v2025.12.8
Release date: December 17, 2025
✨ New Features
Agent Assignment and Removal by Administrator
Administrators and owners can now manage agent assignment in conversations without entering each conversation individually.
What you can do?
- ✅ Transfer conversation to another team
- ✅ Assign a specific agent
- ✅ Remove agent and leave conversation pending in queue
- ✅ Manage support directly from the list
How to access?
The "Transfer Agent/Team" option is available in:
- Conversation List - Three dots menu (⋮)
- Customer History - Actions menu
- Inside Conversation - Menu in top right corner
Transfer options
| Option | What happens |
|---|---|
| No agent | Conversation stays pending in team queue |
| Specific agent | Conversation transferred and marked as "In progress" |
Permissions
| Role | Access |
|---|---|
| Owner | ✅ Yes |
| Admin | ✅ Yes |
| Member | ❌ No |
Filters Blocked for Limited Users
Users with limited profile now have restricted access to system filters.
What changes?
- Filters are hidden or disabled for limited profiles
- Only users with adequate permissions can use filters
- Greater permission control and security
🎯 Benefits
- ✅ More agile queue management
- ✅ Easy support redistribution
- ✅ Greater security and control
- ✅ Optimized handoff flow