Sending a reply or note in the Inbox composer no longer clears what you've typed in the other pane. Reply and note drafts are now preserved independently, so you can freely switch between them without losing your work.

No changes to your setup are needed. This works automatically in the Inbox composer.

Measuring how long tickets take to resolve just got more accurate. Two new metrics are now available in the Tickets dataset for custom reports:

• Ticket time to resolve (office hours) — calculates resolution time using your workspace's default office hours schedule
• Ticket time to resolve (team office hours) — calculates resolution time using each assigned team's specific office hours schedule

No more inflated resolution times from nights and weekends. Find them under Reports → New custom report → Tickets dataset.

Teammates can now rate translated messages directly in the Inbox. Hover over the translation toggle on any translated message to give a thumbs up or thumbs down.

Ratings can be updated anytime — tap the same thumb to remove, or the opposite to change your feedback.

Export any side conversation with all messages and timestamps included - no more copy-pasting workarounds or missing information.

Whether you need complete records for compliance, want to loop in stakeholders, or just need a full paper trail, you'll get the entire thread in one clean export.

Email notifications for side conversations now link directly to the parent conversation with the side conversation panel open; no more searching your Inbox to find the right thread.

Side conversations also update in real-time, so you'll always see the latest replies without refreshing.

Stop scrolling to find what's about to breach. You can now sort and filter your inbox by more SLA metrics, so it's easier to know which conversations need attention first.

• Sort by individual SLA metric: First Reply Time, Next Reply Time, Time to Close, or Time to Resolution
• Sort by combined Reply SLAs to surface whichever reply deadline is closest
• See timers at a glance; each conversation card and table column shows the relevant SLA timer, and the sidebar displays all active metrics together

Keep your internal notes accurate without needing to delete and restart. Teammates can now edit notes they've already posted in a conversation — just click the edit icon, make your changes, and save.

• Edit your own notes directly from the conversation stream; across conversations, tickets, and side panels
• "Edited" indicator with timestamp keeps your team informed when a note has been updated
• Controlled by permissions; editing notes is managed through the "Can edit notes" teammate permission

Conversations that unsnooze no longer get stuck with teammates who are away. A new setting for Balanced assignment teams can automatically reassign unsnoozed conversations when the current assignee is set to Away or Away & Reassigning. Now they can be picked up by someone available, without manual triage.

Enable it in Settings → Inbox → Assignment → General settings.

You can now view the full version history of your workflows, preview past versions, and roll back to a previous version — all without leaving the workflow editor.

What's new:

• Version history panel: Browse all saved versions of a workflow, with details on who made each change and when.
• Preview past versions: Click any version to preview it directly in the editor alongside your current workflow.
• Rollback support: Restore any previous version for Live and Paused workflows. Rolling back doesn't overwrite your history - it creates a new draft based on the version you selected, so nothing is ever lost.

Your team can now pin a default outbound phone number, so every call and callback goes out from the right line — no more switching numbers before dialling.

Teammates can pin their own default directly in the dialler, and admins can set a workspace-wide fallback in Settings > Phone Calls. The system picks the best number automatically: teammate default first, then workspace default, then existing behaviour.

This also extends to callbacks. Enable "Use default outbound number for callbacks" in Settings, and callbacks will follow the same logic — so customers always see a consistent number, even when being called back by a different teammate.