Bre comes from a world of technical support and customer education that's led her to technical writing, customer marketing, and product marketing. When she's AFK, you can find Bre backpacking in the Rockies or throwing her club and kicking the ball off the tee in a friendly game of golf.
What’s New in Postscript: May 2026 Product Updates
This month's releases span from popups and acquisition tools to Postscript AI improvements and Flow Builder updates. Read on to see what's new in your Postscript account.
Shopper Now Escalates Directly to Your Help Desk
Shopper handles on average 92% of all conversations without ever needing escalation. For the 8% that do (cancellations, order issues, edge cases), Shopper can now escalate them directly to your help desk without making the subscriber switch channels.
When a subscriber needs CX support, Shopper detects escalation signals, creates a Gorgias or Zendesk ticket with the last 10 messages for context, and pauses automatically while your team handles it. Once the ticket closes, Shopper picks back up. The subscriber stays in the same SMS thread the whole time.
Available now for brands using Gorgias or Zendesk. Visit your Shopper Settings page to activate.
Shopper Gets More Interactive on RCS
For brands live on both Shopper Responses and RCS, Shopper now sends tappable Suggested Replies and Product Link Actions to RCS-eligible subscribers. Suggested Replies reduce typing and friction within conversations. Product Link Actions surface product recommendations as tappable buttons instead of inline links. Non-RCS subscribers continue to receive plain text SMS with no change to their experience.
Available now for all brands on Postscript AI and RCS.
Send Feedback on Any AI-Generated Message
Brands can now thumbs down, select a reason, and add context on AI-generated messages across every surface: Infinity Testing Campaigns and Automations and Shopper. After submitting, users are guided directly to the relevant setting to address the underlying issue.
Available now for all brands on Postscript AI. Take a look in Brand Center >
Messages Can Now Be Traced By Titles
Flow Builder actions now support editable titles. Every send message and split action gets a readable label like "SMS: Cart Reminder". Those titles will appear in analytics, data exports, and billing, so you can trace performance back to the actual message without cross-referencing flows by hand.
Available now in Flow Builder.
Set a Fallback for Any Merge Tag
Merchants can now set an optional fallback value on any non-link merge tag in standard flows. When a subscriber is missing the data (for example, a first name), the fallback swaps in at send time. "Hey {first_name}!" can become "Hey there!". Works for first name, custom properties, or any other merge tag.
Available now for all shops.
Dynamic Product Photos Now Work in RCS Cards
RCS cards and carousels now support dynamic product photos for supported automation trigger events. The same functionality merchants use in MMS is now available for RCS, and the dynamic photo reference syncs automatically to the fallback message so there's no need to add it twice.
Available now for all shops.
Target Popups by City or State
Merchants can now configure popups to show or hide based on specific states and cities. Sports apparel brands can highlight region-specific products. Brands with retail locations can tailor messaging to local shoppers. Rules use AND logic, so targeting stays precise.
Available now for all shops. Jump into your popups >
Add an Embedded Form Anywhere
Embedded Forms are a new opt-in surface that merchants can drop on any page: Shopify, headless sites, blogs, or anywhere else. Copy one code snippet from the editor, paste it wherever the form should appear. Embedded forms support welcome messages, custom properties, and the same blocks and styling as popups and landing pages.
Available now for all shops. Get started >
Editor and Targeting Improvements
This month, we also released a set of smaller updates across popups, landing pages, and embedded forms, all direct from merchant feedback:
Spin-to-Win popups can now auto-spin and auto-advance on open, no button click required.
Countdown timer timezone search now returns sensible results when you search by city name, regional shorthand, or UTC offset.
Landing pages support custom favicon uploads so the browser tab matches the brand.
The popup list can now be filtered by status — active, scheduled, and more.
Popups can open directly in teaser mode for a less disruptive first impression.
The teaser button now exposes the same hover-state controls as every other button block in the editor.
Available now for all shops.
Cloned Popups Stay Synced with Your Automations
When a popup is cloned, the clone is automatically added to any automation subscriber filters the original popup was already in. No manual updates needed across multiple automations.
Available now for all shops.
Smarter Winner Selection for UCTR-Optimized Campaigns
When you optimize an Infinity Testing Campaign for UCTR, Postscript AI now selects the winning variant using a two-part approach. First, it looks at variants with UCTR lift over the inspiration message and identifies which of those also drive EPM lift. Among that group, the variant with the highest UCTR lift wins. If no variant drives EPM lift, the winner is determined by the variant with the highest UCTR overall.
UCTR stays your primary optimization metric, and the variants most likely to drive clicks are also the ones most likely to drive incremental revenue.
Available now.
Send Your ITC Draft for Review in One Link
Need to get sign-off on an Infinity Testing Campaign before it goes out? Copy a link from the Selected view of your ITC draft and send it to anyone on your team. They land with the AI-generated variant drawer already open and messages pre-filtered to the selected variants. Approve, edit, or unselect variants before scheduling or launching, no extra clicks required.
Available now. Take a look in Flow Builder >
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