# September 2026 release notes > September 2026's big releases: Kustomer shipped a new mobile experience, BSUID support, AI profile management, and a host of UX polish and reliability fixes. Source: https://help.kustomer.com/en_us/september-2026-release-notes-SyFNKi2PGx Last updated: 2026-10-01T18:03:50.813Z In September 2026, Kustomer shipped a new mobile experience letting reps and managers work conversations, dashboards, and settings from phones and tablets, alongside general availability of WhatsApp business-scoped user ID (BSUID) support for more reliable customer identity resolution across native WhatsApp, Twilio, and MessageBird. Beyond these headline features, the release also added AI Profile management under Assistants settings, deeper company-hierarchy visibility, and expanded filter search capabilities. The update rounds out with a long list of UX polish and reliability fixes spanning search, email, Copilot, and voice calling. * [New Features](#new-features) * [Improvements](#improvements) * [Fixes](#fixes) ## New Features **Access Kustomer from your mobile device (September 1, 2026)** The new Kustomer experience is now available on phones and tablets through the Kustomer mobile application. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/79d920ad00fe478abe6384569c751092.png) Reps can review and respond to conversations, search for customers, and update conversation details while away from their computers. Managers and administrators can also access supported dashboards, reports, and organization settings based on their roles and permissions. The mobile application is a progressive web application (PWA); users can open Kustomer in a supported mobile browser and install it on their device's home screen for app-like access. [Learn more about the Kustomer mobile application](https://help.kustomer.com/en_us/understanding-the-kustomer-mobile-application-ByFwRF4OGg) **WhatsApp business-scoped user ID support is now generally available (September 1, 2026)** Kustomer now supports WhatsApp business-scoped user IDs (BSUIDs) as part of WhatsApp customer identity handling. As WhatsApp adopts BSUID-based identity handling, phone numbers are no longer the only identifiers available for resolving WhatsApp customers. Kustomer can now capture and preserve BSUID data when it is provided through native WhatsApp, Twilio, or MessageBird integrations. BSUID support includes: * **BSUID**: The WhatsApp business-scoped identifier. * **Scope ID**: The identifier that scopes the BSUID to a specific provider or account context. * **BSUID provider**: The source of the WhatsApp identity data, such as native WhatsApp, MessageBird, or Twilio. * **Parent BSUID**: An optional additional BSUID value that Kustomer can display when provided. Kustomer does not use parent BSUID values for indexing or outbound messaging. Kustomer uses these fields during WhatsApp customer lookup, creation, and updates. Customer profiles can also display BSUID, Scope ID, and provider information in the WhatsApp section. WhatsApp BSUID values are non-editable and are passed from WhatsApp to Kustomer. ### Updating your WhatsApp application To use BSUID support, use the following application versions or later: * WhatsApp to latest * Twilio to latest * MessageBird to latest * Kustomer 1.10.22 at minimum To update an installed application: 1. In the left navigation panel, click **Application store**. 2. Search for your WhatsApp application. 3. Click **Upgrade** to install the latest version. For more information about BSUID identity handling, workflow behavior, and customer profile fields, see [WhatsApp BSUID identity workflow](https://help.kustomer.com/en_us/whatsapp-bsuid-identity-workflow-B18YpEJffl). **AI Profiles in Assistants settings (September 14, 2026)** Customer Assist AI Profiles previously lived apart from other assistant settings. AI Profiles now live directly under Settings → Assistants → AI Profiles, where you can create and edit profiles, link them to Pro assistants with an AI Answer step, and preview responses in a built-in playground before saving. **Company records now surface descendant-company activity (September 14, 2026)** Company records with sub-companies underneath them didn't surface those sub-companies' activity when you looked at the parent company. People, Conversations, Timeline, and Objects on a company record now include activity from its descendant companies, with timeline entries showing which company a record actually belongs to. Find it on any company record. **Search everything from filter search (September 15, 2026)** When you add a filter in search, reporting, or settings, type > in the picker to jump straight to any field or value across Conversations, Customers, and other objects available in that context. Results show the full path, like Conversation > Status > Open. Find it in any filter builder's first picker. **Share Audit Log settings access - (September 22, 2026)** Only administrators could review how audit log settings were configured over time, even when another role needed that visibility for their job. Administrators can now grant access to these [user settings](https://help.kustomer.com/en_us/define-user-access-S17nw7IJv) to anyone through a permission set — turn on "Audit Log Settings Page" under Audit logs, and that person can open Settings and review configuration changes. Reverting a change stays limited to administrators. Find it under Settings → People → Permission sets. ## Improvements **User name display format everywhere (September 1, 2026)** Your organization's user name display setting — display name only, legal name only, or both — now applies consistently everywhere names appear: inbox assignment, search, the timeline, Command Center, and