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Big things are here—meet the BoldDesk May 2025 release!
Get ready to supercharge your support workflow with smarter AI, sharper insights, and a completely reimagined live chat experience.
From context-aware automation to real-time conversation upgrades, this release is all about making support faster, smarter, and more personal for both your team and your customers.
But that’s just the surface. Curious what else is new?
In this post, we’ll walk you through the latest features and show you exactly how they can boost your team’s productivity and elevate every support interaction.
Let’s dive in!
| Artificial intelligence | |
| Chat AI | |
| Automation | |
| Ticketing system | |
| User-experience enhancements | |
| Live chat | |
| Agent portal |
|
| Chat notifications enhancements | |
| Omnichannel support | |
| Chat automation enhancements | |
| General updates | |
| Integrations | |
| Mobile application | |
| Dashboards and reports | |
| Admin module | |
| Knowledge base |
AI enhancements: Increased support efficiency
This product release brings powerful AI upgrades to help your team work smarter, not harder. BoldDesk’s AI Copilot and AI Agent now do more than ever to elevate your support operations.
AI suggested response placeholder for email notifications
We’ve introduced a new variable to enable you to embed AI-generated answers in email notifications sent whenever a support ticket is created via email.
This means customers receive helpful, relevant replies immediately, even before an agent steps in.
AI Actions for AI Copilot and AI Agent
With the new AI Actions, AI can now perform operations like canceling or returning an order by calling external APIs or accessing internal systems to check customer license status, retrieve account information, or update records.
This enhancement enables workflow automation, reducing agent workload and accelerating resolution times.
Real-life example
A customer contacts support to request a change of delivery address for an ongoing online order.
With AI Actions:
- The AI Agent automatically engages the customer, asking for the tracking number and the new delivery address
- Once the customer provides the details, the AI:
- Updates the delivery address via the integrated shipping system
- Fetches real-time shipment details, including current status, estimated delivery date, and carrier information, by calling external APIs
- All these actions happen instantly and without agent involvement
The customer receives immediate confirmation and updated tracking info, while support agents are freed up to handle more complex issues. This significantly reduces resolution time and improves customer satisfaction.
AI Agent customization for on-brand support
Give your AI Agent a personality that fits your brand. Choose from friendly, professional, or casual tones and the response length to match your brand style.
You can also fine-tune and test AI replies using a preview tab before sending, ensuring polished and on-brand customer communication.
Chat AI: Boost response speed and accuracy
AI is reshaping customer service and is now powering your live chat. With smart, real-time responses, your team can resolve issues faster and deliver a smoother support experience. Here’s what’s new:
Chat AI Copilot: Your agent’s smart assistant
Meet your team’s new best friend: Chat AI Co-Pilot. This enables agents to respond to customers faster by pulling answers from your knowledge base and resources.
It reads conversations and suggests context-aware replies to customer questions, enabling accurate and efficient support.
An e-commerce brand handles around 500 sizing questions each day. To speed things up, they use Chat AI Copilot to suggest fit advice based on a customer’s message.
- Customer asks, “Will size M fit my 40″ chest?”
- Chat AI Copilot instantly presents the “StyleStreet Size Guide v2” article.
- It suggests, “For Tee X100, size L is ideal for a 40″ chest—slightly loose for comfort.”
This reduces response time from 2 minutes to under 30 seconds, making the support experience faster and more helpful.
Chat AI Summary: Quick insights, instant action
We’ve introduced Chat AI Summary to help you quickly understand the context of any chat conversation without reading through the entire thread.
This update makes follow-ups faster and more efficient by allowing agents to work faster.
They can:
- Instantly view a concise summary of the conversation.
- Understand context faster when picking up chats mid-way.
Real-life example
During a long chat about a delayed shipment and refund, the ticket is reassigned. The new agent clicks AI Summarize to get a quick overview, avoiding the need to read the entire conversation and picking up right where it left off.
- Conversation summary: “Customer inquired about order #12345, originally placed on May 20; shipment delayed by two days.”
- Ticket subject: Drafted as “Refund Request – Order #12345”
- Ticket summary: “Customer reports a delayed shipment and requests a refund. Original order placed May 20; expected delivery was May 25.”
The agent quickly reviews the AI-generated summary, confirms details with the customer, and submits the refund request.
