An all-new workflow, redesigned for scale

Today, we’re introducing the biggest change since we started the company. We’ve completely rebuilt our data model and workflow from the ground up.

Until now, each conversation with a customer happened on a single, merged timeline. With this release, each conversation is now contained in its own thread, with its own priorities, assignments, labels and so on.

We’ve made this change to better serve B2B teams where issues are complex, teams often have several ongoing conversations with the same customer and they often involve multiple team members and colleagues with different specialisms.

Here’s what you can do on a thread:

• Set Labels, previously called Issues

• Set a Priority, which can be Urgent, High, Medium or Low

• Set a Status, which is either Todo, Snoozed, or Done

• Assign a thread to one of your team

• Get more visibility with Reasons. Each reason tells you why a thread is there – for example, "New Reply" or "Unsnoozed”

In this release, we also added:

• Redesigned Slack notifications that automatically update with any changes, like assignee or status

• New and improved Discord notifications

• Time-based snoozing so we remind you to address them later (e.g. “Snooze until next week”)

• Simplified and more powerful APIs for thread creation and management

• Improved Webhooks with more specific events, allowing you to focus on what matters to you, such as email_received or thread_assignment_transitioned.