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.

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