Highlights

Mark conversations as done without sending a reply

When a customer thread needs no response, agents can clear it from My Turn with a single Done action instead of sending an unnecessary message. The chat stays open for context, and the inbox updates immediately.

• Clear threads that do not need a reply straight from the inbox.
• Keep the selected conversation open while the work queue updates.
• Reduce clutter in My Turn and avoid accidental customer messages.

Get better answers from organization knowledge

Search now matches both the original question and helpful keywords, making it easier to find the right knowledge article, answer, or policy when names, acronyms, or IDs matter. That means faster replies and fewer missed matches in chatbot and knowledge workflows.

• Finds more relevant results for short phrases, numbers, and specific terms.
• Keeps search natural for agents and customers without changing how they ask questions.
• Helps teams answer from the right internal knowledge faster.

Admin is now available on Android

Teams can now use the Android version of Admin on supported devices, making it easier to stay on top of customer work away from the desk.

Features

• Keep the chat launcher where you placed it
  • Your launcher position stays saved after navigation and reloads.
  • If you never moved it, the app still uses the default starting position.
  • Less re-dragging means a smoother admin workspace.

Bug Fixed

• Hidden tags no longer reset the active conversation — Changing a conversation to hidden or visible now updates the list without kicking agents out of the thread. The current chat stays open, so you can keep working without a refresh-like reset.

Keywords: AI inbox, customer conversation management, mark conversations as done, knowledge base search, hybrid search, organization knowledge