We're excited to introduce API v2 and webhooks today.

API v2 is a complete rebuild of our public API. Featuring scoped keys, cursor pagination, a consistent error envelope, and an OpenAPI-driven reference. Use it to sync threads, contacts, companies, changelogs, help center articles, projects, members, and tags between Productlane and any system you run, with support for the latest features and more.

Every key is now scoped (threads:read, companies:write, admin, etc.), so a CI script that only lists threads can't accidentally invite a member. Keys are stored as hashes, shown to you once at creation, and listed with a last-used timestamp.

Errors land in a single envelope with a stable code, a human message, and a request_id you can quote in support tickets. Pagination is cursor-based across every collection, and dates are plain ISO 8601 strings.

V1 keeps working until November 20, 2026. Every v1 response now carries Deprecation and Sunset headers, so your tooling picks up the timeline automatically. Migrate by minting a new key under Settings > Integrations > API.

Webhooks

Webhooks are now available alongside the API. Subscribe to events like thread.created, message.received, contact.updated, changelog.published, and dozens more, and receive a signed payload at your endpoint within seconds of the event firing.

Every delivery is signed with HMAC-SHA256 using your webhook's secret, so you can verify the payload really came from Productlane. Failed deliveries retry on a backoff schedule, and a delivery log in the dashboard shows the last 200 attempts per webhook with response codes and latencies.

We email you when a webhook starts failing repeatedly, and again if it's auto-disabled. New webhooks added to your workspace trigger a notification too, so unauthorized changes don't slip past.

Set up your first webhook in Settings > Integrations > API > Webhooks.

Usage analytics

The API settings page now includes a built-in analytics block showing how your keys and webhooks are performing. Track total requests, error rate, error distribution by endpoint, webhook delivery outcomes, and response time, all in one place, with windows from the last 24 hours up to 14 days.

It's the same data your customers' integrations are generating, so debugging "why did that fail?" no longer means waiting for a support ticket. Open Settings > Integrations > API to see it.

Improvements

• Improved widget design

• Live chat email fallback delay reduced to 2 minutes.

• Custom views refinements; fixed active state when switching with number keys.

• Docs/changelog editor gains bullet lists.

• Replaced Lucide with Nucleo icons in the whole app.

• Customizable user avatars.

• Show changed lines count instead of new symbol count.

• Subpage counters in navigation.

• AI sidebar drafting and writing‑style controls.

• Set the last author as the contact person on threads.

• Subjects no longer include email addresses in the list UI.

• Responses can be moved into docs more easily.

Fixes

• Dark-mode customer messages are now readable.

• Mobile chat and AI loading animation glitches resolved.

• Inbox navigation and thread selection stability; shortcut reliability improved.

• Fixed replies looping back to the support inbox.

• Changelog menu link no longer returns a "Page not found" error.

• Custom domain TXT record handling fixed.

• Various UI polish: spacing, rounded corners, dropdown and redirect issues, and cut‑off content.

We’re excited to introduce Support Copilot today.

Move through conversations faster and draft replies directly in a thread. Support Copilot gives you a starting point for common responses while keeping the final send in your own hands.

It suggests replies based on your help center, past conversations, Changelogs, and Linear issues. It’s available on the Scale plan, and we launch it alongside two more essential support features today: SLAs and Custom Views.

Custom views

Custom Views are now available to help you organize the inbox around the work that matters most. You can now save filtered views in the sidebar for quicker access. This release also adds filters like revenue and company size, making it easier to segment queues, prioritize important customers, and build workflows around different types of conversations.

SLAs

SLAs are now available in Productlane. Teams can track time to first response, time to resolution, and service trends across teams and timeframes.

This makes it easier to measure support performance, spot bottlenecks, and stay aligned on response expectations. SLAs are available on the Scale plan and can be set up in Settings > SLAs.

Track the history of any conversation with a clear timeline. You can view events like status changes, assignee updates, Linear links, AI actions, and customer replies in one place. This helps you understand what happened and when, so you can get back to customers faster.

We’re also introducing Email and Slack auto-replies, Auto-assignments, and help center performance improvements in this update.

Email and Slack auto-replies

Send automatic replies for new messages across email and Slack connect channels. Configure the template and working hours in Settings → Email -> Auto-Reply.

