Capacity Release Notes


What's New

  1. Concierge - Related Inquiries
  2. Guided Conversations - Reply To in the Email Card
  3. Workflows - Dev Platform Scripts
  4. Console - Release Notes and Notifications
  5. Helpdesk - Easy Self-assignment

Concierge - Related Inquiries

Users typically engage the concierge with a specific purpose in mind: to find information, submit a request, and so on.  But, they don't know everything that the concierge can do.  Now, in Capacity's web console, under Settings, you can enable related inquiries.  Once turned on, chat users will see additional options at the end of their conversations, where available!

Guided Conversations - Reply To in the Email Card

The Email card in Guided Conversations has long allowed you to broadcast messages.  Now, you're able to utilize a new field: Reply To!

Workflows - Dev Platform Scripts

Previously, when building a workflow, if you needed to write a function for execution, you'd be required to write an API, and send in a payload of Lua code.  With the latest release of Capacity, you have an additional option: code scripts!  Write Javascript code for execution on your next workflow run.

Console - Release Notes and Notifications

Every two weeks, we post these notes on the Capacity website.  It's helpful content that lets our users and colleagues know what new features and fixes are now live in the platform.  Now we're also posting them to a second, convenient location: within the console UI!  Click the gift icon to see for yourself, and expect additional types of content in the future.

Helpdesk - Easy Self-assignment

When an agent sees a ticket that's clearly his or her responsibility, the next step is to self-assign it.  Now, that's easier than ever, with an "Assign to me" button!  Try it out the next time you need to work on a ticket.

What's Fixed

  1. Articles - When creating nested folders of articles on a site, sub-folders previously were not shown.  Now, they should appear as expected.
  2. Articles - Sort order is now saving properly.
  3. Helpdesk - Previously, images in exchanges that were embedded in tickets did not appear in emails to customers.  Now they do, reliably.
  4. Workflows - Several issues in emails broadcast from workflows have been fixed, most notably one where the Reply To field did not work.


  1. Helpdesk Reply Saved Drafts
  2. Email Thread Improvements

What's New

Helpdesk Reply Saved Drafts

Agents often write detailed replies to tickets from the Helpdesk. Now the public reply field will save a draft of your response so you never lose your work. Agents will be able to navigate away, and return to find their drafted response still available in the ticket public reply input. There are a few important details to note.

  • Drafts are per ticket, and per agent to prevent overwriting another agent’s work.
  • Drafts are only available in the public reply box at this time. Private comments do not save drafts

Email Display Improvements

Emails are one of the most often used ways tickets are created in the Helpdesk. We’ve made improvements to the experience of reading emails sent to and from the Helpdesk. Emails will now retain their original styling, providing consistency between email clients and the Helpdesk.

The plaintext trimmed version of the emails will still be provided, but upon expanding the email with the three dot expand icon, the agent will be able to view the email in its original format. Keep an eye out for more improvements to come.

Bug Fixes

  1. Images in emails - We’ve resolved an issue with emails not displaying images appropriately. Emails should now include images as expected.


  1. Helpdesk Search Improvements
  2. Self Close Links
  3. Easier Concierge Form Entry

What's New

Helpdesk Search Improvements

We’re continuing to add improvements to our Helpdesk search experience. Search now supports ticket reference numbers. Looking for the ticket in the email thread you’re on? Now just grab the ticket reference number from the email subject, and search for it in the web console to find it right away. Stay tuned for more improvements to come.

Self Close Links

Capacity support is built to automate and deflect tickets and questions so you can focus on what really matters. Now ticket reporters can use the “self close link” in each email to close tickets automatically. Agents won’t have to keep asking if a question or ticket should be closed. The ticket reporter can handle it for them!

Self close links can be turned on for a project from the individual project settings page.

Easier Concierge Form Entry

The concierge makes it easy to collect information from users via forms. Now the text inputs will grow with the user’s entry to make it easier to fill out forms. Just one small improvement to the form collection card as we continue to better the concierge experience.

Bug Fixes

  1. Blurry images - Some images in the Helpdesk were rendering with blurry output. This should now be resolved across all tickets.
  2. Broken route fixes - Some users were experiencing broken pages by following links to empty URL routes. This should now be resolved.
  3. Exchange image improvements - Images in exchanges now support a maximum width. Preventing them from rendering incorrectly.


What's New

Multi-KB Support

With this release, we're rolling out a long-anticipated feature: the ability for organizations to have multiple Knowledge Bases!  Each instance of Capacity now supports multiple knowledge bases which restrict and limit content editing access to specific internal teams.  To ensure data integrity, we recommend each major department that is added to Capacity manage and maintain its own KB.  

