What's new in Deskwoot

New public changelog page at deskwoot.com/changelog, linked from the footer.

Discord channels can show an Open ticket button that opens a private thread and a new conversation.

Chat triggers can show the whole message, its first line, or only a number on the chat button.

Introducing Copilot 2.5 with guided steps, saved chats, changes you approve first and Fynn coaching from a chat.

Tickets and chats now have short links on app.deskwoot.com, used in copied links, emails and integrations.

New Follow Up Boss integration (beta): conversations become leads, and Fynn passes on property requests from Startup.

Search every chat Fynn answered under Fynn AI > Improve and correct his answers in place.

Fynn now answers before asking for contact details, hands over on request and tells customers when your team is back.

New Billbee integration shows orders and shipments in conversations, with Fynn answering order questions from Startup.

Passkeys and security keys are now available as a second factor on every plan, including Face ID, Touch ID and YubiKey.

Group chats that resume after the reopen window now return to the team instead of the last assigned agent.

Facebook Messenger and Instagram direct messages are now channels on every plan, with AI from the Startup plan.

Bulk actions now set or remove categories, and archived categories no longer appear in the Category filter.

The mobile app can now copy conversation links, and these links open directly in the app.

Email inboxes now warn when the server rejects the saved password, and campaigns show undelivered messages and why.

Campaigns are now sent only through your own mailbox, using the inbox's SMTP server or a Microsoft mailbox.

The ticket status filter now takes several statuses at once, can exclude statuses and can be saved as a view.

Fynn workflows now support steps, exact checks and tests, and Kits connect Fynn to your own systems.

Security hardening across the help center, channel setup, single sign on, billing and sign in.

Copy the direct link of any ticket or conversation with one click from its header.

Help center search now matches article text, not only titles, and asking the AI no longer opens the chat automatically.

The chat widget now shows teammate photos to visitors.

Saved views can include or hide several ticket categories, and teams and views can be reordered by drag and drop.

The help center adds a Team only view for internal guides, with a Move button to switch categories between both views.

Each help center now has a single address, and old deskwoot.com/help links redirect to it.

Freshdesk imports on Enterprise with tickets enabled now keep each ticket as a ticket, with its status and messages.

CSAT can now wait a set number of days before surveying the same customer again.

Help center articles you publish, change or remove now reach Bing and other IndexNow search engines within minutes.

Help center articles can now have a US English version for visitors in the United States.

Introducing Deskwoot 2.0 for iPhone and Android, with Fynn, Copilot, tickets, reports, admin settings and dark mode.

Tickets from different contacts in the same organization can now be merged.

Help center articles now use the full page width, with screenshots that enlarge on click and roomier titles.

Views can now filter by several assignees at once, for example Me and Unassigned.

Fynn books tables in Tabology (beta). Connect your venue under Settings > Integrations > Appointments, and Fynn offers free tables in the chat and books them in

A question asked from a help center article reaches the chat with the article as a card, so Fynn and your team know what it is about.

An organization's page now lists its recent tickets next to its recent conversations, each with its status.

Single sign on (SAML) and SCIM user provisioning on Enterprise.

upload images for help center articles from your computer, by paste or by drag and drop, in the editor and through the API.

upload your own fonts for the help center and use them for text and headings; custom CSS can now be up to 50,000 characters.

subcategories show on their parent category's page, and the help center home shows only your top level categories.

the REST API has its own address, https://api.deskwoot.com/v1. The old address deskwoot.com/api/v1 keeps working for now.

the Freshdesk import points links between help articles at the imported Deskwoot articles, and old Freshdesk article, folder and category addresses on your help

Reports, rebuilt: an overview of how customers get help, 15 ready reports, your own charts, shared links, scheduled emails and Copilot on every chart.

Owners can hand their workspace over to another administrator in Settings > Account Settings; the subscription stays, and the billing emails go to the new owner

when you connect a mailbox over IMAP, you choose whether Deskwoot brings in the emails of the last 30 days or starts with new emails only.

