conversationsorganizationchannels
Ended conversations wrap up cleanly, and fewer surprise sign-outs
Ended conversations no longer look live, the Inbox shows a short recap on the conversation itself, and hitting a plan or storage limit no longer signs you out.
Fixed
- A conversation that ended while someone was holding it no longer looks live. Take over and the reply box used to still be offered on a conversation whose session had already timed out, and an operator who had taken one over before it ended could be left holding it indefinitely, since nothing released it. Take over and the reply box are now gone once a conversation ends. If you were the one handling it, Resolve (End session in the dashboard) is still there to close it out, and a takeover left untouched for a day after the conversation ends now lets go on its own. See taking over a conversation.
- Owners and admins can now resolve a conversation a colleague was holding, once it has ended. Previously the conversation just showed as ended with nothing to do about it, so it sat there until it was cleared automatically up to a day later. See taking over a conversation.
- Take over, reply and end-session now tell you when they fail in the dashboard Inbox — a colleague already has the conversation, or it ended underneath you — instead of silently doing nothing.
- Hitting a plan limit or your storage limit no longer signs you out of the dashboard or Inbox. Some upgrade prompts — connecting WhatsApp or Telegram below the required plan, uploading a file past your storage allowance, turning on a feature your plan does not include — were being read as an expired session instead of the message they were meant to show, closing your session and sending you back to sign in.
- The Inbox and dashboard's live conversation stream no longer goes silent after sitting idle. Queue counts, new messages, and takeover status could stop updating until you refreshed the page or reopened the app — the widget's own connection during a live handover is fixed the same way.
Improved
- The Inbox shows a short recap right on the conversation — on its card in the queue list and at the top of the open conversation — in both the dashboard and the mobile Inbox app. It was previously only visible in the Summary column on an agent's Conversations tab. See conversations.