Release 5.9.0

When clients contact support on their own while operators keep working in Operator Line, 5.9.0 brings that workflow together in a dedicated Support Center: self-registration with email confirmation, B2B organizations, a ticket creation wizard, full portal-client history in the Clients module, and scenario automation on new ticket messages.

Highlights

  • Support Center. A separate portal: sign-in, registration, tickets, comments, files, notifications, and post-closure ratings; administrators configure URL, access, and the ticket wizard in Constructor.
  • B2B organizations. Group client cards; when enabled, users in the same organization can see colleagues' requests in My tickets.
  • Access and passwords. Email confirmation after self-registration, password recovery on the sign-in page, and bulk delivery of new passwords from Settings → Users.
  • Clients module. Appeals history button in the client row, table column configuration, and tooltips explaining contact channels vs. ticket history.
  • Shared Library. .c1pkg catalog, import, export, and publishing of scenarios, actions, Fast Line Pro agents, and settings bundles.
  • CSAT by email. Rating email after an email request is closed; results appear in quality statistics.
  • Settings change log. Who changed critical settings, when, and what changed, with before/after diff.
  • Deleted-topic restore. Deleted topics list in Settings → Topics and configuration restore.
  • Scenario secrets. API keys and tokens in Settings; insert references in Send Request without secrets in scenario JSON.
  • Automatic Check. Optional parameters for Action Jail in a schedule (form or JSON); indicator in the schedule list.
  • Fast Line Pro. Bidirectional binding of a Scenario MCP Tool section to an agent without copying MCP URLs; agent instructions editor with JSON/XML highlighting and Ask AI.
  • Scenario Builder. New message in ticket internal event; Connect to Fast Line Pro card on the MCP Tool start node; MCP and Start badges in the section sidebar.
  • AI Assistant. Message queue while a reply is generating; model list depends on the enabled engine.

Support Center

New

  • Self-registration. A client creates an account on the portal page (email, password, name, phone, and fields the administrator marked for registration). The account does not open Constructor — only Support Center.
  • Email confirmation. After registration, the user receives a link and must confirm email before signing in. There is no automatic sign-in right after registration anymore.
  • Password recovery. On the sign-in page — Forgot password?: email with a one-time link, new password form; active sessions end after the change.
  • Create ticket wizard. Steps department → request type (cards) → form; if there is only one department, the first step is skipped; the topic is no longer chosen from a dropdown on the form.
  • Portal settings in Constructor (enabled by an administrator): Instance and access (URL, self-registration, role) and Directions and topics (which departments and topics to show, card text and icons).
  • Multilingual card copy — on Directions and topics, department description and topic name/description are set in UA, EN, DE tabs; a topic can have a separate portal name without changing the Operator Panel name.
  • Organizations. Page Settings → Client Portal → Organizations: group client cards (B2B), assign and unassign clients, deactivate organizations; Visibility preview before changing access.
  • Shared tickets in an organization. When organizational access is enabled, My tickets shows colleagues' requests from the same active organization, not only the user's own card.
  • Field visibility in the portal. For topic custom fields, you can mark which ones the client sees when creating and viewing a request.

Improved

  • Ticket list in the portal — last activity date and preview match the conversation thread, without system messages (status changes, CSAT, etc.).
  • Operator name in the thread — comments and client-visible status lines use the template from Settings → Settings for all operators → Operator name in chat message; in Operator Line, operators still see the real name in status history.
  • Avatars in comments — profile photo appears next to a comment when set for the client or operator.
  • Access separation — a portal-role user who tries to sign in to Constructor gets a clear message and stays in the portal scope.

Fixed

  • Client comments in Operator Line — replies from Support Center are stored as client messages, not operator messages; operators see an unread notification until they open the ticket in Operator Line.
  • Status sorting — the Status column in My tickets sorts the list correctly.
  • Closed tickets — there is no Reopen button in the portal; continue via a comment or a new request per your support process.
  • CSAT after closure — the default Client Portal role includes view and save permissions for ratings; for custom roles, duplicate those permissions in Constructor.

Operators keep working in Operator Line: portal comments arrive in the ticket. See the administrator hub and reporter hub.

Settings

New and improved

  • Email — single checklist screen — Mailgun provider, keys, connection check, sender address, and inbound channel on Settings → Email (part of the form used to live in Instance Settings). API keys are masked in the instance settings list for non-root users.
  • Bulk credential delivery — on Settings → Users, an administrator selects users and sends new passwords by email in one action (current passwords are replaced; users without email are skipped with a report).
  • Scenario secrets — tab Settings → Scenario secrets: store API keys, Bearer/Basic, OAuth client secrets, SMTP, Telegram bot tokens, and other secrets for Send Request and custom actions. The scenario keeps only a reference — values are not visible in JSON and are not included in export.
  • Legacy secret scan — hints where scenarios or custom actions still contain inline tokens (with masked samples); there is no automatic migration.
  • Secret permissions — a dedicated role permission: who can view the list and who can create or edit entries.
  • Automatic Check parameters — when creating or editing a schedule, pass JSON parameters for the selected Action Jail function (Form or JSON mode); the schedule table shows a parameters indicator; Action Jail group filter speeds up search. Enabled by default; do not put secrets in parameters — use scenario secrets instead.

Clients Module

New

  • Appeals history — a button in the client row opens a table of all tickets and chats for a portal client in Operator Panel.

