A clearer chatlist, and a faster help center

This release touches two parts of the product where small frictions tend to add up: the conversation list agents stare at all day, and the help center their teams have to keep current.

A new expanded layout for the chatlist

The conversation list has a new expanded layout that gives each row more room to breathe. Subjects, labels, assignee, and the most recent activity now sit comfortably together instead of being squeezed into a single dense line.

It's most useful for teams that triage from the inbox itself picking the next conversation to handle, scanning for unread customer replies, or sorting through overnight backlog.

The previous compact layout is still available for agents who prefer to see more conversations at once. You can switch between layouts from the chatlist itself, so different agents on the same team can pick what works for them.

Article translation in the help center

You can now translate a help center article into another language directly from the editor, using the LLM behind Captain. The translation lands as a new locale variant of the same article, ready for review before publishing.

This is for teams maintaining a help center across several locales who don't want to round-trip every change through a separate translation tool. Edit the English article, click translate, pick a target locale, and the translated draft is created for you.

Bulk actions for help center articles

The help center now supports bulk actions on articles. Select multiple articles from the list view and apply changes in one step translate them into another locale, change their status (published, draft, archived), or delete them.

This makes routine maintenance much less tedious. Archiving an old set of release notes, moving a batch of drafts to published after review, or translating a category of articles at once now takes a few clicks instead of opening each article in turn.

Other updates

Captain & AI

• Document sync now runs as a background job, so larger knowledge sources don't block the UI.
• Auto-sync can run on a schedule, keeping knowledge sources current without manual re-imports.
• FAQ generation is more reliable.
• Captain is now datetime-aware when reasoning about scheduling or time-sensitive questions.

Editor and composer

• Pressing Ctrl+Enter to send on Windows no longer leaves a stray line break in the message.
• The template picker dropdown no longer gets clipped inside the compose form.
• Pressing Escape no longer accidentally pops open the formatting toolbar.

WhatsApp, Slack, and channels

• WhatsApp campaigns now support variables, so the same campaign template can be personalized per recipient.
• Fixed a race condition where concurrent uploads on WhatsApp could spawn duplicate conversations.
• Slack bot interactive responses now sync back correctly.
• Slack emoji shortcodes (:tada:) render as unicode characters in the conversation view.

Email

• Parentheses in the From header are now sanitized to avoid SMTP 553 rejections.
• Outgoing email messages preserve single newlines instead of collapsing them.
• Oversized signature images no longer break the rendered email.
• Outbound message subjects are now properly indexed for search.
• Conversation continuity for email is gated behind the inbound_emails feature flag for cleaner rollouts.

Contacts and data import

• CSV import strips a leading UTF-8 BOM before parsing.
• CSV exports prepend a UTF-8 BOM, so contact files with non-ASCII characters round-trip cleanly through Excel and Google Sheets.
• Fixed two related bugs where contact country was incorrectly defaulting to Zimbabwe in the list and search views.
• Standardized the contact company field on company_name so it's consistent everywhere it's used.
• User name validation is a little stricter on save.