To try it out:

  1. Go to  Knowledge Management
  2. Expand the left column and click on the [+] icon in the "Knowledge Base"
  3. Add a Name
  4. Select the Teams that will perform the edits
    1. NOTE: Team members will need to be of the appropriate role (E.g. Knowledge Manager") in order to see maintain a KB.
  5. Click "Add Teams and Create"
  6. Once your team has populated the KB with appropriate content, you can distribute this content for consumption by updating the content groups

Cloud Drive Support for .txt Files

Cloud Drive can be used to store many different types of files, and we're adding one more in this release!  Confidently add text files and use their contents across the rest of the platform.

Help Desk - Anyone (except Chat Users) Can Be a Reporter

Previously, only certain users in an organization had the ability to be the reporter of an issue.  Now, almost anyone in the organization can!  This aids Help Desk agents when they're trying to get more information.

Note: Chat users can not currently be the reporter.  This will change in the next release.

What's Fixed

  • Previously, articles might not show images from embedded exchanges.  That's been fixed in this release.
  • Also, we've fixed an issue where Session Replay could interfere with with the way the Concierge syncs across tabs, which had resulted in blank chat windows.



Platform Improvements

For this release, we've focused our efforts to roll out several key performance and process-related improvements. 

Web Concierge

We've received reports that a small portion of chatbot messages inside of Capacity Web Concierge may not be returned to the user. As a result, we've instituted an additional fallback method to ensure messages are successfully delivered to their proper destination. 


We've introduced several key fixes to Capacity Helpdesk:

  • When tickets are assigned to a project that a user isn't assigned to, the Helpdesk would auto un-assign the user from the ticket. As of now, the user will remain assigned to the ticket.
  • Clients using Domain Keys to send mail natively under their domain name will no longer be added as correspondence contact. This means if a project sends mail as "", Capacity will refrain from sending mail to that inbox that could cause a loop from happening.
  • We found a bug where some mail sent to Capacity's inbox wasn't processed and delivered to Capacity's Helpdesk in a timely manner. We since updated our backend to ensure email tickets are delivered from our email server to Helpdesk more rapidly.
  • We identified an issue where some Helpdesk correspondences with oversized messages and large attachments would cause an error in opening the ticket inside of Capacity's Helpdesk interface. This issue has been resolved.

Email Interceptor

  • We've improved the matching capability of email interceptor by analyzing emails with a subject line and no body. 

Role-Based Access

  • We've received reports that some custom roles (from early beta users) lacked proper access to Capacity Console after we released Role-Based Access Controls to all of our users. This issue has been resolved.

Improved Chatbot Knowledge Matching Algorithm

  • Over the last several weeks, we saw an increase of no-match responses in several chatbots instances that would have been in the past, a successful deflection. There were some cases in which a security check would take too long and the data wasn’t returned fast enough for the service to provide a response. We have improved the speed of this security check so we return proper clarifiers to the user instead of escalating.


What's New

  1. Dev Platform Javascript Scripts
  2. Helpdesk Reply Box Size Increase
  3. Helpdesk Reporter Field Update
  4. Broadcast Node, Support for Attached Files
  5. Guided Conversation Form Card Default Options
  6. New Endpoint, Export from CapacityDB to Cloud Drive

What's New

Dev Platform Javascript Scripts

Javascript functions can be incredibly useful when you need to parse, transform, validate, or run a “function” on your data. Now you can leverage those javascript functions through the Dev Platform. Scripts can be added and edited from the “scripts” tab within the dev platform app of your choice.

Javascript scripts can then be run right from your GC (Workflow scripts soon to come). Capacity also provides a “Capacity Functions” app with a number of pre-built useful functions to help you transform and manage your data from within your Guided Conversations. Try out javascript scripts today!

Helpdesk Reply Box Size Increase

Sometimes replies from the web console can become long and detailed. The Helpdesk reply box will now grow to fill as much area as the ticket area allows. Now you will be better able to craft your replies from the console.

Helpdesk Reporter Field Update

Helpdesk tickets are often created via an email sent to an “email inbox” email address. These tickets have a reporter which is only an email. Now you will be able to update the reporter field and select another user as the reporter. Please note, once a reporter field has been changed, you will only be able to select Capacity users as the reporter. The field cannot be set to an arbitrary email. 

In addition to the changes to the reporter field, you will now be able to edit all ticket fields even in the “Done” status. Previously the priority, project, ticket type, and due date fields were locked once a ticket was moved into a “Done” status. Now they can be changed at any time.

Broadcast Node, Support for Attached Files

Capacity helps you organize all your data, including documents. Along with IDP and document mining, you can now pass files to the Broadcast node in a workflow, allowing you to send notifications or emails with a specified file as an attachment. Now you can automate receiving, processing, and sending of documents.

Guided Conversation Form Card Default Options

Form cards let you collect important information from your customers. Default values are a standard feature of form collection, which help customers submit their forms faster by pre-selecting the most common answer for the customer while leaving them the option to change their answer. Now you can set the default (initial) value for form card fields.

