Context Variables
The Variable Registry is now Context Variables — a clearer screen with labelled columns and a per-row Verified checkbox. A set of well-known variables (user_email, originUrl, name, subject, plus system-managed userId, crmTicketId, and forwarded_email_recipient) is available automatically. On Actions, Secure inputs are now Verified inputs: pick a Verified variable or a static value, and the AI agent cannot override, substitute, or collect it from the conversation. Variable names may also contain spaces, and unfilled variables are no longer passed to the AI.Improvements
- Move tickets between workspaces, preserving shared variables and applying the target workspace’s configuration
- Search tickets by a partial or truncated ticket ID
- The ticket timeline now shows who snoozed a ticket and until when
- Line-based diff view for more precise change review
- Simulator: tools referenced in global guidelines can now be mocked, explanation text renders markdown, and tests require at least one channel to be selected
Bug Fixes
- Chat SDK now isolates its network requests, so scripts on the host page (e.g. Shopify, Magento) can no longer interfere with the widget
- AI Operator: fixed an unclickable button behind the simulator drawer, focus conflicts with the diff view, an internal tool name leaking into chat, and messaging an old chat opening the wrong conversation
- Publishing: the diff view can no longer get stuck in an unrecoverable lost state
- Salesforce email sending no longer fails on malformed sender addresses, and Freshdesk synced tickets now receive the correct closed status
- Responsiveness, translation, and ticket-view performance fixes, plus clearer messaging after the AI hands a conversation to a human
Forward tickets to teams outside Typewise
CS agents can now forward any ticket to an external email address, with replies coming back into the platform as internal notes and the original ticket auto-snoozed. The forward composer includes an emoji picker, editable recipient pills, threaded history, and an “include history” toggle.Adjustable spam rules
The spam classifier now reads per-client free-text rules and your company description from configuration, so admins can tune filtering for their business — flag specific message types, allow certain senders, change tone — without code changes.Improvements
- Simulator tests now invoke the real lookup if the mock field is left empty.
- Freshdesk subdomain field now shows
https://as a visible prefix so admins know it’s appended automatically. - Inbox date tooltips now clarify whether the timestamp is created, updated, or “waiting for customer reply since”.
Bug Fixes
- AI agent correctly routes pure information requests to the real-agent lookup instead of producing a partial handoff.
- Specialist knowledge-source creation now succeeds, and failures are reported to Sentry with the real error instead of a generic 400.
- Knowledge source imports correctly fail for unreachable URLs instead of indexing 4xx/5xx error pages and reporting “ready”.
- MCP/Composio mocked tools are again usable in simulator test runs.
- Stripe MCP tool is now visible to simulator tests (no more always-handoff).
- “Snooze until customer replies” option is again visible in the default snooze menu.
- Diff view shows the action name even when the underlying action has been deleted.
- “Run all tests” no longer fails with “Failed to create test” on existing test suites.
- Real-time change notifications are now scoped to the originating workspace.
- Save button is now disabled when an action or source form has no changes.
- Entity query cache is now flushed on publish, save, and discard so the UI reflects the latest server state.
- Diff view filters out net-zero entity changes so undone edits no longer appear as pending changes.
Faster Knowledge Source Scraping
Knowledge sources now update using a push-based architecture, replacing the previous polling approach. Changes to your connected websites and documents are detected and indexed faster, keeping your AI agent’s knowledge up to date with less delay.Improvements
- Ticket exports are now downloaded as XLSX files, consistent with the Excel export in Insights Hub
- Added an Export button to the CSAT table in Insights Hub, including ticket IDs
- Ignored and spam tickets are no longer synced to connected CRM systems such as Freshdesk
- The changelog now displays entries in a consistent order; timestamps are shown more clearly to avoid ambiguity
- Fixed approximately 15 untranslated UI strings across the platform, improving the German locale experience
Bug Fixes
- Co-Pilot can now correctly access knowledge sources marked as “internal use only”
- Regenerating a Form API key now correctly invalidates the previous key
- Taking over a forwarded email now pre-fills the correct sender address in the “To” field
- Fixed an issue in the Chat SDK where empty suggestions caused an unexpected language input field to appear
- Fixed a bug in the Test Suite where marking a lookup or source as mandatory caused test runs to fail immediately
- “Close conversation” now appears correctly as an action in the Simulator
- The “Transferred to CRM” status message is now shown only after the transfer is confirmed, not when it is first initiated
Magento MCP integration
The AI Agent can now look up orders, products, and customer details directly from Magento while handling tickets, removing the need for manual lookups.MCP error visibility
When an MCP tool fails (expired token, rate limit, or other error), the ticket timeline now shows a clear, human-readable message instead of a generic “AI processing failed”. The AI Agent also recovers from non-critical failures by skipping the affected tool and continuing the request.Improvements
- Webform email replies now use a subject line generated in the end customer’s language.
