# October 2026 release notes

> During October of 2026, Kustomer brought Architect to multi-agent mode, emoji selection + Concierge support to Slack, and added outcomes to automations.

Source: https://help.kustomer.com/en_us/october-2026-release-notes-Bys5lQ29Ge

Last updated: 2026-10-26T18:42:52.084Z

During October of 2026, Kustomer brought Architect to multi-agent mode, improved Slack as a B2B channel with emoji selection + Concierge support, and added outcomes-based automations with Concierge.

A refreshed multi-agent graph view made agent workflows easier to navigate, and First Response Time policies gained a human-interaction option so AI replies no longer count as your first response. Bulk messaging added template selection, email previews, and a confirmation step, while the shortcut picker now surfaces your most-used shortcuts first.

The month also delivered dozens of fixes across chat, email, WhatsApp, Instagram, voice, and custom reports.

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

### New features

### Refreshed graph view for multi-agent mode (October 6, 2026)

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0594c83c935069c512d2eed5c49e197f.png)

Multi-agent mode now uses a refreshed graph view that makes agent workflows easier to scan and navigate.

The updated graph improves performance and provides a cleaner view of how agents and tools connect within an automation. The new experience replaces the previous graph view following a beta period and customer feedback.

No changes are required to existing multi-agent configurations.

### Outbound email From address chooser

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d0b65f40aa0368b181a973b9ad3c816a.png)

When you start a new email to a customer from their timeline and you can send from more than one support address, Kustomer now asks you to choose the From address before it creates the conversation, so the customer receives the email from the right brand or team. Kustomer pre-selects the address most recently used to email that customer, and you can pick a different one before you click Continue or change it later in the composer. The chooser appears only when you can send from two or more support addresses, and replies work as before. See [Choosing a From address for new outbound emails](https://help.kustomer.com/en_us/choosing-a-from-address-for-new-outbound-emails-r1mg94rsGg) for instructions.

### Slack as a Channel: Selectable trigger emojis + Concierge Support (October 8, 2026)

You can now choose the emoji your reps use to start a Kustomer conversation from Slack. Admins can change the trigger emoji in Settings > Channels > Slack by entering one or more Slack emoji names, including custom emoji already uploaded to your Slack workspace; the default remains ✅. Concierge can also now work Slack conversations after a rep opens one with the trigger emoji or by mentioning Kustomer in the thread. Leave _Assign Slack conversations to the reacting agent_ turned off and route the conversation to Concierge, and its replies post into the Slack thread just like an agent's. See [Using Slack as a conversation channel](https://help.kustomer.com/en_us/using-slack-as-a-customer-conversation-channel-rkp6LB_9fe) for more details.

#### Search columns for record ids (October 8, 2026)

Finding the id of a conversation, customer, company, or custom object used to mean opening each record. Search results can now show that id as its own column, and message search can add the customer id and conversation id. Turn the column on in search column settings — it stays hidden until you do — and a search export includes the id.

#### See when Kustomer email sending is paused (October 13, 2026)

When bounces or spam complaints pause email sending, replies can fail without an obvious reason. A banner now tells you when Kustomer email sending is paused or close to being paused, and View Email Settings takes you straight to the email settings page. The pause notice stays up until sending resumes; the at-risk notice can be dismissed for the rest of your session. Kustomer-hosted support addresses also show Sending Paused or At Risk next to their setup status.

#### Observability filters (October 16, 2026)

You can now filter the conversation list on the **Analyze** page for your AI agents. Use the search bar to find conversations by their text, then select **\+ Filter** to narrow the list by **Customer**, **Errors & cancellations**, **Tools used**, or **Channel**. Each filter you apply appears as a pill above the table. Click a pill to edit that filter, or click its close icon to remove it. When you apply more than one filter, the list shows only conversations that match all of them. A new **Status** column also marks conversations that contain an error or a cancelled run, so you can find the ones that need attention faster. See [Understand observability in AI Automations](https://help.kustomer.com/en_us/understand-observability-in-automations-B1CMeXm1ye) for more detail on traces and observability.

