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August 2026","\u003Cp>August focused on making Pleased easier to set up and faster for agents to work in, while giving teams more control over customer conversations.\u003C\u002Fp>\u003Cp>We also shipped a wide range of reliability, usability and integration improvements across Live Chat, AI, Tickets, Voice, Email, Social Channels and the Knowledge Base.\u003C\u002Fp>\u003Ch2>Getting started & onboarding\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Getting Started checklist\u003C\u002Fstrong> - New workspaces now include a checklist covering Live Chat, Email, team members and the Knowledge Base. Steps automatically complete as the workspace is configured, or admins can mark them as complete manually.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved workspace invitations\u003C\u002Fstrong> - Invite emails have been redesigned with clearer workspace information, a direct console link and invitation expiry details.\u003C\u002Fli>\u003Cli>\u003Cstrong>Better defaults for new workspaces\u003C\u002Fstrong> - New workspaces now start with a default ticket view showing tickets that have not been closed.\u003C\u002Fli>\u003Cli>\u003Cstrong>Chat Widget setup\u003C\u002Fstrong> - Chat Widget configuration has moved into the Channels area of Settings, creating a more consistent setup experience.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Live Chat & AI\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Skip to Live Agent\u003C\u002Fstrong> - Workspaces can now allow customers to bypass the chatbot, categories and AI and go directly to a human agent. Live Chat, Voice and Open Request can be configured independently.\u003C\u002Fli>\u003Cli>\u003Cstrong>Chat reassignment visibility\u003C\u002Fstrong> - When a live chat is handed to another agent, the reassignment is now shown directly within the conversation.\u003C\u002Fli>\u003Cli>\u003Cstrong>Accept or ignore incoming chats\u003C\u002Fstrong> - Agents can accept or ignore incoming chat requests directly from the notification banner. The state is synchronised across browser tabs to reduce duplicate handling.\u003C\u002Fli>\u003Cli>\u003Cstrong>Guest CSAT\u003C\u002Fstrong> - Customer satisfaction surveys can now be presented to guest chatbot users.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved AI handoff\u003C\u002Fstrong> - Multiple tags can now be applied during AI handoff without preventing the associated ticket from being created.\u003C\u002Fli>\u003Cli>\u003Cstrong>Chat lifecycle events\u003C\u002Fstrong> - Websites hosting the Pleased Chat Widget can now listen for chat start and chat end events.\u003C\u002Fli>\u003Cli>\u003Cstrong>More accurate chat duration\u003C\u002Fstrong> - Chat duration is now calculated from the point an agent accepts the conversation, where agent acceptance is enabled, and can no longer produce negative values.\u003C\u002Fli>\u003Cli>\u003Cstrong>Clearer abandoned and missed chat reporting\u003C\u002Fstrong> - Chat classification has been refined to better distinguish between customers leaving immediately after assignment and conversations that remain unaccepted by an agent.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved CSAT experience\u003C\u002Fstrong> - Labels and supporting content on the chatbot CSAT screen have been updated for clarity.\u003C\u002Fli>\u003Cli>Fixed an issue that could leave some AI chat sessions stuck when conversations were created at the same time.\u003C\u002Fli>\u003Cli>Fixed an issue affecting the guest Live Chat flow when Skip to Live Agent was enabled.\u003C\u002Fli>\u003Cli>Fixed an issue where conversations could be incorrectly marked as abandoned shortly after agent assignment.\u003C\u002Fli>\u003Cli>Fixed an issue that could cause chat messages to use outdated timing information.\u003C\u002Fli>\u003Cli>Fixed an issue where chatbot search did not work correctly in some flows.\u003C\u002Fli>\u003Cli>Improved handling of unexpected errors within the Chat Widget.\u003C\u002Fli>\u003Cli>Improved recovery from temporary connection errors during live chat.\u003C\u002Fli>\u003Cli>Fixed an issue where conversation icons did not always follow the configured workspace theme.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Tickets & agent workspace\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Customer Profile in Ticket View\u003C\u002Fstrong> - Customer details are now available in a dedicated panel directly within Ticket View, including for voice tickets.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved first reply reporting\u003C\u002Fstrong> - Agent first reply timestamps now use the actual first-message time more consistently.\u003C\u002Fli>\u003Cli>\u003Cstrong>Long ticket subjects\u003C\u002Fstrong> - Ticket subjects that exceed the supported limit are now automatically truncated.\u003C\u002Fli>\u003Cli>Fixed an issue affecting the multi-panel console layout.\u003C\u002Fli>\u003Cli>Fixed inconsistent filtering within some Help Desk views.\u003C\u002Fli>\u003Cli>Fixed an issue where some tickets could be incorrectly categorised within handover reporting.