# July 2026 release notes

> July 2026 ramped up the fixes improvements and new features to be found in the New Kustomer Experience, and updates to localization and the mobile experience. 

Source: https://help.kustomer.com/en_us/july-2026-release-notes-rytrkFl7Gx

Last updated: 2026-09-16T17:47:14.636Z

We're continually working to improve our platform for you. July ramped up the fixes, improvements, and new features to be found in the New Kustomer Experience, as well as several important updates to localization and the mobile experience.

*   [New features](#new-features)
*   [Improvements](#improvements)
*   [Fixes](#fixes)

## New Features

**Skill-Based Routing in Workflows** (July 1, 2026) Workflows can now add and remove skills on a conversation, and skills can be used as workflow conditions to branch routing logic based on a conversation's current skill state. Available to all customers using skills-based routing.

**Japanese landline phone number validation** (July 6, 2026) You can now save Japanese landline phone numbers in the Home and Mobile fields of a customer's profile. These numbers — including those entered with spaces or dashes — are now accepted, while mobile number validation continues to work as before.

**Spanish (Mexico) language option** (July 24, 2026) — _Available in Kustomer V2_ Reps working in Mexico can now set their interface language to Español (México) instead of standard Spanish in the New Kustomer Experience. The app loads a full Mexico Spanish catalog, starting from Spanish and applying Mexico-specific wording where it differs. Find it under Preferences → Language.

**Custom object hover previews on timelines** (July 27, 2026) Custom objects on timelines now show the same hover preview already available for conversations, with title, type, and summary details. Find it on any customer or company timeline.

**Company hierarchy shows child counts** (July 27, 2026) Hierarchy nodes now show a badge with the number of direct child companies, with the full count available in the tooltip. Find it in Company Hierarchy.

**Download Kustomer Voice usage as CSV** (July 27, 2026) You can now export your Kustomer Voice usage as a CSV — with conversation ID, phone number, usage type, quantity, and billing day — the same export experience already available for other usage types. Find it under Billing Hub → Usage Tracking.

**Turn file attachments on per object type** (July 28, 2026) It is now possible to toggle attachments on or off for each object type in Klasses. Locate the Klass object, click the edit button, then the Settings and Permissions tab, and scroll to Attachments to toggle on or off.

**Download your Kustomer Voice usage** (July 28, 2026) The usage download modal now includes a Kustomer Voice export option alongside your other usage exports, covering your current Native Voice billing period. Find it under Usage Tracking → Download.

**Cancel a running data export** (July 28, 2026) You can now cancel a running or queued export directly from Manage Data Exports — canceled exports move to the Paused/Complete list, where you can still duplicate or delete them.

**Business Rules are now in the new experience** (July 29, 2026) Business Rules now lives fully in Automation → Business Rules: instant and timed rules, a full-page builder with readable conditions and actions, drag-to-reorder, and the same template gallery Classic offers when you add a rule. You can build, tune, and manage every rule without switching experiences.

## Improvements

**Segment by skill name with reporting** (July 6, 2026) You can now segment conversation and work item data by Skill Name, showing readable skill names instead of raw skill IDs. The existing Skill ID option is still available for reporting on raw identifiers. Skill Name is available where skill-based routing is enabled.

**Compact new search control** (July 13, 2026) The saved search list header now uses a + icon for creating a new search, matching the other header actions. Hover or focus the button to see the New search label.

**Use portrait on your phone** (July 13, 2026) If you rotate your phone to landscape, you'll see a prompt to turn it back to portrait. The app is built for portrait on phones, so this keeps layouts readable and avoids cut-off content while you work.

**Consistent margins on mobile sidebars and summary sheets** (July 13, 2026) Customer and company detail sheets, AI summary panels, timeline toolbars, and the tasks suggestion strip now use the same readable page margins as the rest of the app on phone-sized screens.

**Focused mobile task editing in Customer details** (July 13, 2026) When you create or edit a task from the Tasks tab on phone-sized screens, search, filters, and suggested tasks step aside so the form has the full panel.

