We shipped three improvements that to improve your live chat experience.

1. Canned responses

Create a library of saved replies your team can drop into any conversation in one click from Settings → Canned Responses.

To insert canned responses when chatting, click the bookmark icon in the reply composer and choose a response.

2. Teams

Group agents into teams so you can route conversations, scope visibility, and keep large support orgs tidy. Manage teams under Settings → Teams.

3. Quick actions

Press / in the reply box to bring up a searchable menu of everything you can do without leaving the keyboard:

• Insert a canned response

• Attach a file

• Add an emoji

• Switch between reply and private note

• Pause or resume your AI agent

• Send message

• Clear the current draft