#### Architect in multi-agent mode (October 16, 2026)

Architect can now help you plan and maintain automations in Multi-Agent Mode. Describe the specialist agents and routing you want, and Architect returns a read-only team-structure preview you can use as a blueprint on the Build canvas. You can also ask Architect to update an agent's procedures, knowledge sources, custom guidance, tone, greetings, and other settings, then click Apply on each change you want to keep. Architect recommends structure but doesn't add agents or paths for you, so you build those on the canvas. See [Using Architect in Multi-agent mode](https://help.kustomer.com/en_us/using-architect-in-multi-agent-mode-HJpDHaooMe).

#### Custom outcomes for AI automations (October 16, 2026)

You can now choose what your AI agent does when it finishes a conversation. In single-agent mode, open the [Outcomes](https://help.kustomer.com/en_us/configuring-outcomes-for-a-single-agent-SJV86s12Me) section on the Build page and select an action for Goal reached conversations and for Couldn't resolve conversations. Each outcome, powered by the [validation agent](https://help.kustomer.com/en_us/understanding-the-validation-agent-SknjTj13Gl), can end the conversation, route it to your team, run another tool from your organization, or take no action. Until you change them, Goal reached conversations are ended and Couldn't resolve conversations are routed.

### First Response Time: Based on human interaction (October 16, 2026)

[First Response Time on your SLA policies now has a Based on human interaction option](https://help.kustomer.com/en_us/basing-first-response-time-on-human-interaction-B1gmGTCsMl). When you turn it on, an AI agent's reply no longer counts as your first response. Instead, the First Response Time deadline starts when the AI agent hands the conversation off to a human, and the first human reply satisfies it. To turn it on, edit an SLA policy in Settings and check Based on human interaction under First Response Time.

### View email headers in Classic timeline (October 19, 2026)

Troubleshooting inbound email routing or sender authentication meant leaving the conversation to dig for raw headers. The message menu on email messages now has View email headers, which opens an inline panel with the parsed headers, SPF, DKIM, and DMARC results, a filter for routing hops, and a one-click Copy headers button. Find it in the ... menu on any email message in the timeline.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a7e8569c8215a4f999277423126ba6b8.png)​

### Improvements

#### Change History Copilot gets sharper quick actions, and app setting changes move under Apps (October 2, 2026)

Change History's Copilot panel previously offered six label-only quick actions that didn't cover troubleshooting. Five new questions take their place — Summarize these changes, What needs a closer look?, Something broke — what changed?, Who changed access or permissions?, and What was deleted or turned off? — and Copilot now judges severity itself for every entry you ask about. Installed-app setting changes also now group under Apps instead of a generic settings bucket, labeled with the field that changed (for example, API Key) and linked to that app's page. Find it in Change History.

#### Choose the From address before starting an email (October 7, 2026)

When a customer has more than one address you can send from, it was easy to start an email from the wrong one. Starting a new email conversation now shows a quick picker so you confirm the sending address before the composer opens, defaulting to the address you most recently used with that customer. See [Understanding email aliases in Kustomer](https://help.kustomer.com/en_us/understanding-email-aliases-in-kustomer-SyNQOwZjze).

### Copilot keeps your unsent text (October 7, 2026)

Typing a long question for Copilot and then switching to another page used to wipe it out, so you had to start over. Copilot now keeps your unsent text for each conversation and context, restores it when you come back, and clears it after you send. Drafts last for the current session; a full page reload clears them.

#### Bulk messaging improvements in Agent Desktop (October 8, 2026)

Bulk messaging from search results adds template selection, email previews, sending-limit warnings, and a confirmation step. Shortcuts also retain their attachments. Learn more: \[Help Center: confirm\].

