Aug 28, 2025
Quality-of-life improvements and polish
This update focuses on behind-the-scenes improvements, visual fixes, and smoother workflows across the app. While there are no major new features, we’ve tackled a wide range of small issues and enhancements that should add up to a noticeably better experience.
Improvements
Preserved email input when creating a new customer
Added support for deleting knowledge sources
Improved support for the
CHATchannel in thecreateThreadmutationMS Teams improvements:
Support for MS Teams added to reporting
Indicate and link to MS Teams attachments we failed to process
Create a thread in Plain when a customer replies to a user message in MS Teams
Added shortcut to open thread in MS Teams (
o)Support more markdown formatting in messages from and to MS Teams
Changed sentiment filter label to CSAT Sentiment
Action bar layout updated for more compact spacing
Updated stroke width of escalation icon to match other icons
UX improvements on the Help Center access page
Adjusted inline code styling for better visual alignment
Updated the main navigation styling for items like Support, Insights, and Help Center
Improved reporting navigation – now in the side menu
Chart data points in reporting are now clickable and link to thread lists
Added shortcut for escalating a thread using
X(because... eXcalating)Refreshed the shortcut help panel:
Added newer shortcuts
Removed outdated ones
Reordered to highlight the most useful
Team icon is now available in saved views
Correct cursor now shown when hovering over messages in the timeline
Added support for Slack installs by enterprise users across multiple workspaces
Bug Fixes
Email verification warning now shows the correct name
Links in the CMD + K menu no longer break
Creating a chat without a
tierIdno longer throws an errorCancel button works as expected in the "Are you sure?" modal in the Help Center
Reporting charts no longer break when there’s no data to display
Search input in tables is now readable in dark mode
Visual bugs in the note input have been cleaned up
AI no longer overrides thread fields set manually via the app or API
Reporting now respects the correct start period - no more extra day or week
Last data point in reporting no longer incorrectly shows as zero
Hourly and daily reporting views now match up properly for single-day ranges
Status text in the composer stays on a single line on smaller screens
Designed, built and written by
Elise Hein
Engineering
Nico Domino
Engineering
Andrew Blaney
Engineering
Mitchell Petrie
Design
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