A calmer Inbox, and widget headers that follow the agent

Improved

• The Inbox list says what is happening in one line instead of a row of badges. A row now reads "You took over", "Sam took over", "Waiting on Sam" once a takeover runs past five minutes, "Needs a human" while nobody has stepped in, or nothing at all when the agent has it and nobody is waiting. The channel moved onto the contact's avatar, so the pill is gone from every row. See conversations.
• An open conversation now has a Details panel listing the contact, channel, agent, when it started, how many messages and its status, with a link straight through to the contact's record. The activity timeline sits underneath it. Trace moved to a toggle in the conversation header rather than a tab beside Messages. See trace view.
• A test case drafted from a real conversation now records what the agent actually replied as that turn's expected behaviour, so the case grades against the answer you saw rather than only replaying the questions. Because the case now has something to grade against, it uses the AI judge and costs one extra interaction per case each time the suite runs — edit or clear the expected behaviour on a turn if you would rather it did not. See drafting a case from a conversation.
• Chat history now lives in one place. The Chats page had its own history list alongside the one already in the dashboard sidebar; the sidebar's list is now the only one, so the two can't show a different set. See finding your way around.

Fixed

• Renaming an agent now updates the widget header. The title and subtitle a visitor sees were set once when the agent was created and then never moved, so changing the agent's name or heading — on the Identity tab, in the Sandbox, or by approving a change set from the assistant — left the widget on your site showing the old one indefinitely. See widget configuration.
• Opening the widget on a phone no longer covers the welcome screen with the keyboard. The message box took focus the moment the widget opened, so the on-screen keyboard appeared over the agent's avatar, description and suggested questions before anyone could read them. On a desktop the message box still takes focus on open.
• Editing a datetime field on a data table record now shows and saves the right time. The field editor treated the stored time as if it were already in your browser's local time, with no conversion — opening or changing a datetime value could be off by your UTC offset. See data field types.