We keep evolving the platform with a focus on the New Interface and the day-to-day stability of your support operations. Here's what changed this week.

⭐ Chat wrap-up with AI suggestions

Why did we build this? When closing a service, operators had to manually fill in the wrap-up fields — reason for the service, sale status, product, payment method, and customer sentiment. This process was time-consuming and prone to errors or omissions, especially in high-volume operations.

What changed? Now, when clicking Finish chat, Poli's Copilot reads the conversation history and automatically suggests values for all wrap-up fields: service reason, status and details (for commercial services), customer sentiment, and an AI-generated contextual observation with up to 3 sentences. Suggested values appear labeled as "Suggested by Copilot" and can be adjusted before confirming.

⭐ Chat sorting fixed and redesigned

Why did we build this? When using "Oldest message" or "Oldest service" sorting criteria, new chats would automatically jump to the top of the list, ignoring the order set by the operator. The sorting menu also didn't make it clear which criterion was currently active.

What changed? The chat list now strictly respects the selected sorting criterion, regardless of new messages arriving. The sorting menu was also redesigned with two option groups — "Sort by" and "Order" — and the button now shows a visual indicator when the sorting differs from the default state.

⭐ Advanced filters in the broadcast history

Why did we build this? In the Broadcaster history, the only available filters were by date and status. For teams running many campaigns, finding a specific broadcast meant scrolling through dozens of records manually.

What changed? The broadcast history now includes an Advanced Filters button with four new search criteria: campaign name, channel, responsible user, and template used. All filters can be combined with each other and with the existing date and status filters. Each active filter appears as an individually removable tag.

⭐ Broadcast interruption restricted to managers with audit log

Why did we build this? Any user on the platform could interrupt an ongoing broadcast, with no record of who performed that action. This created a risk of campaigns being accidentally cancelled by operators or supervisors.

What changed? Interrupting a broadcast is now exclusive to the Manager profile. Operators and supervisors no longer see the interruption button. Every interruption is automatically logged with the user's name, profile, date, time, and number of messages sent up to that point. The log is visible in the broadcast detail for audit purposes.