[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:116:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":54,"category":59,"relatedArticles":62,"relatedTagsArticles":71},{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":51,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":53},116,15,"September 2026 Release Notes","\u003Ch2>At a glance\u003C\u002Fh2>\u003Cp>September focused on three themes:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Easier onboarding and setup\u003C\u002Fstrong> - guided walkthroughs for common first-time tasks, clearer People settings, and Telegram channel management in the console.\u003C\u002Fli>\u003Cli>\u003Cstrong>Richer chatbot & visitor experience\u003C\u002Fstrong> - returning guests can keep their session, browse knowledge base content from the widget, and integrators get new events and mobile host support.\u003C\u002Fli>\u003Cli>\u003Cstrong>Stronger channel & automation controls\u003C\u002Fstrong> - External Events automations, Facebook’s extended Messenger reply window, Facebook automation triggers, and safer webform lifecycle (including delete).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Reliability fixes landed across live chat, email, tickets, AI handoff, and voice resolution reporting.\u003C\u002Fp>\u003Chr>\u003Ch2>New features & how they work\u003C\u002Fh2>\u003Ch3>1. Guided Getting Started walkthroughs\u003C\u002Fh3>\u003Cp>New in-product walkthroughs help admins complete core setup without leaving the console:\u003C\u002Fp>\u003Cp>Walkthroughs:\u003C\u002Fp>\u003Cul>\u003Cli>Chat widget setup\u003C\u002Fli>\u003Cli>Invite team members\u003C\u002Fli>\u003Cli>Inbound email setup\u003C\u002Fli>\u003Cli>Outbound email setup\u003C\u002Fli>\u003Cli>Knowledge base article\u003C\u002Fli>\u003C\u002Ful>\u003Cp>What it covers:\u003C\u002Fp>\u003Cul>\u003Cli>Create and configure the widget\u003C\u002Fli>\u003Cli>Adding agents to the workspace\u003C\u002Fli>\u003Cli>Receive support email into Pleased\u003C\u002Fli>\u003Cli>Sending replies from your domain\u003C\u002Fli>\u003Cli>Publishing your first article\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>How it works:\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Chr>\u003Ch3>2. Guest session persistence (returning visitors)\u003C\u002Fh3>\u003Cp>Visitors who identify themselves in the chatbot can be recognised again when they return to your site within a configurable window.\u003C\u002Fp>\u003Cp>\u003Cstrong>How it works:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>The visitor submits their details (name \u002F email \u002F phone) in the widget.\u003C\u002Fli>\u003Cli>Pleased issues an opaque guest key (stored in the browser). The access token is \u003Cstrong>not\u003C\u002Fstrong> kept on the frontend.\u003C\u002Fli>\u003Cli>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.\u003C\u002Fli>\u003Cli>Retention is brand-configurable (default \u003Cstrong>60 minutes\u003C\u002Fstrong>, typically between 5 minutes and 24 hours). Expired or unknown keys are treated the same way for privacy.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Enable guest session persistence on the brand if you want this behaviour.\u003C\u002Fp>\u003Chr>\u003Ch3>3. External Events automations\u003C\u002Fh3>\u003Cp>You can drive Pleased automations from your own systems (CRM, billing, app backends) via a secured API.\u003C\u002Fp>\u003Cp>\u003Cstrong>How it works:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Create an \u003Cstrong>access token\u003C\u002Fstrong> for External Events in the console (Settings).\u003C\u002Fli>\u003Cli>Define \u003Cstrong>External Event automations,\u003C\u002Fstrong> name, description, trigger matching, actions, and priority order.\u003C\u002Fli>\u003Cli>Your system \u003Ccode>POST\u003C\u002Fcode>s an event to \u003Ccode>\u002Fapi\u002Fv1\u002Fexternal-events\u003C\u002Fcode> with header \u003Ccode>pl-external-access-token\u003C\u002Fcode>.\u003C\u002Fli>\u003Cli>Pleased authenticates the token, stores the event, and runs matching automations (assign, tag, notify, etc., depending on configuration).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>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.