New features ✨

Role-based chat visibility improvements

Chat listings now consistently respect role permissions across all views (assigned, unassigned, closed, mentioned, and all). Agents with “own chats” access now only see conversations assigned to them.

Multiple GitHub issues per conversation

You can now link multiple GitHub issues to a single chat conversation, making it easier to coordinate with engineering on complex customer threads.

Timezone-aware business hours and away messages

Business hours can now be configured with a specific timezone, ensuring the widget shows the correct away message based on actual working hours.

Better canned response previews

Canned responses now display the actual reply content instead of just descriptions, making selection faster and more accurate.

Enhancements ✨

More reliable automation pipeline

Webhooks are now consistently triggered at the end of automation rule execution, including edge cases with synchronous rules.

Improved knowledge base integration security

KB API calls from the widget now include proper encoding and a custom User-Agent, reducing failures due to rate limits or misinterpretation by upstream services.

Improved widget performance and stability

• Reduced unnecessary database writes during widget load

• Better handling of undefined conversation states during initialization

• Widget now degrades gracefully when knowledge base APIs fail

Better browser compatibility handling

Users on older Safari versions now see a clear warning instead of silent failures when messages cannot be processed.

Bug fixes 🛠️

Widget and messaging reliability

• Fixed widget crashes caused by undefined conversation IDs

• Fixed cases where the widget failed silently on unsupported browsers

• Fixed message delivery issues due to widget initialization timing

Slack integration fixes

• Fixed errors when sending informational messages (assignment/unassignment updates)

• Improved payload handling to avoid empty or malformed Slack messages

Performance improvements

• Reduced unnecessary database writes during high widget load traffic

That's everything we shipped in April. You can follow us on X, LinkedIn and join our Slack Community for more updates.

New features ✨

Ticket export from admin panel

You can now export tickets along with their conversations directly from the Admin panel. Exports run in the background with real-time progress updates and are delivered as CSV files.

Account managers for customers

Workspaces can now assign account managers to customers, with automation rules routing new tickets directly to the assigned manager — improving ownership and response time.

New form question types

Added address and opinion scale question types to the form builder, enabling richer data collection in chat workflows.

Pop-up message preview in widget

The chat widget now shows a preview pop-up when an agent replies, allowing visitors to see responses without opening the full chat window.

Enhancements ✨

Faster admin interface updates

Optimized frontend data fetching to eliminate delays when refreshing the admin interface after conversation updates.

Lazy loading for admin routes

Admin-side pages now load on demand, improving initial load performance by fetching only what’s needed.

Improved real-time messaging reliability

Enhanced websocket reconnection logic to prevent delays or missed messages during connection drops.

Bug fixes 🛠️

Widget and messaging stability

• Fixed widget load timeouts by optimizing automation rule data fetching

• Fixed an issue where visitors could bypass required pre-chat questions

• Fixed draft messages persisting after being sent

Slack integration fixes

• Fixed agent replies not syncing to Slack

• Improved overall reliability of Slack message delivery

Email and notification correctness

• Fixed line break formatting issues in emails

• Corrected timing logic for subscribed email notifications to avoid premature sends

Editor and interaction fixes

• Fixed keyboard shortcuts (e.g., Cmd+Enter) not working correctly in certain cases (like sending GIFs)

New features ✨

NeetoDesk integration for webforms

Workspaces can now connect their NeetoDesk account and use NeetoDesk webforms directly inside the chat widget. The integration is configurable from the Admin panel, making it easier to collect structured support requests through chat.

Faster Slack sync for older chats

Improved Slack backfill performance by factoring in the last reply (visitor or agent) along with the conversation creation time, significantly speeding up syncing for older conversations.

Workflow jobs moved to Sidekiq

Background jobs for workflows (chatbot) have been migrated from SolidQueue to Sidekiq, removing the dependency on SolidQueue and improving reliability and observability.

Enhancements ✨

Improved Slack formatting

Enhanced blockquote placement when syncing conversations to and from Slack, resulting in more accurate formatting.

Clearer GitHub integration errors

When no GitHub repository is connected, users now see a helpful message guiding them to the Admin panel instead of a vague error.

Bug fixes 🛠️

Message delivery reliability

Fixed cases where messages were delayed or failed to deliver because the chat connection wasn’t fully ready before sending.

Duplicate message prevention

Resolved an issue during new conversation creation where the same message could be recorded twice, causing the request to fail.

Knowledge base stability

Handled timeout scenarios for knowledge base pages (articles, categories, recommendations) to fail gracefully instead of breaking.