reporting. Set it under Settings → Workspace → Organization. **Higher Custom Workflow Limit for Ultimate Plans (September 2, 2026)** Ultimate-plan organizations were capped at 150 enabled custom workflows, and once they hit that limit only the first page of workflows was processed during event handling. The limit is now 200, and workflow processing retrieves every page so all enabled workflows run as expected. **Voice Access Without a Separate Permission (September 2, 2026)** Agents on a voice-capable team previously needed a separate permission granted before they could use Voice, even when their team already had a voice provider installed. Voice access now follows team and provider setup alone, so agents see the phone icon and can place calls as soon as their team is voice-enabled. **Clearer Recent Exports Status (September 2, 2026)** The Recent exports modal used generic filter wording for empty states, making it unclear whether an export tab was empty or still loading. Each status tab now shows a clear, specific empty message and opens immediately. Find it under Search → Exports → Recent exports. **Clearer Org Logging Search (September 3, 2026)** Searching organization logs with fewer than three characters showed a misleading "no results" message instead of explaining why. Search now tells you when more characters are needed, and empty states distinguish between no errors in the selected time range and no matches for your search. **Deletion Rules Page Layout Polish (September 3, 2026)** The Deletion rules page buried its warning below search and filters and ran deletions without confirming first. The warning now appears above search and filters, status filtering is clearer, the audit log opens in a new tab, and deletion actions ask for confirmation before they run. **Concierge's Default AI Model Updated (September 3, 2026)** New Concierge automations now default to the latest available model (Luna) for stronger reasoning, and outdated model options have been removed from the model picker. Existing automations keep the model they were built on and are unaffected. Find it in Copilot Builder when creating a new Concierge automation. **Assistant editor tabs and history (September 14, 2026)** Editing a conversational assistant meant navigating a second row of tabs to reach automation and behavior settings. The assistant editor now organizes everything under Dialogs, Settings, and History tabs, matching other settings editors. History lets you browse past versions, view one read-only, create a new draft from any version, resume an existing draft, or discard the current draft. Find it under Settings → Assistants. **Find settings pages from the command palette (September 14, 2026)** Finding a specific settings page meant opening the command palette and typing ">" first, or hunting through the settings sidebar. Typing a settings page name — Brands, Users, Tags, and more — directly into the command palette (⌘K) now jumps straight there. **Clearer ANY and NOT filter groups (September 14, 2026)** When building a search filter, ANY (OR) and NOT (exclude) groups were easy to mistake for regular fields in the filter picker. The picker now lists them under a Conditionals heading with labels that match the filter bar. Find it wherever you add a search filter. **Observe trace context on detail (September 14, 2026)** Reviewing a Copilot trace required piecing together the user, customer, input, and response from separate panels. The trace detail page now shows a labeled summary of all four in a compact grid next to the trace's span details, with customer names linking to the conversation when one is available. Find it in Kustomer AI Observe. **Classic protects searches with excluded conditions (September 14, 2026)** Saving a search in Classic that contained a nested exclude (NOT) condition built in the new Kustomer experience could silently strip that condition out, changing which records the search returned. Classic now recognizes these searches, opens them read-only, and directs you to edit them in the new Kustomer experience instead. **Tree and waterfall trace span views (September 15, 2026)** Reviewing how Kustomer AI resolved a conversation meant working through a single flat list of steps. Trace detail now offers two views: a Tree list, and a Waterfall timeline that lays spans out over time with details visible below the table. Find it on any Kustomer AI trace detail page. **Company Timeline filter by company (September 15, 2026)** The Company Timeline tab could only be filtered by things like date and type, with no way to narrow to a single company when a timeline spans a hierarchy. You can now add a Company filter, the same way the People tab already lets you filter by company. Find it in the Timeline filter menu. #### Filter object searches by company fields (September 18, 2026) Searching a custom object type, such as Feature Requests, offered no way to filter by a company-level custom field like Owner Company — only the standard company hierarchy filter was available. The filter menu for these searches now includes your organization's company custom attributes, so you can filter by Owner Company and similar fields directly. Find it in the filter menu for any custom object search. #### Find companies by any part of their name (September 18, 2026) Company pickers only matched names starting with what you typed, so searching "brella" would never surface "Umbrella Corp." Company pickers now match anywhere in the name, so partial and mid-word searches return the company you're looking for. Find it in any company picker across Kustomer. #### Escalation emails link back to the conversation (September 18, 2026) An internal-thread escalation sent to Slack by email had no way to