New Endpoint: Import from Cloud Drive to CapacityDB

A new endpoint will allow you to import from CapacityDB to CapacityDB SQL. This can be implemented via a Guided Conversations or Workflows. Reach out to your Customer Support representative for more details.

New Endpoint: Export from CapacityDB to Cloud Drive

A new endpoint will allow you to export your CapacityDB SQL queries as a CSV file in Cloud Drive. Now you can share your CapacityDB data as files in Capacity, or via Guided Conversations and Workflows. Reach out to your Customer Support representative for more details.

Bug Fixes

  1. Multiple email addresses in reply box “TO”
    Fixed a bug where multiple emails sent in the "TO" field were not being recognized. All emails should now be consistently recognized and added as correspondences on a thread.
  2. Duplicate issues in queue fix
    Some customers were seeing issues rendered multiple times in the ticket queue. This issue should now be resolved.


What's New

Role Based Access Control

Role Based Access Control (RBAC) introduces new preset roles to provide more granular feature and access control for your users. Depending on the products available to your Capacity instance, you will now have the ability to assign roles for features and product lines. Roles can be assigned from the user details page from the settings. New roles include:

  • Admin
  • Chat User
  • Developer
  • Helpdesk Agent
  • Helpdesk Manager
  • Knowledge Manager
  • Live Chat Agent
  • Live Chat Manager
  • Survey Agent
  • Survey Manager

Helpdesk Reference Numbers in Tickets

Helpdesk tickets have both a slug (i.e. HR-241) and a reference number (i.e. HR-118680959). Reference numbers can be useful when trying to find a ticket to which an email is associated. Reference numbers can now be found alongside slug numbers on Helpdesk tickets.

Helpdesk Comment Sort Order

Some tickets can end up with long back and forth conversations, which can make following a conversation and scrolling a hassle. With the addition of comment sort ordering, you can now have your comments ordered by either newest first, or oldest first. 

Ordering by newest first will bring the most recent messages to the top, along with the reply box. No more scrolling all the way through a conversation to add your reply. Sort order preference will be saved on a per user basis.

Bug Fixes
  •   Ticket threading duplicate ticket issue resolved - Some customers were seeing duplicate tickets created when responses should have been threaded to the correct ticket. This issue has now been resolved
  •   The tags field had an issue where no tags could be created if no prior tags existed. That issue has now been resolved


What's New

Guided Conversations Forms Support for Lists

Populating a list of choices on a dropdown card just got easier!  If you have a list available in a previous step, you can simple insert it into the appropriate box, and the card will give the end user the appropriate options.

Intelligent Document Processing Class Manager

Capacity Document Processing leverages “classes” to classify a document type which allows our powerful AI models to train for certain types of documents and provide better results. Now you can create and manage your own document classes right from the Capacity Console. Add classes from the Class Manager tab and apply them directly to individual templates from the Template Manager.

What's Fixed
  1. Fixed an issue where Helpdesk filters were not cleared after selection
  2. Fixed an issue where console users would be directed to their main organization page when signing in with SSO, even when using a direct link.


What's New

Concierge Synching across Tabs and Windows

Are you the type of person that has dozens of browser tabs and windows open, and often lose your place?  Now, in modern browsers, Capacity will keep every one of your chat sessions in sync.  So an exchange in one appears in other locations on your desktop.

Replacing Variables in the Guided Conversations File Upload Card

When adding a File Upload card to a Guided Conversation, you might not know where the file should be stored.  It may vary between chat sessions.  With the latest release of the platform, you're able to use a variable from a previous step in the conversation, adding flexibility when building more complex flows!

Workflows Broadcast Supports Email Template Selection

Do you like broadcasting professional-looking messages from your workflows?  Well, it's now become easier!  By clicking the "Insert Template" button in the Broadcast node's settings, you're able to quickly add your previously-composed template!  This makes it easier to deliver consistent and polished communications across the platform.


What's New

New Rich Text Editor to Mapped Exchanges

Helpdesk tickets often include requests that should be answered by your existing Knowledge Base exchanges or articles. Mapping an exchange to a ticket allows the agent to add the ticket request as an inquiry so that customers can more easily find the answer on their own in the future. Now when mapping an exchange the agent will be able to use the powerful inline editor to make changes to the exchanges directly from the Helpdesk.

