Happy New Year! We’re kicking off 2026 with a lot of updates, fixes, and improvements implemented in December. Let’s go!
Big product updates
🤖 Prepare suggested replies in advance
Until now, suggested replies were generated on demand when a conversation was opened. That usually took 5-15 seconds. We’ve changed this logic, so suggested replies are now generated as soon as a message is received, so they’re ready instantly when you open the conversation.
✍️ View Source for Signatures
It is now possible to view and edit the HTML source of signatures, making it much easier to set up advanced configurations or fine-tune exactly how they look.
In general, we’ve spent a lot of resources in December updating and improving the AI Agents. You can see from the list below that it has been a high priority, and we’re very satisfied with the outcome. Responses are better, faster, more accurate and more personalised to each customer than before.
Other product updates:
- AI Agent: Improve language detection of customer messages and their replies (#86b7vp859)
- AI Agent: Enable it to see and understand the context of screenshots uploaded by the customer (#86b7h88mj)
- AI Agent: Improve name detection (#86b790nt4)
- AI Agent: Only suggest actions that it can execute autonomously (#86b7gqgcy)
- AI Agent: Show conversation log and customer website navigation during fine tuning (#86b7j4r0b)
- AI Agent: Improve order and product lookup from all webshop systems (#86b7pdvu7)
- Add signatures to side conversations (#86b6zkja1)
- Add “send to customer”-button to suggested replies (#86b7ffbc3)
- Add rich text editor (formatting, add images, etc.) to FAQ answers instead of only supporting raw text (#86b5g3cf0)
- Added “Dynamic View” of widgets, so it only shows relevant widgets automatically in smart folders (#86b77c9mc)
- Show in the conversation log when a contact is blocked (#86b7rdz8e)
- Always show flags in the message field when an outgoing message will be translated (#86b3y490c)
- Add more local translations of the live chat widget (#86b6xk88m)
- Disable the message input field on conversations with no or broken Facebook/Instagram channels (#86b7j5azm)
- Improve helpcenter FAQ view on lengthy answers (#86b6meuvz)
- Improve the load time of the live chat widget (#86b72hg37)
- Improve organisation number verification (#86b7ey4af)
- Improve load time when navigating conversations (#86b7tvnkv)
Bug fixes
- Show the human agent’s profile picture in the live chat (#86b77cb53)
- Fix live chat verification flow to prevent multiple similar conversations from the same contact (#86b7pdctr)
- Fixed contact search for first- and last name when starting a new conversation (#86b4dc3tp)
- Couldn’t delete an inbox with user signatures assigned to that specific inbox (#86b6xumy9)
- Fixed error in the live chat where it didn’t always open as expected (#86b7fj2hx)
- Translation of the message draft didn’t always work (#86b715jc7)
Keep sharing your feedback with us, and we’ll keep building!