What's New

• Switch templates without leaving the builder: A new icon in the Email Builder's top tray opens the Template Library modal, so you can browse, search, and apply a different template to your current email.
• Replace with confirmation: Applying a new template replaces the content on the canvas. If your email already has content, you're asked to confirm before anything is replaced.

Why This Matters

Previously, a template could only be chosen when an email was first created – switching meant exiting the builder, picking a new template, and starting over. This was a common enough pain point that a notable share of users were re-creating emails from scratch just to get a different template. Now you can switch templates in place, without losing your work until you confirm the swap.

How to Use

1. Open the Design editor Email Builder.

2. Click the template switch icon in the top tray.

3. Browse or search for a template in the modal.

4. Select a template and confirm to replace the existing screen

Notes

• Only available in the design editor for email builder for now. Future releases will cover other use cases as well
• Will be soon available for other builders as well

Your AI agent Action in workflows can now live on its own page. Turn on a hosted chat page inside the AI Agent Action, share the link, and your customers chat with the agent directly. No website, no widget, no code.

What's New

• Hosted Chat Page: Every AI Agent Action can get its own shareable link from the Share section.
• Verified Visitors: Visitors sign in with their email and a one time code. The email must belong to an existing contact in your account.
• Page Appearance: Set a display name, avatar initials, and a welcome message that visitors see first.
• Suggested Prompts: Add quick replies so visitors can start a chat with one click.
• Unavailable Message: Choose what visitors see when the page is offline.
• Offline or Live: The page stays offline until you switch it on. Preview it before you share it.
• Full Chat Experience: Visitors can type or dictate, start a new chat, and come back to past chats in the sidebar.
• Agent Chats: See every session in one place, with each message, the tools the agent called, and the tokens used.

How to Use

1. Go to Automation > Workflows.
2. Open your AI Agent Action.
3. Scroll down to Share and click Set up shareable link.
4. Add the display name, avatar initials, welcome message, suggested prompts, and unavailable message.
5. Click Create link.
6. Publish your workflow.
7. Switch the Hosted chat page from Offline to Live.
8. Click Preview to open the page as your customers see it.
9. Share the link.
10. Open the agent chats from the Share section to review each session.

Important: Each visitor reply is billed like an AI Agent execution in your workflow. The link stays offline until the workflow is published.

Worked Example: A Support Desk That Never Closes

The goal is a support page where customers handle their own tickets.

The AI Agent Action gets one instruction ("you are an assistant for a software company") and the ticketing actions as tools: find a ticket, add a note, create a ticket, and more.

On the shared page, a customer signs in and asks "What's the status of my ticket?" The agent finds the ticket and answers with its status, owner, and last update. The customer then dictates two new bugs. The agent adds them to the ticket as a note. Then the customer asks for a separate ticket, and the agent creates it.

Why This Matters

An AI agent used to work only inside your workflow. Now your customers can talk to it directly.

Self service: Customers get answers and take action on their own, at any hour.

Any use case: Ticketing is one example. Share any agent you build, from support to bookings to lead qualification.

Full visibility: Every session, every tool call, and every reply is there for you to review, so you always know how your agent performs.

Good to Know

• Only verified visitors can chat. A visitor must already be a contact in your account.
• AI replies can be wrong. The page shows this note to visitors.

Overview

You can now search for any word or phrase across your Conversations inbox, and within a single conversation. Until now, finding a specific message meant scrolling through the thread manually or guessing which contact had said it, and as accounts grew this became slow and unreliable. With keyword search, you can pull up the right conversation and jump straight to the exact message in seconds.

What’s New?

We’ve introduced keyword search at two levels in Conversations.

• Cross-conversation search lets you find every conversation where a word or phrase was mentioned. Type a keyword in the search box and results appear as you type, with the total count and a preview of the matching message for each contact, keyword highlighted. Click a result to open that conversation at the match. The same search box also accepts a contact name, email address, or phone number.
• In-conversation search lets you find a specific message inside one contact’s thread. Every match is highlighted, a counter shows where you are (for example 6/6), and up / down arrows jump between matches. If you arrive from a cross-conversation search, the keyword is already filled in.