AI auto-fill subject and description
Creating tickets from chat just got easier. When a ticket needs to be created from a chat with pending actions, agents no longer have to summarize the conversation manually.
With this new feature, AI automatically generates a clear subject and a detailed description for the ticket based on the chat history.
This update saves time, improves consistency, and ensures that follow-up actions have full context, boosting the overall efficiency of your support workflow.
Automation updates: Faster workflows
The BoldDesk team has introduced smarter automation and macro enhancements designed to accelerate agent workflows and ensure consistent support delivery.
Placeholder support for set subject action in event automation
Event automation now supports placeholders that let your team automatically customize ticket subjects by adding, changing, or replacing text, making it easier to organize and route tickets the right way.
Real-life example
An eCommerce business uses BoldDesk to manage support tickets for orders, returns, and shipping. To streamline triaging, the team formats subject lines to clearly show the issue type and customer name.
Using the new placeholder support in the “Set Subject” action, they create an automation rule that dynamically formats ticket subjects like this:
[${RequestType}] Issue from ${CustomerName} – ${Subject}
For example, if Jane Smith submits a ticket about a delayed order, the subject is automatically set to:
[Shipping Delay] Issue from Jane Smith – Order #12345 not delivered
Ticket macros for prompt support
Now you can insert canned responses to ticket replies directly through Ticket Macros!
This update enables support teams to respond instantly to FAQs, update ticket details on behalf of requesters, and maintain uniformity across recurring interactions with a single click.
Ticketing system updates: Smarter support
Our ticketing system just got better for increased user experience and support workflows.
Organize ticket forms with field sections for better usability
The new Ticket Forms feature allows you to organize ticket fields into logical groups within forms, making it easier for agents to navigate and fill out tickets.
You can easily drag and drop fields within or across sections to tailor the layout to your workflow. This enhancement boosts ticket readability and reduces agents’ cognitive load by visually organizing complex forms.
Real-life example
An e-commerce company receives various support requests such as order issues, returns, product inquiries, and account problems.
Previously, all ticket fields appeared in a single, long form, making it hard for agents to find relevant fields when handling a specific issue quickly.
With ticket field sections:
The company uses form sections to group fields by category:
- Customer details (Name, email, contact number)
- Order information (Order ID, product name, purchase date)
- Issue details (Issue type, description, attachments)
- Resolution info (Assigned agent, status, internal notes)
When an agent opens the form, the fields are logically grouped and easier to scan. If the ticket concerns a return, the agent can quickly focus on the order information and issue details sections without being distracted by unrelated fields.
Link chat conversations to support tickets
You can now link chat interactions as related conversations within tickets. This creates a clear, unified view of all customer interactions in one place, improving context, continuity, and support efficiency.
Attachments preview now available
Users can now preview supported file types like images, PDFs, and documents directly in their browser without needing to download them, making it faster and easier to access file content.
Share direct links to ticket sub-items for quick access
No more tab switching! Now, you can easily link to ticket subtabs like activities, files, history, insights, and more with shareable URLs for quicker collaboration and seamless navigation.
Agent custom fields included in ticket exports
Ticket exports now support assigned agent custom field values, allowing deeper insights into reporting and accountability.
Get a more comprehensive view of performance metrics and empower data-driven decisions across your support team.
A customer support manager at a large e-commerce brand wants to evaluate how well agents handle inquiries across different product categories, such as electronics and home goods, in preparation for an upcoming seasonal sales surge.Using BoldDesk’s updated ticket export feature, the manager selects custom agent fields such as:
- Agent Name
- Product Line
- Shift/Team
- Supervisor
This detailed export provides a comprehensive report showing how ticket volumes and resolution rates vary by category and team.
These insights help the manager reallocate staff to high-demand areas and ensure smoother customer experiences during peak shopping.
User-experience enhancements: Faster, smoother, easier to use
These are new features and improvements aimed at making the product user-friendly, faster, and more enjoyable to use through design updates, performance boosts, and intuitive navigation. The updates include:
Inline CSAT rating support in chat: Feedback made simple
Customer feedback collection has never been easier. Once conversations end, users can now submit customer satisfaction score ratings directly within the live chat widget.
This seamless in-chat experience makes rating support interactions fast and effortless.