*   **Choosing an HTML template:** In the bulk email composer, select an HTML template to wrap your message. The first option is Default when your organization has a default template, and None when it does not. Bulk email shortcuts that include a template fill it in for you.
*   **Previewing bulk emails:** In the bulk email composer, switch from **Compose** to **Preview** to see your text wrapped in the selected HTML template or your organization's default template. If you choose None and there is no default, the preview shows the message on its own.
*   **Checking Gmail sends remaining:** When you send from a Gmail account with a daily limit, the **From** field shows how many sends remain today. A warning shows how many recipients won't receive the email if your selection exceeds the limit. Trim the recipient list or select another account before sending.
*   **Confirming bulk messages:** Before sending, a "Ready to send?" step shows each selected channel and how many customers or conversations it will reach. Select **Send** to continue or **Back** to keep editing.
*   **Keeping shortcut attachments:** Applying a shortcut to a bulk email, chat, or note now adds its attachments as well as its text. Files show as uploading until ready, and **Send** waits for them. If a file can't be added, the composer identifies it so you can attach it yourself.

#### Clearer names when you duplicate a shortcut (October 13, 2026)

[Conversation Intelligence](https://help.kustomer.com/en_us/understanding-conversation-intelligence-r1aBEjuYzl) uses AI to turn the unstructured information in your customer conversations into structured data you can use throughout Kustomer. Use classifiers to place conversations into categories you define, scores to evaluate interactions against weighted criteria on a 0–100 scale with a rationale for each result, and extractors to capture specific details such as order numbers, product names, or a summary of the customer's issue. Because results are saved in attributes, you can use them to route conversations, trigger workflows, and report on why customers contact you.

#### Usage Credits in Billing Hub (October 12, 2026)

Billing admins had no single place to see how Usage Credits are committed, used, and billed. Billing Hub now shows a Usage Credits commitment row under Recurring charges (including a $0.00 row when a tiered commitment has no annual amount), Usage Credits and per-product usage under Usage-based charges and Usage tracking, and a Usage Credits card on Plan summary with the committed pool and pay-as-you-go use. Find it under Settings → Billing.

#### Slack workspace already connected message (October 12, 2026)

Connecting a Slack workspace that another Kustomer organization already uses could take over that connection without warning. Kustomer now rejects the request, shows the conflict on the Slack connection card under Apps → Slack, and changes the button to Retry connecting. The other organization's connection stays active.

#### Clearer names when you duplicate a shortcut (October 13, 2026)

Duplicated shortcuts used to be named with a date and time, which made copies hard to tell apart. Duplicating a shortcut in Settings now names the copy "Copy of" plus the original name, shows a spinner and progress notification while attachments are copied, and confirms when duplication finishes.

#### Outbound webhook health rules show your current thresholds (October 14, 2026)

The Delivery health section of an outbound webhook gave a generic description, so admins could not tell when a failing webhook would be disabled. The section now describes the actual rules: how much each failed event adds to the failure score, how quickly successes lower it, and the score and failure duration at which the webhook is disabled automatically. The failure score is also capped, so a short burst of failures does not leave a webhook disabled-prone for hours. Find it on the webhook's settings page under Delivery health.

#### AI Attributes page shows templates right away (October 14, 2026)

Opening an empty AI Attributes page showed only a "No AI Attributes" message, so you had to take an extra step to see what you could create. The page now shows the template picker and Start from scratch directly, so you can begin creating an attribute immediately. Users without permission to update objects see "No templates available." Find it under AI Attributes.

#### Slack channel conversations auto assign to reps (October 16, 2026)

You can now assign [conversations created from Slack](https://help.kustomer.com/en_us/using-slack-as-a-customer-conversation-channel-rkp6LB_9fe) to the agent who claimed them. When someone reacts to a Slack message with ✅ to create a conversation, Kustomer can assign that conversation to the reacting agent by matching their Slack email to their Kustomer user email, so claimed requests land with the right person instead of staying unassigned or going to another agent's queue. This is an optional setting, so teams that don't claim requests with reactions can leave it off.

### Choose current or latest model in the Concierge agent form (October 16, 2026)

Model changes for a Concierge agent were hard to plan for because you picked from a full catalog of models. The agent form now lets you keep the current model or move to the recommended latest model, explains upcoming model changes such as removal dates and automatic upgrades, and applies the latest model's recommended settings when you save. Find it when editing a Concierge agent in automation settings. See the [Settings reference](https://help.kustomer.com/en_us/managing-ai-automations-SkaCf6nFbg#settings-reference) for more details.

