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Weekly · Support · Week of October 26, 2026

Support tools hardened AI features and shipped fixes while Libredesk's v2.9 candidates added WhatsApp and cited replies.

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Generated 2h agoDrawn from 5 products

The week in customer-support

AI inside the support workflow was the common thread, but it showed up as plumbing rather than headline features. Libredesk added approval-gated AI tools and cited AI replies across its v2.9 release candidates, LiveAgent fixed call transcription for accounts whose AI provider isn't OpenAI, and Formbricks extended MCP scopes to responses. The tools are making AI features safer to run before making them bigger.

The other pattern is maintenance. LiveAgent spent the week on chat-isolation and security fixes, and Formbricks on backport batches. A sector whose products are mostly patching is one where the next feature wave has not yet landed.

Leaders

Twilio opened a private beta of Cohorts, APIs to build and segment customer lists inside Twilio and trigger bulk sends across email, SMS, RCS and WhatsApp. It then shipped the Webhook Configuration API as generally available, a Voice Recording default-configuration API in us1 and Intelligent Alerts in the new Console.

Libredesk is shipping v2.9.0 as a long run of release candidates. RC8 added a WhatsApp inbox, proactive live chat, an in-widget help center and approval-gated AI tools; RC9 added email aliases, cited AI replies and session hardening; RC10 lets the host page set or switch the widget language and quotes earlier messages in outgoing email templates.

Formbricks put out backport batches on its 6.0 and 6.1 candidates. 6.1.0-rc.1 brought the v3 responses API, MCP read and write scopes for responses and per-webhook background delivery. The feed still shows no 6.0.0 stable tag.

Wildcards

LiveAgent fixed an unusual bug in its October 19 builds: new chats read an older chat's messages because chat UUIDs were cast to numbers. The same pair fixed call transcription stalling when OpenAI isn't the account's AI provider, and 5.69.6 now records SSO logins in login history.

Service Fusion did not release anything: every recent entry is marketing content, from an HVAC technician tool list to a case study and a data migration checklist.

Themes that compounded

  • AI actions gained approval and citation controls in Libredesk.
  • MCP access widened in Formbricks, with read and write scopes for responses.
  • Account-level controls grew in Twilio, covering webhooks and recording defaults.
  • Channel coverage expanded in Libredesk (WhatsApp) and Twilio (RCS and WhatsApp).

Watch this week

Libredesk is on its tenth release candidate for v2.9.0, so a stable tag is the most likely next event. Formbricks has 6.0.0 candidates without a stable tag alongside a 6.1 line, so watch which one is promoted first. LiveAgent's AI chat operator and handoff controls are its latest feature work, and the bug-fix pace suggests more patches to them.