Live chat & inbox: merge chats, draggable widget, new-chat popups, and more
Eight fixes and upgrades to the live chat widget, inbox, and ticketing — sticky reply box, a movable widget, on-screen new-chat alerts, conversation merging, the page a chat came from, an agency link, a Tickets tab for support agents, and viewer-aware routing.
Updated June 26, 2026
This release works through a batch of real feedback from teams running
live chat day to day. Eight changes across the widget, the inbox, and
ticketing.
Live chat widget
- Move the widget anywhere. Visitors can now drag the floating chat
- We capture which page a chat started on. Every conversation now
Inbox
- The reply box stays put. The composer is now pinned to the bottom of
- On-screen alert for new chats. In addition to the notification
- Merge conversations. When a customer goes quiet and comes back later
- Quick agency link. Each widget now has a Whitelabel / agency URL
Ticketing & roles
- Tickets tab for support agents. Support-agent teammates (the
- Routing skips viewers. Viewers are read-only and can't reply, so
Nothing here changes how your existing widgets are installed — current
embed snippets keep working as-is and pick up the new behaviour
automatically.