We keep evolving the platform with a focus on the New Interface and the Broadcaster. Here's what changed this week.

⭐ Department now visible on the conversation card

Why did we build this? The chat list displayed the agent's name on each conversation, but didn't show which department the chat belonged to. In operations with multiple departments, managers and supervisors had to open each conversation individually to understand the context — slowing down triage and making it harder to spot bottlenecks by sector in real time.

What changed? The conversation card now displays the department directly in the list, next to the agent's name, in the format Agent name / 🏷️ Department name. This makes it possible to identify the context of each service at a glance, without opening the chat.

The behavior covers all possible combinations:

• Chat with agent and department: shows both with "/" separator
• Chat with agent only: shows only the agent
• Chat with department only: shows only the department

Works on desktop and mobile, in both light and dark mode.

⭐ Broadcaster — New label-based audience

Why did we build this? To send a campaign to a specific group of contacts, the only option was to manually export a spreadsheet, filter by label outside the platform, and upload it. A lengthy process, prone to errors and disconnected from the labels already being used in day-to-day operations.

What changed? The Broadcaster now has a third audience option: Label-based audience. When creating a campaign, simply select this option, choose one or more labels, and the platform builds the audience automatically — no spreadsheet, no manual export.

How it works:

• The selector displays all active labels in the account, with name and color
• Multiple labels can be selected (the audience includes contacts that have at least one of them)
• An estimated reach counter shows how many contacts will be impacted before sending
• Contacts with more than one selected label appear only once in the audience.
  

• "Ghost" agents fixed — operators who closed their browser or lost connection remained with "Available" status in the system, receiving new chats even when not on the platform. The presence service was corrected: status now automatically updates to Offline when a connection drop is detected, with no manual action required.