See the topic and sources behind every message

The inbox now shows what Aide already worked out about each conversation: the topic of each customer message, the articles Aide answered from, and when Aide is writing a reply. Chats your team handles are tagged with a topic too, so topic scenarios, routing and reports cover them. When no topic fits a message, Aide suggests one right on the message, so you can build your topics as conversations come in instead of writing them up front.

How it behaves

• Topics on every customer message: each message Aide classified shows its topic as a chip. Open it to see how sure Aide was and mark it right or wrong; your answer trains Aide. "Add topic" tags a message by hand.
• Topic in the list and details: the conversation's current topic shows on its row in the list and in the details panel, instead of "None detected".
• Chats a teammate handles get a topic: before, only chats Aide answered and emails were tagged. Now a chat message Aide doesn't answer (Aide off, a teammate handling it, the customer asked for a person, or Aide paused outside hours) is tagged as well, so scenarios and routing rules with a topic condition match it.
• Suggested topics: when none of your topics fits a customer message (or you have no topics yet), the message shows a dashed "Suggested" chip with a topic name Aide proposes. Open it to check the name, description and group, then add it in one click. Adding it tags every message Aide suggested it for and keeps them as training examples. Messages that ask the same thing share one suggestion, which shows how many messages it was seen in. Dismissed suggestions are not proposed again. Suggested topics don't trigger scenarios or routing until you add them.
• Sources under Aide's replies: the articles Aide answered from show under its reply, with how relevant each was. Rate a source to tell Aide whether it should have used it.
• Aide is typing: while Aide writes a chat reply, the conversation shows it, as the customer sees in the widget.
• List rows say more: each row shows the latest message, and marks conversations with a Copilot draft ready or a scenario that ran.
• Past conversations: chats a teammate handled before this change keep no topic; only new messages are tagged.

Also in this change

• Snoozing shows in the conversation's timeline, with the time it wakes.
• When a customer answers "Did that solve it?", their answer shows under Aide's reply.
• The details panel shows the customer's photo, whether the visitor is verified, and who resolved the conversation.
• The SLA badge shows when a target was met or breached.
• Formatted emails can be viewed as the customer sent them.

For developers

• GET /v1/conversations/:id: each topics item adds emoji, confidence and messageId.
• GET /v1/conversations/:id/messages: each message adds topics (topic, confidence, and the training example a teammate saved for it) and knowledge (the documents an Aide reply used, with score and your vote).
• GET /v1/conversations items add topic, scenarioRan and draftReady.
• Messages add suggestedTopic (id, name, description, groupName, messageCount), set while a suggestion waits for a decision. New POST /v1/topic-suggestions/:id/accept (optional name, description, categoryId of a group, or groupName to find or create one) and POST /v1/topic-suggestions/:id/dismiss, both returning the topic_suggestion; deciding twice is a 409 suggestion_decided.
• The message.created webhook's message adds topics and knowledge (feedback is always null there), and conversation.* webhooks add topic, scenarioRan and draftReady.

All changes