Automations Update Ticket Action

Helpdesk automations allow users to create powerful automations around their manual ticketing tasks. Now with the addition of the Update Ticket Action, users can update some important fields for their tickets directly from the automation. Any fields not available in the Update Ticket Action can still be updated via Workflows, but fields will be added with time to make the automation action even more convenient. Current fields include:

  1. Ticket Name
  2. Description
  3. Assignee
  4. Priority

What's Fixed

  1. Helpdesk public reply correspondents management bug fix - 
Now when changing the CC or TO address in the public reply, the changes will remain for future responses.
  2. Email signature improvements - Now email signatures will keep attachments instead of removing them from the signature


What's New

Live chat ai suggestions

Your Knowledge Base contains the answers to questions for the entirety of your organization. Those answers should be easily accessible from anywhere within Capacity. Now, when a user sends you a chat message, our powerful AI will use your Knowledge Base to provide “AI suggestions” which you can use to answer their questions. No more looking for the answer, Capacity makes it available automatically.

What's Fixed

  1. Helpdesk attachment size update - Tickets often accumulate many attachments. The new smaller attachment size makes it easier to see the rest of your ticket information by taking up less space.
  2. Survey download fix - Survey downloads were experiencing issues. Surveys should now download as expected.


What's New

Articles: SEO Tags Concierge Autocomplete

Sometimes customers wish for their articles to be searchable from the concierge. Now with SEO Tags Autocomplete articles can be set to show in the concierge autocomplete for specific search terms. Add any comma separated SEO tags to your article and they will now appear in the concierge autocomplete when searching for those terms.

Live Chat Stop Chat Button

Concierge users may wish to end a chat and continue their conversation with the concierge bot. Now with the End Chat button, they can end their current chat conversation and continue with their other questions or guided conversations.

Live Chat Autoclose

Both the concierge user and the agent chatting with them are able to end a chat conversation. Now when a customer ends a chat with an agent, the agent will be notified that the chat has ended.

What's Updated

ML Docs: Classification Dropdown

Now it’s possible to classify documents directly from the Knowledge Base, making it easy to keep your documents organized after upload. To classify a document open the document review sidebar, and select the classify tab.

Help Desk Multiple To Addresses

When responding to a Help Desk ticket via email, the agent may wish to send the response to multiple “to” addresses. Now the agent can add additional email addresses to which the response will be sent.

What's Fixed

Article Embed Images Copy Paste

We have fixed an issue where copy and pasted images were not correctly rendered within article exchanges. Images should now appear correctly within embedded exchanges.


Custom CSS for Private Sites

Private sites are a recent addition to the Capacity suite of products. To better allow customization of private sites we have added Custom CSS Settings to the configuration options for private sites. To edit Private Site custom css navigate to “Knowledge Management” then the private site. Custom CSS can be found in the right side configuration settings.

Document Mining: Add to Training Model

IDP or Internet Document Processing and Document Mining are advanced features that allow you to redact, classify, annotate, split, and extract information from documents. However it is rare that any two documents are exactly the same. That’s where Capacity’s powerful AI and machine learning comes into the picture. By adding mined documents to the training model you can improve the results of document processing. After you have processed a document you can now add it to the training model from the document preview page. To add a document to the training model:
  1. Find the document you want to review in your Knowledge Base and preview it
  2. Review the results of the document processing from the preview page and make any desired corrections or adjustments
  3. Select the “Add to training” checkbox at the bottom
  4. Save your changes and selection
Now your processed document will be added to the training model and improve the effectiveness of document processing.

Document Mining: Create/Edit Template JSON

Document processing, and extraction specifically is an advanced feature that requires understanding of OCR and other methods of data extraction. To assist in creation of document processing templates (i.e. instructions for how to process document) Capacity introduces Document Mining Templates.Document Mining Templates can be found in the document mining page, under the “Template Manager” tab. There you can edit or add new templates. The template editor page provides two options for editing templates.
  1. Manage template variables via an easy to use interface
  2. Manually adjust template JSON via a code editor.

Templates are saved and include versions which are accessible via the dropdown. Note, only the “Production” version of the template will be used in document processing.

What's Fixed

Email Interceptor Correspondence Order

Email Intercepter suggestion now render in the proper order by time.

Session Transcript in Helpdesk

Some users reported formatting issues with the session transcript on all incoming tickets. This has been fixed.

Dynamic Articles

We fixed an issue where Dynamic Articles were not initially available in all orgs.


What's New

  1. Dynamic Articles: New Features
  2. New Login Experience
Dynamic Articles: New Features

In our latest release, Dynamic Articles has dramatically improved!  You can insert an exchange, select multiple exchanges  not from a dialogue, edit an exchange, and move an exchange!

New Login Experience

You'll notice one new screen when you go to view the console.  You'll be asked for your email address on the first, and password on the second.  This is a precursor to a much larger change that is expected in the next release!

What's Fixed

Session Replay had a few issues when viewing in full screen that have now been resolved.

We've also solved minor issues in the Dev Platform, the Concierge, Private Sites, and LiveChat.


