Every comment on your live stream now gets a response, and every story reply gets a follow-up — without anyone watching the screen in real time. Teams running launches, flash sales, or live Q&As capture engagement as it happens, instead of cleaning up missed conversations the next day.

Flow Builder now supports two new triggers for Facebook Pages and Instagram Professional accounts:

Also updated:

Four pre-built templates are now on the Flow template page with pre-built nodes, so you're configuring instead of building from scratch:

Getting access to features in development no longer means waiting for a full rollout or reaching out to our team. Now, workspace admins can discover, enable, and explore early-access features on their own — directly from Settings.

is a new page under Settings, visible to admin users and above. It shows a curated list of features we're still refining, each with a description and a toggle you can flip when you're ready to try it.

A few things worth knowing:

Four previews are available at launch: Facebook Utility Message, CX Intelligence, AI Optimization Hub, and Multi-workspace.

Early-access features do not come with an SLA-level stability guarantee and may evolve — but they also give you a direct voice in shaping what we build next.

Setting up an AI agent <> API integration used to mean hunting for the right endpoint, copying details from a separate browser tab, and going back and forth before anything was configured. The updated API integration setup experience cuts that down:

Until now, you could build a Playbook and configure your Agent, but what the AI actually received was a refined version you had no visibility into. If something felt off, there was no clear place to look or fix it.

The new in your Agent configuration page surfaces exactly what your AI agent is working from. You can review and edit each section individually:

One important thing to know: once you make any edits in the AI-Optimize tab, your original Playbook becomes read-only. It stays visible for reference, but all further changes go through the AI-Optimize tab from that point forward.

This gives you real control over what your Agent actually does, instead of guessing why it's not behaving the way you expected.

The refreshed Inbox sidebar gives every user control over what they see. You can now show or hide individual inbox items or entire sections to keep your workspace focused. We've also renamed "Assigned to me" to so your personal queue is immediately obvious at a glance.

These changes matter most for teams working on smaller screens, or agents who only need a slice of the full inbox. Less visual noise means faster navigation.

Cards used to snap back to a default order after every move, accidental drags could quietly bump contacts to the wrong stage, and unclear column names made pipelines harder to read at a glance.

The now gives you more control:

is also smarter: it can now move contacts both forward backward across stages based on their latest intent, and holds back when signals are unclear instead of guessing.

When your Knowledge Base has multiple similar documents — like separate discount policies for different customer tiers — your AI Agent could mix details or return a blended answer. There was no way to tell it which document to use for which scenario.

Now, inside the Playbook instruction editor, type to pin one or more KB documents to any instruction block. The pinned document name stays visible on the block, so it's clear which source powers which scenario.

For example: point one instruction to your VIP-tier discount policy and another to your standard-tier policy — and trust your agent won't blur the two.

👉 Learn how to pin knowledge sources in your Playbook

For companies with an active Stripe-managed subscription, the new Payment Methods page under s puts card management in one place for billing admins:

Your subscription renewals and usage-based charges, like MAC auto-scaling, now always have one clear card behind them — no surprise failures, no portal detours.

Now, in the conversational setup flow for AI integration with custom API endpoints, you can upload your API documentation directly as a PDF, alongside the existing JSON and YAML options.

Get your custom AI integration up and running faster!

Out-of-the-box roles like Admin or Staff don't always match how your business is structured — leaving people with too much access, or not enough to do their jobs.

Roles and permissions (under General Settings → Company settings) are now available to . Super admins can create custom roles, group permissions however they need, and assign them across the team.

A few things you can do:

For example, a retail brand can give store-level agents access only to conversations assigned to their team, while regional managers see everything across their stores — without exposing data from other regions.

👉 Learn how to set up Roles and permissions