### Tags on company timeline rows (October 19, 2026)

Company timelines made it hard to scan conversations by topic because tags were not shown on each row. Conversation tags now sit under the title with the preview and summary, and custom object types show as a badge next to the time, matching the customer timeline. Find it on a company's timeline.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d0987a6b26f8d14a7d146162cf34b79e.png)

### Clearer customer timeline rows (October 19, 2026)

Conversation rows on the customer timeline made it unclear who a conversation was assigned to. Rows now have even spacing, tags line up under the subject, custom object types show as a badge, and conversations with more than one customer show a people icon with the customer count. The avatars beside the status always show the assigned agents and teams; hover for the full list. Find it on a customer's timeline.

#### Company name in New Response email subjects (October 20, 2026)

Triaging "New Response" notification emails from your inbox meant opening Kustomer to learn who the customer worked for. The subject now includes the customer's company, such as "New Response from Sally Maxwell from Edgecom", when the customer has a named company. Subjects stay unchanged when there is no company, and for sensitive conversations.

#### New default assistant avatar (October 21, 2026)

Assistants without a custom avatar now show the new Kusty logo by default, in settings and in conversations. Assistants that still use the previous default are treated as having no custom avatar, so the remove-avatar action does not appear for them. Find it under your assistant's settings.

#### Field permissions on customers and permission sets (October 22, 2026)

Saving a customer failed when you could not see a sensitive field. Permission sets now always show the Attribute Permissions tab for customers, conversations, and related objects, and customer create and edit respect field permissions, showing masked values read-only. Saves no longer fail when you cannot see sensitive data.

#### Recently used shortcuts in the picker (October 22, 2026)

Finding the shortcut you use every day means scrolling a long list. The shortcut menu now puts your most-used shortcuts at the top.

#### Messaging verification (A2P 10DLC) form (October 22, 2026)

Submitting SMS verification could fail with only a generic error, and some use cases and industries were missing or rejected. The form now offers all 20 use cases, including Low volume, sends industry values the verification service accepts, and shows the specific error if a submission is rejected. In Classic, the form stays open so you keep what you typed. Find it in your Voice and SMS settings.

### Fixes

#### Search export permissions moved to Searches (October 1, 2026)

The permission toggles for exporting search results lived under Reporting, which didn't match where search exports are actually configured. They now appear under Searches in the permission set editor, so admins can find and manage them in the right place. Find it under Settings → Permission sets → Searches.

#### Chat replies arrive without delay after a dropped connection (October 1, 2026)

On mobile chat, a brief connection drop could leave a customer's reply delayed by 20 seconds or more, with a second reply sometimes missing entirely. The chat connection now recovers correctly after an unexpected disconnect, so replies arrive promptly again.

#### Knowledge Base articles no longer missing from AI search results (October 1, 2026)

Some published Knowledge Base articles were silently skipped by AI-powered search when the article's indexed content was a single short line. Those articles are now found and included correctly, so AI search and AI Agent answers can draw on your full Knowledge Base.

#### Internal email thread drafts save reliably (October 1, 2026)

Starting a new internal email thread and typing a message before adding a recipient could cause the draft to fail to save. Drafts without recipients yet now save correctly, so your message is no longer lost.

#### Slack permalinks now display correctly in internal threads (October 2, 2026)

A Slack message link posted into a Slack-synced internal thread could show up blank or missing on the Kustomer timeline, even though the same link worked in a customer-facing Slack channel. Internal-thread messages now render Slack links the same way customer channels do, so they appear as clickable links instead of disappearing.

#### Identified/Anonymous bar on the Inbound Customers report loads instead of timing out (October 2, 2026)

The Identified/Anonymous bar on the Inbound Customers report was returning a timeout error for some organizations instead of loading. It now loads correctly. Find it under Reporting → Inbound Customers.

#### Copilot resource names load reliably in long search threads (October 2, 2026)

In a long-running search Copilot thread referencing many customers or conversations, resource name labels could fail to load because too many individual lookups were sent at once. Those lookups are now batched, so names load reliably even in long threads.