\u003C\u002Fp>\u003Chr>\u003Ch3>4. Chatbot home, knowledge browse & language controls\u003C\u002Fh3>\u003Cp>Several widget improvements shipped together:\u003C\u002Fp>\u003Cp>\u003Cstrong>Home entry options\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Admins configure which entry points appear on the chatbot home (e.g. live chat, AI, ticket form, KB). Only enabled options are shown.\u003C\u002Fp>\u003Cp>\u003Cstrong>Category & article browse\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Visitors can open knowledge base categories and articles from the chatbot, then return to the conversation flow.\u003C\u002Fp>\u003Cp>\u003Cstrong>Full chatbot step options\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The chatbot builder can surface the complete set of step\u002Foption types where previously some were hidden.\u003C\u002Fp>\u003Cp>\u003Cstrong>Language selection\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Clearer language picker aligned with the brand’s configured chatbot languages.\u003C\u002Fp>\u003Cp>\u003Ccode>chat:end\u003C\u002Fcode>\u003Cstrong> embed event\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Host pages\u002Fapps can listen for when a chat ends, to update UI or analytics.\u003C\u002Fp>\u003Chr>\u003Ch3>5. Facebook Messenger 7-day reply window\u003C\u002Fh3>\u003Cp>Meta allows a limited reply window after a customer’s last Messenger message. Pleased now tracks and enforces this correctly for agents.\u003C\u002Fp>\u003Cp>\u003Cstrong>How it works:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Time since customer’s last DM  | What agents can do\u003C\u002Fp>\u003Cp>Within \u003Cstrong>24 hours                        \u003C\u002Fstrong> | Standard reply\u003C\u002Fp>\u003Cp>\u003Cstrong>1–7 days                                    \u003C\u002Fstrong>|\u003Cstrong> \u003C\u002Fstrong>Manual agent reply only, sent with Meta’s \u003Ccode>HUMAN_AGENT\u003C\u002Fcode> message tag\u003C\u002Fp>\u003Cp>\u003Cstrong>More than 7 days                     \u003C\u002Fstrong> |\u003Cstrong> \u003C\u002Fstrong>No reply until the customer messages again\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Chr>\u003Ch3>6. Facebook automation triggers & comment links\u003C\u002Fh3>\u003Cul>\u003Cli>\u003Cstrong>Automation triggers\u003C\u002Fstrong> can now react to Facebook activity such as post\u002Fcomment replies (labelled clearly as Facebook Post \u002F Comment Reply).\u003C\u002Fli>\u003Cli>\u003Cstrong>Facebook comment links\u003C\u002Fstrong> are attached to comments so agents can jump to the original conversation on Facebook.\u003C\u002Fli>\u003C\u002Ful>\u003Chr>\u003Ch3>7. Webform deletion\u003C\u002Fh3>\u003Cp>Admins can \u003Cstrong>delete\u003C\u002Fstrong> a webform from Settings.\u003C\u002Fp>\u003Cp>\u003Cstrong>How it works:\u003C\u002Fstrong> Deleted forms are distinct from “never existed.” Embeds and links that still point at a deleted form show an \u003Cstrong>unavailable\u003C\u002Fstrong> state instead of a broken or empty form. Form names from deleted forms can be reused when creating a new one.\u003C\u002Fp>\u003Chr>\u003Ch3>8. Telegram channel settings in the console\u003C\u002Fh3>\u003Cp>Telegram is managed alongside other channels under \u003Cstrong>Settings → Channels → Telegram\u003C\u002Fstrong>: add a bot via BotFather access token, assign a brand, control capture of inbound DMs, and set offline\u002Fwelcome messaging. Incoming Telegram DMs become tickets; agents reply from Pleased.\u003C\u002Fp>\u003Chr>\u003Ch3>9. People settings reorganised\u003C\u002Fh3>\u003Cp>\u003Cstrong>People\u003C\u002Fstrong> configuration is split into clearer tabs:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Agents\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>End users\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Groups\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Same capabilities, less hunting through a single crowded page.\u003C\u002Fp>\u003Chr>\u003Ch3>10. Subscription cancellation & scheduled downgrade visibility\u003C\u002Fh3>\u003Cp>When a workspace cancellation or plan downgrade is scheduled:\u003C\u002Fp>\u003Cul>\u003Cli>The console shows a \u003Cstrong>banner\u003C\u002Fstrong> explaining what will happen and when.