Product updates

Decision Engine

New Controls for Human Agent Requests

We’ve improved how the Decision Engine handles situations where a customer explicitly asks to speak with a human agent. This update gives you clearer control...

October 29, 2025

Widget

Live Chat Transfer Support for Gorgias for New Widget

If your team uses Gorgias for live support, New Widget now offers a seamless transition from AI Agent to your human agents. The setup process is the same as...

October 28, 2025

Widget

CSAT Collection Now Available in New Widget

You can now easily enable Customer Satisfaction (CSAT) surveys directly in New Widget. Once turned on, the survey will be shown to all visitors using the...

October 27, 2025

Decision Engine

Introducing the Option Block

We’re introducing a major enhancement to the Decision Engine: the new Option Block , a streamlined way to collect user choices and guide conversations...

October 22, 2025

Decision Engine

Process Gallery: Transfer Tickets Now Supports Kustomer, FreshDesk

We’ve expanded the Create a Ticket process to support two additional customer service platforms: Kustomer and Freshdesk . This enhancement makes it easier to...

October 21, 2025

Decision Engine

Process Gallery: Create a Ticket (SalesForce, Zendesk) & Order Tracking Updates

We’ve introduced a new Create a Ticket (External) process in the Process Gallery, now supporting Salesforce and Zendesk for seamless ticket transfer to human...

October 13, 2025

AI Agent Configuration

Channel-Specific Persona Tone of Voice & Guidances

We’re introducing new ways to fine-tune how your AI Agent communicates across channels, helping you deliver a more natural and consistent multi-channel...

October 10, 2025

Widget

Richly Formatted AI Agent Messages

The New Widget now supports rich message formatting using Markdown. This allows your AI Agent to present information with clearer structure, including bold...

October 10, 2025

Integrations

Magento: Now Configurable in the Interface

You can now fully configure your Magento integration directly in the interface. Add, edit, and disconnect Magento connections without any technical setup or...

October 8, 2025

Technology

New Reasoning: Gradual Rollout

We’ve begun gradually rolling out a new Reasoning Prompt designed to improve the accuracy, reliability, and contextual understanding of your AI Agent. What’s...

October 8, 2025