What’s New
Product improvements designed to make your day-to-day support work easier.
Email filtering and smarter inbox tools
Use Email Filters to remove non-actionable inbox noise, create rules from selected messages with AI, and search threads by sender or subject.
A calmer, more focused inbox
- Create an Email Filter with the Ignore action to archive non-actionable notifications without marking them as spam.
- Select similar inbox threads and choose Create Filter with AI; Emson proposes a safe sender, subject, or body rule without requiring a regular expression.
- Use the new inbox quick filter to search thread sender email addresses and subjects, with matching text highlighted in the results.
More reliable AI help for case work
Retry AI case descriptions, handle longer conversations more reliably, and tailor the AI summary prompt for each case type.
Keep work moving when AI needs a second try
- Use the Retry AI Description button to request a new case description without starting the case again.
- AI analysis now limits long conversation context more safely, reducing failures on lengthy threads.
- Configure a case-type-specific AI summary prompt so each type of case is summarised using the guidance your team needs.
Clearer workflow automation
Configure workflow rules in Emson and use run history to see exactly how each automated rule behaved.
Understand and trust your automations
- Create and edit workflow rules in the Configure area instead of relying on hidden setup.
- Open a rule’s Run History to review completed, skipped, and failed runs when diagnosing automation.
- Failed workflow runs are isolated and recorded, so one rule problem is less likely to interrupt other automation.
Better complaint audit support
Use the Complaint Audit workflow to review complaint risk consistently and record the outcome directly against the thread.
Spot and act on complaint risks sooner
- Run a structured Complaint Audit against a thread rather than relying on an informal manual review.
- Submit an audit vote from the audit view, creating a clear record of the review and feedback for the team.
Better visibility of delivery issues
See bounce and delivery-status events in a thread’s Email Events panel, so follow-up is based on the full picture.
Know when an email did not reach its destination
- Incoming delivery-status notifications (DSNs) are recorded as deduplicated delivery events instead of appearing as new support conversations.
- The thread’s Email Events panel now shows delivery issues alongside the sent email, making failed delivery easier to diagnose.
Stronger operational reporting
Use the new Metrics reports to make staffing and support decisions from clear workload, throughput, backlog, and SLA data.
See where support work needs attention
- Use the Thread Overview and Detailed Overview reports to track volume and throughput for one inbox or all inboxes.
- Use the Backlog & SLA report to identify unresolved threads that are at risk of missing their response target.
- Use the Status Flow report to see how threads move between statuses and find bottlenecks.
AI suggestions for spam rules
Turn examples of unwanted email into a proposed spam rule and keep a clear record of manual spam decisions.
Make spam decisions more consistent
- Use AI rule suggestions to propose a spam rule from examples of unwanted email.
- Record who manually marked a thread as spam, giving the team clearer accountability.
Mobile inbox controls and smarter spam handling
Work from a mobile-friendly inbox and use configurable spam rules to reduce unwanted email.
Faster triage on any device
- Switch to the mobile interface and use swipe actions to delete a thread or mark it as spam directly from the mobile inbox.
- Create and edit spam rules, enable or disable filtering for each inbox, and maintain the sender blocklist from Configure.
Better collaborative thread work
See when teammates are viewing the same thread and keep unsent reply text safe while you work.
Avoid duplicated effort and lost drafts
- See when other users are currently viewing a thread, helping teams avoid responding twice.
- Keep an in-progress message draft in the browser so text is less likely to be lost when you navigate away.
More flexible embedded widgets
Start embedded-widget conversations with useful context already included.
Add context at the start
- Pass prefilled values into the embedded widget so customers can start a request with relevant details already included.
Inbox reporting and automatic closure
Review activity by inbox and keep active queues focused by automatically closing resolved threads.
Focus reports and queues on the work that matters
- Use inbox-level reporting to understand activity for a specific support channel.
- Automatically close resolved threads to keep active work queues focused.
Import email addresses
Bring existing email addresses into Emson through a dedicated import screen instead of adding them one at a time.
Get set up with less manual entry
- Use the email import screen to add a group of email addresses when setting up or migrating an inbox.
