Release notes

VoiceAI – new channel integrations

VoiceAI is now available on Messenger, Telegram, and Webchat – enabling organizations to provide seamless, voice-enabled customer experiences across the most popular digital channels.

Conversation tester

A new expandable side panel in the AI assistant module enables real-time testing of assistant behavior without disrupting your workflow. Changes made to training data – such as documents or URLs – are instantly available for validation.

Key capabilities include:

• Test LLM replies and custom actions immediately
• Refresh the conversation to observe changes
• Access test chats in the inbox to simulate live support flows

Improved ticket exporting

Streamlined ticket batch-export based on selected date ranges or filters. This makes it easier for teams to generate targeted reports and share relevant cases for audits, reviews, or handovers.

Anti-spam safeguards

New rate-limiting and character-based controls have been added to prevent abuse of the WebSocket connection. These enhancements protect against excessive message traffic and malformed requests, improving platform reliability.

Other improvements

• Additional analytics added: segment created tickets by tags and by custom field values
• User online status is now displayed in the teams table, providing a better visibility into the team’s availability
• Emails sent by AI assistants support rich formatting
• Improved performance for faster response generation by AI assistant agents
• Improved email display in the Inbox
• Various security updates

Bug fixes

• Fixed occasional issue where the AI assistant would continue sending messages after handing off to a live agent
• Fixed an issue where "loading" data sources – such as documents being processed for assistant training – could not be deleted
• Actions triggered by the AI assistant now resume correctly after the assistant regains conversation control from a live agent
• Various terminology updates for better clarity throughout the platform