Product updates

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

Decision Engine

Integration ID: One-Click Copy

To streamline building Decision Engine processes, you can now copy any Integration ID with a single click. Simply hover over an integration and select “Copy”...

October 8, 2025

Inbox

Email Signatures: Image Support Added

Email signatures now support images. You can upload an image directly in Inbox Settings → Signatures , preview it live, and combine it with HTML formatting...

October 8, 2025

Platform Experience

Filtering and Sorting for Guidances and Processes

You can now filter and sort Guidances for easier management, with your preferences saved in the browser. Additionally, Processes can now be sorted by name...

October 7, 2025

AI Agent Configuration

Glossary for AI Agent Controlled Translations

We’ve introduced the Glossary - a new tool that helps your AI Agent use consistent, accurate terminology across all supported languages. With it, you can:...

October 6, 2025