New message count notification: Never miss what’s new
Keep customers informed with our new message count notification feature. When scrolling through conversations to view older messages, customers see a clear indicator of new messages, helping them track unread content while navigating chat history.
Online agent avatars in chat: Put a face to support
Build trust from the first interaction with online agent avatars displayed directly in the chat widget.
This visual indicator reassures users that real people are available to assist them in real-time, creating a personal and engaging experience whenever they start a conversation.
Live chat enhancements: AI-powered real-time responses
We’re excited to introduce BoldDesk’s latest live chat software updates, packed with high-impact improvements for better performance and a smoother support experience.
The highlights of this live chat update include smart context-aware AI, seamless automation, a streamlined user interface that makes helping customers smoother, and many more.
Chat SLA support: Stay ahead of response goals
Is your team struggling to meet response times and deliver reliable support every time?
To solve this, we have introduced a chat SLA (Service Level Agreement) to ensure timely, reliable support. It allows you to:
- Configure Response Due and Resolution Due times for incoming chats.
- Automatically track SLA compliance across conversations.
- Prioritize chats based on urgency and deadlines.
- Meet support goals faster with timely agent actions.
This reduces the number of missed response targets, promoting a consistent support that builds customer trust.
Real-life example
An e-commerce site promises VIP shoppers a first reply within 10 minutes and full resolution within 30 minutes across approximately 200 chats/day.
- At 09:00, a chat about an order is marked with a red timer for missing the initial reply deadline.
- At 09:05, the system alerts the assigned agent: “VIP SLA breach imminent.”
- If there’s no action by 9:10, the chat is automatically escalated to a senior specialist.
By enforcing chat SLAs, the brand meets its guaranteed chat response times consistently.
Live chat widget enhancements: Personalize your widget
This includes intuitive and user-friendly customizations that let you tailor the chat widget’s appearance, behavior, and functionality, making it helpful and aligned with your brand. The enhancements include:
Tailor the widget with custom CSS & JS
Take complete control of your chat experience with Custom CSS and JavaScript support for the live chat widget.
This enables deep customization, whether adjusting the widget’s appearance or adding custom functionality, to align with your brand identity and specific user needs.
Direct user identity verification without extra steps
Protect your conversations with user identity verification using secure signed keys. Automatically load verified user information into the chat widget, ensuring conversations begin with trusted data, improving accuracy and security without requiring manual data entry.
Customize session data storage options: Cookies or local storage
Configure your chat widget’s behavior with customizable storage strategies for session data.
Choose between cookies or local storage based on your application’s specific requirements, offering greater control over session handling and data persistence.
Real-life example
An e-commerce brand configures chat to use local storage for chat session data. When a shopper asks about a faulty hair dryer, the agent can open a new browser tab, and the entire conversation reappears instantly.
- The chat is stored in the agent’s browser, not on the server.
- If the agent switches tabs or returns later, BoldDesk reloads the conversation automatically.
- The support agent sees the entire exchange without needing to refresh.
The result? No lost context, quicker answers, and fewer repeated questions.
Web SDK support for complete chat widget control
With the introduced Web SDK support, users can easily connect the chat widget to their web apps, giving them full control over how it looks and behaves.
iframe support for chat widget
Our new iframe support allows teams to embed the chat widget directly within page layouts without launcher buttons, creating immersive support experiences that feel native to your application.
Agent portal enhancement: Built for speed and simplicity
There are live chat feature upgrades to the agent portal that improve usability, speed, and access to key information, helping support teams work efficiently. Enhancements include:
Customer typing indicator in agent portal: Anticipate incoming messages
Agents can now see real-time typing indicators as customers compose replies. This helps agents prepare responses and stay ready for incoming questions.
Find conversations instantly using text-based search in chat
Agents can search for chat conversations using keywords or phrases to locate specific messages without scrolling through endless chat histories.
Instant access to canned responses using #
Agents can type # in the message editor to quickly access canned responses, making conversations faster and more consistent.
Link help articles and URLs within chat conversations
Users can share relevant resources effortlessly by linking help articles and external URLs directly in chat conversations.
This streamlines issue resolution by providing quick access to documentation and helpful web pages, guiding customers toward solutions more efficiently.
Placeholder support to personalize canned responses
Canned responses now include placeholders for names, emails, and other details, letting users send quick, personalized replies at their convenience.