Slack sync correctness

• Fixed reply attribution issues where Slack replies were incorrectly assigned to customers instead of agents when emails matched

• Improved resilience in syncing messages during edge cases

Widget and onboarding fixes

• Fixed the “Chat with support” button not opening the widget in certain workspaces

• Resolved uniqueness errors while seeding pre-chat questions in new workspaces

• Fixed incorrect document links during onboarding

• Fixed widget preview not loading during onboarding

Enhancements ✨

Faster chat loading experience

Chats now open faster by instantly rendering data already available from the sidebar list, while the remaining details load lazily with a proper loader. This makes navigation feel much snappier, especially in busy inboxes.

Reduced assignment notification noise

Email notifications are no longer sent when an agent assigns a conversation to themselves, cutting down on unnecessary inbox clutter.

Consistent date and time tooltips

Date/time tooltips across the UI now follow the same format as other Neeto apps, giving a more consistent and familiar experience.

Bug fixes 🛠️

Slack sync reliability

• Fixed edge cases where messages (especially images) failed to sync to Slack after a failed API call

• Prevented messages from syncing to Slack while customers were still responding to workflow options and hadn’t sent an actual message yet

• Ensured pre-chat question responses always sync correctly to Slack

Subscriber email correctness

Resolved multiple issues with chat subscriber emails:

• Notification-enabled preferences are now respected when scheduling emails

• Message order in emails now reflects the correct chronology

• Message previews no longer show agent notes or ticket assignment activities due to websocket updates

Mentions and notifications

• Fixed a bug where agents mentioned in Slack messages were not receiving mention emails from NeetoChat

• Improved unread email notification accuracy by adding checks both at enqueue time and delivery time

Phone input fixes

• Fixed missing country code flags in phone number inputs on Windows machines

• Resolved issues where flag emojis weren’t loading correctly for some non-English locales

View access fixes

Admins can now access views restricted by group permissions as expected.

New features ✨

Enhanced phone number input

The phone input in pre-chat questions and workflow contact fields now supports country-specific validation, flag icons, and selection from a dropdown — improving data accuracy and UX.

Clone views for faster setup

Agents can now duplicate existing views to quickly replicate configurations without setting them up from scratch.

Better automation visibility

Complex automation rule actions (like email content or external API payloads) are now viewable directly in the rule’s summary pane, not just in edit mode.

Updated default report range

The Reports page now defaults to the last 30 days instead of 7, providing a broader view of recent activity.

Enhancements ✨

Widget preview improvements

• Fixed preview issues when using custom pre-chat questions in non-English languages

• Fixed visibility of customer emails collected via pre-chat questions during preview/testing

Slack sync and stability

• Audio content in Slack-synced messages now appears correctly

• Timeout handling for syncing Slack messages is now more robust

• Fixed cases where synced Slack messages with timeouts or errors silently failed

Improved agent presence and message behavior

• Resolved edge cases where agents appeared offline despite being active

• Fixed bugs causing incorrect agent statuses in the widget

• Fixed an issue where messages were marked “seen” even when the agent wasn’t actively viewing the conversation

Bug fixes 🛠️

Widget bugs

• Fixed the back button not working when "Open chat directly" was enabled

• Resolved issues where custom NeetoBot names weren’t reflected in the chat widget

Conversation stability

• Fixed schema-level issues causing errors when deleting conversations with attached followers

• Prevented customer messages from being dropped due to unexpected database or state errors

General reliability

• Fixed a frontend bug caused by inconsistent agent sender name formats

• Improved visibility and reliability for automation email previews

• Fixed reliability issues when saving automation rules with nested content

New features ✨

Workflow-aware widget reply box

In workflow-based chats, the widget now hides the reply section when a workflow expects a customer response within the flow. This helps prevent customers from replying outside the intended path and breaking the workflow logic.

Reorder automation rules

You can now reorder automation rules to control their execution order — giving you finer control over how rules behave in different scenarios.

Bulk view actions + customization

Views now support bulk actions, and you can choose to enable or disable conversation counts per view, allowing cleaner views.

Incoming Slack message logging

All incoming Slack messages are now logged in the database. This ensures message syncs are reliable — retrying if needed — and no message gets lost.

Enhancements ✨

Background queues reprioritization

We reviewed and adjusted the priority of background job queues, so automation rules and other chat operations run in a more predictable and efficient order.

Reply timezone accuracy

“Mentioned in a comment” email notifications now use the receiver’s timezone for timestamps, improving clarity for global teams.

