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.