v0.50.1: Stuck Conversations Unstuck & Clearer Takeover Shortcuts 🔧

TLDR: A conversation that went silent after a customer tapped a button on a fancy styled template now replies normally again, and any chat already stuck this way recovers on its own. Human takeover alerts also gain an Inbox link shortcut for customers who hide their number.

Here's what's new 👇

💬 Conversations That Went Silent Now Reply Again

The problem: Some templates are written with fancy styled letters, the bold decorative kind. When a customer tapped a quick reply button on one of those, that single conversation could stop working for good. Every message the customer sent after that came back as the same apology, forever, even though every other chat was perfectly fine. Nothing in your dashboard explained why, and there was no way to unstick it yourself.

• Those conversations reply normally again. 🎉
• Any chat that was already stuck this way recovers by itself, you do not need to do anything or contact support.
• The cause is fixed at the source, so a styled template can no longer break a chat in the first place.
• We also cleaned up the affected chat histories behind the scenes, so nothing lingers.

🔗 Clearer Shortcuts in Your Human Takeover Messages

The problem: When your chatbot hands a chat to a human, the alert it sends your team can carry shortcuts like the customer's name or a summary of the conversation. One useful shortcut existed but was never offered to you: a direct link straight to that chat in your Inbox. That mattered most for customers who hide their phone number, because there was no other way to reach them.

• Inbox link
• Intent
• If a customer hides their phone number, the phone shortcut simply stays blank instead of showing something unusable. Use the Inbox link for those.
• Customer names with unusual symbols in them are now written out correctly in the alert.

🛠 Bug Fixes

• Shortcuts no longer arrive as raw text.