Sign in and sign up with Apple on deskwoot.com, next to Google.

when a trial or a paid subscription ends, administrators see a page to choose a plan or keep the free Hacker plan, with links to the chat and the roadmap.

Deskwoot is now available in Spanish and French: the dashboard, the mobile app, emails, the website, the blog and the help center.

Portal inquiries: inquiries from Immowelt, Kleinanzeigen, mobile.de, AutoScout24 and Swiss property portals arrive as normal conversations with the person who a

Copilot now comes with the Startup plan and up.

Google Calendar: connect it and Fynn offers free times from your Google calendars and books appointments in the chat.

The app no longer asks for Face ID when it opens or when you tap a push. It stays signed in for 60 days after you last open it, and Face ID or your fingerprint

The REST API and the MCP server now work in the 7 day free trial the same way as on the Enterprise plan.

A contact can now belong to more than one organization.

Messages you send now go through on their own after a short connection hiccup.

Refunds and subscription cancels now ask you to type confirm first.

a Conversations folder in the inbox lists chats only, next to Tickets. Views shared with a team now sit under that team, and anyone in 2 or more teams can focus

Set up Fynn completely through the REST API and MCP: knowledge, behavior, workflows, permissions and where he answers.

Fynn workflows: decide which requests Fynn takes for your team, what he asks and where each request goes

Fynn 2.0 gets his own area: what he knows, how he talks, his rules, Fynn workflows you set up with Copilot, what he may do and a check of his answers.

Redesigned dashboard and settings pages, with a calmer conversation view and every settings page in one calm look.

Live chat widget 2.0 with 3 designs, new messages as cards above the chat button and welcome texts translated for you.

Sign in and sign up with Google, and accept a team invitation with Google.

Linear integration: raise and link Linear issues from tickets, and Copilot finds known bugs in Linear.

New conversations you start now show up in the list right away, and paragraphs in messages are easier to see.

Your 7 day trial now includes up to 30 seats, so your whole team can try Deskwoot.

Copilot finds known bugs in your Jira and similar cases your team already handled, with links. It tells your customer a problem is known only when a Jira issue,

Discord inbox, plus the Square Appointments integration (Beta).

Fynn hands questions about what the law means for a customer personally to your team, and never leaves a customer without an answer when the AI cannot reply.

Open dashboard tabs update themselves in the background after we ship something new, without a banner.

Signatures 2.0: save several email and chat signatures, choose one for each inbox, design an email signature with your logo or paste one from your signature gen

Phone inbox for 3CX: calls, missed calls and voicemails land in Deskwoot with recordings and transcripts.

Organizations get their own custom attributes: define them in Settings, fill them in on the organization page or set them through the API.

Microsoft Teams inbox on every plan: people in your Microsoft 365 organization write in a private chat or a channel, and your team answers from Deskwoot.

Telegram, LINE and WhatsApp group chats now show on their organisation's page with who wrote what, instead of in the contact list.

Fynn stops answering in a conversation as soon as a teammate replies, on every channel.

Phone numbers on contact pages and in the conversation sidebar are now links you can click to call.

Freshdesk imports can put each ticket into an inbox by where it came from, so your team can answer old tickets by email, Telegram, WhatsApp or SMS.

Help Center shows unsaved changes in a save bar and asks before you leave.

Deskwoot node for n8n: run workflows on Deskwoot events and reply (Enterprise).

Send a customer a confirmation link with one click before you share account details.

Contact search finds a phone number however it is written, so 07700 900000 finds +44 7700 900000.

Integrations now connect on every plan, including Free; Fynn uses them from Startup.

Reports charts are calmer and show the exact value for every day when you point at them.

Email inboxes can open every new email as a ticket right away (Settings > Inboxes > General).

Propstack and Justimmo (beta): Fynn answers questions about your listings and sends inquiries straight into Propstack, or viewing requests to the right agent in

Fynn books, moves and cancels appointments in Cliniko.

Tickets and trackers are here on Enterprise: hand the work behind a chat to a team as a ticket, and update every customer with the same problem at once.