**Cleaner mobile bottom navigation** (July 13, 2026) The floating bottom navigation on phone now shows icon-only tabs with wider pill-shaped touch targets, so the bar stays compact while remaining easy to tap.

**Easier customer details on tablets** (July 13, 2026) On tablet-sized screens, customer details and search copilot now open as a right-side panel over the timeline instead of taking over the full page.

**Faster inbox loading** (July 13, 2026) Your inbox list now fills in sooner after you log in or open Inbox, especially on a slower connection.

**Collapsible WhatsApp account rows** (July 13, 2026) WhatsApp accounts in your billing settings now show as collapsible rows, matching the nested layout used elsewhere, so long lists are easier to scan.

**Larger Copilot thread controls** (July 14, 2026) The thread dropdown and New thread button in Copilot are a bit larger and easier to read, with more space between the sidebar tabs and the thread toolbar.

**Mobile panels open full-screen** (July 15, 2026) Search, filters, pickers, and other panels now open as full-screen pages on phones; close with X, back, or by tapping outside when available.

**Superseded assistant runs show a calm "Cancelled" state** (July 15, 2026) Runs cancelled because a newer message arrived now show an informational "Cancelled" note explaining what happened; genuine errors are unchanged.

**Clearer message when AI content is filtered** (July 15, 2026) Assistant and Copilot requests blocked by the AI content filter now show a specific "content filtered" message instead of a generic processing error.

**WhatsApp customers get business-scoped ID from the start** (July 15, 2026) The default workflow now stamps a business-scoped user ID for new and returning WhatsApp customers on their next inbound message.

**Simpler billing usage download columns** (July 15, 2026) Billing usage CSVs now include only relevant billing columns and label WhatsApp charges "Meta Charges."

**Twitter icons removed from Knowledge Base channels** (July 15, 2026) The Knowledge Base portal icons now match the supported channel set now that Twitter has been retired.

**Simpler mobile inbox on phones** (July 16, 2026) The phone inbox now opens straight to your Currently viewing list under a fixed header, with no routing inbox or view switchers to wade through.

**Clearer sidebar navigation** (July 16, 2026) Search, Reporting, Settings, Command Center, and Knowledge Base now share one navigation style, with matching section labels, row highlighting, and folder and item icons.

**Email internal threads support multiple recipients** (July 21, 2026) You can now add up to ten recipient addresses, pick from admin-suggested emails, and set an optional subject when sharing an internal thread over email.

**Single Contact Support action in Billing** (July 21, 2026) Settings → Billing now shows one "Contact Support" button that opens in-app chat and falls back to a support email only when chat is unavailable.

**AI Agents stay assigned when a conversation reopens** (July 21, 2026) Active Concierge Automation and AI Agents for Customers now stay assigned when a conversation is reopened. Find it under Settings → Routing.

**Sharper knowledge search results** (July 21, 2026) Rank fusion — which blends and re-ranks results across knowledge base and knowledge sources — is now on for all production orgs. No setup is required.

**Clearer reporting export tooltips** (July 21, 2026) Report charts now show a plain-English "Learn more" tooltip explaining when a period comparison is combined on export, and "drilldown unavailable" hover text reads in plain language.

**Zoom and pan image attachments** (July 22, 2026) When you open an image attachment in the fullscreen viewer, you can now zoom from 25% to 400%, pan by dragging or scrolling, and use the minimap to keep your place in a large image.

**Company search in the Hierarchy tab** (July 22, 2026) The Hierarchy tab now has a search toolbar: type to search companies across the organization, pick a result, and land directly on that company in the graph or list.

**Copy link to task comments** (July 22, 2026) You can now right-click a comment on a task or custom object to copy a direct link and share it.

**Insight Cards create and preview polish** (July 22, 2026) You can now pick an icon from the icon browser when creating an Insight Card, and the Insights preview panel scrolls so you can review the full stack while editing. Find it under Settings → Insight Cards.

**Report drilldown access is permission-gated** (July 22, 2026) Concierge report metrics now open drilldown detail only when a user's permission set includes Report drilldowns. Set it under Settings → Security → Permissions.

**Status and error type split in Concierge drilldowns** (July 22, 2026) The drilldown events table now shows Status and Error type as separate columns. Find it in Concierge reporting drilldowns.