What's New

  1. Email Interceptor Updates
  2. Article Versioning & History
  3. Live DB PostgreSQL Support
Email Interceptor Updates

Customers and employees communicate through many channels. Email interceptor bring all your email conversations into Capacity so you can keep track in one place. It also makes it possible to auto respond to emails using your existing Knowledge Base and conversations. Below is an example of an automated email response following a guided conversation to help a new employee find a resource they need.

To see email interceptor in action in the console, you can look for any tickets created where the auto responder is enabled. Tickets will render email interceptor suggestions inside the tickets so you can track the whole conversation, even automated responses!

Article Versioning & History

Sometimes it's necessary to undo a change or roll back to an older version of an article. Now with article versioning and history you can do just that. Articles will keep a version of each save you make, making it easy to go back to an older version and revert your changes. In addition article versions now include content diffing. Content diffing shows each individual change made in your document between versions. Now you'll be able to clearly see the changes you've made to your article between versions.

Article History

To access your article versioning and history first navigate to your selected article. Then, from the article details and drafting page select the more icon and "see version history". This will take you to the version history page where you can select different versions to which you can revert your article.

Once on the version history page. Select a version from the left panel, then click "Restore" in the top right corner to set the selected version as your current version. After confirming, you will be taken back to your old version of the article for editing.

Note: Reverting to an older version creates a "new entry" in the version history, keeping all past versions alongside a copy of the selected version as the "newest" article version.

Content Diffing

Article history comes with the handy content diffing feature to help you clearly see the difference between two versions. Content diffing includes indicators that show what was added, edited, or removed between an older and newer version of an article. The older article in the history will show the changes made to get to the newer article in the history timeline. An example of how the changes are displayed is shown below.

Live DB PostgreSQL Support

LiveDB now supports PostgreSQL databases!

What's Fixed


Multiple Filters

When using multiple filters, all are preserved when modifying a ticket to be "In Progress".


Users are now prevented from adding a correspondence email to a new ticket in a project that does not have an inbox.  Previously, it would fail.


Agent Text Box

We fixed an issue where the agent text box could get locked up.

Org Settings

Warning Language

Changed the warning language for API key self-service


What's New

  1. Help Desk Remember Selected Filter
  2. Custom Feedback Text
  3. Configuration Page for Custom Text

Help Desk Remember Selected Filter

Help desk now remembers your last selected filter on the Help Desk page. For example, after switching from “My tickets” to “All tickets” Capacity will remember your last selected filter and keep it saved for when you come back. Now you can interact with the rest of Capacity knowing you can pick back right back up where you left off.

Custom Feedback Text

By default, when a user interacts with the concierge they get asked “Was this useful”? Now you can customize your feedback request text. Now you can have even more control over your customer conversations. 

To customize your feedback text follow these instructions: 

  1. Navigate to Settings
  2. Navigate to Concierge (under chat interfaces)
  3. Select your desired concierge
  4. Navigate to the “Other” tab
  5. Update the “Feedback Prompt” field to customize your copy

Configuration Page For Custom Text

To accommodate the growing list of custom text configuration options, Capacity now includes a new home for custom copy settings. As with the custom feedback text, new custom text settings will be found in the concierge bot “Other” tab. See the above section for detailed access instructions.

Custom text configurations can also be located with a new “Other” tab located within individual Org Settings pages.

Custom text configuration settings include the following options:

  • Clarifier none of the above
  • Clarifier prompt
  • Error response
  • Feedback Prompt

What's Fixed

  • Help Desk custom filters accessible when filter view is empty

Agents will often have multiple chat conversations open at the same time. We have resolved an issue where the text written in the message field did not clear when switching to a new conversation. Now the message field will clear between conversations, preventing accidental conversation mixups.

  • Folder navigation consistency

We resolved a minor bug where folders would occasionally not appear in both the central and left navigation of public sites.

  • Workflow loop node variable support

We resolved an issue where variables were not accessible within Workflow loop nodes. Now when creating a loop node, you will be able to access and use variables from previous steps as with all nodes.

  • Agent chat input clears between separate chats

Agents will often have multiple chat conversations open at the same time. We have resolved an issue where the text written in the message field did not clear when switching to a new conversation. Now the message field will clear between conversations, preventing accidental conversation mixups.

  • Long file name interface support

Some files uploaded to capacity may have long file names. We have resolved a minor issue where the file names were not displaying correctly. Long file names should now display in a friendly manner.


What's New

API Key Self-Service

Do you know you can manage users, exchanges, directories and more using Capacity's API?  If you aren't using it, you should try!  You'll need a key to interact with the service.  Now, within the Capacity Console, you can rename your key, delete it, or generate a new one.  For information on the functions available, visit


Livechat conversations can now be tagged. These tags give the livechat operator a mechanism to quickly organize all of their conversations in a single area. Note: These tags are also shared by Helpdesk.


What's New

Happy Valentines Day!  

Capacity DB

  • Edit Table Schema

Capacity now lets you specify a table's schema when you load data into a table, and when you create an empty table.

