Changelog
What's new in Airclou
Customer-visible updates across Helpdesk, Playbook, and the platform — newest first, dated when they reached production.
See what's coming nextSOP template library
Thirteen free, adaptable SOP templates — read them, copy them, or import one into Playbook and make it yours.
Browse the templatesInspectable steps on approval cards
Approval cards now include the AI agent’s steps — every lookup and check it ran before proposing the action — so you can examine its work before you approve it.
Gates: author the checks the AI agent must pass
The AI agent’s Playbooks tab became Gates and gained an authoring UI: define the per-brand checks a reply or action must clear before it goes out.
SLA policy editor
Clearable target inputs, a per-row unit toggle, and a cleaner targets grid in the SLA policy editor.
Group SLA timers on email tickets
Group-ownership SLA timers now start for tickets created by inbound email, matching tickets created in the app.
Multi-brand workspaces
Run several brands from one workspace — each with its own email addresses, help center, and AI agent settings.
Provenance on every AI message
Every AI-authored message now carries a provenance panel — the sources it cited and the reasoning behind the reply — and a live progress timeline shows the AI agent’s work while it runs.
Custom connectors
Custom connectors gained multi-region base-URL fallback; the editor got a wider sidebar, shared selects, and deep-linkable actions.
Attachment serving
Ticket attachments are now served through authenticated, opaque URLs, and outbound email embeds inline images instead of linking back to the helpdesk.
AI replies grounded in attachments
The AI agent now reads the documents customers attach — invoices, exports, PDFs — and grounds its draft replies in them.
Cap on consecutive auto-replies
A hard cap on how many times the AI agent can reply in a row on one ticket without a human stepping in — configurable per workspace, with a system-wide backstop.
Auto-approval envelopes
Set per-action envelopes — a refund ceiling, for example — inside which the AI agent’s pre-approved actions run without a click. Everything outside an envelope still queues for human approval. Configurable per workspace and per brand.
Replies grounded in past tickets
Draft replies are now grounded in how your team answered similar tickets before — not just the knowledgebase.
This changelog starts in May 2026. The biggest ships are told in depth on the releases page; for the arcs before May — and what's being built now — see the roadmap.