Manage chat views effortlessly
Agents can now customize how they organize and access conversations with enhanced chat view options in the agent portal:
- Edit existing views to adjust filters and settings.
- Clone views to create variations faster.
- Set a default view to start each session with a preferred layout.
These improvements help agents work more efficiently and tailor their workspace to their workflow.
Copy message links to reference specific chat messages
Agents can now copy direct links to specific chat messages, making it easier to reference key points in conversations.
This streamlines internal cross-team collaboration and makes follow-ups easier with clear context.
Real-life example
A customer on an e-commerce site asks a complex question about smart home device compatibility.
- Agent copies the link to the customer’s specific question.
- Shares it with the technical team.
- Other technicians click the link and see the exact message in context.
- They respond with a clear, detailed answer, so there is no need to scan the full chat.
This speeds up collaboration and ensures accurate responses without back-and-forth delays.
Faster loading for on-demand WhatsApp templates
This new update enhances WhatsApp templates by supporting on-demand loading. This significantly improves initial load times and is especially helpful to teams managing multiple templates.
Responsive agent portal web layout: Works on any device
The agent portal is now fully responsive, meaning it adapts seamlessly to different screen sizes, letting agents work efficiently on a desktop or tablet.
Chat notifications enhancements to improve visibility
These chat notification upgrades help your team respond faster by automating replies, routing, and workflows, making support smoother and less stressful. Here’s what’s new:
Real-time push notifications for unassigned conversations
This live chat update allows agents to receive push notifications when replies or internal notes are added to unassigned conversations, keeping teams synchronized and responsive.
Instant in-app notifications for assigned conversations
Agents now get real-time in-app notifications to stay informed about activity in their assigned chats from their agent portal. They are received when:
- A new conversation is initiated.
- A customer replies to an ongoing conversation.
- A teammate adds an internal note.
These notifications enhance visibility, helping agents respond faster and stay aligned.
Manage email participants by controlling external notifications
Teams can configure notification preferences for email participants in chat conversations, providing easier external communication control.
Omnichannel improvements: One view, every channel
We have introduced enhancements that unify conversations across email, chat, and social channels, giving your team a complete view and customers a seamless experience. Below are the omnichannel updates:
Connect to WhatsApp easily via the Gupshup integration
Teams can now manage WhatsApp conversations directly from BoldDesk through Gupshup integration, expanding support channels to reach customers where they are.
Multi-login for Facebook and Instagram: Manage multiple accounts seamlessly
This update allows agents to log in with multiple Facebook profiles, seamlessly handling chats from various Facebook pages and linked Instagram business accounts in a unified place.
Edit/delete Telegram messages and Facebook comments
Agents can now easily edit or delete Telegram messages and Facebook comments directly from BoldDesk, allowing quick corrections and greater control over social media conversations.
Chat automation enhancements: Smarter workflows, faster resolutions
The latest chat automation improvements are meant to improve workflows by reducing manual effort and ensuring agents resolve queries faster. Features include:
Flexible workflow block management: Add or remove anywhere
Agents can add or delete blocks anywhere within a workflow, not just at the end, as was previously the case. This makes it easier to modify and reorder automation logic.
Edit workflows safely with draft version support
Workflows support draft versions, letting teams make changes to active workflows without deactivating them until they are ready to publish.
Add business hours condition in workflows for a context-aware automation
Workflows can include conditions based on business hours, enabling different automation paths during business hours versus after-hours scenarios.
Rich text formatting and emojis in workflows for automated messages
Workflow messages now support rich text formatting and inclusion of emojis, making automated responses more engaging and expressive for customers.
Reusable auto-assignment settings to streamline workflow setup
Auto-assignment configurations can be reused across multiple workflows, eliminating repetitive command setup and ensuring consistent assignment rules.
Track and troubleshoot with workflow execution logs
Teams can view workflow execution logs in real time to monitor performance, troubleshoot issues, and validate automation runs.
General feature updates
At BoldDesk, we’re always working to make support more accessible, efficient, and collaborative.
New language support for broader global reach
We’re thrilled to expand our multilingual support to include the following six additional languages: Serbian, Latvian, Croatian, Slovenian, Tamil, and Sinhala.
With support for 40 languages, BoldDesk enhances usability for global teams and improves customer experience across more regions than ever before.
