On a ticket's Emails tab the reply composer now starts as a single-line Reply
Expanding it shows a summarized "To ... · subject" line with an Edit button, AI drafts are written straight into the reply with an inline review banner…
Enhancement · Platform ·
Expanding it shows a summarized "To ... · subject" line with an Edit button, AI drafts are written straight into the reply with an inline review banner (Regenerate / Adjust / Discard) instead of a separate preview and Apply step, the customer's latest message stays pinned above the reply while you draft, and whether the composer is expanded is remembered per agent.
September 2026 · Releases & improvements
Knowledge Base pages created with the "Keep in sync" option now enter the AI · Digital business cards saved with a broken colour value now render correctly
