Contacts 2.0, a Rebuilt Support Inbox & an AI That Works Where You Already Are

Contacts stops being two half-address-books and becomes one record per person, with a hub of its own, a full history of every interaction, and control over who can see what. The omnichannel Support area is rebuilt end to end — labels, response countdowns, a filter-and-sort menu, and a composer that finally behaves like a messaging app. And Copera AI arrives where you already are: a pill that reads the page in front of you and writes the answer straight into it.

New Features

Contacts — One Contact Record for the Whole Workspace

Copera had two separate ideas of a contact: the old address book and the people who appeared through your messaging channels. They are now a single record, with everything a contact should carry (#3591).

• A hub of its own — open contacts as a side drawer from anywhere, or as a full page with its own column and detail rail. Creating a contact is one dialog, reached from every place a contact can start.
• A detail pane worth reading — an identity header with labels, a Schedule / Note / Ask row, one card per way of reaching the person with its own action, a short brief with its sources, and the contact's own AI docked at the bottom.
• Every interaction, on a timeline — emails, conversations, meetings and bookings land on a day-by-day feed, titled by what actually happened rather than a raw subject line. You can filter it by channel.
• Related — see the rows, conversations, emails and events a contact is attached to, across everything you have access to. Anything you could not open yourself never appears in the list or the count.
• Organizations, custom fields, labels and lists — group people by company, add the fields your team actually uses, tag them, and build lists.
• You choose who can see a contact — access runs in tiers, from card-only up to full management, with workspace-wide or restricted visibility and named people you grant. A new contact now defaults to just its creator; an admin can open that default up for the whole workspace in Contact management.
• Merge and unmerge — fold two records into one and pull them back apart again if it was wrong, with cells, memberships, lists and links restored rather than approximated.
• Everywhere you already work — the Inbox, Agenda, the Support contact panel, contact columns on boards, search and every recipient picker now read from the same contact record.
• Dictate a new contact — speak a name, a phone number and an email address and the card fills itself. The transcript now lands in the composer and waits for you to send it, so you can fix a word before it is applied.
• For developers — contacts are available through the public API, the Copera CLI tooling and Ask Copera's own contact actions, all scoped to what the caller can see.

Support — The Omnichannel Area, Rebuilt

The whole Support area was redesigned from a new canvas, from how you move between its sections down to how a message bubble is drawn (#3589).

• A launcher instead of a tab bar — the eight-tab strip becomes a panel where every destination carries a line explaining what it is for. Every section outside the inbox now has a proper header with its own tab row and a one-click way back to the channel.
• Conversation rows that tell you what matters — three lines per conversation, with labels, a response countdown, and the assignee (or a dashed invitation to assign one). A busy row collapses its labels into a single "+N" chip instead of pushing the list sideways.
• Labels you create as you go — a channel-level vocabulary you can create, rename and recolour inline from the row itself. Two people labelling at once both land.
• Filter and sort in one menu — status, assignment, channel, response time and labels, six sort orders, and a toggle to pin the conversations that need a human. "Handled by the bot" and "needs a human" can now be combined with each other and with a status.
• A thread that behaves like a messaging app — a per-conversation escalation banner, a jump-to-latest pill, and a doodle wallpaper behind the bubbles in both light and dark themes.
• Reactions, media and voice notes, done properly — reactions sit in one pill on the bubble edge, images and videos fill the bubble with the timestamp on a scrim, and a voice note is a real row with a waveform, a moving progress dot, elapsed and total time, and a playback-speed toggle.
• A composer that is a card, not a strip — the send button turns into a microphone when the draft is empty, Copera AI is in the toolbar (press space in an empty composer to open it), and internal notes stay clearly separate.
• Attachments before you send — paste an image, drop files anywhere over the conversation or pick them with the paperclip, and they stage as thumbnails inside the composer. Remove one, retry a failed upload, or open an image in the annotation editor before sending. Up to ten per send, with your typed text as the caption on the last one.
• Search moves into the header — an icon that expands into the field, rather than a permanent box taking space from the list.

Support — Response Times and Who Gets the Next Conversation

Routing is now something you configure per channel rather than something that happens to you (#3613).

