# June 2025 releases > AI Agents for Reps, alongside multi-party email support, new personalization settings, reporting accuracy improvements, and insights. Source: https://help.kustomer.com/en_us/june-2025-HJAuNwPzel Last updated: 2026-06-01T23:28:15.228Z AI Agents for Reps reaches GA, alongside multi-party email support, new personalization settings, reporting accuracy improvements, and insights. We’re always working to make our platform better for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up-to-date with the latest changes. ### ✉️ Multi-party email conversations now generally available (06/30) This new capability enables your support agents to easily communicate with multiple customers within a single email conversation, making it easier to involve the right people and resolve issues more quickly. Whether you're handling complex customer interactions or coordinating across teams, this feature is designed to streamline communication and improve clarity. **How it works:** When an email conversation includes multiple recipients (in the To or CC fields), Kustomer will accurately display the author of each message in the conversation timeline. The **primary customer** is the person who initiated the conversation. The full conversation will appear on their timeline. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/12a2bf72ea2a5bfec5ef069c2ab9bcfe.png) Additional recipients are marked as **participants**, and they will see a representation of the conversation on their timeline that links to the full conversation. Selecting the link in the conversation takes you directly to the primary customer’s timeline, so agents always have full context. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7c8e996286f4e276aab7adb1b2bfba34.png) **Requirements** * Use email as one of your support channels. * Have upgraded to: * Postmark app version 1.1.21 or later; or * Gmail app version 1.2.7 or later This functionality will be available for any email conversation that includes multiple customers from the time you upgrade Postmark or Gmail, going forward. It won’t be retroactively applied to past conversations. [Learn more in our help article.](https://help.kustomer.com/en_us/multi-party-conversations-Hyz_fQhEle) ### 🧑‍💼 New work session when agents switch teams (June 25) Currently, when an agent is in any status except _Offline_ and switches teams, and then later becomes _Unavailable_, their entire work session is associated with the team they were on last. This skewed reporting related to the “Total Status Available At” metric. **What’s new?** With this release, when an agent changes teams, a new work session will be initiated. This will allow clients to accurately track the time each agent spent logged in with each team. There will not be any changes to past work sessions, reports, or metrics. Reports will be more accurate going forward. ### 🚨 Action required: Knowledge base sidebar icon now respects settings (June 25) Previously, agents could still see and access the **in-app knowledge base** **![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3367cfe5f82ce0146597955bd4a80a73.png)** in the sidebar, even if your organization had the setting turned off. We’ve fixed this behavior so that the visibility of the icon properly reflects the settings as configured in **Settings > Knowledge Base > Configuration**. Now: * If turned on, agents can see the knowledge base icon in the left-hand sidebar. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/329d88def22996e50730aa158d507858.png) * If turned off, agents will not see the icon. ### 🧾 New setting: Choose how user names appear across the platform To reduce confusion and improve consistency, admins can now choose how names are displayed throughout the platform in places such as the timeline or Team Pulse. **What’s new?** * We’ve added an organization-level setting that lets you pick between showing a user’s Full name, Display name, and Full name (Display name). * You can find the new setting by going to **Settings > Administration > Organization**. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/47c0136e840683f2118ff03235aa9ae1.png) ### ✨ New filter operator: “Belongs To” for team membership (June 23) Currently, you can [filter conversations](https://help.kustomer.com/report-filtering-ByJWHonzH) by Assigned Users or Assigned Teams. However, there was no easy way to find all conversations assigned to members of a specific team. **What’s new:** * A new **Belongs To** operator is now available everywhere the **Assigned Users** filter is supported. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5aa16ecfd9b1bf8e72cf80d46e13ab17.png) * Use this operator to find all conversations assigned to any member of a selected team. * The new operator is available in Search, custom reporting, and the following Standard reports: * Overview * Conversation * SLA * Satisfaction * Assistant * Heatmap * Kustomer Voice This enhancement provides you with more flexibility in tracking team activity and performance across your organization. ### ⏱️ AHT accuracy improvements (June 18) We’ve pushed some under-the-hood improvements to Average Handle Time accuracy! These fixes reduce the incidence of inflated handle times. Clients will see fewer long sessions, and likely overall lower average handle times that better reflect the time spent by reps on their work. ### ⭐ Conversation merge update - CSAT (June 9) We are updating the logic around CSAT ratings when conversations are merged. If only one of the two conversations has a CSAT rating, that will be retained on the newly merged conversation. If both conversations have CSAT ratings, we will first choose one that is rated over one that is pending. Further, we will choose the one with the most recent rating based on the UpdateAt timestamp first, with a fallback to the CreatedAt timestamp. This update applies to all organizations. ### 🧠 Message attributes now available in deployment conditions for AI Agents for Customers (June 6) Admins can now include message attributes (specifically Body, From, and Subject) within the deployment conditions that activate an AI agent team.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/728fcab13045a92513c882ffc10c961f.png) This update unblocks organizations looking to turn on agents for one support email, for example, without juggling extra business rules to do so.  ### 📉 WhatsApp rate limit reduced to 300 messages per minute per user (June 6) To support system stability and delivery performance, we’ve lowered the rate limit for outbound WhatsApp messages from 400 to 300 messages per minute per user, effective today. This applies to both machine and non-machine (human) users. See the [original May 9 announcement here](https://help.kustomer.com/may-2025-releases-By1w6bWexg#whatsapp). ### 🔍 Improved Search layout for a more focused view (June 3) We’ve redesigned the search layout to maximize the space available for reviewing conversations. **What’s changed:** The right-hand insights panel has been removed to give you more room to view your search results.  Key insights haven’t disappeared, they’ve just been relocated: * Open/Snoozed/Done counts now appear directly beside the conversation count in the top-right corner of the results table. * The sentiment ring is now displayed next to the search title. * The search icon has also been moved up for easier access. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e69f310f8657ae2d44cd3db28a361d05.png) These changes aim to reduce visual clutter while keeping important information readily visible where it’s most useful. ### 🧠 AI Agents for Reps is now generally available (June 2) AI Agents for Reps is now generally available to all customers! Boost rep efficiency 30% with a copilot that gives real-time answers, suggested responses, and next-step recommendations. **What's new?** * Use [AI-generated summaries](https://help.kustomer.com/en_us/get-quick-context-with-ai-generated-summaries-HkklW4Rkl) to get up to speed faster. Summaries are available for Customer history, Conversations, Conversation handoffs, Closed conversations, and KObjects to get critical insights and deliver better, more personalized customer support. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8dbba310a6f87b2854621ac0e7351be6.png) * Access an [AI Agent-powered Copilot](https://help.kustomer.com/en_us/copilot-SyU13vB1lg) to help agents streamline their processes and be more efficient. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/058bfd4586af45ed864e86d2a0b7f851.gif) With Copilot, you can: * Ask questions and get real-time responses to queries by accessing data sources like customer history, knowledge base articles, and 3rd party URLs. * Get suggestions and automate actions like creating a refund request, updating customer information, etc. * Get message suggestions and use AI to help craft better responses before replying to customers. * Set writing guidance to shape how Copilot drafts responses. * [Track how Copilot is being used](https://help.kustomer.com/en_us/copilot-report-SJ49oMyxg) across conversations and channels. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8054808317740b0e97ff2f8dd9c03d62.png) * Compare metrics like First Contact Resolution Rate and Customer Satisfaction Score for conversations with and without Copilot. * Track Copilot adoption across the organization and identify channel-specific optimization opportunities. This feature is available to all admins and reps who have purchased AI Agents for Reps.