Bug fixes 🛠️

Workflow stability

• Fixed duplicate nodes being created during workflow updates

• Fixed incorrect node connections when workflows were cloned

• Fixed Save changes not working reliably in workflow forms

Slack sync improvements

• Fixed an issue where failed Slack API calls would skip messages forever — they now retry

• Fixed a bug where Slack messages with embedded help articles didn’t show up properly

• Fixed messages from Slack not syncing due to a webhook path issue

Chat UI and data handling

• Fixed an issue where incoming messages briefly appeared in the wrong conversation when multiple chats were open

• Fixed visitor uniqueness errors caused by rapid-fire requests from the same visitor

• Ensured custom widget icons and reply box settings behave consistently

• Fixed a bug where the chat widget preview mistakenly showed up in the admin inbox

View management bugs

• Fixed an issue where the default Unresolved view could be disabled

• Fixed caching issues causing incorrect view ticket counts

Let’s go through what we got done in October 2025 in NeetoChat.

New features ✨

✅ Widget file uploads

The chat widget now supports uploading common file types like PDF, XLS, DOCX, ZIP, and EML. Visitors can also paste images directly, and the widget now supports multiple instances on a page.

✅ Updated visitor and agent notifications

We’ve updated the notification sound that plays for visitors in the widget. Agents now get alerts when new messages arrive while the admin chats screen is open — helping you respond faster.

✅ Smarter reply links in emails

The Reply now button in customer emails now links directly to your hosted NeetoChat instance and automatically opens the widget — providing a seamless customer experience.

✅ Subscriber notification improvements

Email updates to ticket subscribers are now clearer, with better separation of agent vs. visitor messages and accurate message threading — even showing the subscriber’s own messages in the right order.

✅ Views revamp

You can now activate/deactivate and reorder views for better control. We also moved default views into the database to improve performance and reliability.

Enhancements ✨

✅ Higher-priority automation execution

We reprioritized background job queues so automation rules that trigger key actions (like Slack notifications) are now handled faster and more reliably.

✅ Webhook timing improvements

Webhook payloads for ticket creation, closure, and customer replies are now sent after automation rule execution, ensuring more accurate data in the webhook.

✅ Avatar previews in widget

Chat previews now display the correct avatars for customers and agents based on who sent the last message.

✅ Terminology updates

We replaced filter_by with view_id in URLs to align with our current views terminology across the app.

Bug fixes 🛠️

✅ Slack sync reliability

Fixed multiple Slack-related issues:

• Help articles embedded in chats now sync properly to Slack

• Direct messages sent from Slack are now correctly reflected in NeetoChat

• Automation rules with Slack actions now execute consistently

✅ Email sync & reply handling

Resolved issues with attachments missing from email replies, case sensitivity breaking email sync, and malformed reply links in certain mailers.

✅ Widget stability fixes

• Fixed admin notes appearing in widget previews

• Corrected widget preview showing up in the admin interface

• Resolved bugs with custom widget icons not persisting

• Fixed attachment preview bugs in the admin panel

✅ Chat screen and visitor stability

• Fixed view count caching showing zero for some users

• Prevented uniqueness errors from rapid duplicate visitor creation

• Ensured consistent loaders and UI behavior on the chats screen

New features ✨

✅ Tag teammates in replies

You can now mention and tag fellow team members directly in non-note replies — making it easier to collaborate, flag issues, or loop others in quickly.

✅ Show/hide activities

Added the ability to toggle visibility of activity logs inside a chat — so agents can choose when they want a cleaner view or more detail.

Enhancements ✨

✅ Accurate Slack attribution

When a customer responds to a conversation from Slack, NeetoChat now correctly attributes the reply to the customer — not the Slack team admin.

✅ Visitor logic refactor

We refactored how visitor sessions are resolved, especially for cases with multiple parallel requests — resulting in more reliable visitor tracking.

Bug fixes 🛠️

✅ Canned response 404 fix

Fixed a bug where selecting a canned response to use in a reply would incorrectly throw a 404 error.

✅ Widget logo upload

Fixed issues with uploading or updating logos in the widget configuration page — uploads are now smooth and consistent.

✅ Email sync case-sensitivity

Resolved a tricky edge case where email replies weren’t syncing correctly due to mismatched casing in addresses.

✅ Subscriber email loop prevention

Prevented repeated subscriber email updates caused by bot users retriggering jobs multiple times, reducing email noise.

✅ Scheduled email exception fix

Handled previously unhandled exceptions in subscriber emails caused by deleted messages in the thread.

✅ Customer/contact message sync

Fixed an issue where the latest messages shown on customer or contact pages weren’t in sync with the main chat timeline.

✅ Slack notification edge case

Resolved a bug where Slack notifications weren’t being sent properly for some help workspaces.