#### Adding Klass attributes works (October 6, 2026)

Creating an attribute on a Klass in Settings showed "Failed to update attribute" and did not save the field. Attributes now save when you add them from the Klass Attributes tab; add any attribute that failed again.

#### New knowledge base categories show up before publish (October 6, 2026)

A category you created on the knowledge base categories page did not appear when you searched to add it to an article. It now appears before you publish, and an article dragged into that category stays in it after publish, including on the public site.

#### Chart preview loads for Count (October 6, 2026)

When you created or edited a custom report chart with the Count metric, the live preview stayed empty even though data was available. The preview now loads after you pick Count or switch back to it from another metric.

### Amazon Connect calls no longer get stuck in progress (October 7, 2026)

Some Amazon Connect calls stayed marked as in progress after they ended, which skewed call status for your team. Calls now end correctly when Amazon Connect reports an error while setting up the contact, and a failed end update is retried once.

### Team Pulse shows every agent when you filter by multiple teams (October 7, 2026)

Selecting more than one team in the Team Pulse "Team (Any Users)" filter showed only the agents from the last team in the list. Team Pulse now shows the combined members of every team you select.

### Chart filter dropdown stays open while you pick (October 7, 2026)

In the custom chart builder, the "is one of" filter closed after every selection, so choosing several values meant reopening it each time. The dropdown now stays open until you finish picking. Find it in the custom chart builder filters.

#### Call transfers connect reliably (October 8, 2026)

Some transferred calls failed. A cold transfer from an outbound call didn't reach the second agent, and a cold transfer declined by one agent left the rerouted call stuck connecting for the next agent who accepted it. Both now connect as expected.

#### WhatsApp templates in quality-pending status now send (October 9, 2026)

Approved WhatsApp templates with a quality score of "pending" failed to send, even though Meta allows those sends. They now send on the first attempt, and later quality updates are saved.

#### Instagram comment replies stay comments (October 12, 2026)

Replying to an Instagram comment could send the reply as a direct message, and comment reply drafts could fail to save. Replies now stay comment replies — including when a conversation opens before its messages load and when you choose the Instagram page in From — and drafts save.

#### Permission-set editor shows All access correctly (October 12, 2026)

After you saved "All access" for a group such as Analytics, KB, Snippets, Users, Teams, Webhooks, Search, or Reporting and reloaded, the permission-set editor showed No access, and saving again could clear the selection. The editor now shows All access as saved. Find it under Settings → People → Permission sets.

#### Bulk assign queues instead of dropping (October 12, 2026)

Starting a second bulk assignment while one was running did nothing, yet cleared your selection. Assignments now run one at a time in order, other bulk actions started during a run show a busy message, and search results refresh when a bulk assign finishes.

#### Reply channel on multi-channel conversations (October 12, 2026)

On some multi-channel conversations, Reply failed with a "bad param" channel error instead of opening the composer. Reply now ignores an invalid saved channel and opens the correct one, such as email or SMS.

#### Page no longer breaks when Chrome translates it (October 12, 2026)

Using Chrome's page translation could trigger a full-page error. Kustomer now tells Chrome not to translate the app, so the page stays stable and in its original language.

#### Shopify address fields keep after reload (October 12, 2026)

Saved shipping and billing address output fields on a Shopify Search Orders tool disappeared after you reloaded, and saving could delete them. The address fields now load as saved.

#### Hide AI Agent Team assistant until AI terms are accepted (October 12, 2026)

In AI Agent Studio, the team edit and compare pages showed an assistant panel with a collapse toggle even when your organization hadn't accepted the AI terms, so the toggle appeared broken. The panel now appears only after the terms are accepted.

#### Postmark merge tags in email templates (October 12, 2026)

Email templates with a Postmark merge tag such as an unsubscribe link were delivered with an empty link. Postmark merge tags now pass through unchanged and are filled in when the email is sent.

