Product Update - October 17, 2026

Customer Hub Messages — customer success messaging and a shared inbox for customer conversations

Customers can now message their customer success team from Customer Hub › Messages, on desktop and on the phone. The team answers from one shared inbox in Mango CS. A message goes to the account's customer success manager, or to a backup or a fallback team when that manager is away. Replies can include files, customers can answer by email, and only the people in a conversation can see it. In the team inbox, staff filter by unread messages, mentions or messages still waiting for an answer. They can leave internal notes the customer never sees, and they can use AI to summarize a thread or draft a reply, which is never sent automatically. Administrators can send one announcement to many customer accounts, and each customer gets a private copy they can reply to. A customer success manager can share a call or meeting recap with the action items each side agreed to, and each side ticks off its own items. Any thread can be translated into the reader's language, and a customer message left unanswered now lowers the account's health score.

Use case: After a quarterly business review, a customer success manager sends the customer a recap listing what each side agreed to do, and the customer's administrator ticks off their items in Customer Hub as they finish them.

Available in: Mango CS → Messages, and Customer Hub → Messages

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Private Feedback on Posts — send private feedback on an internal communications post

Readers of a company post can now send its author private feedback instead of writing a public comment. This helps on announcements where comments are turned off. Only the author and the sender can see the note. The author gets it in their Inbox and can reply, mark it resolved or reopen it later. A Feedback page lists the notes each person has received and sent, by status, on desktop and on the phone. Feedback always shows who sent it, so authors know who to follow up with.

Use case: A store associate notices that a benefits announcement lists the wrong enrollment deadline and lets the HR author know privately, and the author replies once the post is corrected.

Available in: Communications → Post menu → Send private feedback, and Communications → Feedback

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Run a Playbook from a Form — start an automated playbook when a form is submitted

Form workflows have a new "Run a playbook" step that starts one of the company's playbooks for each submission and passes it the submitted answers. A submitted form can now set off a multi-step process, such as an incident follow-up or an equipment request, with no manual work. Only administrators can add or change this step. Runs per step are limited each hour, and the step stops when AI Operations is paused. Every workflow step now also records what it did for each submission: whether it ran, was skipped and why, or failed. Form managers see this as a run count, a list of runs, and the steps listed on each submission's page.

Use case: A facilities manager connects the maintenance request form to a playbook that assigns the work order and notifies the site lead, and can check on each request's page that the playbook ran.

Available in: Forms → Integrations → Workflows → Run a playbook

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