**Completion rate drilldown in Concierge reports** (July 22, 2026) Completion-rate cells on procedure performance tables are now clickable and open the matching procedure performance events. Find it in Concierge Procedure Performance reports.

**Default assistant avatar in settings previews** (July 22, 2026) Previews and upload controls now show the same default assistant avatar customers see, with a remove option that appears only when a real custom image is set. Find it under Settings → Assistants.

**Easier AI attribute setup** (July 23, 2026) You can now build classification options and score rubrics with form fields, and extractors let you choose the value type and optional number limits. Find it under an object's Attributes.

**Clearer email template editing** (July 23, 2026) Visual email templates built in Classic now show a clear convert-to-code path, and new templates are created in the code editor. Find it in email template editing.

**Billing storage usage chart** (July 23, 2026) Usage Tracking now shows a storage usage chart alongside the resource breakdown. Find it under Usage Tracking.

**Assistants and shortcuts polish** (July 23, 2026) Shortcut messages now support merge-field insert, Assistant Update Data blocks accept editable patch data, and creating a WhatsApp assistant no longer dead-ends outside the dialog builder.

**Clearer message delivery checkmarks** (July 23, 2026) Timeline messages now use distinct checkmarks for each stage — one check for sent, two checks for delivered, and two filled checks once the customer has read it.

**Users list and login sessions** (July 23, 2026) The active filter in Settings → People → Users now includes pending collaborators, and opening a user's login sessions shows an activity chart with hover details and a table of start, end, duration, and type.

**Bulk status actions grouped in search** (July 23, 2026) When you select multiple conversations in search, Mark done, Reopen, and Snooze now live under a single Status menu. Find it in the search bulk actions bar.

**The app is now called Kustomer** (July 23, 2026) Browser tabs, notification prompts, and in-app labels now show Kustomer as the app name throughout the product.

**Edit company hierarchy from the sidebar** (July 24, 2026) The sidebar now follows your selection, and a new parent-company control lets you change or clear a company's parent directly from there. Find it on the company Hierarchy tab.

**New Kustomer experience renamed** (July 24, 2026) The settings page, sidebar entry, and related messaging previously called "New Agent Experience" are now labeled "New Kustomer experience" throughout the product. Find it under Settings → Administration.

**Open Copilot from mobile Reply** (July 24, 2026) The panel control in the sheet header now opens Copilot right over the composer, so you can draft a response, insert it, and dismiss the panel without losing your place. Find it in the mobile Reply and Note sheets.

**Browse all exports from Search** (July 24, 2026) Recent exports now opens a full modal listing org-wide exports with status filters and pagination.

**Timeline picker opens on the selected item** (July 24, 2026) Opening the timeline item dropdown from the breadcrumb now scrolls automatically so your selected item is centered and visible right away.

**Print conversation options** (July 24, 2026) A short options dialog now appears before the print preview, letting you exclude internal notes and AI handoffs or summaries.

**Recent assignees are easier to find** (July 24, 2026) The assignment picker and search filters now surface your most recently used users, teams, and queues at the top.

**Download Conversations usage from Billing** (July 24, 2026) The Billing → Usage Download picker now includes Conversations for orgs with that subscription.

**Email spam settings hide on Amazon SES** (July 24, 2026) Organizations fully on Amazon SES no longer see the Postmark spam complaint rate and inbound spam threshold controls under Email settings.

**Rotate Twilio SMS auth tokens in place** (July 24, 2026) Admins can now update a Twilio SMS auth token directly in SMS settings without disconnecting the account.

**Reopen unassignment exempts Concierge Automation** (July 24, 2026) Routing help text now clarifies that conversations assigned to an active Concierge Automation or AI Agents for Customers team stay assigned when the conversation is reopened.

**My Performance access and metric help** (July 27, 2026) My Performance now shows a clear message when you don't have access, Classic links open My Performance directly, and each stat card includes a help tip. Find it under Home → My Performance.

**All, Any, and exclude filter groups in Search** (July 27, 2026) Search now organizes filters into All and Any groups, plus exclude groups you can add and edit directly in the filter builder on desktop and mobile.