✅ Flaky test stabilization

Stabilized multiple flaky test cases to ensure more consistent CI builds and faster feedback during development.

New features ✨

✅ Chat subscribers and notifications

NeetoChat now supports chat subscribers — agents who were previously assigned or mentioned in a conversation can receive activity notifications via email, provided they’ve enabled "Email notification for subscribed tickets" in their preferences. This ensures better team visibility and continuity.

✅ Persistent drafts when switching modes

Text drafts are now preserved even when switching between reply and note modes while composing — no more losing your message by mistake.

Enhancements ✨

✅ Simplified settings layout

To reduce clutter, several member notification options have been moved from Settings > Member notifications into Settings > General, making it easier to find what matters.

Bug fixes 🛠️

✅ NeetoRecord link visibility

Fixed an issue where NeetoRecord links weren’t displaying properly in the chat widget, customer emails, or synced Slack messages.

✅ Slack image sync

Images added in Slack replies now reliably appear in NeetoChat, ensuring smoother conversations across platforms.

✅ Form question deletion fix

Fixed an unhandled exception that occurred when deleting questions from a form powered by neeto-form — making form management smoother.

New features ✨

✅ Block customer while marking chat as spam

You can now block a customer directly when marking a chat as spam, helping your team cut off unwanted conversations instantly.

✅ Granular agent permissions

We introduced a new permission level that allows agents to view only the chats assigned to them, giving you more control over visibility and roles.

✅ Instant chat start in widget

Visitors can now start chatting immediately from the widget when no open conversations exist — no need to go through the intermediate prompt.

✅ Faster automation rule previews

We optimized the issue list rendering in automation rule previews, making the pages load much faster so you can test rules with ease.

Enhancements ✨

✅ Parallelized tests for faster builds

We’ve enabled test parallelization in CI to speed up feedback loops and accelerate releases.

✅ Cleaner data indexing

Deleted visitor records are now skipped during Elastic indexing, reducing unnecessary errors and improving system reliability.

Bug fixes 🛠️

✅ Email notification reliability

Fixed a bug where delayed email notifications were not being sent after the configured wait time.

✅ Slack message and bot notification fixes

Resolved issues where Slack messages with only attachments caused failures and bot-assigned chats weren’t triggering Slack alerts.

✅ Duplicate visitor handling

Fixed an edge case where the same visitor was being registered multiple times due to race conditions.

✅ Smoother chat search experience

The “Load more” button now only appears when additional search results are available.

✅ Reply links now work after login

If a user clicks a shortened reply link while logged out, they’ll now be taken to the correct chat after login.

✅ Improved Toastr feedback

Inconsistent error feedback when creating NeetoDesk tickets from chats has been fixed for a clearer experience.

✅ NeetoReplay visibility handling

We’ve removed broken NeetoReplay links in chats for orgs where the feature isn’t enabled.

✅ Desk integration stability

Fixed errors when creating NeetoDesk tickets from NeetoChat, ensuring a more seamless handoff.

✅ Chat views and message sorting fixes

View counts now update immediately, and messages in filtered views are sorted correctly.

✅ Tag seeding fixes

Fixed uniqueness errors during tag seeding for new organizations to ensure smooth setup.

New features and enhancements 🚀

✅ Granular access for reports

Report management has been moved to its own dedicated role, separating it from the admin role in the sidebar for better access control.

✅ Message editing restrictions

Messages can no longer be edited once they pass the allowed time threshold—ensuring consistency and accountability in conversations.

✅ Shorter message URLs

Copying the link to a specific message now generates a much shorter URL, which redirects to the correct message in the appropriate conversation.

Bug fixes ⚒️

✅ Contact email normalization

Fixed an issue where email addresses in the contact section were not properly normalized after edits. Also resolved a related bug where invalid emails could remain visible even after failing to save.

New enhancements ✨

✅ Trimmed rich text input with NeetoEditor

All rich text inputs—including ticket descriptions—are now automatically trimmed using NeetoEditor helpers for cleaner content handling.

Bug fixes ⚒️

✅ Sidebar filter counts

Fixed an issue where numeric filters in the customers sidebar were not displaying accurate counts.

✅ Mailer user resolution

Resolved a runtime error in conversation mailers triggered when the associated user had already been deleted.

✅ Block customer dialog fixes

Handled multiple edge cases:

• The dialog didn’t appear when the last ticket was marked as spam.

• The wrong customer name was being shown in the dialog.

✅ Chat URL consistency

Fixed a 404 case where the chat status change redirected to an already closed conversation.

