A better editor, and a view for the conversations you follow

This release is mostly about writing. Articles and replies both get meaningful upgrades, and we've brought back a proper place to track the conversations you're part of even when you're not the assignee.

A slash command menu

Typing / inside the article editor now opens a command menu for headings, bold, italic, strikethrough, code, lists, and tables. It's a small change, but it removes a real friction point you can insert a table without needing to type a paragraph first, and keyboard-first writers can stay on the keyboard.

Resize the reply editor

The reply editor can now be resized up to about half the screen height. Drag the handle, or click the expand button to grow it inline. The old modal-based pop-out is gone; the same button now expands the editor in place. When you're drafting a longer reply or reviewing a customer's thread alongside your response, you have the room to do it without losing your place in the conversation.

Participating view

There's now a Participating tab under Conversations. It shows the conversations you're a participant in tickets you were looped into, left a private note on, or are watching without requiring you to be the assignee. If you've been stitching this together with filters, you can stop. The realtime updates are scoped so you only see events relevant to that view.

Edit contact details inline

You can now update a contact's name, email, phone number, and other details directly from the sidebar — no modal, no detour. Click the field, edit it, done. It's the kind of small thing that adds up when you're fixing typos on customer records all day.

Other updates

Assignment and automations

• Assignment v2 is now the default for new accounts.
• Agent capacity policies accept a conversation_limit of 0, which excludes an agent from auto-assignment while keeping them available for manual routing.
• Automations can filter on private notes as a condition.
• New "last responding agent" option for the assign-agent action.
• Macros and automations got explicit "remove assignment" actions so you don't have to clear them manually.

Captain and AI

• Custom Tools are exposed in the product with paywall support, so Captain can call into the external APIs you define.
• The V2 handoff flow now displays the handoff message to the customer.
• AI summaries respect the account's language setting.
• Groundwork shipped for document auto-sync so knowledge stays fresh without a manual refresh.

Webhooks and agent bots

• Webhooks are now signed for the API channel and agent bots, so receivers can verify authenticity.
• The conversation_updated webhook includes changed_attributes.
• conversation_status_changed is properly dispatched to agent bots.
• Payloads no longer carry stray markdown hard-break backslashes.

Contacts and inbox UX

• Contact information can be edited inline from the sidebar — no more bouncing into a modal to fix a phone number.
• Bulk select in conversation lists is limited to what's visible, which matches what people expect.
• The sidebar's active-route highlight is more accurate for nested pages.

Helpcenter

• Articles can be created with just a title.
• The title commits on blur rather than on a debounce timer, which removes a class of "I navigated away and my article didn't save" issues.
• The editor no longer resets content while you're still typing.

Email and channels

• Inline images in agent signatures are stripped before send, which prevents a layout issue some customers saw.
• Support email validation is stricter and parse errors in the mailer are handled cleanly.
• IMAP fetch handles IO errors instead of crashing the job.
• Incoming emails respect the app's text direction for RTL accounts.
• WhatsApp messages from blocked contacts are dropped at ingestion.

Reliability

• A counter-cache on tags was causing label deadlocks under load and has been disabled.
• Concurrent writes to custom_attributes no longer clobber each other.
• System API key failures log less noisily.

Translations

• Zh-TW coverage and quality improved.
• A pair of zh/zh_CN assignment message translations corrected.

We’ve officially released v4.13.0. You can read the full technical changelog on GitHub Discussions → v4.13.0