#### Confirm before publishing knowledge base articles (October 13, 2026)

A knowledge base draft could be published by accident. Publishing now asks you to confirm first, and Cancel leaves the draft unpublished. When you publish the source language, you can mark existing published translations out of date. Unpublishing the source language unpublishes the whole article, including every translation, after a confirmation; unpublishing a translation affects only that language.

#### Required attributes follow the Insights card order (October 13, 2026)

When you mark a conversation done, required attributes could appear in a different order than the Insights panel. They now follow the same top-to-bottom order, a field that depends on another appears underneath it, and fields not on the Insights card stay at the top.

#### Find the right conversation to link (October 13, 2026)

Linking conversations made it hard to pick the right one from a long list. Link conversations now lets you narrow results by status, customer, and last-updated time, and each result shows the customer's name. Until you search or set a filter, you still see this customer's other conversations first.

#### Repeated Create clicks no longer save a record twice (October 13, 2026)

Clicking Create more than once while a record was saving from the timeline could create duplicates. Create and Cancel now stay unavailable until the first save completes, and return if the save fails so you can try again.

#### Reply all no longer emails your own alias (October 14, 2026)

Replying all to a message that arrived on a support-address alias added that alias back to To or Cc, so the message could loop into your queue. The alias is no longer added; replies stay with external recipients only. This applies in both the current and Classic experiences.

#### Calls you join after an agent drop come off hold (October 14, 2026)

When an agent dropped a call and a second agent answered, the customer stayed on hold and the second agent could not join the conversation. The call now comes off hold the moment the second agent joins. Warm transfers are unchanged: the customer stays on hold until the agents have spoken.

#### Export Buddy user export shows the last sign-in date (October 14, 2026)

The last login date column in a user export showed the date the user's email was verified, so active users could appear to have last logged in years earlier. The column now shows the last time the user signed in.

#### Custom report filters use names (October 14, 2026)

When you edited a custom report chart, filters for teams, tags, status, and other named options expected an ID you had to type. Filters for named options now open a dropdown of display names, so you can pick Assigned Teams or Tags by the name you recognize. Filters that are free text still accept typed values.

#### Workflow error cases save (October 14, 2026)

Choosing what a workflow step does when it fails did not save. On the step, open error cases and pick continue, retry the workflow, retry the action, or stop processing, and your choice now persists.

#### Recently Viewed collapses when dragged closed (October 14, 2026)

Dragging the divider above Recently Viewed all the way down did not collapse the panel, and resizing it shorter could pop it back open. Dragging it fully down now collapses it in the inbox, Search, and Knowledge Base sidebars, and it stays collapsed after a reload, the same way the heading chevron does.

#### Search page controls stay reachable in a narrow column (October 14, 2026)

When a search had more than one page of results and the list sat in a narrow column, the page controls ran past the edge of the row. Previous and Next now stay visible, and the extra page buttons step aside as the column narrows, so you can move between pages without scrolling the footer sideways.

#### Classic timeline opens conversations with very large emails (October 14, 2026)

Opening a Classic conversation that contained an extremely large inbound email (over 1 MB) could freeze the browser tab. The timeline now limits how much processing it does on oversized messages, so the tab stays responsive and the email body renders.

#### Default experience no longer loops between Classic and the new experience (October 14, 2026)

When an organization's default experience was set to the new experience for users but the organization-level toggle was off, opening a Customers link could bounce users back to the inbox in a loop. Those users now land in Classic as expected.

#### Migrated email domains show as complete (October 14, 2026)

After completing an SES migration, the migration wizard kept showing the domain as In progress even though it was verified. Completing the migration now marks the domain as verified. Domains that already finished the migration update the next time you complete the migration again or the domain status refreshes.

#### Exports keep running when a relationship value is missing (October 14, 2026)

An export could stop when a related record returned a gap in its values while reading fields such as email. Missing values are now skipped, so the export completes.

#### Large email bodies no longer freeze the timeline (October 15, 2026)

Opening a conversation with a very large inbound email, such as one with long blocks of URLs, could stall or crash the browser tab. Those emails now render through a faster path, so the timeline stays responsive and the message content still displays.

