v2026.8.22
Release date: August 27, 2026
New Features
One-off message on a pending chat
On pending conversations, agents only saw Attend. With the option on, a second button appears — Send a message — so they can reply without taking the ticket.
The input does not open on its own: only after that click. If they close the conversation or open another one, the state is gone and both buttons come back. The chat stays pending; sending the message does not start attendance.
The option is off by default. Each organization decides whether to show the button.
Full guide: Settings — Allow message without attending
What is it for?
- Send a quick note without taking the conversation out of the queue
- Avoid attending a ticket just to send one line
- Keep the conversation available for another agent
How to use?
- In Settings → Attendance, turn on Allow message without attending
- Save
- Open a pending chat: besides Attend, Send a message appears
- Click that button to unlock the message field
- Send. The chat stays pending
Reservation and 24-hour window
If the chat is reserved for another agent, the reservation banner still replaces the buttons. On channels with a closed 24-hour window, after the click you see the existing notice — not the composer.
Benefits
- A one-off reply without occupying the ticket
- Queue and assignee stay as they were
- Per-organization control, with no change for teams that leave it off