What changed in Mailslot

When you ask a customer a question and mark the conversation Waiting on customer, the reply-by clock stops. It starts again when they answer, with the time that was left. Before this, a slow customer could push a conversation past its reply-by time and into your Monday report.

On by default for every plan. Turn it off under Settings, Reply-by times.

Connect a WhatsApp Business number and its messages arrive in the same queue as email and chat. Rules, owners and reply-by times work the same way. The default reply-by time for WhatsApp is 1 hour.

Available on Team and Scale. WhatsApp charges its own per-conversation fee, which we pass through at cost.

The Monday report now has a chart of messages received by hour for the past week, with your working hours marked. Three teams used the beta to move their lunch break, because their busiest hour was 12 to 1.

If Shopify is connected, a rule can read the value of the customer's last order. For example, messages about orders over $500 can go to a senior agent with a 1-hour reply-by time.

Also in this release: rules can match on the number of past orders.

We rebuilt the search index. On inboxes with more than 500,000 messages, a search that took about 3 seconds now takes about half a second. Search also finds text inside PDF attachments.

A message with an owner used to stay bold in everyone's list until the owner opened it. Now it is bold only for the owner. Thanks to Dana at Kestrel Supply for the report.