- Saving an action with incomplete configuration is now blocked, with inline feedback explaining what’s missing.
- Dismissed browser notification permission prompts no longer re-appear.
Bug Fixes
- Valid incoming emails are no longer flagged as spam by the AI spam filter.
- CRM sync failure errors no longer show to agents after a ticket is handed off to a Human Agent.
- Tickets are no longer closed via the Chat SDK when a channel switch occurred.
- The CRM sync failure notification bar now clears once the issue is resolved.
Report-an-Issue widget
Agents and admins can now report bugs or feature requests directly from the platform. The new chat-based reporter captures the description, generates a clean title automatically, supports attachments, and routes everything into Linear. Admins get a dedicated dashboard to track all issues raised by their teams in one place.Improvements
- Auto-reload after entity changes: when you modify a specialist or other entity, related pages now refresh automatically without a full reload.
- Readable names for AI tools: tool calls in the timeline now show human-readable names instead of internal identifiers.
- Super-admin Client Management page: a new page in the Flow Platform consolidates client/workspace administration that previously required two separate platforms.
- Multi-question emails: the AI supervisor now keeps working through every question in the same incoming message instead of stopping after the first one.
- Webform handoff to Salesforce: when a conversation comes from a webform, Salesforce handoff sets the case origin to “Webform” and forwards webform variables.
- PlentyMarkets (PlentyOne) integration: added support for PlentyMarkets as a back-office integration, covering order status lookups, shipment tracking, product catalog search, and a cancellation/refund flow that requires explicit human approval.
Bug Fixes
- Chat SDK variables are read again on new chats (regression fix).
- Resolved an issue where messages would briefly disappear and only reappear after a page reload.
- Remaining hardcoded UI strings in the AI Operator are now properly localized.
- Spam filter no longer incorrectly blocks emails the AI has already processed; you can also un-ignore an email.
- Insights Hub layout now stays responsive when the AI Operator panel is widened.
- Cleaned up Salesforce knowledge base articles that referenced Zendesk-style tags Salesforce doesn’t support natively.
- Images attached when reporting an issue are now visible to admins.
- AI processing failures now hand off to a human agent instead of replying with a generic error.
- Fixed an edge case where, after email verification, an older untrusted email could still reach downstream tools.
- Multi-specialist email handling no longer always hands off to a human when not needed.
- Image upload now gracefully falls back to the original when optimization fails.
Diff View: Review and edit changes before publishing
A new diff view lets admins see exactly what changed before publishing — with word-level highlights for added and removed text across all field types (instructions, toggles, checkboxes, tables). Changes can be edited inline directly in the diff, so there is no need to navigate back to the editor. The view also shows who made each change.Improvements
- Supervisors can now filter the ticket list by specialist, including a link to the filtered view in Insights Hub. The fallback specialist is also shown when enabled.
- The CSAT Evaluation table now shows whether each ticket was handled by AI or a human agent, using the same color coding as the CSAT graphs for easy cross-referencing.
- CSAT exports now include customer comments alongside ratings, giving teams a complete picture of satisfaction feedback.
- Updated the integration documentation to recommend direct script injection over tag managers for more reliable widget setup.
- Fixed an issue where the AI agent asked for confirmation of a manual action that had already been approved, causing duplicate approval prompts.
- The Web Search lookup tool now displays a clean, generic label instead of the full URL, preventing the label from being cut off in the interface.
Bug Fixes
- Selecting additional attachments now adds to selection instead of replacing previous ones.
- Changing specialists in Typewise Internal workspace no longer triggers incorrect publish prompt.
- CRM handoff notifications now follow correct behavior on email channels, matching internal handoffs.
- Spam and ignore detection improved; replies to AI-created tickets are no longer misclassified.
- Layout stability improved in input tables; validation errors no longer shift adjacent fields.
- CSAT survey timing corrected to wait until conversation ends rather than triggering after AI question.
- Newly created users no longer see unpublished changes on first login.
