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.

• Auto assignments: Automatically route new conversations to the right owner so you can reply faster. Go to Settings → Assignments to configure.

• 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

We’re excited to launch a major update to let you handle customer support at scale: A new sync engine with a 50ms UI, a redesign of almost every part of the application, an improved AI Help Center, Agent upgrades, and Reporting.

New Sync Engine

Since launching customer support in Productlane, many teams have moved all their customer conversations to us. They quickly had thousands of emails, live chat, and Slack messages in their workspace, and the initial load time slowed down more than we wanted.

That's why we decided to rebuild major parts of our architecture so the app can load only the data needed at the moment. It took a lot of time, but it was worth it. The backend is much more robust now, and the app is incredibly fast.

Even our largest workspaces now load in under 3-4 seconds with an avg. response time of 50ms. Big shoutout to our friends from Zero helping us implement this sync engine.

Redesign

This update comes with a redesign that touches almost every part of Productlane. The inbox, help center, roadmap, support portal, and changelog are now heavily simplified, have a new look, increased contrast, and optimized typography.

Your feedback portal is now called “Requests” and is simpler to use. We replaced the form on the left that filtered existing requests while you typed with a new request button and a search to make the experience simpler.

AI Help Center

The Help Center has a refreshed design with deeper AI support. The Agent now sits at the bottom of every article, ready to answer follow-up questions immediately.

Articles inside the widget use the same AI bar, and each article includes a new button to let you copy it as Markdown for LLMs, making your content easier to index and reuse.

Reporting

A new Reporting view helps you ensure a great customer experience as you scale your support. It gives you a clear view of your team's performance across the entire support workflow, with a focus on your AI agent's resolution rate.

It includes what was previously on your tags page and adds the most relevant customer support metrics, such as first response, time to resolution, and time from request to implementation. The agent performance shows how each teammate is doing: workload, conversation count, and response times in one view.

Improved AI Agent

We upgraded the model behind our AI Agent. It answers more accurately, resolves more cases on the first reply, and stays fast. It also handles multi-step conversations better, remembers context more reliably, and manages complex questions better.

More improvements

• Linear integration: Upvotes now also create customer requests in Linear

• Linear integration: Now all customer requests from Linear are synched

• Docs: Embed a custom iFrame in your help center for demos and forms

• API: Cancelled issues now trigger the feedback loop closing

• API: Included tagging in API

• SSO: Added a redirect so users land on the intended portal page after sign-in

• Inbox: New inbox flow so you can triage faster with clearer states

• Inbox: Hide email history under the overflow menu to reduce page noise

• Interface: Added counters to the navigation for Changelog, Requests and Docs

• Interface: New Empty states with more contrast and clarity

• Search: Search experience improved for more relevant results

• Settings: Option to disable automatic company assignment

• Settings: Hide all items on roadmap if no Linear team is selected

• Widget: Increase widget icon contrast for better accessibility

Fixes

• Slack: Slack threads no longer show “unknown user” on profile pictures

• Bug: Widget event handling stabilized to prevent missed interactions

• Bug: Changelog notifications now resize with images correctly

• Bug: Widget loads correctly when CORS/CORP is enforced

• Bug: Slack sending stabilized across workspaces

• Bug: Customer properties load and update as expected

We’re excited to introduce Release Intelligence today. When you complete a project in Linear, it fetches all issues completed since your last Changelog and turns them into a draft. It generates two paragraphs for each completed project and one bullet per completed issues. It makes issue titles more human-readable and includes the product area, which is based on the Linear label.

How it works

1. Complete Linear project
   This will trigger the creation of the Changelog.

2. Get last Changelog date
   Release Intelligence will select all issues and projects completed since then.

3. Generate Changelog
   It generates a draft based on the title and description of those issues and projects.

Redesigned Editor and cover image creator

Release intelligence comes with a redesigned Changelog editor built for speed and focus. You now see generated drafts indicated in the sidebar and can navigate through your Changelogs with shortcuts like ↑↓ for moving to the next item and CMD Delete to remove drafts again. To speed up the Changelog creation, the cover image uploader now adds a shadow, border radius, and padding, so any screenshot looks great right away.

Changelog RSS Feed

You’ll now see a new Subscribe button on your Changelog. It lets customers get your RSS feed URL or subscribe via email. By default, subscribing via email requires logging in to your portal, but you can set a custom URL instead. We recommend sending each Changelog to all customers who’ve ever signed up for your app.

Changelog Migration Assistant

Getting started is even easier with our new Migration Assistant, which lets you import Changelogs from other platforms via CSV. Go to Settings → Import / Export to migrate from existing tools within minutes.