  • Search

CapacityDB search now supports searching for data specified in columns. 


  • Attachment Support

Attachments are useful because they enable agents and users to share documents and images quickly and conveniently. Now Capacity users can attach screenshots of error messages, tutorials, and other documentation to Livechats, making what they’re trying to convey that much more clear. 


What's New


  • Table and Schema creation

You no longer need to write SQL to create tables and their schema. Just open the "Schema" tab in CapacityDB and click "New Schema". After you give the table a name and add a few fields, you'll be ready for adding data.  No programming needed. 

  • Data Import

What's a table without data?  Well, you can now reliably add data from CSV files, including those created from workbooks in Excel and Google Sheets. We've increased the reliability of the upload process and improved success and error messaging, so you're clearly notified of specific data formatting issues.

Also, you now have a second option for rapidly adding data to power Capacity - by adding records manually, no files required! Just click the new "Add Record" button, provide your data, and click "Save Record". And with the ability to tab through fields and press the Return key to save, and an option to "Add another", you'll be able to enter new database entries as quickly as you can type.

  • Content browser

With the latest release of Capacity, you can now easily view, edit, and delete data as well! Just click the vertical dots next to a record in your database, and you can change any of the values, or remove the record entirely. If you're using CapacityDB to add extra power your workflows and conversations, you now have an easy way to validate that your data is accurate and complete. 


  • Custom Ticket Fields

Go to Settings -> App Settings -> Helpdesk -> Custom Fields and you can click Add to add a custom field.

Fields can be designated as Numeric, Datetime, Decimal, Single-line Text, Checkbox, Dropdown or Radio.

You can also specify if a field will contain PHI/PII, and limit the fields to particular projects and/or ticket types. And, best of all, these fields can be populated through your new and existing workflows!


LiveChat now provides your customers their number in line, and we fixed an issue where agent name and image sometimes weren't appearing.


You can now assign folder icons for your articles, and add custom HTML.

What's New


  • CSV Uploads

We fixed a bug on CSV upload that stopped subsequent uploads from occurring.


What's Updated


  • Watch Ticket Email

The Ticket Watcher emails have been updated to include additional meta data such as status changes, priority changes and more.


  • Analytics API 

Capacity now provides an API if you would like to export analytics data from the platform. 

If advanced analytics is enabled for your instance, you can ask your Customer Success Manager to provide an authentication token that will allow you to access the API. See details here

What's Fixed


  • Link Editor suggests invalid links

We solved a minor bug where link suggestions appended http:// to the current text. This worked fine for normal web links but variables, mailto addresses, etc would result in an invalid link.


With the last release of the year, we have a few more goodies out.

What's New


  • Email Interceptor

Under Settings -> App Settings -> Helpdesk -> Email, you can now configure the Email Interceptor. The Email Interceptor is designed to deflect tickets from ever being created in the first place. This feature was designed for public-facing Web Concierges that are available to the general public.

By default, you can select Never send, which creates the ticket just like it used to.

Slightly more automated, you can select Send and create ticket simultaneously which will create the ticket but also send KB suggestions. If one of those suggestions is thumbed up, the ticket will resolve.

Even more, automated still, you can select Send but do not create ticket. In this case, the email suggestions will be sent out and a ticket will only be created if the response was thumbed down.

You can edit the default open and closed states under Settings -> App Settings -> Helpdesk -> Transitions:


Santa came early this year, with the biggest release of the year!

What's New

Guided Conversations

  • Form Card

Our Collect Info card is great at collecting information one question at a time. But sometimes you want to collect info all at once. Enter the Form Card: 

With the Form Card, you can create a Form directly in a Guided Conversation:

Now the Form will show up in the Concierge to collect information all at once.

All Form fields are required.

  • KB Search

In the past there was no great way of searching the KB, Cloud Drive or Articles in a Guided Conversation. With the new KB Search card, we can do just that:


  • Linked Tickets

Tickets can link to other tickets by relationships (ex. Blocks, Relates To, Duplicates etc):

Ticket search is by Title only, with additional search options coming in a future release!

Live Chat

  • GC Post Chat

Now you can Launch a Guided Conversation after a chat session is completed. This can be used to collect rating feedback from the end user or to email out a copy of the Livechat session transcript.

Go to Settings -> Teams
Then select the appropriate Team and scroll to the bottom. Here you can configure your default Guided Conversation post-chat:


To add the Live Chat transcript post chat, you can use the following variable:



  • Redactions in the Console

Our Document Redaction Workflow node has a Redaction Suggestion Mode which allows you to review any redactions in the Console before completing the redaction:

You can edit existing redaction suggestions or add new redactions directly in the Console:


  • Private Sites

Until this release, all Sites have been designated as Public - meaning they are accessible on the web to anyone who reaches the url. With Private Sites, only logged in Capacity Bot Users of your org will have access to this knowledge. 

