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September 2026 Release Notes

Last edited 20/10/2026 by Connor Paterson

At a glance

September focused on three themes:

  1. Easier onboarding and setup - guided walkthroughs for common first-time tasks, clearer People settings, and Telegram channel management in the console.
  2. Richer chatbot & visitor experience - returning guests can keep their session, browse knowledge base content from the widget, and integrators get new events and mobile host support.
  3. Stronger channel & automation controls - External Events automations, Facebook’s extended Messenger reply window, Facebook automation triggers, and safer webform lifecycle (including delete).

Reliability fixes landed across live chat, email, tickets, AI handoff, and voice resolution reporting.

New features & how they work

1. Guided Getting Started walkthroughs

New in-product walkthroughs help admins complete core setup without leaving the console:

Walkthroughs:

  • Chat widget setup
  • Invite team members
  • Inbound email setup
  • Outbound email setup
  • Knowledge base article

What it covers:

  • Create and configure the widget
  • Adding agents to the workspace
  • Receive support email into Pleased
  • Sending replies from your domain
  • Publishing your first article

How it works: Each walkthrough highlights the relevant screens and steps in sequence. Completing a step advances the guide; it can be dismissed and resumed later. Useful for new workspaces and for training additional admins.

2. Guest session persistence (returning visitors)

Visitors who identify themselves in the chatbot can be recognised again when they return to your site within a configurable window.

How it works:

  1. The visitor submits their details (name / email / phone) in the widget.
  2. Pleased issues an opaque guest key (stored in the browser). The access token is not kept on the frontend.
  3. On the next visit, the widget presents that key. If it is still valid for that brand, the guest session is resumed, including the ability to rejoin a recent live chat, without filling the form again.
  4. Retention is brand-configurable (default 60 minutes, typically between 5 minutes and 24 hours). Expired or unknown keys are treated the same way for privacy.

Enable guest session persistence on the brand if you want this behaviour.

3. External Events automations

You can drive Pleased automations from your own systems (CRM, billing, app backends) via a secured API.

How it works:

  1. Create an access token for External Events in the console (Settings).
  2. Define External Event automations, name, description, trigger matching, actions, and priority order.
  3. Your system POSTs an event to /api/v1/external-events with header pl-external-access-token.
  4. Pleased authenticates the token, stores the event, and runs matching automations (assign, tag, notify, etc., depending on configuration).

Use this when something happens outside Pleased (e.g. payment failed, order shipped) and you want the support inbox or ticket state to react automatically.

4. Chatbot home, knowledge browse & language controls

Several widget improvements shipped together:

Home entry options

Admins configure which entry points appear on the chatbot home (e.g. live chat, AI, ticket form, KB). Only enabled options are shown.

Category & article browse

Visitors can open knowledge base categories and articles from the chatbot, then return to the conversation flow.

Full chatbot step options

The chatbot builder can surface the complete set of step/option types where previously some were hidden.

Language selection

Clearer language picker aligned with the brand’s configured chatbot languages.

chat:end embed event

Host pages/apps can listen for when a chat ends, to update UI or analytics.

5. Facebook Messenger 7-day reply window

Meta allows a limited reply window after a customer’s last Messenger message. Pleased now tracks and enforces this correctly for agents.

How it works:

Time since customer’s last DM | What agents can do

Within 24 hours | Standard reply

1–7 days | Manual agent reply only, sent with Meta’s HUMAN_AGENT message tag

More than 7 days | No reply until the customer messages again

The ticket’s social details expose whether the DM reply window is still open or expired, so agents see the constraint before attempting a reply.

6. Facebook automation triggers & comment links

  • Automation triggers can now react to Facebook activity such as post/comment replies (labelled clearly as Facebook Post / Comment Reply).
  • Facebook comment links are attached to comments so agents can jump to the original conversation on Facebook.

7. Webform deletion

Admins can delete a webform from Settings.

How it works: Deleted forms are distinct from “never existed.” Embeds and links that still point at a deleted form show an unavailable state instead of a broken or empty form. Form names from deleted forms can be reused when creating a new one.

8. Telegram channel settings in the console

Telegram is managed alongside other channels under Settings → Channels → Telegram: add a bot via BotFather access token, assign a brand, control capture of inbound DMs, and set offline/welcome messaging. Incoming Telegram DMs become tickets; agents reply from Pleased.

9. People settings reorganised

People configuration is split into clearer tabs:

  • Agents
  • End users
  • Groups

Same capabilities, less hunting through a single crowded page.

