Release notes

November 2025

Live analytics report redesign

The redesigned live analytics report gives teams a real-time operational view of workload, performance, and capacity across both AI agents and live agents. It brings together key indicators such as unassigned and open livechats and tickets, AI and live agent activity, first response and response times, handoff wait times, agent capacity utilisation, and CSAT performance in a single, continuously updating view.

By combining conversation volumes, agent availability, and quality metrics, the report enables supervisors to identify bottlenecks early, balance workloads more effectively, and make faster decisions during peak demand, while also tracking how AI agents and live agents are performing side by side.

Programmatic language switching in conversation flows

A new switch language action allows conversation language to be changed programmatically within a flow, independently of user input or automatic language detection. When triggered, the conversation immediately switches to the selected language and continues the remainder of the flow in that language. Automatic language detection is disabled for the active session and remains off until the conversation ends or resets.

Webchat SDK enhancements for richer user context

The Webchat SDK now supports dynamically updating person custom field values during chat initialisation or an active session. In addition to the existing ability to identify users via a custom ID, clients can now pass or modify additional metadata such as session identifiers, user attributes, or validation context. This enables stronger user verification, improved personalisation, and better downstream analytics without requiring a new chat session.

Other improvements

Added created on and channel type filters to the People module, aligned with Livechat and Tickets filtering behaviour.
Updated the Teams and Exports tables to match the Tickets module design for a more consistent interface.
Introduced a new analytics live refresh mechanism with automatic updates and a safeguarded manual refresh option.

Bug fixes

Fixed search by person details such as name, email, and phone number across livechats and tickets.
Resolved an issue where ticket variables were sent as placeholders instead of resolved values.
Corrected chat status grouping so closed and resolved conversations no longer appear under active AI chats.
Fixed multiple analytics issues, including datetime formatting errors and failures when using multiple segment by filters.
Resolved an issue where AI agents could become stuck on fallback regardless of user input.
Improved inbox and table responsiveness on small screens and fixed truncated icons and long teamspace names.
Fixed date picker issues related to time updates, zoomed views, and field visibility.
Corrected avatar and name alignment in webchat mobile views.