Welcome back everyone and happy new year.

We’re kicking off 2026 with a small but useful change to how you reach us from inside Annature: we’re moving our live chat and support workflow into Productlane. This isn’t a big change for you — it’s just us getting better tools so we can help you faster and more clearly.

Why we’re changing things

Right now our Hubspot live chat is doing too many jobs. People use it for urgent issues, slower non-urgent support requests, and feature ideas — all in the same place. That makes it harder for you and for our support team: conversations get mixed up, long-running items get lost in chat, and there’s no public place for customers to see what we’re working on or vote on features.

Productlane lets us tidy that up. We’ll keep the realtime chat you already rely on for urgent help, move slower support work into a proper support portal, and give feature requests a dedicated public Requests page that doubles as a roadmap.

What’s changing (and what isn’t)

• Live chat (immediate help) — stays. The chat experience will be the same, but it now runs through Productlane. You’ll see a new ( ? ) widget with a Chat with us button in the bottom-right of the app — the same icon you used to open this changelog. Click that to speak to the team in realtime for things that need an immediate answer.

• Support requests (non-urgent) — moves to a dedicated support portal. Use this for queries that need more context or time (things that may take hours or days). You’ll sign in with your Annature account and open a ticket. That helps us give you clearer updates and track work properly.

• Feature requests and roadmap — gets a proper home. We’re adding a Requests page where you can submit ideas, see what we’ve reviewed, check the pipeline, and vote on features that matter to you. It makes our roadmap transparent and lets you help prioritise what we build next.

Note: The Requests page will be pretty empty at first — we’ll be filling it over the coming weeks as our team prepares the 2026 roadmap. If you don’t see much there yet, don’t worry — we’ll be adding items and context shortly.

This isn’t a new support process to learn — it’s just a cleaner one. The people answering your chats are the same; we’ve simply given them better tools to manage and follow up.

In short

• For urgent help: click Chat with us (bottom-left) and open a live chat.

• For issues that need tracking, files or a longer response: open a support request in the Support portal.

• For product ideas and voting: use the Request a feature page to submit and follow items on our roadmap.

We still have a few open live chat conversations in HubSpot, so while you won’t be able to continue those threads in the old widget, we’ll close them off over the next week and follow up by email as needed.

If anything feels odd during the switch, tell us in chat and we’ll sort it quickly.

Corey.