Easier onboarding and inbox triage
Get a new inbox set up more clearly, select threads faster, and recover when sentiment analysis needs another try.
Spend less time on setup and repetitive selection
- Follow the improved onboarding flow and create-inbox guidance when getting started.
- Shift-click thread checkboxes to select a continuous range for bulk actions, including bulk deletion.
- Retry sentiment analysis when an automated result needs to be requested again.
Faster email addressing
Use email-address autocomplete while composing a reply to add recipients with less typing and fewer errors.
Address replies with less effort
- Use email-address autocomplete when composing replies, reducing recipient-entry errors.
AI case summaries
Generate an AI summary for a case to understand the customer conversation and next steps more quickly.
Get to the heart of a case faster
- Use AI Case Summary to turn the linked conversation into a concise starting point for review.
Global search and clearer case links
Find conversations and customers faster, and keep cases visibly connected to the support threads behind them.
Keep the right context close at hand
- Use Global Search to find threads and customers without navigating through each inbox.
- See linked cases from a thread and include more thread content in a case, keeping the customer conversation connected to the work it created.
Inline images in support replies
Add images directly into a reply so visual instructions and evidence stay with the customer conversation.
Explain issues more clearly
- Upload inline images while composing a message, keeping screenshots and visual guidance in the reply itself.
More reliable thread and case details
Keep thread records more flexible and make deleted work easier to understand later.
Keep records useful as work changes
- See who deleted a thread when reviewing a deleted conversation.
- Leave thread custom fields blank when they are not relevant, rather than being forced to enter placeholder values.
- Use clearer validation for phone-number fields in case records.
Better customer and case management
Correct customer details on a thread and create cases with the right customer context from the start.
Keep customer context accurate
- Change the customer attached to a thread when a conversation has been linked incorrectly.
- Search for or create a customer while creating a case, reducing duplicate records and missing context.
- Use the Report a Problem widget to send product feedback from inside Emson.
More reliable email threading
Keep replies together in the correct conversation, even when messages arrive through external email systems.
See the whole conversation in one place
- Use Message-ID and In-Reply-To information to group incoming replies with the correct thread.
- Display nested replies more clearly, making the order of a longer conversation easier to follow.
Thread controls and delivery warnings
Capture more detail on threads and spot email-delivery issues before they become missed customer responses.
Resolve work with better context
- Add custom fields to threads for the details your team needs to track.
- See delivery warnings on a thread when email-event processing detects a delivery problem.
- Filter complaint work and improve reply handling, including cleaner Reply All recipients.
Email events and case reporting
See how sent emails performed and use case overview reports to understand work across the team.
Make follow-up and reporting more informed
- View email events, including recipient and open information, alongside the relevant thread.
- Use Case Overview reports to review case activity at a glance.
Thread reports and email forwarding
Report on thread activity and forward customer conversations without losing the important history.
Share and measure support work more easily
- Use the Threads report to review support activity and workload.
- Forward an email with its conversation history when another person needs the full context.
- Reopen closed threads reliably when a customer replies with new information.
Case collaboration and attachments
Share a case safely with another person and make large email attachments easier to access.
Bring the right people and files into a case
- Invite another person to view a case without giving them broader access.
- Open large email attachments from a direct link when they cannot be displayed inline.
Reply attachments and cost approvals
Send supporting files in replies and apply a clear approval threshold to case costs.
Handle practical case work in the conversation
- Attach files when replying to a thread, so supporting documents travel with the response.
- Set a cost-approval threshold to make higher-value decisions visible before they progress.
Embedded widget and delivery tools
Test your embedded widget, track delivery status, and keep inbox views focused with stronger filtering controls.
Test and maintain support channels with confidence
- Use an embedded-widget test button to check the customer experience before publishing changes.
- Track email delivery status and recipient details to support more informed follow-up.
- Filter cases and delete threads that should no longer appear in active work.
Email automation and personal AI settings
Automate routine email steps and use your own AI key for AI-assisted features.
Reduce repetitive support work
- Configure automated email triggers for routine communications.
- Add an AI key to your profile so AI-assisted features can run using your account’s settings.