New updates and improvements to Copilot.

August 11, 2023

App setup improvements

We simplified the app management and app setup experience in a number of ways.

  • On the new App Setup page, apps are divided into Client Apps and Internal Apps. Client Apps are visible to your clients and your team, while Internal Apps are internal only. For example, QuickBooks is an Internal App because clients cannot see it.
  • On the Add an app page, you’ll now see a larger collection of apps with improved setup instructions. We added a prominent “Create a Custom App” option that was previously hard to find.
  • For Partner Apps with manual setup (i.e. you have to connect an embed/link manually for each client), you now only see channels when you have something connected for a client. With this update we’ve removed the notion of a “disconnected channel”.
  • For Partner Apps with automatic setup (i.e. all clients see the same embed/link), on the Copilot Dashboard we removed the secondary channels sidebar since all clients see the same thing.
July 18, 2023

Reply via email

Reply via email lets internal users and client users reply via email to messaging email notifications. This feature reduces friction for you and your clients, and makes it easy to quickly respond to messages when you’re on the go. Since this feature is available for your clients too, remember to let you know clients know that they can reply via email as well and don't need to navigate to your portal to send messages.

Signing secrets for webhook events

Webhook events now include a signing secret. You can view a webhook’s signing secret on the Settings > API page by clicking on the webhook’s ⋮ button and then ‘Reveal Signing Secret’.

Performance enhancements

We’ve optimized the Clients page in the dashboard by caching client users. With caching, once data for client users is loaded in your browser, it's stored locally, reducing the need to continuously fetch the same data. These updates resulted in a ~15% page load speed improvement on average, with significantly larger improvements when there are many client users.

Improvements & Updates

  • Messaging email notifications now intelligently group messages by sender. For example, if the same person sends 3 messages, the sender is only listed once.
  • Messaging email notifications now show text formatting. For example, new lines, italics, and bullets format as you'd expect. If you utilize the new reply via email feature and include formatting, the formatting is also displayed correctly in the Messaging App.
July 14, 2023

Improvements & Updates

  • Added a duplicate action for forms.
  • Added a “Don’t have an account?” link on the Sign In page of portals if client direct sign up is enabled.
  • Improved the default sort on the form responses page so that new form submissions show at the top.
  • Improved the performance of the portal Sign Up and Log In pages.
  • Improved the design and animations of the search experience across the product.
  • Improved the design and loading experience for form submissions.
  • Improved the ‘Latest submission date’ calculation in the Forms App. Previously it showed the the latest submission date for all form responses and now it shows the latest submissions date for form responses that you have access to.
  • Improved real-time behavior for Helpdesk articles. If you update which clients can access articles, those changes are now reflected in the client experience immediately.
  • Fixed a bug where in some rare situations clients were not added to company messaging channels when they got assigned to a company.
  • Fixed a bug where if a client user direct signed up, internal users didn’t see the messaging channel show up will all information in real-time.
  • Fixed back navigation from the form response page.
  • Fixed a bug where during the eSignature request flow block placement didn’t work well if a PDF has variable size heights.
  • Fixed a bug where if you refresh the client details page you see a blank screen.
  • Fixed a bug where updating a custom field value for a client didn't show the updated value after navigating to another page and returning without refresh.
  • [API] Added a Create File Channel endpoint.
  • [API] List Form Submissions now returns an empty array if there are no form submissions.
June 14, 2023

Copilot Automations

We're excited to launch Copilot Automations, a set of pre-built workflows available on Zapier and our API that help you save time, reduce human error, and run a more streamlined business. You can browse a directory of the most popular automations and setup instructions here.

Improvements & Updates

  • Simplified the Settings page for internal users. App-specific settings now live on the app's configuration page that you can access by clicking on App setup on the sidebar. Specifically, we moved the settings for the Messaging App (customizing the welcome message), Files App (control over what permissions clients have), and the Billing App (control over accepted payment methods).
  • Improved many small design details in the Forms App – improved padding, empty states, fonts, and more.
  • Improved the default order of columns shown on responses tab in the Forms App – the submission date is now always visible.
  • Improved the URL for the form submission page that clients can access when submitting a form. The new URL is the same for submissions and for viewing a completed form, leading to better real-time behavior and ensuring that links in email notifications always point to the most relevant page.
  • Improved real-time behavior in the Forms App so that client users don't have to refresh to see new form request and so that internal users don't need to refresh to see new form submission notifications.
  • Improved the performance of the Files App for businesses with thousands of clients by implementing paginated loading of channels.
  • Fixed a bug where notifications from new form submissions from deleted clients could not be cleared.
  • Fixed a bug that caused the sample form created for new portals to not be editable.
  • Fixed a bug where the invoice creation flow could not be opened for users who had their browser language set to Spanish.
  • Fixed a bug where in some scenarios internal users couldn't see messaging channels they should have access to if they were removed as the lead but were still set as assignees.
  • [API] Fixed an issue where GET Form Responses failed if the number of form responses was very large.
  • [API] Webhooks now use createdAt instead of created for consistency.
June 7, 2023

Introducing Forms 2.0

We’re excited to announce a redesigned Forms App that comes with support for always-on mode, multiple submissions per client, and more. Along with the product update, we’ve also redesigned our API for forms so that you can more easily set up workflows that begin with a forms submission.

A more powerful & intuitive design

We’ve redesigned the Forms App for both internal and client users. For internal users, when you click into a form you’re now greeted with a more intuitive experience that separates form responses, form requests (i.e. to see who has been assigned a form and has not yet responded), and the form edit experience. We’ve also redesigned the form editor from scratch. For client users, the form submission experience has also been redesigned to be more seamless on desktop and mobile.

