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April, 2026

New channels, integrations and a free user type.

In April, we released both significant new updates and features, as well as several improvements and bug fixes.

 

Big product updates

🤙 New channel: WhatsApp Business
We’ve built an integration with WhatsApp Business. This lets you connect one or more WhatsApp Business numbers to Herodesk, so inbound messages can be replied to from Herodesk. You can also initiate new conversations with your customers using WhatsApp templates. Read more here: https://herodesk.com/blog/whatsapp-is-now-a-herodesk-channel/

 

🏃‍♂️‍➡️ New integration: Homerunner
Herodesk now integrates with Homerunner, so you can see and manage all your Homerunner shipments directly from Herodesk. The AI Agents are also able to look up shipping information and help customers with this. Finally, you can start a Claim directly from the Herodesk widget. Read more here: https://herodesk.com/blog/new-integration-homerunner/

 

👤 New user type: Lite user
You can now create users of a type called “Lite users”. These are administrative users who can do everything their role permits, except reply to customers. They are meant for managers, it administrators, etc., that needs access to your Herodesk without replying to customers. They are also free. Read more here: https://herodesk.com/blog/introducing-lite-users/

 

Other product updates:

  • AI Agents: A new function to extract product id/name from a customer message to do exact lookups (#86b94dg4f)
  • AI Agents: Find related products based on hard relations (#86b9fjxgf)
  • AI Agents: Know which page the customer is viewing to have relevant context (#86b8jk9kj)
  • AI Agents: Custom prompts to determine how it recommends products (fx prioritize specitific brands, etc.) (#86b9ez9dd)
  • AI Agents: Add support for Channable product feed format for the Google Product Feed dataset type (#86b9mc6vt)
  • AI Agents: Added three new ways to verify domain ownership before scraping/indexing (meta tag, file verification & dns verification) (#86b95kz9w)
  • AI Agents: Added actions for Reversio integrations (#86b91z8xq)
  • AI Agents: Improved “out of stock” identification on various shop platforms to identify it correctly (#86b9n86e5)
  • API: Added new endpoints to manage webhooks (create, update, delete) (#86b8trpcv)
  • Updated Shipmondo widget to show shipping orders (#86b8nqbnk)
  • Added a new button in the message toolbar to quickly insert a Helpcenter article or FAQ (#86b8qcnk5)
  • Added support for a Herodesk user to set which timezone he is in and all timestamps adjust accordingly (#86b9cvt2e)
  • Added a log of deleted conversations, regardless of how they were deleted (#86b8xu6aq)
  • Added log of widget actions to conversation log, to see which actions are run by rules that affects a conversation (#86b9hunmq)
  • Added a new feature/setting to Inboxes to determine, per inbox, when a conversations “last updated” timestamp is touched (#86b90q1bz)
  • Improved language detection speed and accuracy (#86b9p98wx)
  • Improved layout of e-mails when forwarding chat conversation to show it transactional style instead of indenting replies (#86b8wweb7)
  • Improved the “snooze” calendar to always start on a Monday (#86b7qktae)
  • Improved copying merge fields so they are inserted without styling (#86b9k90dj)

 

Bug fixes

  • Fixed an issue with uploading files in the live chat that showed in the wrong order (#86b9exkb1)
  • Fixed that AI Agents weren’t always able to find a customers orders in WooCommerce (#86b9n1a3f)
  • Fixed an embedding chunking issue with AI Agents, causing some google product feed dataset items to not being correctly indexed (this self-heals) (#86b9hwgww)
  • Fixed an issue with the Flexfone integraiton that didn’t show all incoming calls (#86b9aq1wm)
  • Fixed live chat when starting conversations with uploading an image (#86b9gj7m5)
  • Fixed some cases where notifications were not sent (#86b9dhzzt)
  • Fixed that AI Agents didn’t always translate incoming messages to the right language (#86b9d24qu)
  • Fixed AI Agents profile picture not always being showed correctly, falling back to the default icon (#86b9gj8bg)
  • Fixed an issue where it wasn’t always possible to get new messages from Instagram before also connecting Facebook (#86b7kcx6h)
  • Fixed an issue in the Effectiveness report where “closed conversations” didn’t count correct (#86b9cnqvb)
  • Fixed an issue that newly created Smart Views always showed all conversations, not following the configured rules (#86b9hx2p9)

 

Keep sharing your feedback with us, and we’ll keep building!