jump back into Kustomer from the message itself. Every internal-thread escalation email now includes a "View in Kustomer" link, so anyone reading it in their inbox can open the conversation directly. #### Shortcuts support markdown lists and formatting (September 21, 2026) Shortcut previews didn't render Markdown formatting, so nested lists and inline formatting authored in a shortcut looked flat or lost their structure. Shortcuts now preview Markdown paragraphs, nested bulleted and numbered lists, inline formatting, links, and merge fields, and numbered lists keep their starting number. Find it under shortcuts in the message composer. #### Answering a voice call satisfies first response SLA (September 21, 2026) First response time SLAs for voice calls previously required a follow-up message to be marked met, so an agent who promptly answered a call could still show as missing their SLA. Answering an inbound call now satisfies the first response SLA the moment it's picked up, whether or not your org uses AI agent call handling, so SLA reporting reflects when a human actually responded. **Copilot uses your local time zone (September 22, 2026)** Copilot didn't always know an agent's local time, so time-sensitive answers could reference the wrong moment. Copilot conversations now include your browser's detected time zone, so responses about times and dates reflect your local context. It falls back to UTC if your browser can't report a usable time zone. **Company filter label unified (September 22, 2026)** Search and reporting filters referred to the same company picker with three different labels — "First Company," "Company Id," and "First Company Id" — even though none of them displayed a raw ID. Every company-name picker across Advanced Search, Customer search, Message search, and the Reporting filter panel is now labeled simply "Company." A separate "Company Id" filter that genuinely filters by raw ID is unchanged. #### Clearer notification sound descriptions (September 28, 2026) Notification sound settings didn't explain what each toggle actually covered, leaving it unclear when Repeat or Voice applied. Settings → Notifications now describes the Messages and Conversations sound sections separately, and explains that Repeat keeps playing until you open the conversation or respond, while Voice doesn't repeat. Find it under Settings → Notifications → Sound. #### Layout choices say who they fit (September 28, 2026) It wasn't always clear which inbox layout suited a given role. Each layout option in Choose your experience, and in the layout preview, now explains who it's for: Compact for clearing tickets quickly, Classic for keeping the inbox, conversation, and customer together, Top Bar for switching among a few open conversations, and Workspace for leads and managers who want the queue and customer in one view. Find it under Choose your experience. ### Assistant-powered chat sessions greet customers right away (September 29, 2026) A chat session created through the API with an assistant attached did not save its greeting message or start the assistant's run state, so a customer's first reply could not reliably continue the conversation. Creating a linked session with an assistant now persists the greeting and starts assistant state immediately, so the conversation is ready before the customer's first message arrives. ### Choose the right tool by name when building agent handoffs (September 29, 2026) Setting up a condition based on an agent's tool call required typing the tool's internal name exactly, which was easy to get wrong. The condition field now offers a dropdown of that agent's available tools by their display name, and saves the correct underlying value automatically. Find it in Settings → Automations → an agent block's condition editor. ### New experience switch is remembered - IMPROVEMENT (September 30, 2026) Switching between Classic and the new Kustomer experience used to be easy to lose track of. Settings → Workspace → New Kustomer experience now explains that once you switch, Kustomer remembers your choice — links and bookmarks keep opening in that experience until you switch back. Switching doesn't change permissions, team membership, or data access. ### SDK error messages are readable again - IMPROVEMENT (September 30, 2026) Some chat SDK error messages were showing up as a generic unreadable object instead of a usable description, making integration issues hard to diagnose. Error messages built from the API now always include a readable description alongside the underlying error code. ## Fixes **Saved searches stay visible after navigating (September 1, 2026)** Saved searches in the sidebar no longer disappear after you navigate away and come back. Reorganizing your saved searches also now lets you drop an item back into its original position, and the team/user pickers in Search settings match the clearer Add teams / Add users pattern used in SLA settings. Find it under Search. **Unsupported search aggregations rejected clearly (September 1, 2026)** Saved searches that use unsupported aggregation options for conversation time now show a clear rejection instead of silently returning incomplete results. Find it in Search. **Snooze Status Stays Disabled (September 2, 2026)** Turning off a snooze sub-status or custom snooze option, then editing its name or time, could silently turn that option back on. The Status setting in the snooze peek panel now holds through any other edit. Find it under Settings → System → Status. **Date-Only Fields Keep the Picked Day (September 3, 2026)** Date-only custom attributes could shift by a day depending on the viewer's time zone, so a date picked in one region could display as the previous or next day somewhere else. New