Private Sites are designated by the lock icon. You can also add an authenticated Concierge to these sites as well.

What's Improved


  • Status Filter Clean Up

Do you like déjà vu? We sure don't. Until recently if you have two Projects with the same ticket status - they both showed up in the Filter list.


Now you'll only see one filter per status across Projects.

  • Reply to Asker while adding new Knowledge

We've added back the ability to create new knowledge and respond to the asker at the same time. To send an email to the asker with the new response, check the "Reply to Asker" box.


  • Wider view for ticket tasks

We have made the Create new Knowledge, Map to Knowledge & Start a Workflow sections wider after multiple reports of text getting cut off.


  • Async mode for Helpdesk Ticket node updates

This release we launched async mode, but we weren't pushing ticket variables out. Now you can use:


 later on in the Workflow.

What's Fixed

Guided Conversations

  • Date/Time Card

    Have you ever had lunch at midnight? Neither have we, so we fixed a bug that switched 12pm and 12am.


What's New


  • Magic Link Config

Under Settings -> Security -> Access Management, you can now enable or disable accessing Capacity console via a magic link.

  • Project Owner Setting

Capacity Projects now have project owners. This field is important because it can be used for sending escalation emails from the Automations app. By default, project owners are  creators of a project. 


  • Async mode for Helpdesk Ticket node

Earlier whenever a ticket was created from a workflow, the workflow had to wait at the ticket step until the ticket was moved to Done. With the new async mode, tickets can be created without pausing the workflow. Check "Run in Parallel" box to create a ticket in async mode.


What's Improved


  • Reply to Asker while adding new Knowledge

We have added back the ability to create new knowledge and respond to the asker at the same time. To send an email to the asker with the new response, check the "Reply to Asker" box.


  • Wider view for ticket tasks

We have made the Create new Knowledge, Map to Knowledge & Start a Workflow sections wider after multiple reports of text getting cut off.

What's Fixed

Knowledge Base

  • Adding Content Group access to files

    A bug that failed to save Content Groups on files has now been fixed. Content Groups can now be added to files similar to exchanges.


What's New


  • Start of Workflow 

We have added the ability to Start a Workflow from an automation. This means that if the status of a Capacity Helpdesk ticket changes, a Capacity workflow can be kicked off to make updates in a 3rd party system.

Concierge Settings

  • Authenticated Concierge Content Settings 

You now have can control the content that is accessible from an authenticated concierge. The feature provides additional ways to tailor the experience for Admins who want to deliver different content experiences to authenticated users without updating any settings in your SSO provider.

  • Content Groups only - All content that an authenticated user has access to (via content groups) is available in the concierge 

  • Content Groups and Concierge Group - An authenticated user can only access content that is available to the concierge (via concierge group) and that they have access to (via content group)

  • Concierge Group only -  Authenticated users have access to all the content available to the concierge (via concierge group)


  • Watch a Ticket

You can now watch a ticket in Capacity Helpdesk. This means Agents who are "watching a ticket" will receive notifications when a ticket is updated. This handy collaboration feature is important to keep your team up to date.

What's Improved


  • Renaming an Automation

You can now rename preexisting automations saved in Capacity Console.

Knowledge Base

  • Previous/Next now work in content to search Results

This feature provides navigational improvements for Admins to browse through their search results quicker. You can test this my searching in Capacity console, clicking on the first result then navigating using the Previous/Next buttons.


What's New

Sites & Articles

  • Navigate previous/next folder & article

We have added previous and next buttons to easily go back and forth between articles and other folders at the same level.

Web Concierge

  • Required Feedback

For additional insight into quality of knowledge and addressing customer needs, we have added a setting to require thumbs up/down after each exchange/conversation is complete.


What's improved

Knowledge Base

We updated the Content Group Access Control Panel UX to give Admins a more a streamlined experience. 

Guided Conversations

  • Card Visibility Labeling

To provide additional clarity to Admins who build guided conversations, we've added labeling to cards that do not appear to users who engage with Capacity. 


  • Link Editor 2.0 

We've added an updated link editor for Admins that generates hyperlinks to link to websites and Capacity Cloud Drive Files

  • Sort Order

You can now reorder all the articles and folders inside of a Capacity Articles Site. You can sort articles and folders manually, by alphabetical order or by date crated.


What's improved

Knowledge Base

We have officially retired our legacy Knowledge Base and launched a new version. Some key things to note are - 

  • Improved Organisation

All the items are grouped into properly demarcated sections - Knowledge Base, Filters, Sites and System Messages.

  • Improved Navigation

All items have breadcrumbs at the top to easily navigate up and down the folder hierarchy

  • Create New 

Button for creating dialogs, exchanges and folders has been moved to top right. The flow is also improved in that adding something new does not directly add to the folder list without providing a name. 

