Required Attributes on Resolution

Agents can now be required to fill in specific custom attributes before resolving a conversation. If anything is missing, a modal prompts them to complete it the conversation stays open until they do.

This is useful when your team needs structured data at close — a resolution reason, issue category, or anything else that feeds into reporting. Without it, these fields tend to get skipped when agents are moving fast.

It works across all attribute types and applies to bulk-resolve too. Conversations with missing attributes are skipped, and the agent is told why.

Please read more about this feature here

This is an Enterprise feature.

Other Improvements

• Fixed article heading permalinks in the Help Center to use safe DOM manipulation, preventing potential rendering issues.
• Preserved ordered list numbering in WhatsApp messages — previously, numbered lists could lose their formatting when sent.
• Improved contact search performance by querying account contacts directly, reducing unnecessary database load.
• Simplified the signup flow by reducing the number of input fields on the registration page.
• Throttled agent_last_seen_at updates to reduce database writes — this was triggering on every conversation view and adding up at scale.
• Added infinite scroll to the contacts search page, so results load progressively instead of requiring manual pagination.