10. Subscription cancellation & scheduled downgrade visibility

When a workspace cancellation or plan downgrade is scheduled:

  • The console shows a banner explaining what will happen and when.
  • Downgrade restrictions (what features become unavailable) are surfaced via dedicated APIs so the UI can explain limits before they take effect.
  • Workspace access behaviour when cancelled is enforced more consistently (restricted workspace state).

11. Longer welcome messages

The chatbot welcome message character limit was increased so brands can use fuller greeting copy without truncation.

12. Mobile native host for the chatbot (Android)

A native loader/host path for embedding the Pleased chatbot in Android host apps landed, with client-facing integration docs. Useful if you embed support inside a mobile app rather than (or in addition to) a website.

13. Voice: call transfer & resolution clarity

  • Call transfer behaviour for selecting the target agent was improved in the voice/chatbot path.
  • A new resolution reason, “User left after agent assignment”, classifies calls or chats where the customer disconnects shortly after an agent was assigned (abandoned after assignment, not a simple miss). This improves reporting accuracy for voice and live chat analytics.

14. Knowledge Base portal quality

The public KB portal received UI alignment with the redesigned support KB look, cache invalidation so published updates appear promptly, better article/media handling (including video), language selector improvements, and hiding the brand selector when only one brand exists.

15. Console navigation & dashboard redesign (opt-in)

A redesigned console navigation shell and dashboard are available behind feature flags (NavRedesign / enableDashboardRedesign). When enabled for a workspace, agents get the new shell and dashboard layout; when off, the existing UI remains.

16. Ticket customer profile panel

The customer profile side panel on tickets was updated to present richer / clearer end-user context (including additional metadata where available from the ticket detail API).

17. Chat widget UUID config lookup

Chat widgets can be resolved by UUID-based config identifiers as well as legacy IDs, simplifying stable embeds across environments.

18. Live chat hygiene rules

  • Live chats that an agent has engaged with but that remain unassigned are ended after 3 hours of inactivity, so queues do not accumulate stale conversations.
  • Empty AI chats with no content are closed automatically.

Improvements

  • Email branding — Product name/logo updates on system email templates
  • Access tokens — Full create / read / update / delete for external API tokens used by integrations
  • Live chat notifications — Better tracking of notification delivery/state for agents
  • Agent seat validation — Stricter / clearer seat checks when inviting or activating agents
  • Agent inactivity — Inactivity handling can be applied per client where configured
  • WhatsApp assignment — Correct agent ID used when assigning WhatsApp conversations
  • AI → agent handoff — When an agent takes over, AI chat history is published into the live-chat node so the agent sees prior AI context
  • AI → ticket transcript — Escalation / AI messages are included in the ticket transcript on AI-created ticket flows
  • Deletion safety — Dependency popup when deleting entities that other records depend on
  • Signup — Users can be logged in immediately after signup where that flow is enabled
  • Deeplinks — Login preserves deep-link destinations so agents land on the intended ticket/page


Bug fixes

Live chat & chatbot

  • Agents could incorrectly accept a chat after rejecting it — fixed.
  • Assigned chat notification sound not playing reliably — fixed.
  • Chat input incorrectly available / gated around AI state — fixed.
  • Guest authentication path for AI entry could fail — fixed.
  • “Existing chat” dialog z-index could hide behind other UI — fixed.
  • Consecutive system messages marking / display issues — fixed.
  • Threshold modal display improved for capacity/limit messaging.
  • Null-reference crash in widget init (Cannot read properties of null) — fixed.
  • Origin warning noise removed from widget boot.

Tickets & helpdesk

  • Batch ticket edit showed a failure message after a successful update — fixed.
  • Backend ticket update errors now surface clearly in the UI instead of failing silently.
  • Agent activity log could disagree with analytics — aligned.
  • Email paragraph spacing in outbound mail (inline paragraphs collapsing) — fixed.
  • Subject Re: detection is case-insensitive; optional suppress-Re: behaviour by ticket tag.

Channels & voice

  • Twilio cancel-filter edge case that could affect call handling — fixed.
  • Facebook / social comment linking edge cases for jumping to the source comment — fixed.

Auth & console

  • Logout chain could swallow errors — fixed; logout is more reliable.
  • Language configuration incorrectly applied across brands — now scoped to the brand in the URL.
  • Knowledge base article open path required correct brand selection first — fixed.
  • Webform documentation links pointed at non-production URLs — corrected.

Knowledge base portal

  • Cache not invalidating promptly after publish — fixed.
  • Assorted QoL issues (icons, dark theme, category API, single-brand UX).