• Turn response-time tracking on or off — new channels start with it on. Switching it off clears the countdowns rather than leaving stale ones behind, and switching it back on re-arms the open conversations.
• Choose who is in the rotation — pick exactly which team members receive conversations. Only people who are actually in the channel and able to reply can be chosen, and an empty list simply leaves conversations unassigned.
• Changing the rotation releases the right conversations — someone dropped from the roster loses the threads they were holding, and those threads are offered to the remaining team straight away instead of sitting with an owner who can no longer answer.
• Reply without claiming — a member with access but no assignment can answer a conversation without taking ownership of it.
• Mute a channel for yourself — notification settings are now per person, so one teammate muting a channel does not mute it for the team.
• Quieter phone notifications — no push for a channel you muted or a conversation someone already answered, and clearing a notification on your phone now clears it everywhere.

Copera AI — An Assistant That Works Inside the Page You Are On

Instead of taking you somewhere else to ask, Copera AI now appears as a pill on the surface you are already using and delivers its answer into that surface (#3608).

• It reads what is in front of you — the document you are editing, the conversation you are reading, the board, the inbox thread or the note. You do not have to paste context in.
• It writes where you are working — a reply drafted into the Support composer, a passage rewritten in the editor, an answer applied to the thing you asked about, with a result card you review before anything is applied.
• You stay in control of the result — apply it, undo it, or reapply it after an undo. An edit you made by hand while it was working is not overwritten.
• A full Ask Copera page and a drawer — the same assistant in a dedicated space when you want room to work, or beside the page when you do not.
• It makes room rather than crushing the page — the layout condenses based on real measured width, so opening the assistant beside a page no longer squeezes that page into a column.
• Your turn survives moving around — the assistant keeps its session and its current turn as you navigate, so you are not restarting the question every time you change view.

Inbox — Reply All

The email composer now offers Reply all, and offers it honestly (#3615).

• It only appears when it does something — Reply all shows up when it reaches someone a plain reply would not, and stays hidden when it would send the same email to the same person.
• Switching modes retargets the recipients, not your text — moving between Reply, Reply all and Forward rewrites To and Cc and leaves what you have written alone.
• Blind recipients are never re-added — Bcc always starts empty, and the original Cc is not silently inherited on a reply or a forward.
• Undo send restores the whole audience — bringing a message back keeps the Cc and Bcc you had, not just the To.
• AI drafting works on both — the automatic draft is available for Reply and Reply all alike.

Chat — Attach Files Before You Send Them

Text channels and direct messages get the same pending attachment tray the Support composer has (#3593).

• See what you are about to send — thumbnails stage in the composer, each showing uploading, ready or failed with a retry.
• From anywhere — paste, drag and drop, the file picker, or a recording, all route into the tray.
• Edit an image first — open a staged image in the annotation editor and the edited version replaces it.
• Up to fifteen files per send — they go out one message per file, in tray order, with your typed text as the caption on the last one. Sending stops at the first failure and gives you your caption back rather than losing it.
• Nothing is left behind — files you stage and never send are cleaned up automatically, and a file you do send is protected from that cleanup.

Ask Copera — Office Documents and Spreadsheets as Attachments

Attach far more than a PDF (#3598). Word, PowerPoint, Excel, OpenDocument, RTF and EPUB files are now read and converted into clean structured text, so Copera can work with a proposal deck, a spreadsheet or an exported document the same way it works with anything else. PDFs are handled natively where the model supports it, and fall back to extracted text where it does not — so a document is readable either way.

Workspace — See Copera as One of Your Members

Workspace owners can now look at the workspace exactly as a specific member sees it, to reproduce a problem they reported without asking for their password (#3595).

• Deliberate and time-limited — starting a session requires the permission, a password confirmation, and it expires on its own with a countdown visible the whole time.
• Never hidden from the member — a banner names both identities for as long as the session runs, the member is notified when one starts and ends, and every session appears in their own account security page.
• Owners keep the trail — the workspace settings show every session that has run and let an owner end a live one immediately.
• Granting it is the owner's call alone — and losing the permission or leaving the workspace ends any live session right away.

Permissions — Workspace Admins Who Are Already in the Room

A workspace admin who is already a participant in a board, channel or document now acts as that resource's admin, instead of being a regular member in a space they administer (#3594). Someone who is not a participant is not elevated and sees nothing new — what you can find and open still depends on membership, exactly as before.