Results can be narrowed with filters for Date range, Channel (Email, SMS, Facebook, WhatsApp, Instagram),Direction, Owner, Has attachments and Followers. For example, if a customer mentioned a competitor’s name last week but you can’t remember who, search that name across the inbox and open the right thread immediately. Or if you’re in a long conversation and need the price you quoted, search the amount and jump directly to it.

How to Use

• Go to Conversations. Click the search icon at the top of the conversation list on left nav bar.
• Type a keyword, name, email, or phone number. Results appear as you type.

• Click a result to open the conversation at the matching message.

• Inside a conversation, click the search icon in the header to search within that thread, and use the up / down arrows to move between matches.

• Use the filter icon on the results list to narrow by date, channel, attachments, direction, owner, or followers.

Why It Matters

This helps teams find past context fast, whether it’s a quoted price, a promised date, a complaint, or a product mention, without scrolling or relying on memory. Keyword search was one of the most requested features on our Ideas Board and a recurring theme in customer feedback, and it brings Conversations in line with what users expect from any modern messaging inbox.

Start workflows automatically when a new association connects CRM records. Use the associated object and relationship label to decide when follow-up should begin.

What’s New?

• All CRM record types: Works with Contacts, Opportunities, Custom Objects & Companies.
• Three workflow types: Available in standard workflows, Custom Object workflows, and Company workflows.
• Relationship filters: Choose the associated object and association label to control when the workflow runs.

Why This Matters

A new relationship can be the signal to act. Notify the team when a buyer is linked to a property, create a follow-up task when records are connected, or start an onboarding process.

How to Use

1. Enable Association Created Trigger in Labs.
2. Go to Automation > Workflows and open a supported workflow.
3. Add the Association Created trigger.
4. Under Association created with, choose the associated object. Click Add filters to add an Association label filter and choose the label.
5. Save the trigger, add your actions, and publish.

Pro Tips

• Start with the record that should enrol: Choose its workflow type, then configure the associated object.
• Use labels for precise follow-up: Target the relationship role that matters to your process.
• Validate with a new association: Create a matching link after publishing and check Enrollment history and Execution logs.

Learn more – Support doc

Automate SMS reminders and follow-ups from the workflows managing your records. Send SMS to Contacts associated with a Custom Object record or Company, with recipients selected by relationship label. Combine record fields with recipient fields for contextual communication.

What’s New?

• Send from record workflows: Add Send SMS to Custom Object & Company workflows.
• Choose the right Contacts: Select association labels and choose all, the most recently associated, or the earliest associated Contact where available.
• Contextual communication: Combine enrolled Custom Object or Company fields with recipient Contact fields to personalise each SMS with the relevant record details.
• Compose or reuse: Write a message or select an SMS template.
• Review delivery results: Open Statistics for action-level delivery statuses and recipient results.

Why This Matters

Keep record updates and customer follow-up in the same automation. Combine record details with recipient personalisation for contextual renewal reminders, service updates, and account messages.

How to Use

1. Enable the Send SMS action in Labs.
2. Open a Custom Object or Company workflow under Automation > Workflows.
3. Add the Send SMS action.
4. Choose SMS recipients: all associated contacts, the most recently associated contact, or the earliest associated contact. Then choose one or more association labels.
5. Select a template or write your message. Combine Custom Object or Company fields with recipient fields using the custom value picker.
6. Save the action, review the workflow, and publish when ready.

Pro Tips

• Company label combinations: Combining Primary Company with another label uses All associated contacts.
• One message per matching Contact: Contacts under multiple selected labels receive one SMS from the action run.
• Check results after a run: Open Statistics on the action to see which Contacts received the SMS.

Learn more Support doc