Your support agent can now access data from any source. Customers can ask:

• Your product database

• Stripe, Shopify, or any billing system

• Internal analytics and usage data

• CRM records, logs, anything

Getting closer to helping you make more of your customer support autonomous.

Let the Productlane Agent access any data

When a customer asks about their recent invoice, the agent looks up their subscription and answers right there, so your team gets the number without switching tabs. It can run a refund or update a CRM record the same way, with a confirmation step before anything actually changes.

Access depends on which agent is asking. Copilot and thread drafts keep full access, since a person reviews the output before anything goes out. Customer-facing agents like email auto-reply and live chat reach the connectors and actions you've turned on for them, and you enable each connector for agent access individually. Actions that make real changes can be marked to always wait for a human to confirm, no matter which agent triggered them.

External links and internal docs for the agent

When a question needs more context, the agent can now also pull from your help center articles or a custom URL you've pointed it to, so it answers from your docs even for topics no connector covers.

Try it: head to Settings → Connectors to add actions to a connector, or turn on agent access for one you already have.

You can now handle multichannel customer support from inside Linear. Productlane creates a synced comment on an issue for every conversation from Live chat, Slack Connect, email, or Teams. You can reply directly from Linear, and responses sync back to the customer in their original channels.

Your support team can work in Productlane with AI drafts and resolutions for high volume, while engineers can stay in Linear and still reply to customers. Also, with coding agents, it's really powerful to have the customer conversation directly on the ticket where a PR from your agent is already waiting.

Turn it on in Settings → Linear under Reply to customers in Linear. The feature is available on all plans. Everyone who wants to reply from Linear needs a seat in Productlane.

AI Assistant for Help Center and Changelog

We have more great news: The Assistant is now included in all plans and works inside the Help Center and Changelog editor. Open any article and toggle it from the header icon or Cmd + J to draft content. It now also has access to your connected GitHub repository, so it has context for your entire codebase, helping you write Help Center articles and Changelogs faster.

Every plan includes a monthly pool of AI credits covering Copilot, docs generation, changelog generation, and translations. Usage past that pool bills automatically at token cost plus a small margin, capped at the overage limit you set. Track spend and adjust the limit in Settings → Features → AI → Usage.

Inbox assistant and UI improvements

The assistant now works across your whole inbox, not just a single thread. You can ask it things like who to answer first or who's at risk of churning. The messages have a new UI for better readability, and the snoozed and done tabs moved out of the sidebar into a shared Open / Snoozed / Done dropdown in the inbox header.

Advanced Reporting early access

Reporting now has dedicated tabs for Overview, Conversations, Team, Responsiveness, and Feedback, covering first response and resolution times, queue depth, AI resolution rate, and reply activity by teammate. Try it alongside other early access features that we're currently working on: Attio, PostgreSQL integration, and Multiple Portals.

Productlane now updates your Help Center for you. The AI agent learns from your past support conversations, code changes in GitHub, and completed Linear issues and writes the articles your docs are missing, ready for you to review. Connect your repository in Settings > Integrations > GitHub to start.

Sourced from GitHub, Linear, and support threads

Three signals feed the agent. A merged commit drafts a new article or updates the one it affects. A closed Linear issue arrives with a draft ready to review. A resolved support thread becomes a new entry, or a suggested edit when the conversation exposes a gap in what you already published.

Review and approve in a lightning fast UI

Proposals collect in a Suggestions panel at the top of your docs sidebar. Each row shows the line diff at a glance: +173 is lines added, -39 is lines removed.

Open one and the full review view takes over. The article sits on the left with every proposed change highlighted in place. A rail on the right lists each edit on its own, and hovering a card lights up exactly where it lands in the text.

Accept, and the article publishes to your portal. Each group in your navigation carries a counter of the drafts still waiting inside it.

Generate your Help Center with Claude Code or Codex

Connect Productlane over MCP and point Claude Code or Codex at your repo: "Review the codebase and every past conversation in Productlane, then write our Help Center." The agent drafts the full set of articles, and you review them through the same Suggestions panel.

Bring an existing Help Center with you: import from Markdown or CSV under Settings > Import/Export, and the agent maintains it from there.

With the new MCP server, you can connect Productlane to Claude, Codex, Cursor, or any MCP-compatible client. Set it up here to enable capabilities like:

• Draft the reply. "Go through all new threads today, check the help center and codebase, then draft a reply for me to approve."

• Bug arrives, fix starts. "When a bug report lands in the inbox, reproduce it and draft the fix as a PR."

• Update the help center. "Review the codebase and all past conversations in Productlane to find gaps in our docs."

• Triage the inbox. "Sort today's new threads by area, tag them, set importance, and assign each one."

• Weigh the roadmap. "Rank open feature requests by the revenue of the companies asking."

• Translate the docs. "Translate every help article into German and French."

• Clean up the CRM. "Find duplicate companies by domain and merge them."

Two ways to connect

Add the Productlane server URL in your client and sign in with OAuth. You pick a workspace, choose what the agent can access, and approve, with no key to copy or paste. The client handles the rest.

You can also connect with an existing v2 API key. Create one under Settings > Integrations > API and pass it as a bearer token. OAuth suits a quick, interactive connect, while API keys fit headless and programmatic setups.

Scopes decide what the agent can do

Whichever method you use, scopes control which tools the agent sees. With OAuth, the consent screen lets you grant full access or hand-pick permissions per resource. With an API key, the key's own scopes do the same. A read-only grant exposes only read tools; anything without admin access hides member management. Revoke access, and every connected client stops instantly.

Coverage across the whole workspace

The agent works with threads, contacts, companies, projects, issues, tags, changelogs, help center articles, the customer portal, and members. Every action runs through the same v2 API as your other integrations, so rate limits, error handling, and audit logging apply exactly as they do over HTTP. Add Productlane to any compatible client to get started. The full setup steps live in our docs.

Improvements

• Redesigned the email settings page and improved the snippets settings experience

• Added the ability to review verified DNS settings from the dashboard

• Added a logout action in CMDK

• Made ticket tag removal clearer

• Refined attachment interactions

• Added a stop button while AI is generating

• Added Reply All as a default reply option

• Improved docs subgroups and nested folder organization

• Added better navigation hierarchy across key areas

• Improved importing content via Markdown

Fixes

• Fixed public roadmap submissions after login

• Resolved duplicate ticket creation and auto issue generation issues

• Fixed cases where the sidebar AI agent failed to generate text

• Addressed email thread performance issues

• Improved link styling for German doc articles

• Fixed screenshots and images not rendering correctly in conversations

• Fixed attachment display issues across submitted requests and threads

• Fixed duplicate threads and wrong customer assignment in the Linear sync

• Fixed Linear customer requests not populating correctly

• Fixed thread sorting not applying properly in the All view

• Fixed dark mode getting stuck

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.