July focused on making Pleased easier to adopt and manage without requiring support from a Pleased engineer.
We introduced self-service email setup, plan-aware workspace controls and more flexible Chat Widget configuration, alongside improvements across Tickets, Voice, Webforms, Social Channels and the Pleased website.
Workspace management
- Plan-aware workspace controls - Brand and language limits now follow the workspace’s subscription plan.
- Clearer seat management - Admins can see seat usage when inviting or uploading users and are warned when all available seats are occupied.
- Improved team invitations - A dedicated invitation page makes it easier to invite team members, assign roles and check seat availability.
- Deactivate agents - Admins can now deactivate agents when they no longer need access, freeing their seat for another team member.
- Safer brand management - The final brand in a workspace can no longer be deleted, helping prevent workspaces from being left without an active brand.
- Fixed an issue where email addresses using different capitalisation could be treated as separate accounts.
- Fixed issues that could prevent valid email addresses from being used during login or user creation.
- Self-service Email Setup - Brands can now configure inbound and outbound support email from Settings > Email Setup. The guided process covers mailbox or domain details, connection testing and verification.
- Automatic Gmail forwarding confirmation - Gmail forwarding confirmation messages are now handled automatically and will no longer create support tickets.
- Improved inbound email support - Emails containing an HTML body but no plain-text version are now accepted.
- Safer email configuration management - Support email configurations can now be removed without immediately deleting their underlying records.
- Improved error handling and validation across the email setup process.
Live Chat & Chat Widget
- Configurable guest details - Name, email, description and phone number can now be individually configured as required or optional.
- Optional email verification - Email verification can be disabled so a customer’s request is created immediately after submission.
- Flexible CSAT presentation - Customer satisfaction surveys can now use either stars or emoji without changing how responses are submitted.
- Safer chat resolution - Agents must send at least one message before they can end a live chat.
- Additional integration controls - Websites hosting the Chat Widget can detect whether a conversation is active, respond when an open request is created and optionally hide the Chat Widget header.
- Fixed issues that could prevent existing guest customers from creating an open request.
- Improved the handling of optional guest information, names containing additional spaces and verified email requests.
- Fixed navigation and article-related issues within the Chat Widget.
- Fixed missing customer names on some guest-created tickets.
- Added a missing Chat Widget translation.
Tickets & agent workspace
- Improved assignee search - Agents can now be found by name as well as email address when assigning tickets.
- More reliable first reply reporting - Agent first reply times are now recorded more consistently.
- Long ticket subjects - Ticket subjects that exceed the supported length are now automatically limited in the console.
- Fixed an issue that could cause ticket merging to fail when multiple updates occurred simultaneously.
- Fixed an issue that could allow duplicate ticket tags to be added.
- Improved the reliability of ticket updates during periods of high activity.
Voice
- Inline call recordings - Agents can now play call recordings directly within the ticket conversation instead of opening them separately.
- Ignore incoming calls - Agents can dismiss an incoming voice call when they are unable to answer.
- Improved voice assignment and routing behaviour.
- Fixed an issue where cancelled calls could remain active after a follow-up attempt.
- Updated call error messages to make failures easier for agents to understand.
Webforms
- Improved submission confirmation - Customers now remain on the current page after submitting a Webform and see a clear confirmation message.
- Modal close control - Webforms displayed in a modal now provide a close option after successful submission.
- Clearer error handling - Submission errors returned by the platform are now displayed directly within the form.
- Fixed an issue that could cause the second step of Webform setup to appear empty.
- Webforms now default to standard form mode when a website does not specify a display mode.
Social Channels
- Improved the handling of unsuccessful replies sent through X.
- Facebook accounts that were previously removed can now be reconnected.
- Improved Facebook webhook reliability for certain message payloads.
Knowledge Base
- Added improved search descriptions to Knowledge Base pages to help search engines understand and present their content.
Pleased website
- Redesigned website - The Pleased homepage, pricing pages and feature pages have been rebuilt with updated content, calls to action and visual assets.
- Improved search visibility - Public pages now include improved titles, descriptions, canonical links, social-sharing information and sitemap coverage.
- Updated feature pages - The Help Desk, Live Chat, Knowledge Base, Automations, Collaboration and Analytics pages now follow the new site design.
- Added a disclaimer for the X channel within the pricing comparison.
- The Work with Pleased contact form now requires a name.
- Improved page titles and other search information across the website.