Improved

  • Columns — choose visible columns in the clients table.
  • Tooltips on the page and in Client channels explain the difference between a contact channel and ticket history.
  • Last communication date in channels is shown correctly per channel.

Fixed

  • Clients now shows all tickets for a portal client; multiple requests from one client no longer disappear.

Scenario Builder

New

  • Start node → Internal events includes New message in ticket: the bot section runs on a new operator or client message (including from Support Center), separately from the Bell in Notification Center.
  • On the MCP Tool start node — Connect to Fast Line Pro card: choose agents that can use the tool from this section without copying MCP URLs (the scenario section must be saved first).
  • In the Send Request node — Insert credential field or Insert auth header: put a token in URL, headers, or body without typing the secret in node parameters (query, Authorization, JSON, form fields). Scenario editors with edit permission can pick an entry in custom actions (credential-type parameter) even without full access to the secrets tab.

Improved

  • MCP Tool sections in the scenario sidebar are marked with an MCP badge; starting sections with a Start badge, so the tool entry point is easy to find.
  • On scenario import, the system matches credential slugs (inline markers and legacy references) to your instance; if no entry exists — a warning, create the entry manually.
  • Older Send Request nodes with the Credential dropdown or Basic/Bearer fields keep working unchanged.

Fast Line Pro

New

  • Bind a Scenario MCP Tool section to an agent from either side. On the agent card — Add MCP Tool from scenario: choose published MCP Tool sections on the instance; in Scenario Builder on the same section — Connect to Fast Line Pro with agent multi-select. Binding state is the same in both places; manual MCP URL copying is no longer required.
  • Agent instructions editor — three modes: Visual (structured form), Raw (plain text), and Monaco (syntax highlighting for JSON/XML). Structured prompts open in Monaco automatically; Ask AI helps draft or refine instructions.

Improved

  • External MCP servers added manually through the tool catalog are not changed when syncing from a scenario — only Scenario Builder section bindings are updated.

Shared Library

Shared Library helps teams avoid rebuilding standard solutions from scratch on every instance. Packages can include scenarios, scenario sections, actions, Fast Line Pro agents and knowledge bases, and settings bundles.

In Constructor, you can browse the catalog, install approved packages, import a package from a .c1pkg file, export your own package, or publish it to the catalog. The feature is disabled by default: a root administrator enables it when the team is ready to use shared packages.

CSAT by Email

CSAT can now be collected after email requests, not only in chat or the widget. Scenario Builder includes the CSAT Email Send action: configure the email subject and body, rating scale, comment rules, link lifetime, and repeat-survey limits for the same address.

The client receives an email, opens the link, confirms a rating, and can leave a comment. The result is saved in existing quality statistics, so email ratings can be analyzed together with ratings from other channels.

Settings Change Log

The settings change log shows the history of important instance changes: who made the change, when, in which module, which entity it affected, and which fields changed.

The log page includes filters by period, module, entity type, action, and author. Each event has a detailed diff with before and after values. The feature is disabled by default and requires a dedicated role permission.

Deleted-Topic Restore

Settings → Topics now includes a list of deleted topics. An administrator can find a topic by name or identifier and restore it with its previous configuration: ticket fields, SLA, parent topic, confidentiality, and skill-group links.

If an active topic already uses the same alias, or if the parent topic is also deleted, the system will not restore the topic automatically and will explain why. When creating a new topic, Constructor also warns if the same alias exists among deleted topics and offers to open restore.

AI Assistant

AI Assistant now has a message queue. If a response is still being generated, you can type the next question right away: it appears in the queue above the input field, where you can edit or remove it before processing. When the current response finishes, the assistant automatically continues with the next queued message.

Model selection has also been updated: the list of models now depends on the engine enabled for the instance. The existing mode remains the default; the new Cursor engine is enabled separately by an administrator.

Notes

  • Support Center requires a separate Client Portal deploy and a configured URL in Settings → Client Portal → Instance and access.
  • If self-registration is enabled — verify Mailgun settings before release, otherwise new registrations will fail and the account will not be created.
  • After the update, "registered and signed in immediately" no longer applies: email confirmation is required.
  • The Client Portal section in Constructor, organizational access, scenario secrets, Scenario MCP ↔ Fast Line Pro binding, Shared Library, the settings change log, and the Cursor engine for AI Assistant are enabled separately by an administrator (MCP binding is on by default after upgrade; scenario secrets are off by default).
  • Scenario secrets — enable the feature in instance settings first, grant role permissions, then create entries. Channel tokens (Telegram/Viber, etc.), Mailgun keys, and AI provider keys stay in their own sections — this tab is for action and Send Request secrets, not all platform credentials.
  • You cannot delete a secret that is in use (including inline references in a scenario) — remove references from nodes first.
  • After changing an MCP Tool binding, the agent draft is updated — changes apply in dialogs only after you Publish the agent.
  • Fill in the Return Schema description on the MCP Tool section so the agent knows when to call the tool.
  • CSAT by email requires configured email sending and an available survey service.
  • Topic restore does not bypass alias conflicts: if an active topic already uses the alias, resolve the conflict first.
  • Do not store secrets in Automatic Check schedule parameters — use scenario secrets and read them from the action.

Support Center

Scenario secrets

Fast Line Pro and MCP Tool

Other in this release