#### Older custom objects show on the customer timeline (October 15, 2026)

For customers with 500 or more recent custom objects of one type, older custom objects of other types dropped off the customer timeline and only appeared after you opened the related conversation. The timeline now loads each custom object type separately, so those older objects show up again.

#### Extra blank lines kept in Amazon SES emails (October 15, 2026)

Shortcut text that included a list lost its extra blank lines when sent through Amazon SES, so the email spacing differed from what you wrote. Extra blank lines are now preserved in the sent email. Postmark and Gmail sending are unchanged.

### Company searches with set filters return results (October 16, 2026)

A Companies search filtered on Tags with set or not set returned an error instead of results. It now returns the matching companies, and other Company fields that use set or not set, such as name and created date, run the same way.

### Gmail replies no longer quote SMS (October 16, 2026)

On conversations that mix email and SMS, outbound Gmail replies could quote the SMS messages in the history your recipient sees, even with Single message replies selected. Replies now quote only earlier email messages, and only when quoted history is turned on; forwards still include every channel.

### Older objects appear on the customer timeline (October 16, 2026)

On customers with a large number of objects, one high-volume object type could fill the timeline and push older objects of other types, such as tasks, out of view. The customer timeline now tops up each object type so older items of every type appear.

### Custom report chart drilldown (October 19, 2026)

Drilldown on custom report charts did not open the matching conversations in some cases. Choosing a series from the data attributes picker on a chart with more than one query now opens the matching conversation search, and clicking a segment on a single-query chart that breaks down by channel or status also works. Find it in custom reports.

### Remove the first query on a custom report chart (October 19, 2026)

Removing the first query on a custom report chart with two queries did not delete the right query. Confirming Remove on the first query now deletes it and keeps the remaining query, including its dataset, filters, and segments. Find it in the custom report chart builder.

### Search Activity column shows real viewers (October 19, 2026)

Opening a search that included the Activity column marked you as viewing every customer on the page, which showed you to colleagues as present on records you had not opened. The Activity column now shows only colleagues who actually have the customer open. Find it in search results with the Activity column.

### Satisfaction emails use the stored sender name (October 19, 2026)

Satisfaction survey emails and other automated sends that supplied only a From address went out with the bare address instead of your display name. These sends now use the display name stored for the verified email domain; sends that already include a name are unchanged.

### AI procedure tools load on the first turn (October 19, 2026)

After a cold start, AI agents could miss the tools attached to a procedure, so the first reply after loading the procedure could not use them. Procedure tools are now attached even when the first lookup misses, so the next reply can use them.

#### Messages follow their own writing direction (October 21, 2026)

In conversations written in Arabic, English replies were laid out right to left, so punctuation jumped to the wrong end of the line. Timeline messages now read left to right or right to left based on the language of the message itself, and links and email addresses no longer change that choice. Find it in the conversation timeline.

#### Gmail replies stay threaded in mixed email and SMS conversations (October 20, 2026)

In conversations that mix email and SMS, outbound Gmail replies could arrive as separate messages instead of staying in the thread. Replies now thread to the latest email in the conversation, even when a newer SMS sits above it. Quoted history is unchanged.

#### Slack internal threads stay on the right thread (October 20, 2026)

When a Slack internal thread's first send never completed, later top-level posts and reactions in that Slack channel could attach to it, and replies under an unstamped thread could be dropped. Posts and reactions now only attach to their own thread, and those replies are recovered.

#### Correct org logos when switching (October 20, 2026)

Organization logos in the login list and Switch organization were guessed from public website domains, so they could show the wrong logo. The list now shows your workspace's default brand logo when one is configured, and a standard placeholder when it is not.

#### Concierge display names in assignment lists (October 20, 2026)

Assignment pick lists, @mentions, and tooltips showed an AI agent under the name it was created with rather than the display name you set, making agents hard to tell apart. They now show each Concierge agent's Display Name everywhere users are listed or assigned, including AI QA labels.

#### Task names in the audit log (October 20, 2026)

Audit log rows for tasks showed raw IDs in Before and After when a task's customer, conversation, or company changed. Rows now show the customer, conversation, or company name with the ID available to copy from the tooltip. Find it under Settings → Audit log.

