Changelog

Stay updated with the latest features, improvements, and fixes in SparrowDesk.

September 5, 2026

Round robin now knows when an agent is full

Round robin used to keep handing tickets to whoever was next in line, full or not.


Set a capacity limit per group and it stops there. Anything over the line waits in a routing queue and goes out the moment someone frees up.

Features

  • Group-level agent capacity limit for round robin assignment.
  • A routing queue holds conversations over the limit and assigns them as agents become available.

Improvements

  • SparrowDesk is available in Japanese.
  • Publish, unpublish, and train Help Center articles in bulk from the listing, instead of one at a time.
  • Changing an article's training flag queues it for AI training automatically.
  • Help Center articles get dynamic OG images, so shared links preview properly.

Fixes

  • The upgrade screen on Help Center settings was broken.

August 29, 2026

Conversation translations in Inbox

A ticket arrives in Portuguese. Your agent reads it in English, answers in English, and the customer gets the reply in Portuguese.


Both directions happen in the inbox, so nobody is copying text into a translator and pasting it back.

Features

  • Incoming conversations are translated into your agent's language.
  • Replies your agent sends are translated into the customer's language automatically.

Improvements

  • Contact Fields settings now exposes company and conversation detail fields, so you can show them on the contact record.
  • Your Help Center loads faster. Pages and the sidebar come from cache, and article pages stopped fetching the same data twice.
  • The chat widget waits for a visitor to interact before registering them, so passers-by don't land in your contact list.
  • The chat widget opens faster on repeat visits.

Fixes

  • The Language filter on conversations and contacts read the browser's Accept-Language instead of the contact's preferred language, and returned the wrong results.
  • A workflow with an assignment step on an AI-handled conversation stopped there. Every action after it was dropped without a word.
  • SLA data failed to load after a team member was deleted.

August 23, 2026

Your chat widget speaks your customer's language

Your Help Center already comes in multiple languages. The chat widget does too now.


A customer starts the conversation in the language they are comfortable with. SparrowDesk and the Help Center also lay out right to left, for Arabic, Hebrew and other RTL languages.

Features

  • RTL support across the product and the Help Center

August 22, 2026

See the Salesforce record without leaving the inbox

Your conversations live in SparrowDesk. Your customer records live in Salesforce. Your agents end up with two tabs open.


SparrowDesk now connects to Salesforce, so the record sits beside the conversation and your agents can stay where they are.

Features

  • Company records hold multiple domains now, with a Conversations tab and a contact count

August 22, 2026

Schedule a report once, then stop chasing it

A report only helps if someone reads it.


Pick any default or custom report, set the schedule, and it arrives as a PDF by email. The numbers reach your team whether or not anyone opens SparrowDesk that week.

Features

  • Plot two different scales on one chart with a dual Y axis
  • Control how data labels are formatted