SoftReply roadmap

Ideas

Video calls + screen sharing in live chat
Quick replies (canned responses) in chat

Insert saved answers into a live chat with one click, the same way you already can in email.

Bring your own Twilio number

Connect a phone number you already own instead of buying one through us.

Building

Browser alerts for your own tickets, not just broadcasts

Signed-in customers get a browser push the moment we reply to their specific conversation.

Two-way SMS

Shipped

Web push for browsers (no app needed)
Jul 19
Chat typing indicators + realtime (no page polling)
Jul 19
Call forms: capture structured fields on every phone call
Jul 19
Knowledge backfill from your support history
Jul 19
Import your Help Scout history
Jul 18
Live chat with verified visitor identity
Jul 18
AI phone receptionist on your own number
Jul 18

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