**Reporting drilldown series picker and translation view** (July 27, 2026) You can now choose which series to open in Search from an overlapping chart point, and Agent Assist report translation usage rows include a View translation option.

**Voice settings pricing, congrats, and recording controls** (July 27, 2026) Voice settings now show a fuller pricing terms modal with rate tables before you accept billing terms, a confirmation dialog after adding a number, and clearer tooltips for out-of-region messaging.

**Clearer sorting in search results** (July 27, 2026) Column headers now show clear sort direction and priority markers when two sorts are active. Find it in Search results.

**Clearer errors on custom insight cards** (July 27, 2026) Failed cards now show a short error notice with a link to learn more and likely causes.

**AI agent name column in procedure performance** (July 27, 2026) The Procedure Performance Summary table now includes an AI Agent Name column. Find it in Reporting → Concierge → Procedure Performance Summary.

**Linked conversation limits follow your plan** (July 28, 2026) The link picker, command palette, and save checks now use your organization's actual plan limit, and the counter and error messages show your real maximum.

**Scheduled exports modal is now fully paginated** (July 28, 2026) The Scheduled exports modal now has Active and Paused/Complete tabs with full pagination. Find it in Reporting → Scheduled exports.

**Canceled tab and instant updates in Recent exports** (July 28, 2026) The Recent exports modal now has its own Canceled tab, and canceling an export updates every tab's count right away.

**Multi-level values read as full paths** (July 28, 2026) Hierarchical field values such as Experience now show as a full path — each level separated by a caret, like "Retail > Ecommerce."

**Clearer options when picking a related object** (July 28, 2026) Pickers for related objects like Account ID now also show when each option was created.

**Business rule builder trigger and save polish** (July 29, 2026) The Set Trigger step now offers "when an event occurs" versus "every hour," with the timed-rule limitations tip shown right on that option.

**Business rule Set Actions picker** (July 29, 2026) Choosing what a business rule does now starts with a Select Action Type step — checkboxes for Update Data, Predict Data, Send Message, and Queue Updates.

**Safer Business Rules editing** (July 29, 2026) System-generated rules now open read-only with a clear explanation, and timed rules ask for confirmation before saving if they'd match an unexpectedly large number of conversations.

**Consistent code editing in layout and template settings** (July 29, 2026) The code editor for layout templates, conditions, and generated view code now matches the richer editing experience used for email templates.

**Set Snooze from an automation's Update Conversation action** (July 29, 2026) Snooze is now available as a configurable attribute on the Update Conversation action. Find it under Automation → Business Rules.

**Human-readable values in AI attribute trace views** (July 29, 2026) Trace views now show human-readable labels — for example "A label > B label" instead of "A.B" — everywhere a trace is displayed. Find it under Settings → AI Attributes → Observe.

**See the linked conversation in AI attribute traces** (July 29, 2026) A Conversation column now shows a linked-conversation icon on each trace row so you can open it directly. Find it under Settings → AI Attributes → Observe.

**Concierge drilldowns show only relevant columns** (July 29, 2026) Drilldowns now show only the columns that actually apply to what you clicked. Find it in Concierge report drilldowns.

**Concierge drilldowns are shareable links** (July 29, 2026) Drilldown state now lives in the URL, so you can share a link straight to a specific view, and the browser back button closes the drilldown as expected.

**Right-click menu on export rows** (July 29, 2026) Right-click now opens a menu — Cancel export, Delete export, or Stop scheduled export — before the confirmation step. Find it under Search → Exports.

**Custom cards support full date and utility libraries** (July 30, 2026) Custom cards and timeline event templates now receive full date and utility libraries, including duration math and helpers like map and sort.

**Custom card errors show the real error message** (July 30, 2026) Failed custom insight cards now show the exact error the card's code produced.

**Filter computed field evaluations by customer and date** (July 30, 2026) You can now filter the Observe traces page by customer and date range, with pagination and empty states that reflect your filters.

## Fixes

**Assignment and team list fixes** (July 13, 2026) Editing an assigned user, team, or queue now shows the current assignee on the closed picker instead of an empty Unassign state. Deactivated teams in Settings are dimmed in the list.