values now store as UTC midnight and display consistently in UTC. Find it on any record with a date-only custom attribute. **Satisfaction Audience Filter Labels (September 3, 2026)** The Satisfaction survey Audience filter picker showed blank rows for several filter criteria, making it hard to tell what you were selecting. Criteria such as Deleted, Company, and Meta now show readable names instead of icon-only rows. Find it in Settings → Administration → Satisfaction. **Language Options Save on the First Try (September 3, 2026)** Turning on a language in Workspace settings and enabling Chat, Knowledge Base, or Intent Detection for it in the same save could silently drop those choices, requiring a second save to make them stick. One Save now keeps all the options you selected. Find it in Settings → Administration → Localization. **Select Multiple Tag Colors and Statuses (September 3, 2026)** The Color and Status filters on the Tags settings page only kept one selection at a time, so choosing a second option replaced the first. You can now filter by several colors at once, or by tags toggled on or off together. **Company Filter Works in Feature Request Search (September 3, 2026)** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8b8538679aa87eef3d095cc07d7a1ac0.png) Feature Request search offered two Company filters that looked interchangeable, but one of them silently returned zero results for Feature Requests linked directly to a company. The non-working filter has been removed. Find it in Feature Request search and the command palette. **Large Inbound Emails Display Cleanly in the Timeline (September 3, 2026)** Inbound emails with very large embedded images could show a wall of raw image code in the conversation instead of a readable message. Oversized emails now fall back to the plain-text version of the message, while attachment previews continue to load normally. **Conversation Volume Overlay Loads Reliably (September 3, 2026)** The Conversation Volume report's frequency overlay could time out and fail to load because of how it was joined to customer data. The overlay now resolves against the correct customer mapping. Find it in Reporting → Conversation Volume. **Callback IVR Plays the Right Prompts (September 3, 2026)** The callback IVR menu could repeat its prompt only twice instead of three times, and callers wouldn't hear a confirmation message after selecting a callback. The menu now plays up to three times as configured, and callers hear the confirmation message before the call ends. **Message Status Reflects Bounces and Rejections (September 3, 2026)** An email that hard-bounced, was rejected, or triggered a spam complaint after sending still showed "sent" in the timeline indefinitely, with no way to tell delivery had actually failed. Messages now update to reflect bounces, rejections, spam complaints, deliveries, and opens as those events happen. Find it on any email conversation's timeline. **Observe No Longer Crashes on AI Reasoning Nodes (September 3, 2026)** Clicking a thought-bubble node for certain AI models in Automations Observe could crash the sidebar with a rendering error. Observe now renders those reasoning and sub-agent messages correctly. Find it in Automations → Observe. **New Conversations Stay on the Message Thread (September 3, 2026)** Starting a new conversation and sending the first message could unexpectedly bounce the customer back to their conversation history instead of keeping them on the new thread. Find it in the Chat widget. **SLA names in search filters (September 7, 2026)** When you added an SLA Name filter while building a search, the value picker showed internal ID strings instead of readable SLA names. The value picker and applied filter chips now show SLA names instead. Find it under Search → Add filter → SLA Name. **Save bar on Email settings (September 7, 2026)** Editing threading, spam filtering, Gmail, or Internal Threads in Email settings saved changes immediately, with no way to review or undo an edit before it took effect. This settings tab now shows Save changes and Discard at the bottom of the page, and warns you before leaving with unsaved edits. Find it under Settings → Channels → Email → Settings. **Convert visual templates to code (September 7, 2026)** Converting an email template from the visual builder to the code editor failed with a "Could not convert template" error. This conversion now completes successfully and opens the compiled HTML in the code editor. Find it under Settings → Email Templates → visual builder → Convert to code editor. **Higher size limit for automation deploys (September 14, 2026)** Deploying a large automation could fail outright once its definition passed a fixed size limit, blocking legitimate workflows built with many steps. The deploy limit has been raised. **AHT number filters restored (September 14, 2026)** A recent change left the Average Handle Time filter without its numeric comparison options, so the operator dropdown appeared empty when filtering a search by handle time. Number operators are back, along with Is Set and Is Not Set options. **Copilot finds Help Center content across all locales (September 14, 2026)** When a Help Center article's source-language version was empty, Copilot treated that as a real answer instead of falling through to a translated version. Copilot now recognizes an empty or title-only article and moves on to the next available translation. Find it wherever Copilot searches your Help Center. **Higher limit for long inbound email identifiers (September 14, 2026)** Inbound emails with unusually long message identifiers — common with certain purchase-order and vendor notification systems — were being rejected outright, dropping the message