New Features

SMS Channel Setup and Number Management

Admins can now set up SMS in a more guided way, including a guide to connect Twilio credentials and completing SMS configuration with clearer steps.

• You can now view available Twilio numbers, connect them to a specific client in the platform, assign how each number is used, and manage connected SMS numbers from one place.

• Admins can disconnect an SMS number from the organization with clearer visibility into how that change affects existing conversations.

• SMS number management includes 10DLC status visibility, so teams can understand whether a number is approved, restricted, or disconnected before trying to send messages.

• Agents and Super Admins see clear alerts when a selected phone number is not yet 10DLC approved. The platform now explains why sending is blocked and gives users a clearer path to complete registration instead of leaving them stuck.

Note: 10DLC approval is required for outbound messaging to U.S. numbers. This means inbound messages from U.S. recipients may still come through, but agents won’t be able to reply until the selected number has been approved for 10DLC.

Outbound SMS from Active Conversations

• Agents can now start a new outbound SMS conversation directly from the Active Conversations view, making it easier to proactively reach out without leaving their workflow.

Guided Tours Across Key Pages

• Users now get guided tours across key areas of the platform, making it easier to understand how to manage clients, users, and inbox workflows.

• New guided walkthroughs are now available for the Client Details page, User Management, and onboarding flows, helping teams learn the product in context instead of figuring it out on their own.

Live Chat Downtime Management

• Super Admins can now schedule Live Chat downtime for planned outages or holidays.

• You can also view, edit, and delete scheduled downtimes, making Live Chat availability easier to manage over time.

• Clear empty states now appear when no downtimes are scheduled, so it’s easier to understand the current state and what to do next.

Improvements

• Billing Permissions: Super Admins can now explicitly control who has access to billing through a dedicated Manage billing settings permission in role configuration.

• Billing Details Management: Paid-plan organizations can now view and update billing address, billing contact, and tax ID information more clearly from the billing area.

• Conversation Header Copy Updates: Conversation-ending actions now use clearer labels in the header, making it easier to understand what happens next.

  • End Conversation is now Close Conversation

  • Send transcript is now Send Transcript and Close

  • Discard chat is now Close Only

• Recurring Payment Visibility: Organizations in paid plans now get clearer status information for ACH payments and better notifications when recurring payments fail, helping prevent avoidable service interruptions.

• Agent Guidance During Service Interruptions: When messaging is unavailable, the platform now gives clearer context about why sending is blocked and what action is needed next.

• Conversation Log: Organization users now see client logos instead of user initials in the conversation log, reducing confusion when working across multiple clients. Client Admins and Client Users will continue to see initials.

• Free Trial End Notifications: Free trial users now receive clearer notifications before their trial ends, including reminders about upgrade timing and when account data will be permanently deleted if no action is taken.

Bug Fixes

• Duplicate unsuccessful transfers are now reported more reliably, reducing confusion when the same failed transfer appeared multiple times.

• Arc Browser now redirects correctly to the Mail app during billing and email-related flows.

• Knowledge base links and attachments now load more reliably, including fixes for broken URLs, missing source names, and cases where updates only appeared after a page refresh.

• Invited users and agents now appear correctly across invite flows, transfer lists, and user-management states.

• Platform Activity now shows the correct chat state instead of marking queued chats as active.

• Team management fixes resolved issues with deleting the wrong team and dropdown actions not behaving correctly.

• Billing fixes resolved issues such as country/state mismatches, missing plan icons, banner alignment, and incorrect free-trial state behaviour.

• Campaign and transfer reporting fixes addressed missing timeout visibility and dashboard UI inconsistencies.

• Super Admin access and onboarding flows now behave more reliably, including invite acceptance, checklist issues, and permission-related edge cases.