Replies our support team wrote to tickets were stored where the people they were meant for could not see them, and their e-mails never arrived. They now reach your notifications and your inbox, replying to a support e-mail reaches a person, and the team can open a conversation with you when needed. In the mobile app, team messages are labelled; a message sent from a chat on the phone no longer fails for lack of an e-mail address; and a request handed over by the in-app assistant carries the conversation that led to it.