One reply to a burst of messages

Seven changes shipped in this release, around three themes: a teammate now reads the whole burst before replying, Contact Pulse became reachable and tunable end to end, and the inbox gained a channel rail.

Reply quality

Two changes so a teammate answers a flurry of messages the way a person would — by reading all of it first.

• Settle window — when a contact sends several messages in a row, the teammate waits for the burst to finish, then answers everything in one reply instead of firing back at the first line. Timing is per channel: quicker on web chat, slightly longer on text and social, never on email.
• Freshness gate before sending — if a new message lands while a reply is being composed, the half-written reply is held and the turn re-runs with the full picture. Bounded, so a very chatty contact can never stall the thread.

Contact Pulse

• Insights in the conversation — the contact’s pulse story lives on an Insights tab in the conversation sidebar on desktop and as a segment on mobile.
• Read now — a contact who is active but unscored shows a pill that reads their real history on the spot, even months of it.
• Richer reads — the pulse now factors in a contact’s website behavior — topics, intent, pages, engagement, returning visits — and stops truncating contacts with a lot of history.
• Backfill and tuning — administrators can score contacts that predate the pulse engine after previewing the count and cost, and edit the scoring prompt per organization instead of touching the database.

Messaging

• A connected channel rail — a rail above the conversation tabs focuses the inbox on one connected channel: phone, WhatsApp, Messenger, Instagram, email, or web chat. It scopes the contact list, previews, and counts, is remembered in the URL, and appears only when you have more than one channel connected.

Fixes

• Dropdowns escape their card — a picker inside a collapsible section is no longer clipped at the card’s edge, with the expand and collapse animation unchanged.