What we shipped since August: triage, draft mode, Microsoft 365 and more

If our public release notes looked quiet lately, that is on us, not the product. The team has shipped steadily since August. Here are the changes a support lead is most likely to notice, and what each one does for the people working the inbox.

Triage that starts before a human opens the conversation#

Kal now labels every inbound conversation with an issue type (bug, how-to, feature request, billing, account or other) and an urgency (low, medium, high or critical). Critical urgency forces a handoff to a person, so Kal does not keep drafting replies on the conversations that most need a human.

In the inbox you see the labels as badges on the list and in the conversation header. You can filter by issue type, or by urgency: exactly a level, higher than it, or lower than it. A lead can open the inbox and look at critical bugs first instead of reading everything in order.

We also added conversation reminders. Use Remind me in the conversation header to pick a preset or a custom time, choose who gets notified, and add a note. You can have the reminder cancel itself if the customer replies first. Your own reminders show as a clock in the inbox list.

Decide how Kal behaves on each channel#

Kal's policies used to apply the same way everywhere. Now chat and email each get their own settings: on or off, its own triggers, and a mode of reply or draft.

In draft mode, Kal writes the response and holds it for your team instead of sending it. The conversation shows a Kal badge in the inbox. When an agent opens it, the draft is already in the composer, with a Discard option if it is not right. The customer never sees it and does not see Kal typing. It is a safe way to let Kal handle email while your team reviews every reply, and to keep chat fully automatic.

Shared mailboxes from Microsoft 365#

You can connect one or more Microsoft 365 mailboxes from Settings, Integrations. New mail threads open as conversations in SupportWire, later messages in the same thread are added to it, and replies go out from the same mailbox. The inbox checks for new mail about every minute, and only mail received after you connect is imported.

Email and Microsoft 365 conversations now live in a dedicated ticket inbox, separate from chat, with sidebar counts that follow the module you are in. Two limits to know about: attachments are not synced yet, and replies sent directly from Outlook do not appear in SupportWire.

Turn resolved conversations into knowledge Kal can use#

When a conversation is resolved, a Capture to knowledge button lets you ask Kal to draft a knowledge entry from it. If a similar entry already exists, Kal suggests merging the new details into it, and you choose Approve merge or Save as new. Nothing is published until someone on your team approves it.

If you want it hands-off, there is a setting to draft entries automatically from resolved conversations. It is off by default. Either way, the entries are drafts that land in your review queue.

Also new#

• Customer notification switch. Settings, General now has a master switch for emails sent to customers about missed messages and for transcript and rating emails. Replies on email conversations still send.
• Attribution for API and MCP activity. Conversations, messages and activity show when something was created through the API or MCP, and the dashboard has a tile for MCP usage.
• iOS app. The inbox now has Chats and Tickets tabs, quick filters (Unread, Drafts, Starred, Assigned to me, Unassigned), a workspace and product picker, refreshed home screen widgets, and a redesigned chat screen.
• Knowledge Store uploads. You can add Markdown files to the library and preview uploaded PDFs in the page dialog.
• Ask Kal from the command palette. Search conversations, ask Kal a question or invite a teammate without leaving the keyboard.

What this means for your team#

Clearer triage, more control over what Kal sends on each channel, and email that sits next to chat without being mixed into it. We will keep posting updates here and in the changelog.

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