#004: Inbox Contact Sidebar, Human Agents & New Integrations

November 19th, 2025

This release focuses on making conversations easier to manage, giving AI more reliable context, and simplifying how you integrate Invent into your existing tools and pricing.

We've been crafting for you for the last two weeks, and here are the updates.

The right-hand contact sidebar now gives you a complete view of who you’re talking to:

Channel, name, languages, browser, and OS in one place
Clear “Assistant” and “Agent” selectors at the top so you see who’s handling the chat
Inline editing for key details, without leaving the conversation
You can keep the conversation open in the middle while quickly checking context and updating information on the side.

Contact details and saved customer memories for Maya, including her assigned agent, languages, device info, and ordering preferences.

Memories now live directly in the Contact Sidebar and update as you use the assistant:

A simple list of short memory chips (e.g. “Always orders pizza with cheese”, “Likes cars”) with type and date
Easy to scan while you’re replying, so you can personalize messages
Shared between AI and human agents, so everyone works from the same context
The assistant can also create new memories over time, which appear here automatically.

At the top of the sidebar you’ll see a dedicated Assistant row:

Shows which AI assistant is currently active for that conversation
Makes it clear which “brain” is answering (e.g. “My Super Assistant”)
Keeps assistants and human agents visually separated: one row for Assistant, one for Agent
This helps you quickly confirm if the right assistant is attached, especially when you manage multiple assistants across brands or teams.

Human Agents

Right below the Assistant you’ll find the Agent selector.

You can now:

Assign a conversation to a specific Human Agent from the dropdown (e.g. “Jorge Trujillo”)
See at a glance who owns the conversation right now
Keep AI active while still having a clear human owner

This makes handoffs simple: users can request a human, and you assign the chat to the right person in one click.

Agents & Assistants settings page showing a voice agent named Gigi Hamilton and a user, Alix Gallardo, listed under Agents with an enabled status toggle and an Add Agent button.

Managing agents in the Agents & Assistants dashboard, under Gigi Hamilton Assistant, Alix Gallardo configured as active agent.

Re-Assign conversations

If a conversation needs to move, you can re-assign it from the same Agent selector:

Change the Agent without losing context or history
Make it obvious who is currently on point in the sidebar and in the timeline
Keep teams organized as conversations move between people or shifts

Chat events &timeline

Under the conversation, you’ll now see a clearer event trail that shows what’s happening behind the scenes, for example:

“AI disabled itself”
“AI assigned this conversation to Jorge Trujillo”
“Jorge Trujillo enabled the AI”

Along with other events like:

Assignments and re-assignments
Status changes
AI on/off actions

This gives you a simple, readable timeline so you always know who did what, and when.

GPT 5.1 and GPT 5.1 Reasoning (“Thinking”) are now available

GPT 5.1 Reasoning is better for research, analysis, and complex tasks.

From now on, we’ll aim to include a Reasoning version for each model in the selector, instead of only the default/base variant.

You get more control over speed vs depth depending on the use case.

Model selection menu in a chat interface showing options including Auto, ChatGPT, Claude, Gemini, Grok, GPT‑5.1, GPT‑5.1 Reasoning (selected), and GPT‑5, with icons indicating image and file capabilities.

Invent now supports the latest models, including GPT‑5 and GPT‑5.1 (with a dedicated GPT‑5.1 Reasoning mode) alongside ChatGPT, Claude, Gemini, and Grok.

Italian, CASA II & Gmail

We’ve added:

Better support for Italian
Support for CASA II requirements and Gmail approval

This makes it easier to run Invent in more regions and channels with the right safeguards.

Native integrations: Zendesk, Linear & Trello

Zendesk, Linear, and Trello integrations are now available directly through Invent Assistants and Chatbots.

You can now:

Zendesk: Create, search, update, get, add notes, and reply to tickets
Linear: Create, get, comment, update, and search issues
Trello: Create, update, comment, move, search, and archive cards
All from your existing channels like WhatsApp, Slack, or your website.

Connect Invent with your favorite tools, including Linear, Zendesk, and Trello.

Transparent pricing & cost calculator

Invent pricing is usage-based: we charge per message.

Your monthly cost depends on:

How many messages your assistant sends
The AI model you choose (OpenAI, Grok, Claude, Gemini, etc.)
Whether it processes media (images, audio, PDFs)

This keeps costs aligned with actual engagement. On channels like WhatsApp and Instagram, if your assistant only replies to user-initiated conversations, your costs stay low.

You can estimate spend using our cost calculator on the Pricing page.