Release notes
Perception alerts, filter chips, and language detection – October 2026
Perception alerts flag conversation spikes, analytics filters turn into chips, AI chat tracks primary languages, and new UI and bulk improvements enhance workflow.
Perception, richer charts, and advanced analytics filters – September 2026
Perception adds public conversation listening across social platforms, while AI charts, advanced analytics filters, and new inbox features enhance Proto.
Webchat conversational mode, billing overview, and unified custom fields – August 2026
Webchat now supports hands-free voice conversations with visual cues, and the update adds clearer billing overviews, unified custom fields, and other improvements.
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.
Faster experiences and expanded capabilities – June 2025
We’ve introduced new features to enhance your AI experience, including new VoiceAI channels, conversation tester, ticket export options, and platform improvements.
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.