Release 5.9.1

What Changed

Operator Line — Supervisor Tool. A new Supervisor page under Operator Panel explains, in plain language, how auto-distribution is behaving right now and why a specific chat went where it did — without opening a support ticket. Off by default; a role permission enables it per instance.
Quick replies — placeholders. Insert {{operator.first_name}}, {{client_name}} and other tokens into a quick reply template; they are substituted with real values both in the chat and in the saved message history.
File Manager. Copy link right after uploading a file, and an inline Rename action in the file list/grid.
Notifications. Opt-in sound on auto-connect — hear when a chat is auto-assigned to you, separate from the regular new-message sound (visible only when auto-distribution is enabled).
Settings → Topics. Deleting a topic or subject now asks for confirmation first, instead of deleting immediately on click.
Ticket creation. A new opt-in unassigned flag on ticket creation lets an integration skip auto-assigning an operator when a scenario will assign the real owner moments later.
Widget: fixed a hang after clicking a CSAT score button — the bot now recognizes the score and continues the survey instead of freezing.
Ticket reassignment: when a scenario reassigns a ticket, the previous operator is now properly removed from the chat participants and their dialog count no longer keeps counting a ticket they no longer own.
Tickets — form for creating a ticket: the topic dropdown shows subtopics nested under their parent topic again, matching Settings → Topics.
Operator Panel — Settings → Priorities: operators with the correct permission can save priorities again; a pluralization mismatch was incorrectly denying access.
Facebook Messenger: a client comment under a Page post no longer opens a duplicate direct chat when escalated to an operator — it stays in the same comment thread, as it already worked for Instagram.
Operator Panel/Line: fixed intermittent input freezes while typing during heavy chat traffic, and the "All" folder's total count no longer drifts above the sidebar counter.
Statistics exports: the skillgroup (and other multi-value) columns in the Dialogs export no longer show corrupted text in Excel — they now match the on-screen values.
Several role-permission labels (Shared library, Scenario runtime, Settings audit) that showed blank or raw keys in some interface languages now display correctly.

Before: understanding why a chat was queued, skipped, or routed to a particular operator required a developer to read internal audit logs; the only self-service view was a root-only technical audit page.

Now: a dedicated Supervisor page offers three views — Monitor (live queue health, operator load, per-channel limits, active alerts), Investigate (look up what happened for a specific chat, topic, skill group, operator, or time range), and Configure (read-only reference of distribution rules, quotas, and channel limits) — described in plain language in all interface languages. The feature is off by default; an administrator grants the op_supervisor_view (and, for the configuration reference, op_supervisor_configure) permission to the roles that should see it.

Quick replies — placeholders

Before: a quick reply template with {{operator.first_name}} or {{client_name}} was sent to the client exactly as typed — operators had to manually edit every template before sending.

Now: supported tokens (operator first/last name, operator full name, client name, phone, email, and client custom fields) are substituted automatically when a quick reply is inserted in a chat, and the substituted text — not the raw template — is what gets saved in the conversation history. The quick-reply editor in Settings and Profile shows clickable placeholder chips so operators don't need to remember the exact syntax.

File Manager — rename and copy link

Before: after uploading a file you had to find it again in the list to copy its link, and there was no way to rename a file without deleting and re-uploading it under a new name.

Now: a Copy link action appears right on each just-uploaded file, and every file in the grid/list has an inline Rename action; links copied before a rename keep working.

Notifications — sound on auto-connect

Before: when auto-distribution assigned a new chat to an operator, the only audible cue was the generic new-message sound, indistinguishable from a message inside a chat you already had open.

Now: an opt-in checkbox on the chat_created notification type plays that notification's sound (sound only, no toast or browser alert) whenever a chat is auto-connected to you. The option only appears when auto-distribution is enabled on the instance.

Settings → Topics — confirm before delete

Before: clicking delete on a topic or subject in the topic tree sent the delete request immediately, with no way to cancel an accidental click.

Now: a confirmation dialog names the topic and asks you to confirm before it is removed.

Before: after a widget user clicked a CSAT score button, the bot could stop responding entirely — the survey never advanced to the comment step or finished. Facebook, Instagram, and Telegram were not affected.

Now: the widget's score click is recognized the same way as on other channels, so the survey continues normally after a score is selected.

Ticket reassignment cleanup

Before: when a scenario reassigned a ticket to a different operator, the previously auto-assigned operator stayed listed as a chat participant and their active-dialog count kept including a ticket they no longer owned — even though the ticket itself correctly showed the new owner.

Now: reassignment through a scenario properly disconnects the previous operator from the chat and posts a system message noting the reassignment, matching what already happens for a manual reassignment in the UI.

Why It Matters

Supervisors and team leads can now answer "why did this chat go there?" themselves, cutting down on support tickets about distribution behavior. Operators personalize quick replies without manual find-and-replace, and get a clear audible cue for auto-assigned chats. File Manager users no longer lose time hunting for a link or re-uploading to fix a file name. Widget visitors can complete a CSAT survey instead of getting stuck mid-conversation, and operators are no longer left carrying phantom dialog load from tickets that were already reassigned. Smaller fixes to topic selection, priorities permissions, Facebook comment routing, statistics exports, and Operator Line responsiveness under load round out the release.