✅ False unsaved changes alert

Resolved the alert incorrectly appearing in the “create new” view even when no edits were made.

✅ Ticket status handling fix

Changing a closed ticket’s status, group, or assignee no longer reopens it unexpectedly.

✅ Slack integration – missing article links

Slack messages now correctly include article links, if present in the original message.

✅ Duplicate visitor prevention

Closed a possible race condition that could lead to duplicate visitor entries.

✅ NeetoBot UI edge cases

Polished the chat widget’s behavior for conversations assigned to NeetoBot.

✅ Safari 17 rendering issue

Identified and debugged a rendering issue that affected message display on Safari 17.

Bug fixes ⚒️

✅ Visitor IP tracking fix

Resolved a runtime error caused during visitor IP tracking.

✅ Conversation email delivery handling

Fixed an unhandled exception that occurred when sending emails for conversations belonging to deleted workspaces.

✅ Online appearance tracking fix

Handled an edge case in the online status websocket channel where sessions without logged-in users were causing errors.

✅ Widget error fix for NeetoBot-assigned conversations

Fixed issues in the chat widget when a recent conversation assigned to NeetoBot had no actual messages.

New features and enhancements 🚀

✅ ActiveRecord cleanup

Addressed several issues highlighted by the active_record_doctor gem to improve code health.

Bug fixes ⚒️

✅ Improved error context

Added more Honeybadger context to help debug a few unclear errors.

✅ User scope fix

Resolved a bug where the default scope for users was ignored when assigning a conversation to another agent.

✅ Notification service fix

Fixed an unhandled exception in the notification service when a conversation or organization had already been deleted.

✅ Online status & mailer fixes

Handled similar edge cases in the online status management and conversation mailer logic.

New features and enhancements 🚀

✅ Slack Automation Default

Automatically creates a default rule to send messages to Slack when a new Slack integration is set up.

✅ Improved UI for Email Replies

Enhanced the display of "replied via email" messages for better readability.

✅ Cleaner Notes with Mentions

Fixed formatting issues for notes containing mentions when sent via Slack.

Bug fixes ⚒️

✅ Widget Configuration Alert

Resolved an issue where the admin panel showed an unsaved changes alert unnecessarily when editing widget configuration.

New features and enhancements 🚀

✅ Links Open in New Tab

Links within the Chat messages now open in a new tab for a smoother browsing experience.

✅ New Webhook Event

Get notified via webhook whenever a visitor sends a new message.

✅ Expanded Automation Rules

You can now trigger automation rules when a GitHub issue is created.

New features and enhancements 🚀

✅ Widget customization

You can now personalize the widget’s button by customizing its text and icon color to better match your brand.

Bug fixes ⚒️

✅ Preview mode display

Fixed issues with the widget in preview mode. It now displays correctly and behaves as expected during previews.

Enhancements

GitHub Integration:

Activities are now logged when you send a ticket to GitHub, and notifications are sent to the connected Slack channel. 📩

Bug Fixes

Resolved an issue where NeetoChat sent Slack notifications when users were assigned to the chatbot.

Enhancements

- Editable Canned Responses – Canned responses with reply/note actions are now editable before applying, giving you more control over your responses.

Bug Fixes

- Fixed inconsistent behavior in the Business Hours form; the submit button now enables correctly when changes are made.

- Resolved issues with the color picker for custom statuses.

- Fixed an issue where mentions were not possible in notes for closed tickets.

- Resolved a bug where some users received duplicate email notifications for unread messages.

- Fixed an issue where users without proper permissions could access certain tickets.

- Resolved a bug where the "typing..." indicator appeared for all visitors when any one of them started typing.

- Fixed links in unread message emails; they now correctly direct users back to the previous page and open the selected conversation.

- Resolved issues with chatbot workflows, allowing sections to be dragged and reordered properly.

- Fixed an issue where some views and automation rules were not working as expected.

- Resolved a bug where widget styles did not load in the Firefox browser.

Enhancements:

- Ticket tags can now be used as filters in Views and Automation Rules.

- Rule conditions now support selecting multiple values for filters, reducing the number of conditions needed for ticket filtering.

Bug Fixes:

- Resolved issues with the Chat widget’s contextual helper, NeetoChat.contextualHelp.openWidget().

- Fixed a rare case where a customer didn’t receive a message, but it was still marked as read.

- Removed the duplicate Agent filter from Automation Rules' conditions.

- Fixed an issue where some automation rules were incorrectly triggered after a status change.

- Addressed a problem where not all members were displayed under View and Automation Rule conditions.

- Resolved an issue where views with custom statuses were not displaying the correct matching tickets.