v2026.3.7

Release date: March 25, 2026

✨ New Features

You can forward a chat message (text or media with a public HTTPS URL) to a new contact or channel using the start-conversation flow.

Speed – Resend content to another customer or channel without manual copy/paste
Media via URL – Images, videos, audio and documents are sent when the attachment has a valid HTTPS URL

In the chat, open the message menu (three dots)
Select Forward
Choose the contact and channel
When done, a toast shows Go to conversation — you stay in the current chat until you choose to open the new service

The request body accepts initialMessage as a string (plain text, as before) or as an object with a type and, for media, an HTTPS URL.

json

{
  "type": "text",
  "content": "Your message here"
}

json

{
  "type": "image",
  "content": "Optional caption",
  "url": "https://...",
  "name": "file.jpg",
  "mimetype": "image/jpeg"
}

Supported types: text, image, video, audio, document. External API documentation includes examples.

When there is an initial message to send and the user is authenticated as an agent:

Pending chat → same effect as Attend: in_progress, current assignee, system message, and flow-pause rules when applicable (spam customers do not trigger auto-attendance)
Chat already in progress with another assignee → if you are not a collaborator, you are added as collaborator (no duplicate if you already are)

If there is no initial message, chat creation behaves as before.

✅ Forwarding wired into the new-service flow – Fewer clicks and fewer mistakes
✅ Flexible API – Text or media by URL on the same chat-creation route
✅ Aligned attendance context – New chat already in progress when it makes sense, or you join as collaborator
✅ Forward UX – You choose when to open the new conversation (toast action)