Bug Fixes

• A contacts hub that loaded forever — a workspace with no contacts yet showed a loading bar indefinitely instead of an empty state; a failed load now offers a retry rather than spinning (#3591).
• The contacts drawer sliding in crooked — it asked for a width wider than a drawer is allowed to be, so the animation arrived off-centre. It also used to steal focus mid-slide and turn the transition into a jump (#3591).
• The contacts page collapsing to the height of its search box (#3591).
• Expanding a contact stacking it on itself — opening a contact's full page now closes the drawer it came from (#3591).
• Dictated phone numbers read as American — a São Paulo mobile was being formatted as a US number. Numbers are only formatted that way when the area code is genuinely one, and spoken email addresses are now recognised (#3591).
• A colour band behind the contact tabs — the tab bar named a fixed colour and painted a stripe across a pane of a different one (#3591).
• "Insert below" and "Replace selection" doing nothing — the AI prompt's actions inserted an empty answer in every composer that hosts it (#3589).
• The microphone missing from the desktop app — voice notes could not be recorded in Support because no offered audio format was one the desktop app could record. Pressing the microphone when recording genuinely is not possible now explains why, rather than the button not existing at all (#3589).
• The Mine and Unassigned tabs failing — both returned "one or more parameters are invalid" instead of filtering (#3589).
• A filter that silently did nothing — results from different filters were merging into one cached list, which looked exactly like the filter being ignored (#3589).
• Resolved plus another status hiding everything — combining Resolved with a second status dropped closed conversations instead of showing them (#3589).
• Conversation lists scrolling sideways — a row with a few labels pushed the assign control past the edge and gave the whole list a horizontal scrollbar (#3589).
• A Support channel's emoji missing from its header — the sidebar drew it, the header ignored it. It now matches every text channel and updates live (#3589).
• The Communicate button forgetting a Support channel — coming back from another area landed on whichever text channel was open before, rather than the Support conversation you left (#3589).
• Unreadable pasted text in the Support composer — text copied out of a dark-theme bubble carried its near-white colour into the light composer and would have been sent that way (#3589).
• The annotation editor's text tool not typing — text never landed while shapes and arrows worked. The editor also opens much larger now, with room to actually annotate (#3589).
• Low-contrast Support screens in light mode — chip text, tab counts, names and activity labels were fixed greys that read as near-white on a light background, and the internal-note composer turned muddy and swallowed its own text (#3589).
• Later pages of a sorted conversation list going missing — sorting by response time or by oldest activity dropped rows after the first page (#3589).
• Edits lost when a draft saved underneath you — text you were typing in the Inbox could be overwritten by a background draft save (#3612).
• The collapsed sidebar tucked under the top banner — the first items of the sidebar flyout hid behind the banner shown during a view-as session (#3612).
• Contacts losing the access you gave them — a contact folded into another by an automatic merge could lose its owner's access; that owner is now preserved explicitly (#3591).

Improvements

• Meeting music keeps playing as you move around — the shared queue used to restart whenever you navigated away from the meeting. The player now lives for the whole session, docking as a mini player when the music tile is off-screen and taking its place in the tile again when you return.
• A music card in the meeting sidebar — with the video, the title and transport controls, right below the speaker tile.
• Your own volume for meeting music — a local slider and mute that change what you hear without touching the queue for everyone else. Automatic ducking during speech is gone, so volume, mute and deafen now do exactly what you set.
• Play and pause on the player itself now control the room — pressing play or pause directly on the video maps to the shared queue rather than desynchronising you from everyone else.
• Inbox and classroom add-ons are reusable slots — a slot you paid for stays yours. Deleting a channel frees its slot, and creating the next one takes that free slot instead of charging you again (#3614, #3592).
• Contacts only refresh what is on screen — the most expensive read in the contacts hub used to run even for a tab nobody had opened. Both the Related summary and the timeline now refresh only while they are actually being shown (#3591).
• Hover-only scrollbars in Support — the thread, conversation list and contact panel now reveal their scrollbar on hover like the left menu, instead of showing a permanent bar (#3589).
• Support sections sit on a readable column — settings-style sections are width-limited and centred instead of stretching edge to edge on a wide screen (#3589).