Release notes

Seamless AI agent transitions

We are improving the real-time AI assistant switching - conversations now transfer with full context, so customers never have to repeat themselves when moving between AI agents. When a switch occurs, the last user message automatically triggers the receiving AI agent, keeping the dialogue smooth and natural.

The receiving AI also inherits the conversation data needed to continue seamlessly, with safeguards in place to prevent any sensitive or system-level information from being transferred – making handovers faster, safer, and more consistent.

Full edit history for AI agent actions

Make every change traceable. Every update to AI agent actions is captured automatically. Each entry records what changed, when it changed, who did it, and the action or version involved, plus a side-by-side “old vs new” values for edits.

Logs are kept safely and built to handle high volumes, and they remain even if a user is later removed. You can search and filter by live rep, event, action type, or date to speed up reviews and audits.

Dynamic response matching

Give customers the right format at the right moment. Your AI agent now replies with audio messages only when the customer sends an audio message first – and sticks to text when they start typing again. This keeps conversations natural, respectful of channel norms, and easier to follow across teams and transcripts.

How it works:

• Understands the message type automatically – voice in, voice out; text in, text out.
• Matches the customer’s choice – speaks when they speak, types when they type.
• Works across channels – Webchat, Messenger, WhatsApp, and Telegram.

Automatic resend for pending emails

Ticket email delivery is now more dependable thanks to a built-in resend mechanism. When an email remains in Pending status for 15 minutes, the system automatically retries sending it once more. If the second attempt also fails, the status changes to "Retry failed", and a Resend button appears for manual follow-up.

Both attempts are logged for transparency, reducing the chance of missed messages and saving teams from manual tracking during high-volume communication periods allowing to filter out tickets by the email sending status..

Animated icons for AI agents

Give your AI agents a touch of personality. You can now upload animated GIF icons alongside standard images for use on webchat welcome screens and chat windows. These subtle animations add warmth and energy to the customer experience while keeping performance fast and smooth.

Other improvements

• The new user activity API allows checking which users were online, away, or offline during a selected time range.
• Webchat conversations can now be closed manually by customers using the "End chat" button

Bug fixes

• Fixed auto-close so it works even when the last message is generated by the AI agent.
• Resolved an issue where the Send button could remain in a loading state when content scanning blocked a message.
• Fixed bulk ticket exports occasionally failing for large datasets.
• Resolved an issue where deleted users could still be assigned to live chat via a human hand-off.
• Corrected ticket export results when filtering by custom fields and email delivery status.
• Stopped outbound messages being sent to Messenger beyond the 24-hour window.
• Ensured a free workspace is created correctly when there’s no active subscription.