CactusReuse resolved answers Improved
Jul 4–9, 2026 · Inbox and Messenger
Messenger can reuse a resolution your team has already given when a customer asks a similar question.
Cactus matches the customer's question against saved resolutions and serves a close match. If customer-ready product knowledge is missing or fails to load, Messenger hands the question to your team instead of guessing.
Conversation history that stays in sync
Messenger uses one message identity for streamed answers and the saved conversation feed, so an answer appears once instead of as a duplicate. Its live feed also restores messages when a customer closes and reopens Messenger.
Draft replies and resolve conversations
In the Inbox, you can reply to customers, add private notes, ask Cactus to research or draft a reply, and resolve or reopen a conversation. Teammates can see who else is viewing it, while status updates carry through to Messenger and Slack.
Collect customer email in Messenger
When a guest escalates without an email on file, Messenger can collect their address in the conversation. The Inbox keeps the contact with the thread so the team can follow up.
Reply to customers from Slack
A teammate can reply to a customer's conversation from its Slack escalation thread, and the answer returns to Messenger. Slack's request list links back to conversations, while email links can reopen the matching conversation in Messenger.
Three-pane Inbox workspace
The Inbox uses a three-pane workspace for the conversation list, transcript, and customer details. Message receipts show delivery and reading status for the latest exchange, and unread conversations stand out in the list.
Improvements
- Messenger the Messenger interface has softer surfaces, clearer controls, and smoother minimize and expand transitions
- Messenger actions connect an MCP server to make its tools available as agent actions
- Answers product answers use clearer product identity and more natural phrasing
- AI answers interactive answers can draw on additional language models
- Product knowledge cold product-knowledge rebuilds finish faster
- Product knowledge open questions can flag layered product truths for the team to review
- Answer docs pin answer docs so they stay available instead of being automatically removed
- Agent docs technical readers can see public API endpoints in Cactus's generated agent docs
- Docs technical detail stays at the level readers need
- What's New What's New groups related entries into shorter, chaptered stories
- Analytics Cactus records page views and AI sessions more consistently
- Customer answers Cactus answers can reuse stored docs and team guidance, with faster repeat answers and a way to teach corrections
- Messenger product answers in Messenger arrive faster, including on cache misses
- Messenger Messenger installation supports more frameworks and can receive context from the customer's app
- Inbox the Inbox shares page context with one Cactus command bar
- What's New release stories put the headline first and group related entries together
- Slack Slack's agent experience and notification setup show more clearly when channels are configured
Fixes
- Messenger setup Connect makes Messenger install problems visible and uses its configuration to authorize keys
- Messenger the answer stream stays open while Cactus works through a question
- Answers answers draw on better-ranked product evidence and show citations that support their claims
- Product knowledge first-time indexing and rebuilds run more reliably
- Product knowledge product knowledge stays aligned with open questions, archived answers, and recent refreshes
- Teamspace team data stays isolated across organizations, and permanent answer pins require an admin
- Docs generated docs use cleaner page names and repair in-app links consistently
- Help Center suggested questions open the live Help Center answer flow
- What's New What's New applies shared publishing checks and keeps chaptered summaries brief
- Help Center Help Center answers and title searches are clearer, and public pages load current content on phones
- Product knowledge answer docs keep relevant refresh facts and avoid stale or empty refresh results
- Customer answers customer answers use real product links and customer-safe facts, and recover from stalled research
- Messenger Messenger's links, handoffs, and conversation display handle more edge cases reliably
- Inbox conversation titles no longer get stuck as a customer's email address
- Customer email customer emails use Cactus's serif headline style
- Slack Slack replies no longer send empty messages, and teammate invites can use email addresses
- Onboarding onboarding no longer strands new customers at two dead ends
230 commits