- Tickets are no longer flagged for agent takeover before customer reply.
- Inbox display corrected for tickets with switched channel types; no longer pushed to top of unassigned queue.
- Lookup file preview no longer throws “Not Found” in new workspaces.
- Spam filtering improved to reduce unwanted emails reaching inbox.
- Customer details panel now shows readable workspace names instead of internal IDs.
- Duplicate tickets from single customer interaction prevented.
- CRM handoff emails now respect “Require Human Approval” setting.
- Email subjects now render as readable text instead of MIME-encoded strings.
- Serialization issue on agent response endpoint resolved, preventing production crashes during approval interrupts.
Ticket API
Clients can now retrieve tickets programmatically via a new REST API. This enables integrations with external systems — for example, triggering Trustpilot review invitations for customers with high satisfaction scores.Notification for Live Chat & Urgent Tickets
Agents now receive real-time notifications when a live chat request arrives or an urgent ticket needs immediate human attention. This ensures faster response times for time-sensitive conversations.Improvements
- The AI agent now handles multiple questions in a single email, answering all of them instead of asking the customer to prioritize
- Email templates now include a “Conversation History” heading for clearer structure
- Improved copy text for verified variables to clarify how “Verified” and “Any value” sensitivity settings work
Bug Fixes
- Fixed image attachment processing that caused timeouts and error states
- Selecting a URL and clicking the link button now auto-fills the link field
- Fixed broken “View ticket” links in the Insights Hub flagged content list
- Deleted tickets no longer appear in the inbox
Customer Verification in Chat
Users can now verify their identity directly in the chat widget through a secure email-based verification flow — no login required. This enables businesses to authenticate customers before accessing sensitive data, while keeping the conversation seamless.PDF Export for Tickets
Individual tickets can now be exported as PDF documents directly from the platform. This makes it easy to share ticket details offline for review, compliance, or record-keeping.Custom MCP Integrations
New custom MCP integrations enable AI agents to access external product catalogs and data sources in real time during conversations, making responses more accurate and helpful.Improvements
- Knowledge source creation now uses a cleaner two-step flow: select the source type, then configure it in a dedicated drawer
- Knowledge Hub displays detailed error messages when file ingestion fails, so admins can quickly identify and resolve issues
- Knowledge source configuration shows inline validation errors for invalid input
- Redesigned navigation bar with improved layout and visual hierarchy
- Added the fallback specialist to the Insights Hub filter for more complete analytics
Bug Fixes
- Fixed an issue where multiple tickets were created for a single email conversation thread
- Fixed cut-off text suggestions on mobile viewports
- Resolved a configuration issue with Notion MCP sources
- Fixed special character validation in tool and specialist names
- Fixed incorrect translations in ticket description fields
- Fixed the ‘Add’ button not working when adding multiple include URLs to a knowledge source
Autonomous Ticket Closing
AI agents can now close tickets autonomously once a customer request is resolved — no handoff to a human agent required. This action is configurable per Specialist and enables fully autonomous, end-to-end customer service workflows.Workspaces Support
Organisations can now create multiple workspaces within a single Typewise account, each with its own AI configuration, knowledge sources, and branding. This makes it straightforward for multi-brand companies to manage distinct customer experiences from one central platform.Improvements
- Knowledge Hub web fetch: The Knowledge Hub AI can now retrieve content from external URLs in real time, enabling more accurate responses when a website link is referenced in a conversation.
- Web fetch visibility: Fetch tool calls are now shown in the conversation sidebar, so you can see exactly which URLs the AI accessed and whether the fetch succeeded.
- URL validation in message reviewer: The AI message reviewer now checks that URLs included in responses actually resolve, preventing broken links from reaching customers.
- Variables & metadata across all AI endpoints: Variables and conversation metadata passed via the API are now available to all AI endpoints — including metadata generators, inbox filters, and team assignment — enabling richer, context-aware AI behaviour.
- WhatsApp channel: WhatsApp is now available as a channel on the Typewise Platform. Access is currently guided by Customer Success; self-service onboarding is coming soon.
- More languages for Chat Widget CSAT: French and Portuguese are now supported in the Chat Widget for CSAT surveys and chat interactions.
- Channel-optimised AI models: The AI now uses a faster model for chat and a higher-quality model for email, improving both response speed and email quality.
