We’ve been busy this month making it easier to manage matters, streamline workflows, and get more value from your AI Agent. Here’s what’s new:

AI Agent (Chatbot)

Features

New AI Agent Setup Flow

We’ve heard your feedback on wanting more control when building and testing your AI Agent. You can now switch between Test Mode and Live Mode:

1. Test Mode: Configure and preview changes safely before going live. Share a preview link with colleagues to collaborate on testing.
2. Live Mode: Publish updates only when you’re ready. End users will experience the Live Agent through channels like Chatbot, Slack, or Email.
3. Dashboards: Track and analyze conversations separately in Test and Live, so you always know what’s working.
4. Agent Settings: Update your agent’s name and description from the arrow-down menu → Agent Settings—applies across both modes.
5. Sharing: The chatbot URL and embed snippet are now located under Channels → Chatbot Interface.

This update retires the old Draft and Published statuses for a simpler, more intuitive setup.

Enhancements

1. Create Matter Action — Now supports the new boolean, currency, and duration fields when creating matters.
2. Matter Links — When a matter is created via the AI Agent, requestors now receive a direct link to the matter in their portal.

Bug Fixes

Resolved the following issues:

1. Sources containing tables were not processed correctly. 
2. AI key term extraction failed due to extra spaces in term names. 
3. AI Agent would “say” it created a matter but not actually do so. 
4. Configured fallback responses weren’t being used.

Matter Management

Features

Email Intake Improvements

Before this release, teams ran into three big frustrations:

1. Emails couldn’t be added to more than one matter.
2. Emails were sometimes routed to the wrong matter.
3. Forwarding didn’t behave as expected—users couldn’t reliably file emails into an existing matter or create a new one.

Now, email handling is much more reliable and intuitive:

1. Emails can now be added to multiple matters (via matter intake email).
2. Emails will correctly route to the intended matter, instead of attaching to non-affiliated matters.
3. Forwarding with board intake email always creates a new matter.
4. Forwarding with matter intake email always adds the email to the matter.
5. Emails are grouped by subject (ignoring “Re:” or “Fwd:”), so changing the subject starts a new thread.

Read the full support article →

Update Matters in Workflows

You can now update matters within the same workflow where they were created:

Update fields as work progresses. Append attachments to existing matters. Use a human-readable Ticket ID (e.g., #1, #2). Click straight through to the matter with a Ticket URL.

Example: In a contracting workflow, you can update the contract value or due date without leaving the process—keeping everything accurate and seamless.

Read the full support article →

New Fields for Contracting Use Cases

We’ve added three new field types to help with contracting use cases:

1. Currency — Capture type and amount.
2. Duration — Track years, months, weeks, or days.
3. Checkbox — Simple true/false option.

Enhancements

1. Failure Notifications — If Checkbox can’t process a matter intake email, the sender will get an alert (agents only).
2. Boards Pagination — Choose to view 50, 75, or 100 records at a time.
3. Slack Intake — Option to hide automated Slack messages when creating a matter.
4. File Uploads — Drag and drop files directly into matters.
5. Message Timestamps — Threads now show the actual time sent, not just when the system received them.

Bug Fixes

1. Fixed an issue where the Status field did not carry over when changing a matter layout.