See a customer's Lexware Office invoices and quotes next to the chat.

Voice message transcripts now count as AI conversations, once per conversation per month.

Organizations: group your contacts by company and see a company's contacts and conversations in one place.

Telegram, LINE and WhatsApp group chats stay in one conversation, however long ago it was resolved.

Reports: arrange your own board, move, resize, add and remove blocks, and save it as a view.

Connect Shopware 6: orders and tracking show in conversations, and Fynn tells customers where their order is.

Administrators can export all workspace data from Settings.

Fynn books appointments in your Outlook calendar and table reservations in aleno (beta) right in the chat (Business and Enterprise).

Dialogs, menus and popups now open and close smoothly.

Live chat shows when the customer has seen your reply.

Live parcel status for DHL Paket and over 1,500 other carriers when a customer asks about an order (Business and Enterprise)

Forwarded emails show which teammate forwarded them at the top.

Emails and chat messages now use more of the conversation's width.

Fynn understands voice messages on WhatsApp and Telegram

Pick the keys that send your messages, such as Enter, in Settings > Profile.

When a file of a WhatsApp or Telegram reply fails, one click sends only the missing files again.

Fynn's replies now say they come from an AI on every channel.

Fynn also finds orders Deskwoot has not stored yet, by order number and postal code.

Replies that could not be delivered are marked in the conversation, with the reason.

Help Center 2.0, where your bot answers questions right in the help center search; upgrade your help center on the Help Center page.

Refunds and cancellations now work on older WooCommerce orders too.

Email replies show pasted and dropped images in the text, like in a mail program.

Fynn learns your help center in the setup and warns you when a source stops working.

Long emails now appear in the inbox right away, without reloading.

Chat transcripts emailed to visitors show plain text instead of HTML code.

Accented letters in forwarded emails no longer arrive garbled.

Emails show their images, screenshots and signatures as sent, and team replies sit in a lighter bubble.

Get Slack alerts for new conversations, assignments, mentions and ratings.

Refund single items, shipping or part of an order from the conversation.

Send an approved WhatsApp template after the 24 hour reply window closes.

Connect more Shopify shops to one workspace on Enterprise.

Connect an Outlook or Microsoft 365 mailbox with one click.

In live chat, agents and customers can reply to a specific message.

A guided setup for your industry that trains Fynn on your website and connects channels.

Redesigned new message composer with Copilot built in.

AI suggestions, the help assistant and translations run on newer Claude models and stick closer to your facts.

Copilot now runs on a newer Claude model and follows your corrections more reliably.

Notifications for a conversation clear as soon as you click or type in it.

Fynn can answer from signed attributes of identity verified live chat contacts.

Copilot understands follow ups on its suggestions and writes shorter notes.

Logging out no longer unassigns and requeues chats that nobody else could take.

Choose what an import brings over, leave out archived tickets and import only tickets since a date.

Deleting a help center category that still has articles lets you move them to another category.

Reply to a specific message in Telegram, and see which member wrote each message in a Telegram group.

Transfer a conversation to a team or to a teammate in it. Without a teammate, it goes to the next free team member or waits in the team queue.

Imports keep running through updates and bring over every ticket (archived Freshdesk tickets too), file and image, ticket links and nested help center folders.

Help center categories can be internal, visible only to your team, in every language. Imported folders that were not public stay internal.

In Telegram and LINE groups the bot answers only when someone mentions it or replies to it, and groups never get automatic messages.

Telegram inboxes receive messages again, and connecting a Telegram bot now shows an error if Telegram refuses it.

New message no longer adds your email signature when you send by WhatsApp, SMS or Telegram.

The Deskwoot app is now on Google Play. Answer customers from your Android phone, free on every plan.

Fynn answers with concrete numbers, asks for the one detail it needs and keeps replies short.

Malware scanning of attachments is now the Virus scan add-on for $5 per month per workspace, booked under Settings, Billing.

Agent response times in reports now start when the agent got the conversation, so queue time no longer counts against them.

