Updates for 09/26: Command "Who sees it" by role and sorting in Conversations

In this release, automation command buttons are granted by role, and the Conversations list gained a Sort button. Roles are also more consistent across Users and Teams, the Custom checklist and the AgentMaker.

Command “Who sees it” now picks roles

On an automation’s Command trigger, the Who sees it band now lists roles instead of departments: Administrator and Support, the roles that use commands. Check the roles that should see the button in the conversation’s Commands section. With none checked, everyone who can use commands sees the button.

Keep in mind that people with the Custom role only see the button when no role is checked, and that the organization owner sees every button. Find it in Automations, on the Command trigger.

Sort the Conversations list

In Conversations, the Sort button on the list bar sets the field and the order: Last message or Created date, with Newest first or Oldest first. In To reply, you can also sort by Waiting time; in Snoozed, by Snooze return.

Your chosen order is kept in Saved views. Switching views, or picking Restore default order, brings the list back to that view’s default order.

Clearer roles in Users and in the AgentMaker

In Users and Teams, each person’s role badge also shows for people who can only view the list.
The Role filter shows each role only once, only the ones someone on the list has, and groups every Custom case into a single option.
When you build a Custom role in Invite User or Edit User, the checklist includes every permission, including Use commands, View shared files and Manage shared files.
In the AgentMaker, inviting someone and changing a member’s role work again. The confirmation card shows the role before → after, with the names you see in the product.

Improvements and fixes

In the conversation’s Commands section, only the clicked button shows Running…; the others are just disabled until the command finishes.
People with the Administrator role now get every permission the role promises, including the newest ones.
In the user menu, Settings takes an administrator who isn’t the owner straight to a section they can open.
Conversations adapts to the space on screen: in narrow windows or with the sidebar open, you see the list or the open conversation, one at a time; the contact’s name stays visible in the header, and the context panel opens as a drawer when it doesn’t fit alongside.
In Rooms, on mobile, the message menu opens as a drawer, from the ”…” or with a long press, and the send button sits on the right.
On mobile, the Rooms Thread and the Test agent panel show a single X to close.
In Rooms, a room’s department badge shows the role name.
Quick replies fit in the modal and in Settings: content shows up to three lines and, in narrow spaces, each reply becomes a block with its actions in view.
In Send message template, the name variable comes pre-filled with the contact’s first name.