Keyboard shortcuts, haptic feedback, and offline mode on iOS
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Support doesn't wait for a good connection. And it definitely doesn't wait for you to reach for your mouse.
This update started with a simple question: what's slowing agents down? Three answers kept coming up — too much mouse, no feedback on mobile, and dropping the ball when the internet does. So we fixed all three.
Keyboard shortcuts
If you're handling 30+ conversations a day, every click adds up. Not in a dramatic way. Just in a "this is slower than it needs to be" way.
Hit Shift+? anywhere in the app and you'll see everything — shortcuts organized by General, Layout, Chat, Search, and Media. It's the cheat sheet you didn't have to memorize.
Two you'll probably use immediately:
- ] opens and closes the right sidebar. No mouse needed.
- Shortcuts fire whether you're mid-conversation or scanning the inbox — no focus quirks.
This is for the agents who've been using the keyboard for everything else and wondering why the app didn't keep up.
Haptic feedback
On mobile, you shouldn't have to look at the screen to know something worked.
Sending a message has a tap. Starring a contact, toggling a setting, switching themes — each action has a small vibration tuned to what you're doing. Signing out feels heavier than sending a message. It should.
Destructive actions hit differently. Intentionally. It's the kind of detail most people won't notice consciously — but they'll notice when it's gone.
Desktop is untouched. This is purely for phones and tablets.
Offline mode
You're on a flight. A basement. Chennai traffic at 7pm. Your connection drops.
In most support tools, that's where you stop working. Not here.
Messages you send while offline are saved on-device and fire the moment you're back. An offline banner shows across all tabs with a count of what's pending. Background sync pulls new conversations every 15 minutes and pushes your pending changes hourly — even when the app is closed.
Your customers don't know your Wi-Fi dropped. That's the point.
AI assistant
The assistant page got a proper rethink rather than just more features.
Conversations are grouped by time now — Today, Yesterday, Last 7 days — so history doesn't collapse into a wall you have to scroll through. Suggestion chips rotate based on what's actually relevant. The greeting changes with the time of day, which sounds small but makes the whole thing feel less robotic. Context chips sit inside the input bar so you always know what the assistant is working from before you ask.
Less "what can I help with?" — more "here's what I see."
iOS improvements
Long-press any conversation to peek at recent messages without opening it. The full context menu is right there — pin, star, manage — all in one gesture without losing your place in the list.
Pin and spam now actually work end-to-end. Before, pin was cosmetic and spam didn't persist. Now they do. Activity messages show exactly who made the change, what they did, and when — all tracked in the conversation timeline.
Customer list sorting is now server-side. Change the sort order and it refreshes everywhere, immediately.
Also in this update
- "Allow guest submission" is now labeled "Allow visitors to chat" — because that's what it does.
- Form fields and dropdowns use fully rounded corners across the app.
- Sign-in redesign: Apple and Google buttons are the same size now. Brand accent line at the top. Email field works with saved passwords and autofill.