  • Phone support workflows now include inbox callback actions and SMS CSAT surveys.
  • The email composer now supports forwarding full thread history and reply-all recipient editing.
  • Inbox views now support relative date filters, and workspaces can include a default Spam view.
  • Inbox side panels can now be hidden for a more focused layout.
  • Admins can manage custom resync schedules for first-party content sources.
  • Stripe webhooks can now trigger flows.
  • Flow schema forms now support object-type fields.

Fixes

  • Analytics comparison tables now show clearer denominator labels and more accurate rate and impact calculations.
  • Unknown groups are labeled more clearly in analytics comparison tables.
  • Uploaded test conversations and scenario labels now behave correctly in agent testing.
  • Phone escalations and routing behave more reliably.
  • Phone transcriptions and call metadata are more reliable.
  • AI responses are more resilient to timeouts and fallback failures.
  • Inbound inline email attachments now display correctly.
  • Shopify order updates can now clear supported fields correctly.
  • Embedded chat layers more cleanly with storefront overlays such as cookie banners.
  • Reopened conversations can now be configured to keep the previous assignee or reroute automatically.

Agent traffic control and experiment analytics

Agent experiments, deeper analytics drilldowns, flow builder updates, and more reliable attachment and phone workflows.

Agent traffic control and experiment analytics

Teams can now set agent traffic rules and run experiments from the deploy UI. New analytics views make it easier to compare variants with side-by-side reporting and confidence interval charts. This adds a clearer workflow for evaluating variant performance and rollout behavior.

Improvements

  • Added agent traffic control and experiments in the deploy UI, with variant comparisons, pivot-style reporting, and confidence interval charts.
  • Added chart drilldowns, fullscreen views, richer comparison tables, and more flexible layout controls in analytics dashboards.
  • Added one-touch resolution metrics and efficiency views to workforce analytics dashboards.
  • Added delayed async execution for Run Flow nodes, with clearer flow editor labeling and better empty-result handling.
  • Added configurable unavailable and out-of-hours call messages, plus a richer incoming-call modal with inbox handoff.
  • Added conversation search to Applied Assistant and simplified it to a single sidebar entry point.
  • Added CSV import for knowledge base articles in the admin UI.
  • Added conversation tag support across filters, analytics, and conversation mutation flows.

Fixes

  • Attachment handling now skips unsupported or generic file types more safely instead of failing AI requests.
  • Fixed Zendesk escalation attachments to upload with the correct file content type.
  • Fixed phone call start tracking, transcript speaker mapping, and inbound dial-status fallback handling.
  • Fixed branch node editing and connection routing in the flow builder.
  • Fixed current-team selection in the admin team/shop switcher.
  • Reduced typing lag in connector content search.

Echo handles IVRs and voicemail more reliably

This week includes more reliable Echo IVR and voicemail handling, faster analytics dashboard setup, stronger voice testing tools, and new flow-building capabilities.

Echo handles IVRs and voicemail more reliably

We improved Echo’s handling of phone trees and voicemail to better distinguish IVRs, keypad prompts, and live conversations. This should reduce misclassified calls and make the handoff from IVR navigation to an active call smoother for voice teams. We also added richer IVR reasoning and logging to make call behavior easier to review.

Improvements

  • Added dashboard templates, import/export, and a conversion analytics template.
  • Improved dashboard chart editing and responsiveness, and added comparison tables, note cards, and expanded speed and workforce views.
  • Added a Memory node for flows to store and retrieve scoped data during execution.
  • Added inbound and inbox-based voice testing controls with direct entry into live conversations.
  • Added Product content editing with richer Shopify-backed metadata and updated recommendation cards.
  • Added assignee selection to the mutate_ticket flow node.
  • Added built-in analytics metrics for chatbot loads, opens, conversation starts, and suggestion clicks.
  • Added a "Last week" preset and clearer filter pill formatting.
  • Increased sandboxed code execution timeouts to 2 minutes and retry on sandbox timeouts.

Fixes

  • Fixed a permission issue that could block voice inbox testing for privileged users.
  • Fixed exact-match responses so HTML formatting is preserved and embedded images render correctly.
  • Fixed saved ticket tags loading in the mutate_ticket flow node.
  • Fixed chatbot widget behavior in full-page layouts and cleaned up chat button badge handling.

Expanded analytics dashboards and workforce reporting

Expanded analytics reporting and dashboards, plus workflow API additions, assistant updates, and reliability fixes across the dashboard and analytics experience.

Expanded analytics dashboards and workforce reporting

Analytics now includes agent-level satisfaction and speed views, improved time-based filtering, and a refreshed dashboards experience with richer chart editing and filtering controls. We also improved the reliability of dashboard metrics and conversation-speed reporting. Users should see more consistent results across workforce and dashboard analytics views.

Improvements

  • Refreshed analytics dashboards with richer chart editing and filtering controls.
  • Added agent-level workforce analytics for satisfaction and speed.
  • Expanded orchestrator APIs for workflow schedules, including retrieval, triggers, updates, and backfills.
  • Email agent flow nodes now support Cc and Bcc recipients.
  • Conversation flows now support auto-reply handling.
  • Applied Assistant can search knowledge base and help center content.
  • Applied Assistant can render bar chart analytics directly in chat.
  • Knowledge base update approvals now show richer review cards.
  • Added a variables navigation menu in the flow builder.
  • Custom connectors can send HTTP requests with an HMAC header.

Fixes

  • Improved dashboard navigation menu placement and spacing to reduce clipping.
  • Flow analytics now better respects filters in analytics mode.
  • Flow analytics is less prone to accidental edits while reviewing analytics.
  • Improved timezone handling in workforce analytics filters.
  • Fixed dashboard rate metric errors in analytics dashboards.
  • Improved reliability for echo outbound workflows during long queue waits.
  • Fixed conversation-speed analytics queries.
  • Applied Assistant markdown now shows cleaner heading spacing.