Customer-visible changes only, in plain language. The infrastructure work — the connection pools, the edge tuning, the migrations — is most of what we actually do, and leaving it out is what makes the rest of this readable.
Feature pages for live chat, voice, the shared inbox, live visitors, routing and the widget; use-case pages for the four kinds of team who run us; and an FAQ. Until now the site sold a chat box and said nothing about calling or email.
See the featuresThe developer docs advertised an identify() call, an on('ready') hook and a webhooks settings screen. None of them were ever built. They are gone, the real three-method API is documented in their place, and the roadmap now says “coming soon” out loud instead of in a docs page.
Fixes to outbound sending on connected mailboxes, so a reply that left the composer actually reaches the recipient’s server.
Shared inboxWhich geolocation provider resolves a visitor’s country used to be implied by two independent switches that could disagree. It is now a single declared policy, validated when the app boots — so the country on a live visitor comes from a provider you chose.
The larger dashboard lists now bound their queries rather than reading everything and paginating afterwards.
A domain can now exist purely to carry a mailbox. If you want the shared inbox on an address whose website does not run chat, that is no longer a contradiction.
Shared inboxA companion app for agents and admins — conversations, calls, live visitors, the shared inbox, and the workspace settings you reach for when you are not at a laptop. In private beta; ask us for access.
Mobile appPresence went to a fast lane, a visitor with eight tabs open now sends one heartbeat rather than eight, and fabricated-client traffic is turned away at the edge. Real visitors appear on your dashboard; floods do not reach your agents.
Live visitorsIt used to need the ticket reopened before it would let go. It now clears live, as it always should have.
An admin page listing every address that has asked you to stop emailing them, and a pre-chat opt-out that feeds straight into it. The suppression is enforced server-side, not as a UI convention.
Someone navigating between pages on your site was briefly dropping off the list and reappearing. Navigation now carries a grace period, idle time is accurate, and every genuine visitor shows up immediately.
A search filter in the domain picker, a tab strip that fits the width it has, and a “New msgs” pill that sits where you can actually see it.
The online/offline verdict now respects your business hours from the very first frame, instead of showing “online” for a moment outside your opening times.
Widget & brandingType / in the message box to search your team’s canned-response library and insert one mid-sentence.
Hold, decline, a ninety-second ring before a call counts as missed, a missed-calls count and filter in the sidebar, and the visitor’s email on the call bar so you know who you are speaking to.
Voice callingA visitor can now call you from inside the chat they are already in — browser to browser, no phone number, no install, no per-minute bill. Gated by your plan and then by your own opt-in, so no call button appears by surprise.
Voice callingA pinned “Ask a question” button on the history screen and a clear way back to the list, instead of a chevron that moved depending on where you were.
The ended-chat screen now offers “Start a new chat” rather than leaving the visitor to work out how.
Order lookup gained a readable per-domain endpoint and an editable base URL, so pointing us at your order system stopped needing an internal ID.
IntegrationsThis log begins in June 2026. The product is older than that — we simply were not writing changes down for anyone outside the team before it, and back-filling a year from memory would produce a nicer page and a less honest one.
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