Kinyarwanda
Oshiwambo
Tagalog
Punjabi
Release notes
Workflow co-pilot, priority chat assignment, and Voice API billing – July 2026
July brings a workflow co-pilot for building AI agents by chat, priority chat assignment, and dedicated Voice API billing, plus analytics and test chat improvements.
Inbox copilot, mediation mode, and CC on Inbox messages – June 2026
June introduces an Inbox copilot with a deeper mediation mode, a live agent activity timeline, and CC on Inbox messages, plus webchat domain whitelisting and several smaller improvements.
Full-screen webchat, AI agent redesign, and Inbox activity log – May 2026
May brings a new full-screen webchat deployment channel, a redesigned AI agent module, and a new activity log in the Inbox. The month also delivers fixes to email threading and chart readability in conversations.
Workflow versioning and database connectivity for AI agents - April 2026
April brings a major expansion of AI agent capabilities – from database connectivity and SQL-powered actions to dynamic chart generation and workflow versioning. Also delivering more webchat customization options.
Extended AI agent capabilities with new workflow actions - March 2026
March brings significant AI-powered additions to the platform – auto-categorisation of chats, AI analysis for tickets, new LLM processing action for AI agents, ticket escalation. team auto-assignment and more.
Local language API and voice improvements - February 2026
February expands voice capabilities across channels and external integrations, brings colour theming to Analytics, and delivers a broad set of filtering, billing, UI consistency, and reliability improvements across the platform.
AI analysis and improved visibility controls - January 2026
January introduces AI analysis – automated conversation summaries plus sentiment and emotion insights – alongside improved inbox visibility, more granular analytics access, and a set of export, filtering, and reliability updates.
CSAT analytics and extended local language support – December 2025
Adds Kinyarwanda and Oshiwambo VoiceAI support, AI agent switching on WhatsApp and Messenger, a redesigned CSAT analytics experience, plus export and reliability improvements.
Real-time insight and conversation language control – November 2025
This release improves live analytics visibility, multilingual control, and webchat integrations, alongside continued enhancements to people management, inbox usability, and analytics reliability.
Product improvements to support growing deployments – October 2025
We’ve introduced key improvements in multi-teamspace inbox management, chat and ticket analytics, and VoiceAI personalisation, alongside broader data control enhancements and platform stability fixes.
Refining quality, security, and usability – September 2025
Smarter AI agent handovers, full action edit history, adaptive response formats, and improved reliability – all designed to keep conversations smooth, secure, and natural.
Major updates across voice, inbox, and reporting – August 2025
We've introduced key improvements in AI assistant switching, agent availability, and enhanced training workflows, alongside various bug fixes.
New tools to manage and test AI assistants – July 2025
We've enhanced ticket filtering, inbox delivery visibility, training modules, as well as rolled out several bug fixes for improved platform performance.
Improving conversations and operational insight – May 2025
We've rolled out major updates to enhance your AI experience, including VoiceAI with ASR/TTS, live rep CSAT ratings, LLM prompt scripting, and more.
Platform enhancements for scale and control – April 2025
We’ve introduced new features to enhance your AI experience, including post-chat surveys, LivingMap integration, and more.
Smarter automation and workflow upgrades – March 2025
We've introduced powerful updates to enhance your AI experience, including AI reply ratings, People API, smarter assignments, new channels, and key bug fixes.