Changelog

Now , AI agents can do more than answering questions.

With AI Actions, they can collect the right details, validate inputs, call external APIs, update customer data, and take the next step based on the response — all within the same conversation.

Use this to handle support scenarios like checking availability, confirming delivery, updating properties, and triggering follow-up actions across the 3rd party tools your team already uses.

Along with this ,

Jira and Linear integration - Customer issues often begin in support and continue in engineering. Use Jira and Linear integrations with SparrowDesk, to create and link issues from conversations, keep support closer to engineering progress, and track follow-up work more clearly.

For a more in-depth guide on AI Agent Actions , watch the walkthrough:

You can now export conversations as CSV, making it easier to work with support data outside SparrowDesk.

Use this to analyze support trends, share records with other teams, or keep conversation data ready for audits and reporting.

Along with this ,

Add Tables to your support articles - You can now add tables in the support articles to organize information in a clearer, more structured way.

Getting started with most support tools means figuring out the platform step by step.

Guided onboarding brings the key setup into one clear flow and a checklist, making it easier for support teams to set up faster and start handling conversations sooner.

Along with this ,

Add notes even when AI is replying - Agents can now add internal notes even while AI is handling a conversation, making it easier to collaborate without interrupting the AI workflow.

Advanced Search page - You can now search for conversations using an advanced search page for a more powerful searches. This makes it easier to find the right conversation without relying only on filters.

You can now download reports as PDF files, making it easier to save, share, and review report data outside SparrowDesk.

The exported file captures your current view, including applied filters.

Use this to share weekly performance updates with leadership, download SLA reports for audits and reviews, or save report snapshots for internal reporting.

Along with this ,

Reports for CSAT - You can now track customer satisfaction with a dedicated CSAT report. Use it to review feedback trends, measure satisfaction over time, and understand how your team is performing.

Bring AI-powered decisioning into workflow automation.

AI Classification introduces an AI-native workflow action that replaces complex keyword-based if/else logic with structured, deterministic classification. Admins can define a short prompt and a fixed set of buckets, allowing AI to always select exactly one predefined outcome and drive workflow branching with semantic context.

This action can be triggered on new conversations or incoming messages, reads the latest inbound message, and routes workflows based on intent, sentiment, language, or other defined criteria. Classification is constrained to predefined buckets only, ensuring workflows remain predictable and never fail due to AI output.

Available on the Professional plan in v1.

Why this matters

• More precise automation – Route conversations based on meaning, not just keywords.
• Predictable outcomes – AI always resolves into predefined buckets for reliable workflow branching.
• Reduced workflow complexity – Replace layered if/else rules with a single AI-powered decision step.
• Scalable support operations – Handle nuanced routing, SLAs, and assignments with semantic understanding.