Help Center and portal performance improvements

While the Productlane app is almost instant in every interaction, the portal was always slower than we wanted it to be. So we spent a large amount of time to speed it up. It does still not have a sync engine as it’s more optimized for instant initial load, but it’s still much faster now across the whole portal.

Auto-assignments

We also released the first version of Auto-Assignments. You can define the owner of a company and activate that all new messages from that customer are assigned to that owner automatically. The company owner is synced with Linear, of course. Go to Settings → Assignments to configure.

We’re excited to introduce Live Chat today. Talk to customers in real time, with unique capabilities: They won’t only see their past chats, but all associated Linear requests, so they can track and change their priority directly in the chat.

Live Chat also includes a powerful AI Agent that helps resolve support requests autonomously while waiting for a response. To activate it, open the widget settings and select Live Chat as the contact option.

Fluent transition from chat to Linear request

Customers can move from asking a question to submitting a request without leaving the widget. Once authenticated, they can see their conversations and requests directly in the chat, follow the progress of their issues, and mark them as important.

Integrated AI agent

The AI agent answers live chat messages instantly while your team is away. It understands the page the user is on and responds with relevant context. It is trained on your help center, roadmap, and changelog to answer the most common questions.

Live chat in the support portal

On the support portal, your customers find all their submitted requests and their current status. When clicking on a request, it now opens the Live Chat view in the widget with that conversation.

More improvements

• AI Agent Feedback: Users can give thumbs-up or thumbs-down feedback on AI responses in the widget. Negative feedback opens a modal for detailed comments that are stored in the chat session.

• Knowledge base in API: Read and manage your knowledge base via API so you can connect docs to your build and review pipelines.

• Redesigned widget settings: Use a guided, step-by-step flow to configure your widget faster and with fewer mistakes.

• Live chat icon option: Select a dedicated icon for the live chat launcher so visitors instantly recognize how to get help.

• Priority dropdown in Support Portal: Let requesters and your team set priority directly in the portal list so triage is clear

• Authenticated widget on the portal: Pass a signed identity to show personal history and prevent impersonation. Go to Settings → Widget to use it.

• Auto-send browser and console data: Capture browser version and console context from the widget to speed up debugging.

• Support inbox inline screenshots: Paste or capture screenshots directly in the composer to share context quickly.

• Private portal pages: Mark specific portal pages as private so you can share selectively without locking down the entire site. Go to Settings → Portal → SSO.

• Slash commands in Support Inbox: Use quick commands to control everything without your hands leaving your keyboard.

• Avatar selection for the widget: Select the visible avatars on the widget.

We rebuilt the Inbox from the ground up to help you triage support requests faster and stay on top of conversations. A three-panel layout keeps tabs, thread list, and full conversation visible so you get to inbox zero without feeling overwhelmed. The new Inbox is designed to handle large support volume with calm and focus.

Keyboard-first navigation

Move through the inbox without touching your mouse. Use ↑ and ↓ or 1,2,3.. to navigate threads, and Cmd + ↑/↓ to jump to the top or bottom. Tab and Shift + Tab to cycle through inbox tabs, X to toggle multi-select, and mark threads unread with Alt + click.

Focused conversation sidebar

The right sidebar now highlights what helps you respond more clearly. The person and company selector is now combined, assignee and priority are added, and the Project and issue selection is now more visible and available in a single dropdown, so nothing stands in your way when communicating with customers.

Instant filter search

The filter dropdown now directly searches through all potential filter results. Start typing to search all results at once. They are grouped by category, and you can toggle filters off directly from the search results.

Email forwarding

You can now forward your emails. Just press F in your inbox to quickly add the forwarding address and create a new thread.

JWT-secured Widget

Protect conversations that start in your widget with signed JSON Web Tokens. You can verify a user’s identity, prevent spoofed emails, and set token expirations so only real users can create messages. Enable it in Settings → Widget.

Context-aware AI Agent in the widget

Pass dynamic context to the AI Agent in the widget for more precise answers. The assistant now considers the page a user is on, so if they ask, „What can I do here?“, the AI agent can see on which page the user is and what they are likely trying to do.

Improvements and fixes

• Docs: Clarified docs structure and fixed broken references for quicker answers

• Custom project status: The project status is now synced with the real Linear status instead of the status group.