Enhanced integrations: Streamlined support
Our integration ecosystem is expanding, bringing more power, automation, and seamless workflows to your support operations.
This release includes major updates designed to unify communication, reduce manual effort, and deliver a superior customer experience.
Auto-merge ticket app for unified conversations
No more duplicate tickets cluttering your support queue. The new auto-merge tickets app automatically combines multiple requests from the same customer into a single, unified thread helping admins deliver faster, more efficient support.
This powerful update offers:
- Smart merging that matches tickets by customer email and subject line
- Customizable merge window to define how far apart issues can be merged
- Clear audit trail with merge notes providing full context and transparency
- Reduced clutter so your team can focus on solving problems, not managing duplicates
- Primary connector that identifies related tickets through email ID and subject matching
Real-life example
Sarah, a regular customer at an online fashion store, experiences issues logging into her account during a weekend sale.
Frustrated and eager to access her cart, she sends three separate emails:
-
“Login Issue – Can’t Access My Account”
-
“Urgent: Still Can’t Log In”
-
“Follow-up on Login Problem”
With the auto-merge app, the system recognizes that all messages are from the same customer and contain similar subject lines. It merges them into one unified ticket thread to avoid clutter.
Sync contacts, groups, and tickets with Salesforce in BoldDesk
We’ve introduced Salesforce integration enhancements to enable deeper synchronization of customer data, contacts, and ticket activity.
This integration entails the following capabilities:
- One-way or two-way sync: Control how contacts and accounts flow between platforms
- Real-time updates: Automatically sync data for consistency across systems
- Ticket sync: Support tickets in BoldDesk® can now appear as cases in Salesforce for a complete view of customer interactions
- Sync dashboard: Monitor sync history and troubleshoot errors with ease
Ozonetel integration for streamlined call support
We’re thrilled to announce Ozonetel integration with BoldDesk!
This powerful update lets you handle all your call-related tasks like making, receiving, and tracking calls—right from within BoldDesk for a more connected support experience.
The following are the key capabilities of this integration:
- Direct call access: Make and receive calls without switching apps
- Efficient call transfers: Easily forward calls to available team members for faster response
- Automatic call recording: Keep recordings for quality assurance and compliance
- Ticket automation: Create tickets from inbound, outbound, and missed calls for complete visibility
Call transcript support for Ringover & Aircall
We’ve added call transcription capabilities for Ringover and Aircall integrations.
Agents can now view full conversation logs directly within ticket threads, helping them track conversations for accountability and deliver more personalized, efficient responses.
Mobile app enhancements: Support on the move
BoldDesk’s mobile application facilitates customer support on the go with these advanced feature updates.
Improved ticket navigation for enhanced efficiency
We’ve added a new ticket navigation feature on the ticket details page, allowing you to move between tickets effortlessly without going back to the main list.
This enhancement makes it easier and faster for users to review multiple tickets in a row.
Enhanced ticket reply on tablets
Replying on tablets is now smoother than ever. With an inline editor optimized for touch screens, agents can type replies to tickets seamlessly while managing customer interactions more comfortably.
Add chat participants on the go
Previously limited to the web, the Add Participants feature is now supported on mobile! You can seamlessly include additional users in ongoing chat conversations to foster effective collaboration—anytime, anywhere.
All messages are also emailed to added participants, ensuring everyone stays in the loop.
Edit and delete messages on Telegram
Easily correct mistakes, reduce errors, and update clear information with the new edit and delete support for Telegram messages directly from the BoldDesk mobile app.
Dashboards and reports: Insights, your way
Get ready to harness the full power of data with the latest enhancements to BoldDesk’s reporting and analytics capabilities.
AI reports for smarter monitoring with purpose-built dashboards
We’ve introduced two new AI-focused reports to help you better understand how AI drives productivity and support quality.
AI usage dashboard
With this dashboard, you can easily track and break down total AI requests by agent and feature, such as AI Agent, AI Copilot, and AI Assist, to identify usage patterns and optimize performance.
AI conversation report
View and track conversations and questions handled by AI Agent and AI Copilot, including the number of answered and unanswered questions.
Real-life example
A support manager at a growing e-commerce brand checks the AI usage dashboard in BoldDesk and discovers that AI Copilot handled 65% of order tracking queries over the past month.
