Consio contacts can now be linked to multiple Shopify profiles. Customers who have more than one Shopify account are automatically merged into a single Consio contact, giving you a complete view of their history across all their profiles. Agents can switch between linked Shopify and Klaviyo profiles directly from the sidebar, so nothing gets missed regardless of which account the customer used to place their last order.

This should significantly reduce duplicate contacts across your workspace, and improve attribution when a customer calls from a number associated with a different Shopify profile than the one they ordered with.

Agent availability breakdown

A new Availability tab on the Agents page shows how much time each agent spent in each availability status over a selected period. Managers can now identify agents who are frequently unavailable during business hours without having to dig through individual call logs.

→ View agent availability on Consio

AI agents can now see recent SMS exchanges with a customer

AI agents now have access to recent SMS exchanges with a customer at the start of every call. The context includes inbound and outbound messages from the last 90 days, capped at 10 messages. This gives agents much better continuity when a customer has already been interacting over text, without needing to ask what was already discussed.

Other improvements

• AI agents: AI agents now use the new inbound call dispositions introduced last week, Warm lead and Spam.

• Inbox: AI-sent SMS messages are now displayed with a different background color in the conversation timeline, making it easier to tell them apart from human-sent messages.

• Dialer: Customers can now be added to the blocklist directly from the dialer screen, without leaving the call flow.

• Dialer: Fixed a bug where deleted calls were showing up in the dialer queue, sometimes leaving agents with no callable number.

• Login: The one-time login code is now included in the email subject line, making it faster to retrieve without opening the email body.

• Onboarding: Several friction points in the sign-up and OTP flow have been fixed, including back navigation, a clearer workspace creation step, and better handling of edge cases.

• Live monitoring: Suspended and invited users no longer appear in the live monitoring view.

• Billing: Fixed a bug where resubscribing after a plan cancellation would fail.