• Blocklist: Blocks all new requests from all sources, like the portal

• Slack: Emoji support for Slack

• Editor: Made the editor translatable for localized UI copy

• Notifications: Verified Outlook rendering for Changelog broadcasts

• Portal: Blocked email senders now also apply to Portal and Widget

• Settings: Added option to attach a link to the Public beta toggle

• Settings: Upgraded General and User settings pages for clarity and speed

• Bug: Fixed project publishing that could silently fail

• Bug: You can edit a contact’s name without errors

• Changelog: Fixed dark mode rendering for broadcasts in Spark mail client

• Slack: Improved Slack formatting for emails shared to channels

• Slack: Cleaned up Slack message formatting for consistency

• Widget: Fixed Safari iframe border rendering

We’re excited to launch a major new feature this week. Email and Slack broadcasts help you follow up on support requests at scale and share Changelog updates with beautiful formatting.

Slack broadcast

Send changelog updates to all customer Slack Connect channels where the Productlane Slackbot is installed for a more personal way to stay in touch with customers. Together with the AI changelog generation, this is now the fastest way from closing a Linear issue to informing customers.

Email broadcast

Send emails directly from Productlane when updating an issue, project, or publishing a Changelog. Notify everyone who provided feedback or upvoted, or email the entire workspace. Emails are sent from your connected support address, and users can unsubscribe from broadcasts at any time. Just start by clicking Publish on the Changelog or Send update on project and issue details.

Opus 4.6 upgrade for the support agent

We upgraded our support agents’ model to Opus 4.6 to deliver more consistent responses, interpret detailed customer queries more accurately, synthesize longer conversation histories, and handle multi-stage problem-solving better. It should also make the chat significantly faster.

Improvements and fixes

• Feature: Office hours for live chat

• Interface: Widget and Settings UI improvements for faster navigation

• Live Chat: Auto-email live chat messages to provide transcripts to participants

• Performance: Chat responsiveness and shortcut improvements

• Performance: Made Linear customer request creation more reliable

• Slack: Inline images not showing in Slack now render correctly

• Bug: Auto-created issues have correct titles derived from the source context

• Bug: Issue with message replying no longer blocks sending responses

• Bug: Team requests on support portal now appear for all teams as expected

• Improvement: Improved Slack message delivery to avoid duplicate posts

• Bug: Widget profile images blocked by CORS now load correctly

• Bug: Wrong preview text on inbox shows accurate message snippets

• Interface: Widget shrinking animation corrected for smooth transitions

• Notifications: Widget notification behavior fixed for accurate unread indicators

• Settings: AI settings fully disable related features when turned off

We’re excited to launch our Cursor integration. When a customer writes through the Live Chat or portal, Productlane now auto-creates a Linear issue and assigns it to Cursor. This gets you a pull request already waiting to be merged as soon as you get back to a customer.

Go to Settings → Linear and turn on Auto-assign Cursor. You can go one step further and activate that every message from the portal and widget auto-creates a Linear issue. We recommend this only for smaller teams with lower support volume.

Customer Request Reporting

You can now view customer requests for Linear projects and issues over time, to see which requests come up every week versus what spiked recently. This even works for customer requests not created in Productlane, just hit CMD+K → Sync Linear to bring them all over.

Improved support inbox

We improved the readability and flow of the support inbox. You can now spot urgent or overdue conversations faster, and view the most recently completed Linear issue title immediately to help you follow up. We removed the closed loop tab and moved those conversations into the other inboxes, and we changed the “All” tab into “Replied” to help you spot waiting conversations faster.

Feedback portal beta status

You can now turn the upvote button on your feedback portal into a “Get beta access” button so customers can request access easily. Clicking it creates a message from that user that you can answer manually or automate via the API. Just open a Linear project in Productlane and press the “Beta” switch to make that button appear.

Upvote context

Written feedback is more valuable than a simple upvote. After users upvote on the feedback portal, they now see an input field to add context. We also made the portal animations feel smoother.

Email blocklist

You can now use CMD K on a conversation to block a user or mark a thread as done. Go to Settings → Shared email to manage the email blocklist.

Changelog and Docs versioning

Recover earlier drafts of Changelog or help center entries with version history. Just use the three-dot menu in the top right to view auto-saved versions and restore one.