\u003C\u002Fli>\u003Cli>Downgrade \u003Cstrong>restrictions\u003C\u002Fstrong> (what features become unavailable) are surfaced via dedicated APIs so the UI can explain limits before they take effect.\u003C\u002Fli>\u003Cli>Workspace access behaviour when cancelled is enforced more consistently (restricted workspace state).\u003C\u002Fli>\u003C\u002Ful>\u003Chr>\u003Ch3>11. Longer welcome messages\u003C\u002Fh3>\u003Cp>The chatbot welcome message character limit was increased so brands can use fuller greeting copy without truncation.\u003C\u002Fp>\u003Chr>\u003Ch3>12. Mobile native host for the chatbot (Android)\u003C\u002Fh3>\u003Cp>A native \u003Cstrong>loader\u002Fhost\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Chr>\u003Ch3>13. Voice: call transfer & resolution clarity\u003C\u002Fh3>\u003Cul>\u003Cli>\u003Cstrong>Call transfer\u003C\u002Fstrong> behaviour for selecting the target agent was improved in the voice\u002Fchatbot path.\u003C\u002Fli>\u003Cli>A new resolution reason, \u003Cstrong>“User left after agent assignment”,\u003C\u002Fstrong> 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.\u003C\u002Fli>\u003C\u002Ful>\u003Chr>\u003Ch3>14. Knowledge Base portal quality\u003C\u002Fh3>\u003Cp>The public KB portal received UI alignment with the redesigned support KB look, cache invalidation so published updates appear promptly, better article\u002Fmedia handling (including video), language selector improvements, and hiding the brand selector when only one brand exists.\u003C\u002Fp>\u003Chr>\u003Ch3>15. Console navigation & dashboard redesign (opt-in)\u003C\u002Fh3>\u003Cp>A redesigned \u003Cstrong>console navigation shell\u003C\u002Fstrong> and \u003Cstrong>dashboard\u003C\u002Fstrong> are available behind feature flags (\u003Ccode>NavRedesign\u003C\u002Fcode> \u002F \u003Ccode>enableDashboardRedesign\u003C\u002Fcode>). When enabled for a workspace, agents get the new shell and dashboard layout; when off, the existing UI remains.\u003C\u002Fp>\u003Chr>\u003Ch3>16. Ticket customer profile panel\u003C\u002Fh3>\u003Cp>The customer profile side panel on tickets was updated to present richer \u002F clearer end-user context (including additional metadata where available from the ticket detail API).\u003C\u002Fp>\u003Chr>\u003Ch3>17. Chat widget UUID config lookup\u003C\u002Fh3>\u003Cp>Chat widgets can be resolved by \u003Cstrong>UUID-based\u003C\u002Fstrong> config identifiers as well as legacy IDs, simplifying stable embeds across environments.\u003C\u002Fp>\u003Chr>\u003Ch3>18. Live chat hygiene rules\u003C\u002Fh3>\u003Cul>\u003Cli>Live chats that an agent has engaged with but that remain \u003Cstrong>unassigned\u003C\u002Fstrong> are ended after \u003Cstrong>3 hours\u003C\u002Fstrong> of inactivity, so queues do not accumulate stale conversations.\u003C\u002Fli>\u003Cli>Empty AI chats with \u003Cstrong>no content\u003C\u002Fstrong> are closed automatically.\u003C\u002Fli>\u003C\u002Ful>\u003Chr>\u003Ch2>Improvements\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Email branding\u003C\u002Fstrong> — Product name\u002Flogo updates on system email templates\u003C\u002Fli>\u003Cli>\u003Cstrong>Access tokens\u003C\u002Fstrong> — Full create \u002F read \u002F update \u002F delete for external API tokens used by integrations\u003C\u002Fli>\u003Cli>\u003Cstrong>Live chat notifications\u003C\u002Fstrong> — Better tracking of notification delivery\u002Fstate for agents\u003C\u002Fli>\u003Cli>\u003Cstrong>Agent seat validation\u003C\u002Fstrong> — Stricter \u002F clearer seat checks when inviting or activating agents\u003C\u002Fli>\u003Cli>\u003Cstrong>Agent inactivity\u003C\u002Fstrong> — Inactivity handling can be applied per client where configured\u003C\u002Fli>\u003Cli>\u003Cstrong>WhatsApp assignment\u003C\u002Fstrong> — Correct agent ID used when assigning WhatsApp conversations\u003C\u002Fli>\u003Cli>\u003Cstrong>AI → agent handoff\u003C\u002Fstrong> — When an agent takes over, AI chat history is published into the live-chat node so the agent sees prior AI context\u003C\u002Fli>\u003Cli>\u003Cstrong>AI → ticket transcript\u003C\u002Fstrong> — Escalation \u002F AI