Improvements

• API: Add contact to company via API so you can automate CRM sync

• Editor: Change docs links to use stable IDs so links survive renames

• Editor: Add arrow‑key and Esc navigation inside docs

• Feature: Add toast confirmation and an undo‑send shortcut for email replies

• Live Chat: Skip generating an AI response if a user already asked the same question

• Live Chat: Enable AI suggestions for Live Chat replies

• Live Chat: Include the first live chat message in the notification email

• Live Chat: Smooth loading animations to match AI chat behavior

• General: Improve feedback triage workflow based on user input

• Interface: Add a new bottom bar for quicker access to primary actions

• Interface: Improve sidebar icon colors and clean up Linear settings layout

• Interface: Standardize scrollbar styling across platforms

• Mobile: Add a new, cleaner view for mobile devices

Fixes

• Login: Clean up the invite team interface so you can add teammates without confusion

• API: Show all Linear items during import so nothing is missing

• Bug: Preserve the original attachment name after upload

• Bug: Fix docs layout spacing on mobile for better readability

• Bug: Prevent CSV imports from failing when threads are duplicated

• Bug: Render email content correctly in Spark

• Bug: Respect j/k navigation without opening thread snippets unexpectedly

• Bug: Ensure first email on a new thread includes attachments

• Bug: Allow CSV attachments to be downloaded from threads

• Bug: Redirect to the correct page after logging out from a doc article

• Dashboard: Fix tag count discrepancies so numbers match filters

• Database: Hide or correct customer needs that have no linked customer

• Interface: Prevent jumpy scrolling in comment boxes

• Interface: Show the correct Twitter preview (Open Graph) image

• Interface: Fix clipped input fields in dialog forms

• Interface: Align avatars and text in live chat messages

• Interface: Left‑align components and allow them to grow horizontally as intended

• Interface: Fix the input field on the support portal

• Notifications: Render the full Email DNS status label without truncation

• Performance: Apply Widget response time settings without delay

• Slack: Deliver attachments even when a Slack message body is empty

We’re excited to release AI Chat today. It gives your customers instant answers from your Productlane Help Center, Changelog, and all your public Linear projects and issues. Industry benchmarks show ~50% resolution rates for support conversations, and we got even higher resolution rates during beta, so we're happy to launch it into public availability today. Go toSettings → AI Chat to enable this feature, which is available on our Pro and Scale plans.

Built to work perfectly with Linear

Especially in B2B, most customer requests are product-related: Bug reports or feature requests that belong into Linear. AI Chat connects seamlessly with Linear Issues, public projects on your Productlane Portal, and completed items from your Changelog. This gives customers one place to ask about future, current, and past features. If they ask how to set up a feature that does not exist yet, but is on the roadmap, they now know about this.

Integrated into your widget

AI Chat can be embedded as a widget alongside your Help Center, Changelog, and Live Chat. Answers that include citations from your Help Center open directly in your widget.

Clearly separating humans and AI

AI Chat is kept distinct from your human support flow, so customers always know who they’re talking to. This avoids the “AI wall” many tools create and ensures urgent bugs and requests reach your team directly.

Weekly AI Chat summaries

Every week, Productlane gives you a summary of all asked questions and their responses. So you can identify missing doc articles and improve coverage instantly. Just open the right doc article with CMD + K to update it and improve the AI responses in the future.

Live Chat Public Beta

We have more great news: Live Chat is now in public beta. After activating it, your Widget contact form will turn into a chat. You can activate it without needing to change anything with your embedded widget script here in Settings → Live chat.

Improvements

• Portal: Clicking on items is now smoother and opens on the right

• Linear: Added revenue formatting option (annual/monthly)

• Docs: Improved visualization for code blocks

• Docs: Improved search performance and caching

• Docs: SEO optimizations on main pages

• Docs: Improved contrast and typography

• Widget: Font size increased for readability

• Widget: Menu spacing and animations improved

• Settings: Added “How it works” button to all settings pages

• Comments: Improved design and consistency

• Roadmap: Responsiveness improvements

• Settings: Tooltips added to pricing page; invoice button added to plans page

• Inbox: Sorting and section structure improved

• Threads: Improved creation events and title limits

• Email: Improved the unsubscribe button

• General: Multiple UI updates across portal, widget, and docs

• General: Viewers can now see members

Fixes

• Docs: Resolved overflow in titles

• Docs: Fixed feedback input focus on mobile

• Docs: Fixed line height and spacing issues

• Docs: Fixed border radius in widget search

• Docs: Fixed dark mode for error pages

• Docs: Fixed group auto-open behavior after reload

• Changelog: Fixed spacing, hover states, and small browser width bugs

• Changelog: Added a missing close button on notifications

• Widget: Fixed dark mode issues on Safari

• Widget: Fixed offset and spacing when docs are disabled

• Widget: Fixed close button behavior on mobile

• Widget: Fixed UI spacing and auto-save for settings

• Widget: Fixed small black square artifact

• Widget: Fixed docs menu animation

• Inbox: Fixed issues not showing when all were done

• Inbox: Improved comment and message handling

• Roadmap: Fixed cutoff content and small-screen bugs

• Portal: Fixed modal text and sign-up issues

• Portal: Fixed navigation width and responsiveness

• Portal: Fixed caching and loading issues

• Threads: Fixed mobile issues, alignment, and message capture

• Threads: Fixed duplication from missing Slack user IDs

• UI: Fixed numerous spacing, alignment, and border radius issues

• UI: Fixed color, icon, and contrast inconsistencies

• UI: Fixed scrollbar, overlap, and shadow issues

• UI: Fixed broken forms and misaligned inputs

• Emails: Fixed quote differentiation and font stripping

• General: Fixed local storage limit for files

• General: Fixed broken attachments and file loading

• General: Fixed session token handling

• General: Fixed data export formatting

• General: Fixed MRR rounding