and any attachments. The identifier limit has been raised to accommodate these longer values. **More reliable conversation channel handoff during customer merges (September 14, 2026)** When two customer records were merged, a rare timing issue could leave the surviving conversation without its live channel connection, so new messages didn't appear in real time until the page refreshed. That handoff is now resilient to a slow cleanup step. **Team Pulse In Queue count includes queued tasks (September 14, 2026)** The Queues tab's In Queue count only reflected queued conversations, undercounting queues that also held queued Tasks. The headline number now includes queued Tasks alongside conversations. **Amazon SES MAIL FROM DNS records (September 14, 2026)** Setting up a custom email domain with Amazon SES didn't clearly show which DNS records handled sender alignment. Adding or verifying a domain on Amazon SES now displays the MAIL FROM MX and TXT records needed for SPF alignment, each labeled by type. Find it in your email domain setup. **Task kviews keep unsaved edits (September 14, 2026)** While available for new work, background refreshes could wipe out fields you were still filling in on a Task or custom-object record. Those views now hold their place during a background refresh, so your in-progress edits stay put until you save. **Classic email uses the correct Support Address (September 14, 2026)** Starting a new email conversation in Classic could stamp the From address with an unsorted outbound account instead of your top Support Address. Classic now waits for your Support Address order to load before selecting a From address. **Classic WhatsApp reconnect fix for multi-phone accounts (September 14, 2026)** Reconnecting a WhatsApp Business Account that had more than one phone number in Classic could fail to sync correctly, and connecting a number already registered to another organization showed an unclear error. Classic now refreshes your account list after a successful reconnect and shows a clear message when a number belongs to another organization. **Classic Task and SmartBar views stop refreshing mid-edit (September 14, 2026)** While available for new work, a routine background check could refresh Task and SmartBar detail views every few seconds in Classic, flashing the Task timeline card, blanking SmartBar details, and wiping unsaved custom-field input. Those views now recognize when nothing has actually changed and skip the refresh. **Internal Slack escalations stay in one thread (September 15, 2026)** Replying to an internal-thread Slack escalation could open a new Slack thread instead of continuing the original one. Failed sends no longer leave metadata-only cards, and replies stay in the original thread. **Fix blank object view after a stale link expires (September 15, 2026)** Opening a custom object that loads through a temporary storage link could show a blank view if that link had quietly expired before its stated expiration time. Kustomer now detects the expired link, refreshes it, and reloads the content automatically. #### iPad search opens conversations on tap (September 18, 2026) Tapping a search result on iPad could show only a preview instead of opening the conversation, unless you tapped one specific empty column. Tapping any cell in a search result, including the customer or assignee columns, now opens that conversation. Long-press still opens a quick preview. #### API Keys search stays on the page (September 18, 2026) Searching API keys in Settings could crash the page. Searching now filters the table as expected, and keys without a name still appear in the list. #### App Directory features list is complete (September 18, 2026) The Features tab on an installed app in Settings → Apps looked empty for most apps, hiding the objects, insight cards, timeline layouts, workflows, webhooks, widgets, and templates it added. That tab now lists everything the app adds, and you can open any of those features directly from the list. #### Inbound webhook search finds addresses (September 18, 2026) Searching Inbound Webhooks in Settings only matched a hook's name, so a webhook found by its address or description wouldn't turn up. Search now also matches the Hook Address and description, and hooks with a blank name still appear, showing their ID in the Name column. #### Knowledge Base folders keep their saved order (September 18, 2026) Category folders in Knowledge Base could shuffle into a different order than the one you set when organizing categories. Folders now stay in your saved order; newly added folders still appear at the end until you move them. #### Manage Apps settings stay readable (September 18, 2026) An installed app's settings could become unreachable when its description was long, since the settings panel couldn't scroll and app icons could appear cropped. The panel now scrolls so settings stay reachable, icons display in full, and long descriptions collapse with a Read more control. #### Org Logging opens the app with the issue (September 18, 2026) When an Org Logging error belonged to a specific app, See details opened the general Manage Apps list instead of that app's own settings page. See details now opens the specific app's settings page, and the Errors table shows which app each error belongs to. #### Clearer outbound webhook settings (September 18, 2026) Creating or saving an outbound webhook could block you with no explanation when something was invalid. Field errors now appear directly on the form, Create stays available (though disabled with an explanation) once you're at your webhook limit, and a new Source column makes clear which webhooks you created versus which came from an app. #### Create SLA with filled alert times (September 18, 2026) Creating a service level agreement could fail even when the alert interval and breach threshold looked complete, asking you to fill in fields you'd already set. Choosing a number while the Minutes unit was already shown now saves correctly, so Create goes through as expected. #### Status create peek closes after save (September 18, 2026) Creating a conversation sub-status or custom snooze option in Settings could leave the create panel open even after the new item was successfully added to the list. The panel now closes automatically once your save succeeds. #### Visual builder opens for saved templates (September 18, 2026) Opening an existing visual email template in Settings could land you in an empty code editor instead of the visual builder. Existing visual templates now open in the visual builder as expected. #### Workflow editor save works again (September 18, 2026) Saving a workflow could fail outright, with the editor giving no indication of whether the save had succeeded or failed. Saving now shows a clear confirmation on success and an error if it fails, and any edits you make while a save is still running are kept for the next save. #### Knowledge Base folders match the selected brand (September 18, 2026) Browsing and organizing Knowledge Base categories could show folders that didn't belong to the brand you'd selected, and deleted folders could keep appearing in the list. Category folders now match your selected brand and follow the same order shown on the Categories page in Classic. #### Internal tab only shows internal folders (September 18, 2026) The Internal tab in Knowledge Base could list folders whose articles were all public, because unpublished draft articles weren't counted when Kustomer decided which tab a folder belonged on. Drafts now count toward a folder's audience, so each folder appears only on the tab that matches its content. #### Fix an error opening deeply nested company hierarchies (September 18, 2026) An unusually deep or corrupted company hierarchy could cause certain company and customer views to fail outright instead of showing a clear error. Kustomer now enforces the same depth limit on reading a hierarchy that it already enforces on creating one, so these cases fail cleanly instead of erroring out. #### App updates apply without interrupting your work (September 21, 2026) App updates used to reload your screen at random moments, sometimes interrupting a draft, a form, or an active voice call. Updates now apply only at safe points — when you navigate, when you return from being idle, or after a tab has sat in the background for a while — and a manual refresh is always available from the profile menu. If an update can't load cleanly, you'll see a persistent reload prompt instead of a silent retry loop. #### Tags settings page no longer crashes on stale data (September 21, 2026) The workspace tags settings page could crash or show an incomplete tag list when locally cached tag data was out of date. Tag data is now validated before use, so the settings page loads reliably and stays in sync with your organization's tags. Find it under Settings > Tags. #### Kobject details no longer clip below the fold (September 21, 2026) Opening a record's detail view from a customer timeline or a company page could hide fields, attachments, and comments below the visible area with no way to scroll to them. The detail panel now scrolls properly on both customer and company routes, so all content is reachable. #### Chat replies save without an error (September 21, 2026) Replying in chat could show a "Draft not saved" error after typing or sending, even though nothing was actually wrong. Chat drafts now carry the visitor recipient and subject the same way Classic does, so replies send correctly and drafts save quietly in the background. #### Permission sets show kobject access correctly (September 21, 2026) Editing a permission set's kobject access could show settings that didn't match what was actually configured in the classic app, including access to all kobjects and per-type grants. Permission set kobject permissions now correctly reflect your classic app configuration, and the custom permission sets list defaults to most recently updated. Find it under Settings > Permission Sets. #### Email attachments no longer silently missing on send (September 21, 2026) Emails sent from a draft could go out without their attachments due to a timing race between where a file was stored and where the system looked for it, with no indication anything was missing. Attachment lookup now checks the correct location first and retries briefly before giving up, so attachments included in a draft reliably ship with the sent message. **Send waits until attachments finish uploading (September 22, 2026)** Clicking send while an attachment was still uploading could send a reply before the file finished, leaving a broken attachment on the conversation. The send button now stays disabled until every attachment finishes uploading, and if an upload fails, the unfinished file is removed from the draft instead of being sent broken. **Multi-select hidden for nested classifiers (September 22, 2026)** Turning on "Allow Multiple Selections" while creating a classifier AI attribute with nested options could flatten the option tree unexpectedly. That control is now hidden whenever a classifier has nested options, and it reappears once the last nested option is removed. **Mention menus stay open on click (September 22, 2026)** Clicking a suggestion in an @ mention or snippet menu could close the menu before the choice was applied. The menu now stays open through a normal click and only dismisses when focus actually leaves the editor. **Confirm before removing