#### Out-of-office auto-replies no longer fail sent emails (October 20, 2026)

Some out-of-office auto-replies caused a message that had already been delivered to be marked as failed, and stored the recipient as bounced. Messages the recipient's mail server accepted now stay sent when an out-of-office auto-reply comes back.

#### AI agent handoffs to a human no longer fail on malformed tool arguments (October 20, 2026)

On Claude models, AI agent tool calls with nested arguments could fail validation, which caused handoffs to a human to fail roughly half the time. These arguments are now read correctly before validation, so handoffs and other tool calls complete.

#### Chat no longer errors at login when settings fail to load (October 20, 2026)

If chat settings had not loaded, or the settings request failed, the chat login could throw an error. Chat now skips realtime setup until settings load, then connects automatically once they do.

#### Shared email domains can finish migrating (October 21, 2026)

Support addresses that were set up on a domain owned by another organization could not be completed when moving off the previous email service. Settings → Channels → Email now lists those addresses, and when they are already verified, the migration wizard skips DNS so you can finish moving them. The completion message tells you how many senders stay behind because they were never set up on the new service. Find it under Settings → Channels → Email.

#### Concierge tests stay on the draft (October 21, 2026)

Saving Concierge automation settings could leave that automation's test customer pointed at an older published copy, which can be removed later and break the next test. Saving now keeps the test customer on the working draft, so your next test runs against the version you are editing. Find it in your Concierge automation settings.

#### Voice calls protected from accidental page refresh (October 22, 2026)

Agents lost active calls by refreshing or leaving the page. A leave-page warning now appears during outbound, connecting, bridging, and connected calls. It no longer appears after a call ends, on follower tabs, or when Kustomer moves to an idle page.

#### Translate works on long email threads (October 22, 2026)

Translate failed on long email threads because the whole thread, including quoted replies, was sent for translation. Translate now sends only the new reply, so long threads translate. Find it on the timeline Translate button.

#### Satisfaction surveys send on threaded email replies (October 22, 2026)

Satisfaction surveys sent as replies on an existing email thread through Amazon SES were rejected and did not reach customers. These surveys now send.

### Newly created categories appear in Knowledge Base settings (October 23, 2026)

Knowledge bases with more than 1,000 categories did not show newly created categories in Settings → Categories or in the article category picker after a reload, even though the category had been saved. All categories now load, so a new category appears as soon as you reload. Find it under Settings → Categories and in the article category picker.

### Queue order for requeued conversations (October 23, 2026)

Conversations that were created already assigned, then put back in a queue when their agent went offline, appeared first in line but were skipped by agents until nothing else at the same priority was left. These conversations now take their place in line from the time they were requeued, and queue order for conversations that were already queued is unchanged. Find it under routing queues.

### Inbound WhatsApp messages with phone numbers are received (October 23, 2026)

Organizations that connected native WhatsApp before version 2.0.0 could stop receiving inbound messages that include a phone number, because the Message Received workflow did not read the phone field. Native WhatsApp 2.0.1 points that workflow at the current version, so inbound phone messages create timeline messages again. Update the WhatsApp app to 2.0.1. See [Understanding the WhatsApp BSUID workflow](https://help.kustomer.com/en_us/whatsapp-bsuid-identity-workflow-B18YpEJffl) for more information.

### Queue order for requeued conversations (October 23, 2026)

Conversations that were created already assigned, then put back in a queue when their agent went offline, appeared first in line but were skipped by agents until nothing else at the same priority was left. These conversations now take their place in line from the time they were requeued, and queue order for conversations that were already queued is unchanged. Find it under routing queues.

### Apply shortcuts saved in the new editor (October 25, 2026)

Applying a shortcut to a conversation reply could fail with a "Failed to merge shortcut data" error when that shortcut had been saved from the markdown editor. Shortcuts saved this way now apply correctly in the reply editor, including shortcuts whose content is entirely markdown, and merge fields in them are filled in as expected. Find it under shortcuts in the conversation reply editor.