The new internal experience
The new client experience

A new always-on mode

When you create a form you now have a new Form visibility section. This gives you the flexibility to select the option Clients can only see the form if you send it to them which works just like our old forms. Or you can select the new All clients can see this form option. When this new option is selected, all clients automatically see this form in their client portal. Selecting this option is a great fit if you want to use the form to let clients submit work requests, support tickets, and more.

Support for multiple submission per form

The support for multi submission enables clients to submit the same form multiple times. Again, this option is a great fit if the form will be used for work requests, support tickets, or similar use cases.

A new Forms API

We’ve completely redesigned the API for our Forms Apps and you can see the new documentation here. This new API design is going to make it much easier to utilize form submission data in Copilot or externally. For example, it’s now seamless to set up workflows where form submissions update client custom fields or create tasks in external products like Airtable or ClickUp.

Other Forms Enhancements

  • Added title cards to the form builder that let you divide your form into sections.
  • Added form previews that let you see what the form submission experience will be like for clients.
  • Added optional question descriptions that let you provide additional context for each question.
  • You can now add single select questions with just one option.

May 30, 2023

Two-Factor Authentication (2FA)

Two-Factor Authentication (2FA) is a new security feature we’re rolling out for users who want an additional security step. 2FA is available for both internal users and client users, and can be set up on the Settings > Account page. To set up 2FA, an authenticator application like Authy, Google Authenticator, or 1Password is required.

Improvements & Updates

  • Added paginated loading of clients to improve the performance when loading a very large number of clients.
  • Improved the custom domain setup process and fixed the connection status so that we don't prematurely notify you that your custom domain is ready.
May 11, 2023

Copilot Launchpad

Copilot Launchpad is our new early access beta group. As part of Launchpad, you’ll automatically get access to new features as we develop them. Launchpad features will be stable and secure, but early enough so that feedback can meaningfully impact the functionality and product design before general release. You can learn more about the program and request access here.  

Notification Center [Beta Access Needed]

Notification center is a feature for internal users that acts as a unified place to see notifications triggered by clients. By giving notifications a dedicated page you can, (1) see more information about each notification like seeing exactly what folders new files have been uploaded in, (2) see a historical log of client activity, and (3) search/browse notifications. Note that this is our first Copilot Launchpad feature and you need to request access.

Improvements & Updates

  • Improved email notification delivery (especially for Outlook email accounts) by improving sender logic.
  • Notifications now exclude deleted internal and client users, thereby improving performance.
  • Fixed a bug where apps set to ‘Open in new tab’ didn’t open correctly if the https protocol wasn't used.
April 25, 2023

Files API

We've made substantial improvements to our Files API. In addition to being able to create folders in the Files App, you can now upload files via API as well. In addition we added webhooks for file.created, link.created, and folder.created events. You can learn more about the updated Files endpoint here and about our webhooks here. Future updates will bring these capabilities to Zapier as well.

Improved Client Details page

We reworked the client details page and improved performance and design. The new page is more snappy overall and makes better use of space.

Improvements & Updates

  • [API] Fixed an issue where the client object showed status=active instead of status=invited when a client user is in invited status.
  • [API] Added linkUrl property to the File object. This property is relevant when a file is added that links to an external URL.
  • [API] Updated the name property on the File object to refer to the folder name. Relevant only when object=folder.
  • [API] Fixed a bug on the get /clients/all endpoint which previously returned one page of clients instead of all clients. This mainly caused issues in Zapier workflows where the search step often didn’t find the expected clients.
April 8, 2023

Continuous Deployments

For the last 2 years, we have aimed to release new features on a weekly cadence. This goal pushed our team to make progress quickly and deliver something valuable every 7 days. During this time we have also invested heavily in our engineering and testing infrastructure. Starting today, we are comfortable doing releases on a continuous basis, which generally means multiple times per day. When a new release is available, you will see a notification above. Simply refresh the page to receive the latest version of our software.

Improvements & Updates

  • Improved the real-time behavior for forms so that new form requests show immediately in the client experience without refreshing.
  • Streamlined the onboarding experience for new customers on copilot.com by initializing new portals with resource cards that are industry and company size specific.
  • Improved the client import flow by adding tooltips and better copy.
  • Improved the design and consistency of the search experience across the product.
  • Improved the sorting logic on Form pages.
  • Fixed an edge cases where invoices showed incorrect due dates on the PDF in rare edge cases.
  • Fixed a bug where client import failed if you include internal user assignees that have been deleted.
  • Fixed a bug where duplicate company messaging channels were created when a client logs in the first time. This scenario only occurred in rare situations where there was already an existing company channel that was manually created.
  • Fixed a bug for where the messaging page had poor layout design on some screen sizes.
March 21, 2023

Invoice and Subscription Templates

You can now create, edit, and delete invoice and subscription templates. To create a new template go to the invoices or subscriptions page and click on the dropdown. There you can see existing templates or click the + button to create a new one. When you hover over an existing template and click on the ⋯ button, you will see actions that let you edit and delete the template.

Demo Portals

We often get questions about what best practices are for setting up a portal and what Apps we'd recommend. So we've set up a few demo portals that you can explore as a client user. To do that, click on one of the demo portals below, create a new client account, and get some inspiration about what is possible using Automations and Partner Apps (for the examples below we used Notion, Calendly, Airtable, Looker, and others) We'll be sharing demo portals for other industries in the future.

  1. "BrandMages" for marketing
  2. "Blacklight Tax" for accounting

Live Demos

We're excited to start our weekly Live Demo and Q&A series. You can sign up for an upcoming session here to watch a full product tour, meet our team, and ask questions.


Upgrade your service business