Delete your own Deskwoot account under Settings in the web dashboard.

Signing in with two factor authentication works again in the iPhone app.

Active sessions show which phone an app session runs on.

Security fixes for sign in redirects, links in our emails and AI agent (MCP) connections.

Help center search and article links in the API and Copilot now open the article your public help center shows, and every help center address belongs to one wor

A conversation or contact older than your plan's history now shows an upgrade hint when opened by a link, on the web and in the iOS app.

Live parcel status is saved per shipment and stays correct after store syncs.

Working hours per agent, iPhone folder picker, Copilot translates and inserts.

Training Hub now reads up to 500 pages per website, including your sitemap.

Live chat and email limits per agent, and Ignore sender now clears chats at once.

The iPhone app has a Copilot tab, a Messages style composer and inbox folders.

Block a contact so their messages stop on every channel, live chat included.

The support chat in the iPhone app keeps your history and fits the keyboard.

A reopened chat whose agent is offline now goes to the next available agent.

Ignore a sender right from a conversation in the iPhone app.

The Stripe section of a conversation shows an error when Stripe cannot be reached, instead of saying there is no customer.

A fresh look for deskwoot.com, with a new logo and a page for Fynn.

The login page shows what is new in Deskwoot.

Live chat customers see when a teammate joins or leaves the chat.

The Stripe app is up to date with its latest version.

Smaller fixes for Fynn, the AI bot.

Copilot suggests replies in your language while a conversation is translated.

Translate draft tells you when your draft is already in the customer's language.

Changing your password signs you out everywhere else, the iPhone app included.

The iPhone app tells you when a password change signed you out.

Sign in errors in the iPhone app stay readable in the form, keyboard open or not.

A wrong password in the iPhone app no longer signs out the account you already use.

Your widget brand color looks the same on your site, in the chat and in the preview.

The widget warning in the dashboard only shows when your site really blocks the chat.

Messages that arrive while the widget is closed are in view when it opens.

The widget reply field no longer collapses when a chat trigger opens the chat.

Deleting a conversation, contact or account now also deletes its stored files.

Agents see only their own, unassigned, mentioned and transferred conversations.

On Enterprise, admins can let an agent see every conversation, by role or per agent.

New workspaces start with an empty list of blocked spam words.

Erasing a contact under GDPR also removes their data from event logs.

The spam filter matches whole words and ignores quoted earlier emails.

Blocked words with a capital letter now match only that exact spelling.

Action buttons in settings tables stay inside their card.

The monthly AI conversation allowance now renews on every plan.

A customer reply wakes a snoozed conversation on every channel.

Not Spam now brings the full message back into your inbox.

The reply field in the iPhone app grows to 6 lines and then scrolls.

Campaign emails carry an unsubscribe link, and bounced addresses stop getting mail.

Sending campaigns is a permission admins grant through roles.

Campaigns only reach the contacts you picked and skip the ones they cannot reach.

Translate conversation now covers agent and bot replies too.

Two chat widgets on one website no longer share a visitor's conversations.

Reports and exports now follow each role's permissions.

Send and resolve or Send and snooze straight from the reply button.

Documents uploaded to the Training Hub are read in full instead of failing.

Admins can open each teammate's conversations right from the inbox.

Push notifications and notification emails come in each member's language.

Take a conversation before you reply, and transfer it to a teammate with a note.

A compact conversation list that keeps loading as you scroll.

A redesigned dashboard with an icon rail and an inbox panel with folder counts.

Copilot in every conversation answers from your knowledge and shows its sources.

An optional sound repeats every 15 seconds until you are back in the dashboard.

Images show right inside the conversation.

The AI bot finds the help center articles that fit each question best.

The AI bot's handoff and verification messages follow the visitor's language.

The AI bot now runs on a newer Claude model.

Data erasure requests show what will be deleted and ask you to confirm first.

The Help assistant in the dashboard answers only from real product facts.

Resolving a conversation keeps you in your custom view.

Each web form submission now opens its own conversation.