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A BIG WALL OF IMPROVEMENTS

We've been busy building, so instead of a full write-up, this one is a long list of small improvements you've been asking for. We call these sand updates. Not a big rock or a pebble, but pour in enough and it fills the gaps. More is on the way.

Voice AI improvements

  • At launch, voice AI sounded robotic. That's fixed, and it now sounds the way you'd expect. If you tested it early, try it again!

  • Voice AI is out of beta

  • It stays in the caller's language

  • It reads the recording notice in its own voice

Conversation merge

The new conversation merge is now available for everyone.

  • Merge a chat, WhatsApp, call or social conversation into the customer's email ticket. Replies go out by email.

  • New messages on the old channel land in the same thread after a merge

  • When the same customer has an open email ticket and starts a chat or DM, a "Possible duplicate" banner shows on the ticket. Merge in one click or dismiss it.

  • Search by name or message text when picking a ticket to merge into. The customer's other email tickets are suggested.

  • See which ticket is kept before you merge. Messages stay in time order.

  • Undo a merge from either ticket or from Cmd+K

Coming next: merging and linking contacts, and suggested matches for duplicate customer profiles.

Audit logs

  • New audit log shows who changed what and when. Find it in Settings → Audit log (admins only).

  • Covers settings, inboxes, guidance, automations and every action the AI agent takes

  • Filter by agent and export to CSV

Choose who gets auto-assigned

Choose which agents get conversations auto-assigned in each inbox. Others keep access without being assigned.

Set it in Settings → Inboxes → your inbox → Collaborators → Auto-assign to.

Reorder the conversation sidebar

Drag the conversation sidebar icons into the order you want

AI agent

  • Guidance drafts: the live AI keeps the old version until you click Save and publish. Playground results match what the AI does after publishing.

  • The AI finds and verifies orders when the customer writes from a different email or types their email in the message

  • Loop Subscriptions: the AI can pause a subscription and change how often it ships (off by default). If it can't find the subscription, it asks which email it's under before handing over.

  • Rivo: the AI can add or remove points, redeem one-time rewards like discounts, and cancel memberships (all off by default)

  • Raise the AI's refund limits yourself, up to 250 refunds and 10,000 a day in your shop's currency

  • The AI can change items on orders that are on hold

  • Less "Ugh" slang in AI replies

  • AI agent → Overview shows resolution, handover and automation rates plus time saved, with 30-day charts and a per-inbox breakdown (paid plans)

  • Changing a guidance adds a marker to the Overview charts, so you can see the effect

  • Performance card for each guidance, an Improve mode and suggested opportunities on the Overview

  • AI replies waiting for approval use the customer's latest message and the current order, in the right language

  • Custom actions accept {{variables}} in the URL path

  • The custom actions log marks failed calls, including ones that only worked on a retry

MCP

Channels and integrations

  • Loop Subscriptions works across several Shopify stores, and phone-only contacts show their subscriptions in the sidebar

  • New Intercom importer for conversations, saved replies, contacts and tags (Settings → Import)

  • WhatsApp voice notes play in the conversation, and incoming WhatsApp messages arrive faster

  • Automation rules can target Facebook comments and ad comments, for example to close them automatically

  • Phone inboxes catch automated verification calls, like a WhatsApp registration code

  • Gorgias imports bring over photos and files on messages

Inbox and conversations

  • Search finds conversations by attachment file name

  • Agents idle for 15 minutes go offline automatically, so calls and chats stop routing to them

  • Emailed conversation transcripts show the name and email address for each message

  • Auto-translate is more reliable with excluded languages

Customer portal

  • Shoppers see the tracking number next to each fulfilled order

  • Drag articles into the order you want inside a category

  • Turning off the hero, search, breadcrumbs or navigation hides them on your live help center

Reports

  • New first contact resolution (FCR) widget for custom dashboards

  • Contact reasons report is more complete. Chats without a reason get one, and unreviewed AI suggestions, opt-outs and playground conversations are left out.

  • Pending counts in reports and the workload tile are more reliable

  • The social comments chart uses your timezone

  • Agent drill-downs, the daily report, auto-label counts, CSAT and agent filters and the Conversation Traffic export are more reliable

  • Tooltips explain who gets credit for a resolved ticket

Settings

  • Search in Settings to find any setting and jump straight to it

  • Usage & billing shows up to 12 past billing cycles with conversations, AI replies, drafts and voice minutes

Smaller improvements

  • Long drafts stay put when you switch conversations

  • Bounced replies are marked as bounced with the reason, and a blocked address unblocks once the customer emails in again

  • Resolve pending and snoozed tickets in one click, also from Cmd+K

  • Addresses pasted from the sidebar keep their format

  • Gmail signatures with images are more reliable

  • The Klaviyo and Shopify syncs are more reliable

  • Smoother calling for ported numbers and same-country calls

  • Easier proof uploads when porting a number

Questions or need a hand setting any of this up? Reach out in chat.

If you like what we are shipping, don't forget to leave a review to the appstore 🤝: https://apps.shopify.com/commslayer#modal-show=WriteReviewModal

Have a great weekend!

-Karri / cofounder