Changelog

March 23, 2026

FeatureUpdateFix

AI-powered support

AI chat in the inbox. Your team now has an AI assistant embedded in the thread details sidebar. It can summarize conversations, draft replies, suggest tags, and search your docs, changelog, and roadmap — all without leaving the inbox.
Inline AI responses in live chat. AI responses now appear as agent-style chat bubbles directly in the live chat widget. Your customers can have multi-turn conversations with the AI until a human agent takes over.
AI-created Linear issues. The AI assistant can now create Linear issues directly from a conversation, saving your team time on triage.

Email follow-ups for live chat. When a customer leaves before reading a reply, Productlane now sends them an email notification after 5 minutes of inactivity, so no conversation gets lost.
Office hours. Set your team’s working hours so customers see when to expect a response. Configure this under your widget settings.
Browser notifications. Your team now receives browser notifications with sound for incoming live chat messages.
Collapsible email threads. Long email chains in live chat are now collapsible for easier reading.
Typing indicator. Customers can now see when an agent is typing a reply in live chat.

In-widget requests. Customers can view and track their submitted requests directly inside the widget, including real-time status updates when an agent connects an issue or project.
Widget authentication. Secure your widget with identity verification using JWT tokens to ensure only authenticated users can access it. Learn more
Customizable team avatars. Choose which team member photos appear in the widget to give it a personal touch.
Embedded and closeable modes. New embedded and closeable widget options let you control how the widget appears on your site.
Accent color support. The widget now respects your configured accent color for a more branded experience.
Faster load times. Widget bundle size reduced by ~50% for significantly faster loading.

Changelog broadcast. Send changelog updates to your customers via email and Slack directly from the publish flow. Includes recipient management, progress tracking, and per-plan send limits.
Customizable email settings. Configure the sender name, subject line, and from address for outbound emails under your workspace settings.
“To” field for emails. You can now specify recipients directly when composing emails from the inbox.
Inline images in emails. Outbound emails now embed images inline instead of as attachments.
CC and BCC support. Email recipients in CC and BCC fields are now automatically saved as contacts.

Per-section SSO. Control SSO requirements for individual portal sections — Docs, Roadmap, Changelog, and Requests — independently, rather than locking the entire portal.
Custom project statuses. Your roadmap now supports custom statuses for projects, giving you more flexibility in how you communicate progress.
Multi-language changelog. Changelog entries now support translations for both titles and content, with a language indicator in the editor.
Request priority sync. Toggling importance on a request in the portal now correctly syncs to Linear.

New inbox. The inbox has been completely redesigned with a cleaner layout, better thread previews showing subjects, unread indicators, and faster navigation. Keyboard shortcuts (J/K) let you move between threads quickly.
Inbox search. A search bar is now available on the inbox page to find threads fast.
Instant snooze. Snooze now defaults to next Monday at 9am with one click. Pick a different time from the confirmation toast if needed.
Duplicate detection. Productlane now detects duplicate issues from Linear and automatically transfers customer needs to the original.

Docs management via API. Create, update, delete, and organize doc articles and groups programmatically. View the Docs API endpoints

Auto-assignment. Incoming conversations can now be automatically assigned to team members.
Email blocklist. Block specific email addresses from creating threads in your workspace.
Markdown import and export. Import and export your docs content as Markdown files, with support for grouped file uploads.
Leave workspace. Team members can now leave a workspace themselves from user settings.
Self-serve cancellation. Manage your subscription cancellation directly from the billing page.
Improved attachment handling. Conversation attachments are now included in Linear issue descriptions when creating issues.
Connect multiple workspaces to one Linear workspace. You can now connect several Productlane workspaces to the same Linear workspace.
Fetch up to 250 Linear teams. Previously limited to 50.

Fixed widget rendering issues on Safari, including background transparency and iframe styling
Fixed email formatting for blockquotes, code blocks, and letter spacing
Fixed live chat messages not updating thread timestamps
Fixed portal request deduplication when combining user and team requests
Fixed multi-language translations not applying to changelog content in the portal and widget
Fixed various keyboard shortcut conflicts and navigation issues
Fixed attachment parsing crashes for certain JSON formats
Fixed video playback across the platform with a new native video player