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What’s new.

Everything shipped, month by month. Subscribe from the resources page to get it once a month.

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September 2026
InboxAgentInsights

Inbox 2

The helpdesk, rebuilt for a team of AI and humans — 60+ improvements shipped over the quarter, plus three new modules.

  • Slack side conversations — start a thread in any channel from the conversation; summaries flow back.
  • Delayed and undo send with a configurable window on every channel.
  • Editable notes with audit history.
  • SLA sorting in every view; away mode reassigns open work automatically.
  • Assignment limits per rep and priority lanes for VIP tiers.
  • Company metadata (plan, ARR, region, custom fields) as view filters and columns.
  • Monitors: custom scorecards and 100% coverage by risk, volume or channel.
  • Workforce: forecasts that include Agent’s share of volume; automated scheduling (early access).
August 2026
Phone

Phone, properly

Eleven phone updates from teams who moved their voice support onto the platform.

  • Warm and cold transfers with notes attached.
  • CSAT surveys on outbound calls.
  • Per-brand phone numbers and default outbound numbers.
  • Recording consent prompts by region.
  • Quick replies stored per team; call metrics in reporting.
July 2026
DataAPI

Data foundations

Ten updates that make your conversation data easier to move and trust.

  • Data connectors with pre-signed URLs and OAuth for Snowflake, BigQuery and Redshift.
  • Execution results API — every action Agent takes is queryable.
  • Health metrics and activity-log events in the public API v2.15.
  • Azure Blob storage for attachments; Shopify onboarding in under ten minutes.
June 2026
Insights

Real-time issue detection

Conversations describing the same failure are grouped as they arrive and surfaced with severity and impact.

  • Automatic grouping by meaning — no tagging required.
  • Contextual alerts with affected plans, regions and sample conversations.
  • Push a workaround to Agent and notify affected customers from the alert.
In progress
Coming soon

Already underway

What’s shipping next quarter.

  • Copilot 2 — a leap in draft quality and coaching, built on the same procedures Agent runs.
  • New mobile app — completely rebuilt for reps who work away from the desk.
  • New channels — Telegram and Microsoft Teams, so every conversation lands in one place.

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