messages are included in the ticket transcript on AI-created ticket flows\u003C\u002Fli>\u003Cli>\u003Cstrong>Deletion safety\u003C\u002Fstrong> — Dependency popup when deleting entities that other records depend on\u003C\u002Fli>\u003Cli>\u003Cstrong>Signup\u003C\u002Fstrong> — Users can be logged in immediately after signup where that flow is enabled\u003C\u002Fli>\u003Cli>\u003Cstrong>Deeplinks\u003C\u002Fstrong> — Login preserves deep-link destinations so agents land on the intended ticket\u002Fpage\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Chr>\u003Ch2>Bug fixes\u003C\u002Fh2>\u003Ch3>Live chat & chatbot\u003C\u002Fh3>\u003Cul>\u003Cli>Agents could incorrectly \u003Cstrong>accept a chat after rejecting\u003C\u002Fstrong> it — fixed.\u003C\u002Fli>\u003Cli>\u003Cstrong>Assigned chat notification sound\u003C\u002Fstrong> not playing reliably — fixed.\u003C\u002Fli>\u003Cli>Chat input incorrectly available \u002F gated around \u003Cstrong>AI state\u003C\u002Fstrong> — fixed.\u003C\u002Fli>\u003Cli>\u003Cstrong>Guest authentication\u003C\u002Fstrong> path for AI entry could fail — fixed.\u003C\u002Fli>\u003Cli>“Existing chat” dialog \u003Cstrong>z-index\u003C\u002Fstrong> could hide behind other UI — fixed.\u003C\u002Fli>\u003Cli>Consecutive system messages marking \u002F display issues — fixed.\u003C\u002Fli>\u003Cli>Threshold modal display improved for capacity\u002Flimit messaging.\u003C\u002Fli>\u003Cli>Null-reference crash in widget init (\u003Ccode>Cannot read properties of null\u003C\u002Fcode>) — fixed.\u003C\u002Fli>\u003Cli>Origin warning noise removed from widget boot.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Tickets & helpdesk\u003C\u002Fh3>\u003Cul>\u003Cli>Batch ticket edit showed a \u003Cstrong>failure message after a successful\u003C\u002Fstrong> update — fixed.\u003C\u002Fli>\u003Cli>Backend ticket update errors now surface clearly in the UI instead of failing silently.\u003C\u002Fli>\u003Cli>Agent activity log could disagree with analytics — aligned.\u003C\u002Fli>\u003Cli>Email \u003Cstrong>paragraph spacing\u003C\u002Fstrong> in outbound mail (inline paragraphs collapsing) — fixed.\u003C\u002Fli>\u003Cli>Subject \u003Ccode>Re:\u003C\u002Fcode> detection is \u003Cstrong>case-insensitive\u003C\u002Fstrong>; optional suppress-\u003Ccode>Re:\u003C\u002Fcode> behaviour by ticket tag.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Channels & voice\u003C\u002Fh3>\u003Cul>\u003Cli>Twilio cancel-filter edge case that could affect call handling — fixed.\u003C\u002Fli>\u003Cli>Facebook \u002F social comment linking edge cases for jumping to the source comment — fixed.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Auth & console\u003C\u002Fh3>\u003Cul>\u003Cli>Logout chain could swallow errors — fixed; logout is more reliable.\u003C\u002Fli>\u003Cli>Language configuration incorrectly applied across brands — now scoped to the brand in the URL.\u003C\u002Fli>\u003Cli>Knowledge base article open path required correct brand selection first — fixed.\u003C\u002Fli>\u003Cli>Webform documentation links pointed at non-production URLs — corrected.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Knowledge base portal\u003C\u002Fh3>\u003Cul>\u003Cli>Cache not invalidating promptly after publish — fixed.\u003C\u002Fli>\u003Cli>Assorted QoL issues (icons, dark theme, category API, single-brand UX).\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>\u003Cbr>\u003C\u002Fh2>","2026-10-20T13:47:43.000+00:00",11,"Connor Paterson",[55],{"title":56,"id":57,"brandId":35,"categoryId":35,"position":35,"description":58,"isActive":19,"language":27,"englishVersion":19},"All Sections",-1,"",{"id":48,"brandId":18,"position":60,"title":61,"description":61,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Release Notes",[63,67,70],{"id":64,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":65,"titleTranslated":32,"position":66,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},103,"Release Notes - August 2026",104,{"id":68,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},105,"Release Notes - July 2026",{"id":47,"brandId":18,"sectionId":32,"categoryId":48,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},[]]