Shipped every week
What changed, and when.
Every release, written down. New features, improvements and the fixes we would rather not have needed.
New
Approval rules by amount and account tier
Set approval limits per agent, per amount and per account tier. A refund under EUR 20 can go straight through, while anything for a top account waits for a person.
- Rules are set in Settings, then Approvals, for each agent
- Every rule shows how many past runs it would have caught
- Changes to rules are written to the audit log
Improved
Approve from the Slack thread
Approve, edit or reject a run without leaving the thread. If you edit a draft, both versions are saved to the run log.
Approvals in Slack used to open the web app for any edit. The edit box now opens in Slack itself, and the median time to approve dropped from 2 minutes to 40 seconds in our own workspace.
New
Microsoft Teams approvals
Everything you could approve in Slack now works in Teams channels, including reply drafts, credit notes and lead hand-offs.
Install the Halcyon app from the Teams admin center, then pick the channel for each agent. Workspaces can use Slack and Teams side by side.
Fixed
Duplicate routing after Zendesk merges
When two tickets were merged in Zendesk within a minute, the triage agent could route both. It now waits for the merge to finish and routes once.
This affected about 0.3% of runs on workspaces with auto-merge turned on. No replies were sent twice, because both drafts were held for approval.
Improved
Run log export for auditors
Exports now include the approver, the approval time and the exact data each run read, in CSV or JSON, for any date range.
- Exports up to 24 months in a single file
- Personal data can be masked in the export
- Every export is itself recorded in the audit log
New
Xero connector in beta
Invoice matching and the month-end checklist now work with Xero. Read access is live on every plan, write access is in beta.
Connect Xero from the Integrations page. Beta write access covers draft entries and attachments. Nothing is posted to the ledger without an approval.
Fixed
Weekly reports follow your time zone
Reports scheduled for 07:00 ran at 07:00 UTC for some workspaces. They now follow the workspace time zone, including daylight saving changes.
If your reports arrived an hour or two early or late in spring, this was the cause. No action is needed on your side.
Improved
Clearer reasons on lead scores
Every lead score now lists the three factors that moved it most, with the field values behind them, so reps can see why a lead came to them.
Reasons appear in the CRM note the agent writes and in the Slack approval message. Scores themselves did not change.
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