Updates from 10/19: Departments and AgentMaker on every screen

In this batch, team access is now organized by departments, and AgentMaker is available on every screen to create and adjust whatever you ask for. The Hub gained the Images area, and automations gained steps to snooze conversations and react when the contact replies.

Departments and access

In Users and Teams, the Departments tab groups people together. Use Create department, add people in the People tab and check, in the Permissions tab, what the group can do: use, edit or delete agents; view, edit or delete bases and folders; view, answer or manage inboxes; join, manage or delete rooms; join, organize or view meeting transcripts. General permissions, such as Create agents, Manage automations and Manage people, departments and access, are also granted per department.

A person can receive individual access on top of their departments’, and someone who leaves a department loses only what came from it. When you invite someone, pick their departments in the Departments (optional) field. On each agent, base, folder or inbox, access shows up on the item itself, as in the Agent Access tab.

Command buttons follow the same model:

Use commands is a permission you grant per department.
In an automation’s Command trigger, the Who sees it group picks the departments that see the button in the conversation. With none checked, everyone who uses commands sees it.
In Transfer ownership, the new owner is chosen among people with Manage people, departments and access, and the person transferring keeps that permission.

Existing organizations moved to departments without changing anyone’s access, and new ones start this way.

AgentMaker on every screen

The AgentMaker pill sits in the corner of every screen in the dashboard. Ask in plain language and confirm on the Confirm change card before anything changes. AgentMaker:

creates a complete agent, or changes the name, description, model and reasoning of an existing one;
creates an automation with the flow already built, turned off so you can review it;
creates a knowledge base with items, adds text to a base, and links or unlinks bases from an agent;
answers questions about SquadOS from the documentation, with Search the documentation;
when you report a problem, offers Forward to support with your report.

The card shows each action and each agent by name, and only says something was turned on after confirming it works. When writing an agent’s prompt, AgentMaker uses the company information you’ve already filled in.

Images in the Hub

The Images area, in the Hub sidebar, generates images from a prompt. In Create image, pick the Model, Aspect ratio, Quantity, Resolution and Quality. The screen only shows the options the model supports, and the estimated credits before you generate. In References, attach images from Files or your computer and mention each one in the prompt by typing @, as in @img1.

History holds your organization’s images, with search, zoom, download and prompt reuse.

Automations: snooze and wait for the contact’s reply

The Snooze conversation step snoozes the conversation for minutes, hours or days, and the automation continues when the time is up. If the contact replies first, the conversation comes back right away and the automation ends.
In the Conversation event trigger, the Contact replied event fires on the contact’s first message after one of yours, on every channel.
The On snooze resume trigger runs when a snooze ends. When you snooze a conversation, pick the automation in On resume, run.
The conversation filter gained the Conversation status criterion: Open, Snoozed, Unassigned or Completed.
When the flow ends in End, you can insert steps again: the + in the middle of each connection shows Insert a step here, and dragging a step between two others works too.

Improvements and fixes

The Notifications bell gathers what Needs attention, such as inboxes with problems, interrupted automations and low credits, plus Messages from rooms, directs, mentions and conversations assigned to you.
In Settings, Memory shows Memories with agents: open each agent’s memory with Open memory and edit or delete what it saved. Main memory is now available on the Free plan too.
In AI models, the Model privacy policy sets whether your organization accepts all models, only models without data training, or only models with zero data retention. Each model shows an icon with how it handles data.
Also in AI models, you can disable a model for your organization. If agents use it, the screen lists them and asks for a replacement model in Disable and replace. On the Free plan, the list only shows the plan’s models.
In Who answers, when you connect or edit an inbox, you can pick a specific person to own new conversations.
In the conversation menu, Delete conversation removes the conversation and its messages, after confirmation.
When a conversation already belongs to someone else, Send without claiming conversation sends your message without taking it from them.
When you reply to an email conversation, Confirm email delivery shows sender, recipients, subject, preview and attachments before sending.
When an AI reply fails, the conversation sends the contact a notice. In the conversation panel you can follow the notice’s delivery and use Resend notice if it doesn’t arrive.
In the Hub chat, the paperclip offers Include context: pick organization context blocks to use only in that message.
In Tools, each connector shows Examples of requests, Accounts and Actions, with search and filters. On a connected tool, Account to use switches the account without losing the configuration.
In Instagram Direct, voice notes recorded in SquadOS arrive as audio, replies sent from the Instagram app show up in the conversation, and posts, reels and stories the contact shares reach the agent. A link in the header opens the contact’s profile.
On official WhatsApp, Group messages now applies: messages sent in a row by the same contact get a single reply, with no repeated replies or transfers.
Images the agent picks arrive as photos on supported channels, even with Split response into multiple messages turned off.
The Channel filter in Conversations groups WhatsApp numbers into one option and adds Instagram, Emails, Telegram and Other channels.
Waiting time sorts by when the contact started waiting for your reply, on every tab. The order you choose stays the same after reloading the page.
In knowledge bases, large PDFs finish processing, an item with an error shows the reason and Try again, and short FAQ answers are found by the agent again.
In the Files tab, a large PDF shows Reading text while its content is prepared for agents.
The agent receiving a transferred conversation replies right away and can hand off to a person when needed.
The agent recognizes an existing contact by phone or email, even when the contact was created by import or on another channel.
The agent responds to the content of audio and images the contact sends.
In dictation and voice notes, each transcription failure has its own message, and the recorded audio is kept.
In Guardrail, you no longer pick the evaluation model, and a failed evaluation no longer stops the conversation.
On Stage, the host can use Lock raised hands, and the session holds up to 100 people.
In Rooms, creating a room with a name already in use warns you in the form, a mention plays its alert only once, and the call’s floating window shows who is speaking.
Date fields accept DD/MM/YYYY in any browser.
Messages with long text or links no longer overflow the bubble, and replying then resolving right away no longer reopens the conversation.
TXT, MD, CSV and JSON attachments keep their accents.
The Organization Information block is only created when the website research finds content, and saving the block no longer fails.
Webhooks now say who wrote each message and include the conversation’s and contact’s tags.
Cards, menus and dialogs have a new finish, and the highlighted menu item is readable in both light and dark themes.