an email, phone, or website (September 22, 2026)** Removing an email, phone number, or website from a customer or company record deleted it on the very first click, with no way to undo a slip. Removing one of these now asks for confirmation in a small prompt next to the address first, and the remove button sits further from Copy so a click meant to copy the address is less likely to trigger it. **Audit Log no longer shows change history (September 22, 2026)** Security → Audit Log included a "View history" button, but that page only records sign-ins and other activity — not configuration changes — so the button had nothing to show. That button is removed; open Change History from Settings instead when you want to review how settings were updated. **Expand Text hidden on internal notes (September 22, 2026)** The Copilot AI toolbar offered an "Expand Text" action on internal notes, even though Expand Text is designed for customer replies and doesn't apply to notes. Expand Text no longer appears while writing a note; Fix Spelling remains available whenever the notes field has text. **Postmark unsubscribe links in email templates (September 22, 2026)** Saving an email template in the visual editor could scramble a Postmark unsubscribe merge tag, turning the colon and spaces inside it into encoded characters and breaking the unsubscribe link for recipients. The visual template editor now preserves that merge tag as-is, so the unsubscribe link stays clickable. ### Reply to email conversations with missing sender names (September 24, 2026) Some inbound email conversations couldn't get a reply — a blank sender name on the message tripped a validation rule and blocked the draft from sending. Kustomer now accepts a blank sender name on inbound messages and existing drafts, so those conversations reply normally again. #### Internal thread drafts survive navigation (September 28, 2026) Unsent text in an internal thread reply could disappear if you navigated away before the draft finished saving. Your typed text now stays in the composer when you return, and it's saved as you leave so the draft is waiting on the server too. #### Alerts for every new message in a conversation - FIX (September 28, 2026) Only the first new customer message in a conversation triggered an in-app notification and sound; follow-up messages, especially longer ones, could arrive silently. Every new customer message now triggers its own alert. #### Plain-text draft messages send as plain text - FIX (September 28, 2026) Some plain-text draft messages were being wrapped in a full HTML template before sending, so recipients saw formatting that was never intended. Plain-text drafts now send exactly as written. #### Agent handoff paths auto-match the right agent - FIX (September 28, 2026) When building a conversational automation, a path leading out of an agent block didn't always route correctly to the intended next agent. Saving a path now automatically adds a condition matching that specific agent, while any condition you already set by hand is left alone. Find it in AI Agent Studio. #### Shopify checkout chat loads for restricted orgs - FIX (September 28, 2026) Chat embedded in a Shopify checkout or thank-you page failed to load for organizations that restrict which domains can connect, even though the same chat worked fine on the storefront. Checkout and thank-you page chat now loads correctly under a domain restriction, matching the storefront experience. #### AI replies keep brand mentions when guidance is empty - FIX (September 28, 2026) Suggested and automated replies could strip out competitor or third-party brand names even when an account had no specific guidance configured about competitors. Replies now keep those mentions when there's no guidance to act on, while genuine issues like toxic language are still caught and rewritten. ### Clearer password change error messages (September 29, 2026) When a password change or reset was rejected, the only message shown was a generic "invalid password" notice, leaving the reason unclear. The error now explains whether the current password was wrong, the new password was recently used, or the new password does not meet requirements. ### Presence no longer marks unopened customers (September 29, 2026) Colleagues could appear to be viewing a customer record they had never opened, making it unclear who was actually looking at a customer. Presence indicators on the inbox and search now only show a colleague as viewing a customer they have actually opened. ### Add email conversation opens on email (September 29, 2026) Choosing "Add email conversation" from a customer's timeline could open the reply composer on a different channel, such as Facebook, when that customer also had a social identity on file. It now always opens on email, matching the action's name. ### Spam list dates reflect the latest change (September 29, 2026) The allow and block list "Date added" column showed each address's original create date, so a re-added or moved address could look years out of date. It now shows the last time the entry changed, along with who changed it. Find it under Settings → Spam. ### Business Schedule row actions restored (September 29, 2026) The actions column on the Business Schedules table was empty, so a schedule could not be set as default, duplicated, or deleted from the list. Those actions are back in each row's menu. Find it under Settings → Business Schedules. ### Add API key button shows when you're permitted (September 29, 2026) The "Add API key" button in Settings → Security → API Keys only appeared for organization or security admins, even though other roles could have permission to create one. It now appears for anyone with that permission. ### Restoring