**Data Explorer Approve button unblocked** (July 13, 2026) The Approve and run plan button in Data Explorer no longer gets stuck after you answer a plan's clarifying questions.

**Publish works for custom permission sets** (July 13, 2026) The Publish button for Customer Assist is now controlled by your account's actual eligibility, so it no longer stays disabled for people on custom permission sets.

**AI-handled chats close on customer end** (July 13, 2026) When a customer ends an AI-handled chat, conversations set to mark as done on abandonment now close correctly instead of staying open.

**Navigation and menus on desktop** (July 14, 2026) The left navigation bar again spans the full height of the page on desktop, and menus and pickers now use popovers at desktop widths.

**Timeline add menu opens from one entry point** (July 14, 2026) On the customer timeline, the add menu now opens only from the button you clicked, and the correct create flow starts from the toolbar add menu.

**Removed unused thumbs on Architect replies** (July 14, 2026) Architect replies in Data Explorer no longer show thumbs up and thumbs down buttons, since those controls did not save feedback.

**Mobile keyboard and scroll fixes** (July 15, 2026) Sign-in and search now stay reachable above the on-screen keyboard with no gap, and opening menus no longer scrolls the page behind them.

**Company timeline and Insights fixes** (July 15, 2026) Insights now settles before showing, and company-timeline conversations (including calls) stay visible after details load.

**Usage download options match your subscriptions** (July 15, 2026) The Billing → Usage download picker now shows WhatsApp and Engaged Conversations exports only when the org has that usage or subscription.

**Assigned conversations appear without a refresh** (July 15, 2026) Assigned conversations now appear in the Inbox as soon as the notification arrives, even right after sign-in.

**Instagram customers no longer duplicated from comments** (July 15, 2026) Instagram comment replies now match by the stable Instagram user ID instead of username, preventing duplicate customer profiles.

**Dialpad call records show the correct date and type** (July 15, 2026) Dialpad app v1.0.8 fixes "Invalid Date" and mislabeled completed calls; orgs update automatically.

**Sent emails keep formatting and embedded images** (July 15, 2026) Emails sent from drafts now keep safe inline formatting and render embedded images correctly.

**Free-text conditions no longer switch to the skills picker** (July 15, 2026) Conditions now use the skills picker only for real skills fields, so free-text (like "New York, NY") saves as typed.

**Custom objects no longer flash an error while loading** (July 16, 2026) The loading indicator is now always shown while linked data (for example, a linked order) loads, so the object opens cleanly without an error flash.

**Number attributes available for whole-number fields** (July 16, 2026) Whole-number fields now also offer your Number-typed customer and conversation attributes in the automation context variable picker.

**Concierge agent Error Rate matches its drilldown** (July 16, 2026) Agent Error Rate now counts the same errored runs shown in its drilldown, so the rate and the contributing records line up.

**Store name populates on recovered Shopify orders** (July 16, 2026) Recovered Shopify orders now always record the resolved store, so linked orders show their store name.

**Voice usage page loads for organizations without usage history** (July 16, 2026) The native voice usage view now returns promptly with empty data instead of timing out for organizations without usage history.

**Mobile timeline pages no longer crash while loading** (July 20, 2026) Pull-to-refresh now attaches safely once the scroll container is ready, so the timeline stays usable while everything loads.

**Saved custom Response Tone instructions** (July 20, 2026) Custom tone instructions now load reliably, unsaved text is kept when you move to a preset, and the editor clears correctly after save or discard.

**Copilot on imported conversations** (July 20, 2026) Agent-initiated Copilot will now run on conversations brought in through a migration or integration.

**Chat widget recovers realtime after a customer merge** (July 20, 2026) The widget will re-establish its realtime connection to the surviving customer immediately after a merge instead of falling back to slow polling.

**Voice calls no longer stay stuck on connecting** (July 21, 2026) The dialer now clears the "connecting to customer" state when a caller hangs up mid-accept.

**Knowledge Base opens in read mode after you leave** (July 21, 2026) Articles now open in read mode when you come back, and edit mode starts only when you choose Edit.