We’re happy to start the new year with a feature that helps you reach the 6.5 billion people in the world who don’t speak English. You can now translate your Help Center, Customer Requests Portal, and Widget into 47 languages. Your Portal and Widget are auto-translated, and you can add a version per language across Docs, Changelog, Projects, and Issues. Multi-language is available on the Scale Plan.

Select from 47 languages

Go to Settings → Portal → Languages and set your Default Language, which is shown to visitors by default. Click Add Language to choose from the languages you want to enable for your workspace. When a visitor opens your portal or widget, Productlane detects their browser language. If it’s enabled, they’ll see that translation. Otherwise, they’ll see your default language.

Once languages are enabled, you can translate your changelog entries by switching languages with the selector while editing to create localized release notes, add translated versions of help center articles by changing the editor language for each enabled language, and customize your AI chat welcome message and example questions per language in Settings → AI Chat.

Fixes and Improvements

• Widget: Control the widget from your app with new dismiss methods and support for custom launchers so you can match your UX.

• Portal: Upvotes are tied to requests rather than projects, so prioritization reflects what customers actually ask for. View in Portal → Roadmap. No setup required.

• Reporting: Aggregated MRR appears in Reporting so you can combine revenue and support insights. Go to Reporting → Overview.

• Widget: Added method to programmatically dismiss in-widget notifications

• Widget: Allowed launchers to dismiss the widget for full open/close control

• Dashboard: Added sorting across all companies for faster account reviews

• Docs: Added support article explaining how to export data

• Editor: Enabled smart typography (e.g., arrows) for cleaner writing

• Interface: Improved URL design for Docs and Changelog to be more readable

• Interface: Inverted up/down button order to match common conventions

• Inbox: Removed the Close loop tab to streamline navigation

• Slack: Improved Slack notifications with new formatting

• Performance: Moved Docs indexing to background to keep the editor responsive

• Portal: Moved upvotes from projects to requests for accurate prioritization

• Reporting: Added aggregated MRR view to pair revenue with support metrics

• Search: Defaulted search results to newest first for quicker triage

• API: Resolved widget event inconsistencies for correct callbacks

• API: Stabilized Linear team sync so members and statuses stay up to date

• Authentication: Restored project access for affected team members

• Authentication: Fixed email login for the customer portal

• Authentication: Prevented erroneous authentication errors after reconnecting

• Bug: Adjusted chat layout height to fit the viewport

• Bug: Company and people details are editable again

• Bug: Smoothed out thread deletion interactions

• Bug: Command+K now finds people by email

• Bug: Docs pages render correctly on all screen sizes

• Bug: New Linear icons load and display correctly

• Bug: After marking a thread done, the next item opens as expected

• Bug: Multi-delete works as expected

• Bug: Ethereum project icon displays correctly

• Bug: Show the correct author in Slack for “Push to Productlane”

• Bug: Fixed a visual artifact in charts

• Bug: Tooltips display reliably on messages

• Bug: Issue status changes without errors

• Bug: Publishing rules for empty doc articles behave correctly

• Bug: Upvote visibility is consistent across views

• Bug: Recent threads list shows the correct items

• Bug: Navigates to the correct next item after completion

• Bug: Increased reliability of thread deletion

• Dashboard: Improved empty state on Agent Performance for first-time views

• Dashboard: Replaced an incorrect empty state when pending projects exist

• Docs: Improved Markdown import to handle edge cases

• Editor: Fixed bullet formatting in AI Chat

• Editor: Improved editor stability during long sessions

• Editor: Prevented project descriptions from being overwritten

• Editor: Ensured image updates apply to the correct versions

• General: Prevented duplicate project feedback entries

• General: Handled inactive email addresses gracefully

• General: Fixed issues with customer names containing apostrophes

• General: Creating customers works without errors

• Interface: Resized buttons so they fit in the comment editor

• Interface: Removed persistent “Create customer” button after creation

• Interface: Fixed inputs being clipped by the clear (x) icon

• Interface: Removed deleted projects from lists

• Interface: Allowed long toast messages to display fully

• Interface: Applied general UI polish across views

• Live Chat: Clicking a notification no longer reloads the whole page

• Performance: Significantly sped up thread deletion

• Performance: Widget snippet loads immediately without delay

• Slack: Fixed AI Chat notifications so they post correctly to Slack

• Widget: Fixed corrupted images inside the widget

• Widget: Fixed video playback and sizing inside the widget