  • Folder Content Layout

Folder and dialog contents are better organized and can be now available in a familiar tile view as well with the option to switch back to list view.

For more details, please see Knowledge Base docs


What's new


  • Image Preview

Images embedded inside of an article are now expandable. Prior to this release, an reader would have to use the"zoom" feature in their browser.


  • Agent Ticket Notification Improvement

Email notifications are no longer sent when a reporter makes changes to their own ticket.

Knowledge Base

  • Previous/Next Navigation Buttons

You can now navigate from exchange to exchange using previous and next buttons on the top right of the exchange editor. We added this feature to reduce the time it takes to navigate through a series of exchanges in a dialogue.

  • Moving Files and Folders in Bulk

Moving files and folders works the same as moving articles and site folders. Click Move and select your directory.

Live Chat


  • Live chats agents now have audible notifications when new messages arrive.

Attachment Support

  • Live chats agents can now download attachments collected inside a guided conversation


What's new


  • Start/End Dates

    Articles can be scheduled to be published on a specific date and set to expire on a set date as well.

Cloud Drive

  • Attachments - Drag and Drop

    Files can be dragged and dropped into the Knowledge Base/Cloud drive.
  • Table of Contents Sidebar

    Table of contents for pdfs are now shown on the sidebar and can be used to navigate the document.

Guided Conversations

  • Date/Time Card

    The date time card in Guided conversations you will let you collect dates (in mm/dd/yy and dd/mm/yy), times and timezone information from a chat user.
    • Builder View

    • Chat view

  • Support for File Attachments in Email Card
    Files collected in a Guided conversation through a file upload card can be attached and sent out via an email card.

  • Save Guided Conversation as a Template
    Any guided conversation can be now saved as a template and used as a starting point for new guided conversations.


  • Public Reply - Comment Attachments

  • Tasks - Start a Workflow


  • Canned Responses

    Quickly use pre-defined responses in a LiveChat instead of typing the same message multiple times across LiveChats.

What's improved

Guided Conversations

  • Error Messaging

    Error messages in a guided conversation are now shown in one list. Clicking on any error will take you to the exact location in the conversation where the error is occurring.

What's fixed

Guided Conversations

  • Deleting a logic card deletes all cards afterwards
  • Deleting a logic card now preserves cards following the first logic path.


What's new


  • Favicon and Site Logo uploader added
    1. Go to Site → expand the Site Settings tab and then go to the Site Identity section.
    2. Click Upload (under logo or favicon) to open the system browser.
    3. Upload a new image in PNG format.
    4. Click Save, and you’ll see your logo appear on your web site.

What's improved

Cloud Drive

  • Knowledge Base Drag and Drop

  • Namespace output variables
    This feature is best used when the same (App Action) card is repeated in a conversation. Both sets of output variables can be referred to using the namespace.


  • 🎉 Email attachment support added on tickets generated via email

  • Email threading support that identifies relationships—threads, people involved in a conversation, attachments, and duplicate emails—and groups them together so you can view them as one coherent conversation.

What's fixed


  • Special characters no longer crash web site search
  •  Image styles are shown on published sites have been corrected to better correlated changes made in the editor


  • Fixed minor bug when selecting "Changed From" condition
  • Fixed email body where edits failed to save.


  • Fixed when clicking on ticket threw browser errors on an intermittent basis

Knowledge Base

  • Fixed issue when users types a query fast in search box


What's new


  • Additional Style Settings - Header Background Color, Header Text Color, Footer Text Color
  • Unauthenticated concierges can now be embedded into a published site.

Guided Conversations

  • Correspondence email field has been added to Create a Ticket card. Email collected in chat can be passed to this field for back and forth communication on a ticket.

What's fixed


  • A bug causing messages on one LiveChat to cross over to another LiveChat by the same agent on the agent side has been fixed.


  • Duplicating an Action node in Workflow now copies input variables.

What's improved


  • Article slugs are mandatory, this is now reflected with an error message and save changes button disabled when slug field is empty.


  • Due Date Trigger in the past can be selected


  • SSO link for authenticated concierges now says "Click here to get started" instead of "Please click here to login".

Knowledge Base

  • Knowledge base search containing Guided Conversation results will strip HTML shown as part of conversation response.


  • Ticket due dates can be in the past


This update brings a whole host of small improvements and bug fixes,

What's fixed


  • 404 Page Button color leverages Site Theme Color
  • Custom CSS box now only supports CSS

Dev Platform

  • Fixed the time created/updated to reflect user local time

What's improved


  • Footers added
  • Updated site status "Passed Reviews" to "Published"
  • Added SEO Meta Description
  • Added SEO Title 


  • Chat Expiration: We will close and archive chats that have 30 minutes of inactivity OR if the customer leaves or closes the chat.

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