Long conversations open faster on the web

Opening a conversation on the web used to load every message it had ever held, so the longer you worked with a specialist, the longer each chat took to appear when you switched to it. Chats now load only their newest messages, the way conversations in the mobile app already do, and bring in older ones as you scroll up. That covers specialist conversations and the chats you use to edit a workflow, app, skill, or custom integration. How long a chat takes to open no longer depends on how old it is.

How it works

• Newest messages first. Opening a chat reads its most recent 100 stored messages, back to the question that began that stretch, so a reply is never cut in half. Each step an agent takes counts as a message, so that can be a handful of exchanges, and one very long reply still loads in full.
• Older messages load as you scroll. The next stretch starts loading about a screen before you reach the top, so you rarely wait for it.
• Your place stays put. Older messages appear above what you are reading without moving it.
• Files fill in as you go. A conversation's Inputs and Outputs in the side panel list files from the messages loaded so far, so an older file appears there once you scroll back to it.