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.

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.

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

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

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

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

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

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

• 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

• 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

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.

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

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

• 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

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

• 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

• 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

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

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.

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

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.

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

• 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

• 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

• 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

• 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

• 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

• 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

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.

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

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

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

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.

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

• 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

• 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

• 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

• 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.

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.

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.

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.

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.

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

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

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

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

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

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

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

• 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

• 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

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.

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.

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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.

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

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

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

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

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

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

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

Resolved a runtime error caused during visitor IP tracking.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

GitHub Integration:

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

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

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

- 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.

- 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.

- 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.

Bug Fixes:

• Resolved multiple chatbot-related issues, including renaming the bot from neetoBot to NeetoBot, fixing workflow selection not appearing in some cases, and preventing tickets from being assigned to NeetoBot before users begin interacting.

• Fixed an issue where email replies from customers were not properly sanitized, ensuring unnecessary elements like signatures and previous quotes are now removed.

Enhancements:

• Building on the last bug fix, we've taken email reply sanitization a step further by converting replies from HTML to plain text, making ticket conversations appear more natural and easier to read.

Features:

• Previously, the chat widget's text-only button support was unavailable on mobile browsers. This functionality has now been added.

• A ticket transcript download URL has been included in webhook calls. If your systems utilize webhooks, you can now automate transcript downloads.

Bug Fixes:

• Resolved a rare crash occurring in the widget.

• Fixed issues with the image preview modal in the widget.

• Addressed a crash related to the profile menu.

• Resolved an issue where widget styles did not load smoothly on mobile browsers.

• Fixed redirection issues with the GitHub integration.