\u003C\u002Fli>\u003Cli>Fixed an issue where stale information could sometimes remain visible after an update.\u003C\u002Fli>\u003Cli>Fixed an issue where some user status controls were not displayed correctly.\u003C\u002Fli>\u003Cli>Fixed an issue that could occur when the same tag was created simultaneously.\u003C\u002Fli>\u003Cli>Improved compatibility with older Chromium-based browsers.\u003C\u002Fli>\u003Cli>Added missing translations across parts of the console.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Automations & customisation\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Automation Builder\u003C\u002Fstrong> - A new Automation Builder is available within Settings for managing ticket triggers. Admins can view and search triggers, configure conditions and actions, and define when they should run.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved multilingual customisation\u003C\u002Fstrong> - Theme and chatbot customisation now provide more consistent support for workspaces using multiple languages.\u003C\u002Fli>\u003Cli>\u003Cstrong>Safer domain configuration\u003C\u002Fstrong> - Improved handling of shared domain authentication settings to prevent configuration that is still in use from being removed.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Knowledge Base\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Image zoom\u003C\u002Fstrong> - Images within Knowledge Base articles can now be opened in a larger view with zoom and pan controls.\u003C\u002Fli>\u003Cli>\u003Cstrong>AI Knowledge controls\u003C\u002Fstrong> - The Make Priority option for Knowledge Base articles is now shown only for workspaces with AI Knowledge enabled.\u003C\u002Fli>\u003Cli>\u003Cstrong>Improved article formatting\u003C\u002Fstrong> - Blockquote styling has been restored within published Knowledge Base articles.\u003C\u002Fli>\u003Cli>Improved the handling of requests made by the public Knowledge Base.\u003C\u002Fli>\u003Cli>Fixed a build issue affecting the public Knowledge Base portal.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Email\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Improved outbound email setup\u003C\u002Fstrong> - Fixed issues that could prevent outbound email configuration from completing successfully.\u003C\u002Fli>\u003Cli>Fixed an issue affecting \u003Ccode>@\u003C\u002Fcode> characters within email forwarding configuration.\u003C\u002Fli>\u003Cli>Improved the reliability of workspace and brand placeholders used within templates.\u003C\u002Fli>\u003Cli>Improved error handling during email configuration.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Voice\u003C\u002Fh2>\u003Cul>\u003Cli>Fixed an issue affecting guest voice conversations when the same phone number was already associated with another customer.\u003C\u002Fli>\u003Cli>Fixed an issue where incorrect customer information could appear during some voice conversations.\u003C\u002Fli>\u003Cli>Fixed an issue that could affect handoff from Voice AI to a live agent.\u003C\u002Fli>\u003Cli>Improved recovery when an agent assignment fails during a voice conversation.\u003C\u002Fli>\u003Cli>Fixed an issue where an unsuccessful voice assignment could leave the agent in an incorrect state.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Social Channels\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Clearer disconnected states\u003C\u002Fstrong> - Reply functionality is now disabled with an explanation when a connected social account is unavailable.\u003C\u002Fli>\u003Cli>Improved reliability when connecting Facebook Pages.\u003C\u002Fli>\u003Cli>Fixed an issue affecting Facebook connection setup for some newly created workspaces.\u003C\u002Fli>\u003Cli>Facebook Page subscriptions are now refreshed when an existing page is imported again.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Pleased website & signup\u003C\u002Fh2>\u003Cul>\u003Cli>Improved the Pleased signup experience, including clearer plan summaries and the removal of duplicate pricing information.\u003C\u002Fli>\u003Cli>Improved search metadata, canonical URL handling and descriptive image information across the Pleased website.\u003C\u002Fli>\u003Cli>Added cookie consent controls to Pleased.com.\u003C\u002Fli>\u003Cli>Improved image delivery across feature pages to reduce unnecessary image size.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cbr>\u003C\u002Fp>","2026-09-07T14:20:06.000+00:00","2026-09-10T13:16:37.000+00:00","Nikita Beslik",[85],{"title":86,"id":87,"brandId":35,"categoryId":35,"position":35,"description":88,"isActive":19,"language":27,"englishVersion":19},"All Sections",-1,"",{"id":49,"brandId":18,"position":48,"title":52,"description":52,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},[91,92],{"id":78,"brandId":18,"sectionId":32,"categoryId":49,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":69,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},{"id":93,"brandId":18,"sectionId":32,"categoryId":49,"categoryName":32,"categoryNameTranslated":32,"title":94,"titleTranslated":32,"position":93,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},105,"Release Notes - 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