**Sharper language detection for auto-translation** (July 21, 2026) Language detection now treats identity-only text (like a name on its own) as insufficient evidence and falls back safely.

**Export generic custom-object searches** (July 21, 2026) The export permission check now recognizes generic "any object" searches, so anyone with custom-object read access can export them.

**Average handle time trend loads for today** (July 22, 2026) The average handle time trend chart on Home → My Performance now loads correctly for the today date range.

**CSV email attachments download correctly** (July 22, 2026) Named text-part CSV attachments are now delivered as proper downloadable attachments instead of being folded into the message body.

**Team capacity report handles empty queues** (July 22, 2026) The team capacity query now returns an empty result instead of an error when a queue has no identifier or associated teams.

**Timeline filters open submenus again** (July 23, 2026) Filter categories on customer and company timelines now open their submenus so you can drill in and apply attribute filters as expected.

**Shortcuts use the current customer** (July 23, 2026) Shortcuts now pull dynamic fields from the customer on the open conversation instead of a previously viewed profile.

**Custom object timeline layouts show in the right place** (July 23, 2026) Custom object Timeline Layouts — including installed-app cards such as Shopify orders — now render in the main timeline area instead of the Insights panel.

**Drafts stay with the right conversation** (July 23, 2026) Each conversation now keeps its own draft, so the composer shows the correct draft when you switch conversations.

**Knowledge Base lists show published titles** (July 23, 2026) Knowledge Base browse lists now show each article's published title until a draft is published.

**Smart Routing reaches AI agents reliably** (July 23, 2026) Smart Routing now treats a missing prior automation state as a first run, so AI agents are reached as expected on the first message.

**Custom object cards stay stable on the timeline** (July 23, 2026) Custom object cards on the customer timeline in Classic now stay put through no-op background updates instead of flickering or discarding unsaved input.

**Notification names show again** (July 24, 2026) Notification titles for assignments, mentions, and notes now show the correct agent and customer names.

**Report date presets keep their labels** (July 24, 2026) Choosing a rolling report range such as "Last 30 Days" no longer switches the toolbar label to raw start and end dates after a few seconds.

**Chat with Support returns in Help** (July 24, 2026) Workspace admins again see "Chat with Support" in the Help menu.

**Status and voice stay in sync** (July 24, 2026) Status and routing now update together when switching from Offline to Available, with a clear message if routing can't update.

**Search shows company names** (July 24, 2026) Search results now show the customer's company under their name as soon as they load.

**Custom object cards keep focus while updating** (July 24, 2026) Timeline custom object cards no longer flicker or clear what you were typing during routine background updates.

**One place to send feedback** (July 24, 2026) The profile menu no longer shows a duplicate feedback option — Send Feedback is the single place to share feedback.

**Accurate tooltip for First Contact Resolution** (July 24, 2026) The First Contact Resolution tooltip on Your Performance now describes how the metric is actually calculated.

**Clearer Completion Rate tooltip wording** (July 24, 2026) The Completion Rate tooltip on the Procedure Performance table now correctly describes the metric per procedure run instead of per conversation.

**Escalation Rate tooltip matches other metrics** (July 24, 2026) The Escalation Rate tooltip now explains the same date-range and attribution details already shown for the other rate columns.

**Org admin exports work again** (July 24, 2026) Org admins and owners can once again export objects without hitting a permissions error.

**Chat SDK: first message no longer disappears** (July 24, 2026) The customer's first message now appears immediately and in the correct order when a conversation opens with an initial message and assistant greeting together. Ships in Chat SDK 7.2.7.

**Save Report shows for more Data Explorer charts** (July 27, 2026) Save Report now appears even when a chart response leaves out optional label fields. Find it in Data Explorer.

**Inbox previews update when customers reply** (July 27, 2026) Preview lines now update with the customer's latest reply in real time, and unread conversations keep their bold styling.

**Conversation hover preview stays on screen** (July 27, 2026) The preview card now moves above or below the row and shrinks to fit when there isn't enough room beside it.

**Inbox list stays steady while workloads load** (July 27, 2026) The assigned-work inbox list now stays steady during background updates instead of blanking out or jumping.