With this insight, the team prepares for the upcoming holiday rush by automating more routine queries, such as shipping updates and return statuses.
Save your ideal view on system dashboards
No more resetting your preferred layout! Users can now save their favorite chart type and group-by settings for each system dashboard.
What this means for you:
- A personalized experience tailored to how you analyze data
- Faster decision-making with consistent, ready-to-go views
- Time savings to eliminate repetitive configuration
- Improved insight accuracy through uniform data presentation
Persistent column selection for underlying data
Your chosen column layout now stays just the way you like it. BoldDesk will automatically remember your selected columns when viewing underlying data in both system and custom dashboards.
Preferences are saved per module and reloaded every time, giving you a consistent, personalized view. Need a fresh start? You can reset to the default layout anytime.
Custom dashboard enhancements for deeper insights tailored your way
We’ve expanded the flexibility of our custom dashboards to include:
- Additional module support: Bring together data from Chat, SLA, Customer Satisfaction, and Knowledge Base
- Advanced grouping options: Use multi-select dropdowns, lookup fields, and dates to segment data
- Flexible date/time formats: Choose weekly, quarterly, 12-hour, or 24-hour formats to suit regional preferences
- New relative date presets: Quickly apply filters like WTD (Week to Date), MTD (Month to Date), and YTD (Year to Date)
Include chat data in scheduled reports for complete visibility
You can now add the chat module to your scheduled reports in BoldDesk, giving you a fuller picture of your support operations. These reports are automatically generated and delivered with chat-specific insights, customized with your preferred filters and columns.
This update makes it easier to monitor real-time support performance, spot trends, and optimize live chat strategies—all without lifting a finger.
Admin module: Improved form features
The BoldDesk team continues to streamline the admin experience with powerful enhancements designed to improve form usability and data accuracy. Here’s what’s new:
Placeholder support for custom fields
Admins can now add placeholder text to custom fields, giving users helpful hints when fields are empty.
These placeholders guide users on what information to enter, improving clarity and accuracy, and making forms easier to complete.
Real-life example
A support agent at an online fashion retailer creates a ticket for a customer who urgently needs to update the shipping address for a time-sensitive order.
While entering the customer’s contact info, the placeholder support in BoldDesk helps avoid delays by displaying:
- Phone field hint: Displays “e.g., +49-XXX-XXX” (country code first)
- Email field hint: Shows “name@company.com“ format
Guided by these clear formatting hints, the agent inputs the correct phone number and email address on the first try.
This ensures the warehouse team can contact the customer immediately, preventing a missed delivery and maintaining a clean CRM record.
Decimal and numeric custom field enhancements
We’ve also enhanced decimal and numeric custom field types to give you more control and regional flexibility.
What’s new:
- Min & max value limits: Set acceptable input ranges to prevent errors and ensure consistent data entry
- Regional number format support: Choose number formats tailored to your region, such as US/UK/Canada, Europe, South America, South Asia, and France/Nordic countries for a localized and user-friendly experience
Knowledge base enhancements: Streamline self-service like never before
We’ve revamped our knowledge base software with the following features for a seamless self-service experience for your team.
Bulk update articles to manage content at scale
Say goodbye to repetitive tasks! With the new bulk update feature, you can now edit multiple articles at once, saving valuable time while ensuring your documentation stays accurate and up to date.
You can update fields such as author, status, assignee, tags, comment, category section, and many more with just a few clicks.
What’s coming next?
At BoldDesk, we’re always working to bring you the most impactful and user-friendly features to elevate your support experience.
Here’s a sneak peek at some exciting integrations coming your way soon:
- Twitter (X) integration
- TeamViewer integration
- LINE integration
Explore our roadmap to stay updated on what’s next!
Elevate your support experience with the latest BoldDesk updates
Packed with powerful enhancements, these updates are designed to boost agent productivity and deliver a more seamless, intelligent, and efficient customer support experience.
With BoldDesk®, your support team is empowered and equipped more than ever to deliver fast, accurate, and exceptional customer service with the updates in this release.
Have questions or need assistance? Reach out to our BoldDesk support team—we’re happy to help you get started with the latest features.
We’re committed to continuously improving BoldDesk to meet your evolving needs. Stay tuned for more updates, and as always, we’d love to hear your feedback!
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