More reliable replies and clearer conversation controls
October 13, 2026
Approved draft replies now send correctly during a staff email’s undo window, and reopened conversations regain working reply buttons. Slack routing chooses channels more accurately, escalation answers appear before the email form, and agent reviews consider later staff messages.
Summary
- Approved drafts send reliably during the email undo window.
- Escalations show answers before requesting the customer’s email.
- Order cards use three lines and one Actions menu.