**Live search updates pause during bulk actions** (July 27, 2026) Live updates now pause automatically as soon as you select one or more results in Search, and resume only if they were already enabled once you clear the selection.

**Command Center deep links open the right tab** (July 27, 2026) Team Pulse links now open the matching Command Center section directly instead of the general hub.

**Shortcut Usage drilldown shows the right conversations** (July 27, 2026) Drilldowns now use the same date logic as the report itself, so they return the conversations that actually contributed.

**Assignment picker remembers the right tab** (July 27, 2026) The picker now opens on whichever tab — queue, team, or user — matches the conversation's current assignment.

**Skills export shows real skill names** (July 27, 2026) Skills now resolve to their real name in exports, matching how Team, Tag, and Queue already display.

**Copilot follows your writing drafts guidance** (July 27, 2026) Inline suggestions now apply your organization's Writing Drafts guidance consistently, including punctuation preferences like em dashes.

**WhatsApp outbound messages work through Twilio** (July 27, 2026) Twilio WhatsApp now sends outbound messages to recipients identified by a business-scoped ID the same way native WhatsApp already does.

**AI automations can snooze conversations again** (July 27, 2026) The Conversation Update action in AI Agent Studio now snoozes conversations correctly.

**Save changes works reliably in AI agent settings** (July 27, 2026) Save changes now works reliably across Envoy, Copilot, and legacy AIC agents, and knowledge source selections are preserved correctly through discard and save.

**Architect no longer double-applies procedures** (July 27, 2026) Architect now shows an add-procedure action as already applied when the procedure exists, and guards against double-clicks applying a change twice.

**More reliable Assistants saves with audio** (July 28, 2026) Saves no longer resend inlined audio data, so Assistants set up with a voice prompt save reliably.

**Data Explorer unlocks sooner on long runs** (July 28, 2026) The composer now unlocks after three minutes even if a long-running query is still going.

**PDF attachments preview on the timeline again** (July 28, 2026) Thumbnails and the attachment viewer now work again for PDFs, including when attachment links point to a different address than shown in your browser.

**Safer procedure add in Architect** (July 28, 2026) Apply is now disabled and marked as already present when a suggested procedure already exists on the agent, avoiding an accidental overwrite.

**Related Conversation saves stick on tasks** (July 28, 2026) Saves to Related Conversation now apply immediately and stay correct after refresh, and a related crash on snooze or status change is gone.

**Recent exports tabs stop jumping while you page** (July 28, 2026) Tab labels, counts, and the pager total now stay stable while you browse, even if other exports start or finish in the background.

**Data Explorer Enable AI opens the right page** (July 28, 2026) The Enable Kustomer AI button now opens the correct enablement page, including the overview video and AI toggle.

**Copy addresses in View Full Email** (July 28, 2026) Copying an email address from View Full Email now works consistently, with a graceful fallback and clear success or error feedback.

**Email reply CC carries over again** (July 28, 2026) CC now carries over correctly on email replies, including on the very first inbound message in a conversation, and reopening a saved draft keeps CC/BCC recipients.

**Related objects show a real card in Insights** (July 28, 2026) Related custom objects now appear as a card with the object's icon and name; objects that can no longer be found are left out instead of loading forever.

**Inbox sidebar stays put when you open a conversation** (July 28, 2026) Your scroll position and assigned list now stay visible while the timeline updates.

**Inbox and task rows hold their position** (July 28, 2026) Rows in the inbox and task lists now hold their position while you scroll and interact with the list.

**Set empty Insights fields like contact reason** (July 28, 2026) Insights fields that started out blank now show a clickable control so you can set a value without leaving the conversation.

**Type DELETE to remove conversations and objects** (July 28, 2026) You're now asked to type DELETE to confirm deleting a conversation or custom object, matching the confirmation already required for customer deletes.

**Clearer FCR tooltip in Team report** (July 28, 2026) The First Contact Resolution (ignoring snoozed) tooltip now matches what the metric actually measures.

**Timeline cards load correctly after saving a form** (July 28, 2026) Related timeline card data is now preserved correctly on refresh, so cards render normally right after saving a form.