a Klass view keeps custom code (September 29, 2026) Restoring an older version of a Klass layout could silently rebuild the layout and drop any custom JavaScript or template additions. Restoring a version now keeps its own customizations intact, and opens the code editor when needed instead of regenerating the visual layout. ### Live outbound replies recover after a connection gap (September 29, 2026) Chat could intermittently stop showing new outbound replies — from Scout AI or a live agent — until the customer refreshed the page, even though the message had been sent successfully. The client now recovers and renders those replies after a short connection gap or a session reconnect, without needing a refresh. ### Reconnecting an integration takes effect immediately (September 29, 2026) After reconnecting an app integration such as Jira, the new connection could take up to a minute to take effect, causing failed requests in the meantime. Reconnecting now invalidates the cached connection right away, so the new one is used immediately. ### AI-generated summaries recover from brief connection drops (September 29, 2026) AI-generated conversation summaries and insights could fail outright when the underlying connection reset briefly, requiring a retry. Momentary connection resets are now retried automatically, so a brief network hiccup no longer surfaces as a failure. ### Copilot and Concierge responses are more reliable (September 29, 2026) Some AI-assisted responses, including Copilot and Concierge, could fail with an error caused by an unsupported internal parameter. That parameter is no longer sent, so those responses complete reliably. ### Accept and Reject call buttons hide when the timer runs out (September 29, 2026) An agent could still tap Accept or Reject on an incoming call in the last instant before the routing timeout, clashing with the router's own timeout handling. Once the response timer reaches zero, the call now moves into a timed-out, being-rerouted state and the buttons no longer accept input. ### Unsubscribe links in email templates stay intact (September 29, 2026) The visual email template editor could percent-encode unsubscribe merge tags, breaking the unsubscribe link in templates edited or re-saved after the fact. Those tags now stay in their original, working form when a template is edited or compiled. Templates already saved with a broken link need to be opened and saved again. ### Top bar tab close works again (September 30, 2026) In the top bar inbox layout, clicking the × on a "Currently viewing" tab could silently fail to close it, especially on the conversation you already had open. That control now reliably removes the tab when you click it. ### Copilot keeps unsent prompt text (September 30, 2026) Switching tabs or panels while typing into Copilot, AIR, or Architect used to lose whatever you hadn't sent yet. Unsent text now stays with the conversation, article, automation, or report you typed it on, across tab and panel switches, for the rest of your session. Sending the prompt or signing out still clears it. ### New language drafts in the KB editor start blank (September 30, 2026) Creating a draft for an article language that had no existing translation was copying in content from whatever other-language version you had open, instead of starting empty. A new translation now starts blank; creating a draft from an existing version of the same language still copies that version, as expected. This fix applies in both the new Kustomer experience and Classic. Find it under the Help Center article editor. ### Data Explorer stops rejecting valid repeat questions (September 30, 2026) Asking Data Explorer a follow-up question similar to one you'd already asked could get it incorrectly rejected as unsupported, even though the same kind of question had just worked. Data Explorer now keeps using a query type it already confirmed works instead of overriding it with a low-confidence read on the follow-up. Find it under Kustomer AI → Data Explorer. ### Chat satisfaction surveys respect your form criteria (September 30, 2026) The satisfaction survey offered at the end of a chat conversation always used the first enabled form, ignoring that form's targeting criteria — so some conversations were surveyed when they should have been excluded. The survey now checks your form's criteria the same way it does on other channels. ### Copilot remembers more of the conversation after a summary (September 30, 2026) Once Copilot summarized a long conversation, it relied on that summary alone and lost track of the most recent messages. Copilot now keeps the recent message tail alongside the summary, so its answers and suggestions reflect the full recent context again. Find it under Copilot. ### Copilot only attaches images from the newest message (September 30, 2026) Copilot could attach images from an older message in a conversation and present them as if they belonged to the newest one, producing confusing suggestions. Copilot now only pulls images from the newest inbound message, and attaches none if that message doesn't have any. Find it under Copilot. ### Classic's notification sound list matches the new experience (September 30, 2026) Classic's notification sounds table was missing some messaging apps — including Amazon SES, Portal, and Form — and listed the rest in a different order than the new Kustomer experience. The list now shows the same apps in the same order on both. ### Support Center widget no longer crashes some apps on open (September 30, 2026) Opening the in-app Support Center chat widget could crash some host apps when layout and teardown work ran off the main thread. Widget setup and teardown now stay on the main thread, fixing those crashes.