- Greeting messages passed to AI: Pre-defined greeting messages configured in the Chat Widget are now included in the AI context, so the AI can respond in continuity with the initial messages shown to users.
- OpenAI European data residency: AI processing is now routed through OpenAI’s EU endpoint, improving data sovereignty compliance for European clients.
- Simulator: bulk delete of test tickets: Simulator-generated tickets can now be deleted in bulk while keeping all real tickets intact.
- Chat Widget quick start guide update: A new section documents the auto-open API, making it easier to configure the widget to open automatically on page load.
Bug Fixes
- Fixed product carousel responses displaying raw HTML instead of formatted product brackets in chat.
- Fixed URLs in handoff conditions not being evaluated by the message reviewer.
- Fixed Insights Hub channel filter returning N/A data.
- Fixed Insights Hub data display regression introduced in the previous release.
- Fixed file attachments missing when tickets were created in Salesforce via handoff.
- Fixed Chat Widget failing to load on websites using RequireJS.
- Fixed Salesforce userId not populated correctly during handoff.
- Fixed handoff routing to draft Specialist configurations instead of the published version.
- Fixed sentiment endpoint error on inputs exceeding the token limit.
- Fixed duplicate parameters being allowed in tool configuration.
- Fixed diacritic characters rendered incorrectly in email subjects.
- Fixed Chat Widget preview mode: widget button no longer jumps unexpectedly.
- Fixed Knowledge Hub old source versions not being cleaned up after publishing.
- Fixed tool agent outputs not following the sharable/not_sharable pattern.
- Fixed mid-message diacritic characters being dropped in AI responses.
- Fixed 500 error when fetching tickets the user was not authorised to access.
Features
- Filter inbox by unread tickets and sort by creation date, last message, or smart sorting.
- Platform interface now available in English, German, and Italian.
- Attachments too large for processing now display with download links instead of failing.
Improvements
- Tickets marked as urgent are now pinned to the top of the inbox.
- Improved messaging when handing off conversations to human agents.
- AI responses now properly match the conversation language.
Bug Fixes
- Fixed inbox sorting by creation date showing incorrect order.
- Fixed ticket status not updating immediately after approving a message.
- Fixed inbox view disappearing after page refresh.
- Fixed handoff failures when tickets contain large attachments.
Features
- Show an alert and send emails when critical errors occur (handoff failures, email issues, message drops).
- See in real-time if another agent is viewing the same ticket.
- Press A to quickly assign tickets to yourself or others.
- Assignment now means ownership without taking over from AI.
Improvements
- Chat widget attachments limited to 15 MB for reliable processing.
- Signature translations popup now supports variables and highlights.
- Unsupported variables in signatures highlighted with a warning.
Inbox & Tickets
- Fixed tickets reappearing without updated messages after AI processing.
- Fixed team briefly appearing as “Deleted team”.
Email & Messaging
- Fixed cursor jump when editing AI messages.
- Prevented draft flicker when sending edited messages.
- Chat widget now scrolls correctly when new messages arrive.
- Fixed handling when email addresses are empty.
- Fixed double handoff messages appearing sequentially.
Editors
- Fixed glitchy behavior at start of bullet points in instructions editor.
- Fixed non-functional link button in editor.
Integrations
- Fixed MCP connections showing as “unknown” or failing silently.
- MCPs no longer send tools while in a broken state.
- Fixed Salesforce field truncation for multi-byte characters.
Features
- Added option to auto-open chat widget after a configurable delay.
- Added CSAT ratings and comments table to Insights Hub.
- Enabled automatic translations with override support for signatures.
- Added variable highlighting and dropdowns to signatures.
Improvements
- Relative time now shows “Just now” for events under 1 minute.
- Added “Powered by” logo to outgoing emails.
- Incoming emails are ignored when the platform address is not in the To field.
- Renamed Typewise AI to General Specialist.
- Added ability to sort tickets by ID and created by.
Bug Fixes
- Fixed endless channel switching and double handoff issues.
- Resolved an issue where emails would not be sent if company name had a comma.
- Fixed chat widget color inconsistencies (title and actions now aligned).
- Fixed multiple Insights Hub bugs and layout overlaps.
- Fixed conversation history occasionally including reply messages.
- Fixed title generation requests firing without conversation history.
- Fixed LinkedIn casing inconsistency across integration views.
Integrations
- Fixed MCP tool agent automatic field insertion with parameter mappings.
- Improved MCP timeout handling and retry logic.