Knowledge base answers, smarter funnels, richer macros

For any category without a funnel, the AI now drafts directly from your knowledge base articles, citing what it used and checking the draft against those articles before it reaches you. When nothing in your knowledge base applies, it does not guess: the ticket opens with a No knowledge badge and the question lands in a new Gaps list on the Knowledge page, where Write article opens the editor with the question already filled in.

Every organization gets three starter funnels for Return and refund, Order change and Where is my package. Each one checks the real order first, such as whether it is fulfilled, delivered, canceled or still inside your cancellation window, and when a request needs a person it tags the ticket (Cancel this order, Change this order, Exchange requested) and hands it to your team instead of acting on its own. Two new check blocks, Order canceled and Order placed within, join the set, and every check now explains its decision on the ticket trace. Existing organizations receive the starters as drafts to review and publish.

An organization article is now read live by every linked store: edit it once and all stores see the change. Per store you can Customize an article into a local copy, Reset it back to the organization version, or hide it for that store only. Deleting an organization article tells you how many stores are linked first, and five starter articles with fill-in placeholders help you write the first ones.

Write macros in a rich editor with bold, italic, lists and links, and drop merge fields in as chips. A link can even point at a merge field such as the tracking page. The formatting survives in the reply composer, in a draft queued for review, in an auto-sent reply and when you save a reply as a new macro. New merge fields cover the destination country, your return page and separate courier and branded tracking pages, and the customer name falls back to the Shopify order when the email has none.

Legal and government mail is escalated straight to your team, promotional and outreach mail goes to spam, and mail with nothing to answer opens with a No reply expected marker and its own inbox filter, none of them with an AI draft. Complaints are always held for your review, with a draft that acknowledges the customer and asks what outcome they want. Sentiment scores are retired, since the category now decides.

Open Help from the sidebar for guides on how funnels work, your starter funnels, every funnel block, building a funnel from scratch, and writing knowledge base articles. The Funnels and Knowledge pages link to the guide that matters there.

Owners and admins of a new organization see four setup steps on the dashboard: launch a store, publish the starter funnels, write a first knowledge base article and invite a teammate, with a progress badge on the sidebar. Hide it once you are done, and bring it back from your account page whenever you like.

Requesting deletion no longer signs you out on the spot. You stay signed in with a banner showing the exact day your account will be removed, seven days on, and can cancel from the banner, your account page or the email. Other owners are notified, and you get a reminder the day before.

The AI is now told today's date and how long ago each order and message happened, so it no longer miscounts days. It reads the conversation in order, a follow-up adds to the thread instead of repeating the previous reply, and a customer's account of your policy is treated as a claim rather than the policy. The return page link only appears when a funnel step actually sends the customer there, and the sign-off is now one field you write yourself; leave it empty and the AI closes in the customer's own language.

When the AI has asked the customer for something, such as an order number, their answer stays in that conversation instead of being re-categorized, and a held reply says so on the message. Categories are renamed to read as your customers do: Return and refund now covers cancellations, Order change covers exchanges, Product Inquiry replaces Product questions, and a new General Inquiry catches questions about your business. Automated mail is marked as machine traffic so it never triggers a reply.

When a funnel hands a ticket to your team, the answers it already collected from the customer appear in a Collected by the assistant card next to the conversation. A block that assigns tags now says so on its card, you can open a store's linked funnel in the organization builder and return, and the builder only offers a funnel where one makes sense for the category.

Older messages in a long thread now load as you scroll instead of all at once, and the transcript export is bounded so very long threads never time out. Every place you can attach a file accepts a drag and drop through the same attach dialog.

A Shopify lookup that does not match the customer no longer attaches a wrong order to the ticket. When nothing matches, the AI asks rather than guesses.

When the customer's mail server refuses the address, you now see the address and the server's reason instead of a generic error, and Solvias stops retrying an address that will never accept mail.

Plain-text emails keep their links, a malformed message can no longer stall the inbox poll, and links show correctly in message bubbles. The Spam view shows its count, previous-ticket links open the ticket everywhere, the View in Shopify link uses your admin domain, stores are sorted by name, the invite email has a proper signature, and dialogs dim the whole screen consistently.