Faster agents, cohorts in program runbooks and a Training Center

Workflows

Faster agent responses — Agent response times have improved following an upgrade to priority processing.

Import (copy) and export (paste) agents — You can now export agent configurations and re-import them as new agents, making it easier to duplicate workflows and move agents across environments (currently available to super admins).

Platform

Improved email management in the inbox — You can now manage email recipients directly within the Conversation inbox, including reply/reply all and editing the “To” field.

Preferred name personalisation tags — New personalisation tags for preferred first name, last name, and full name, with fallback logic if a preferred name isn't set.

User settings enhancements — the user settings page now supports viewing Customer Support users, viewing inactive users via an “Include inactive” toggle, and reactivating inactive users without contacting support.

Runbooks

Cohorts in Program runbooks — you can now use cohorts within program runbooks, enabling you to reuse the same workflow for different groups without rebuilding each time.

Improved feedback on manual assignment — you'll now see a notification if users are already assigned when manually assigning them to a runbook.

Service Desk

Training Center: a new dedicated view for corrections allows you to manage them more effectively, including enabling, searching keywords, disabling, and archiving corrections.

Playground: Add test users — ability to create “Test users” with predefined properties to test the agent's behaviour in different circumstances.