Now you can update contact details alongside conversations so you can stay focused on what matters most—your customer. ✏️ Click a contact’s photo to start editing.
Product updates
The latest ways to simplify support and serve more customers, fresh off the roadmap.
You can now add columns for Customer Properties and Custom Fields to any View on Plus and Pro plans. Bring helpful details like plan type or request type to any view, or even sort and filter columns to stay focused on the right conversations. Check out this article for more details on column management.
Whether you’re dropping a 🎉 for a great reply or a 👀 to signal “I’m looking at this,” now you can keep your team in sync without extra messages. And don’t worry—they’re only visible to your team, so you won’t have to explain that 🔥 reaction to customers. Just hover over a reply, note, or draft and choose your emoji.
Reports just got smarter 🧠 You can now filter reports by company to get a clear view of what’s happening across an entire account. Understand how specific companies are engaging with your team, from conversation trends to key metrics. It’s a simple way to better measure and manage your account-level relationships.
Quickly view transaction history, subscription status, and customer info right from the sidebar. Take action by creating subscriptions and issuing refunds, all without leaving the conversation. Whether you're troubleshooting a failed payment or answering a billing question, the context you need to support your customers is right where you work. Ready to get started? Connect Stripe today.
You can now choose which columns appear in your Inbox and arrange them in your preferred order. Add key details like tags, waiting since, last updated, and more to make the queue your own. Learn how to get started with column management.
Keep an eye on specific customers with the new company filter in Views. Plus and Pro plans can now use it to quickly surface conversations with important accounts or segments. Create or edit a View to give it a try! Learn more about Inbox Views here.
You can now filter conversations in Views by Instagram, Messenger, or AI Answers — making it easier to focus on the conversations that matter most across every channel you support.
You can now choose to include closed conversations in your custom Inbox Views. This gives you more flexibility to track trends, follow up on past issues, or review team activity. Just toggle on or off depending on what you need to see. Your preference is saved per View and browser.