**AI intent tools reappear in the Tools list** (July 28, 2026) AI intent classification tools are visible again in the Tools list and work the same as before.

**AI-assisted procedure edits stop timing out** (July 28, 2026) Large edits made through Architect or the procedure and workflow builders now automatically retry if the AI response is interrupted mid-generation.

**Initial chat message no longer disappears** (July 28, 2026) The customer's first message no longer gets silently dropped when a chat session opens while an assistant greeting is already in progress.

**Settings icon right-click menu** (July 29, 2026) Right-clicking the Workspace settings icon now opens the app's own menu — Open, Open in new tab, and Open in Classic — instead of the browser's page menu.

**OAuth connections work in the app** (July 29, 2026) OAuth callback links now complete correctly, and Authorize links route to the correct sign-in flow.

**Insight cards no longer show AI Guidance** (July 29, 2026) Customer Insight cards no longer display internal "AI Guidance" text under field labels.

**Insight cards see your teams again** (July 29, 2026) Team-based insight cards now correctly receive your team membership information and render as intended.

**Card views show the full customer profile again** (July 29, 2026) Cards now wait for the complete customer profile — including contact details — before displaying it.

**Report drilldowns no longer apply the wrong filter** (July 29, 2026) Drilldowns now apply only the filter that matches the series you selected from a multi-series chart.

**Clear error when an AI attribute name is too long** (July 29, 2026) You'll now see an inline name error immediately if an AI attribute name exceeds the length limit, and Create stays disabled until the name fits.

**"Explore in Kustomer" button visible again on shared reports** (July 29, 2026) The Explore in Kustomer button is visible and clickable again on public scheduled-report pages.

**Clearer error messages in Interactive Mode execution details** (July 29, 2026) Execution Details now shows a plain-language explanation first when an Interactive Mode automation step fails to parse, with technical detail still available.

**Reply no longer opens with an empty From address** (July 29, 2026) Reply now waits for outbound accounts to finish loading before showing the composer.

**Classic message editor recovers instead of crashing** (July 29, 2026) Rare Classic message editor errors now recover in place instead of crashing the app and dropping an active voice call.

**Audit log pagination is reliable again** (July 29, 2026) A query-planning issue that made audit log pages slow or fail to page correctly is fixed.

**Copilot stays connected during long-running responses** (July 29, 2026) Long-running Copilot connections now stay open for as long as they're needed instead of being cut every two minutes.

**Fewer unnecessary approval steps in Data Explorer** (July 29, 2026) Routing now uses more reliable signals, so simple requests go straight through instead of being routed into an unneeded plan-approval step.

**Facebook comment hide no longer shows a false error** (July 30, 2026) Hide and unhide actions on Facebook wall-post comments now stay successful when Meta confirms the change, instead of rolling back on a failed follow-up check.

**Custom cards with shared libraries load again** (July 30, 2026) Custom cards that publish shared date and UI libraries now show a loading placeholder and render correctly, with a warning icon for deprecated patterns.

**Card error notices clear once the card loads** (July 30, 2026) The error notice on a custom card now clears as soon as the card shows its content.

**Search bulk updates refresh results** (July 30, 2026) Results now refresh as soon as a bulk status change, assignment, or field update completes in Search.

**Copilot input locks while responding** (July 30, 2026) The composer now stays disabled until Copilot finishes its response, preventing error notifications from sending another message too soon.

**Timeline cards can load command results** (July 30, 2026) Timeline cards can now load and display the data returned by an installed app command.

**Copilot draft action says Copy to Editor** (July 30, 2026) The button under a Copilot-suggested reply now reads "Copy to Editor," matching what it actually does.

**Web chat consent message shows real text** (July 30, 2026) The privacy consent message in the web chat footer now displays correctly instead of showing a raw placeholder code.

**Company search chips display correctly in Queue Rules** (July 30, 2026) Companies selected through search in a Queue Rule condition now display as chips right away.

**Webhook event selection works on the Add form** (July 30, 2026) Event selection on the Add outbound webhook form now works the same as it does when editing an existing webhook.