December 2025

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
• AI Agent: Enable it to see and understand the context of screenshots uploaded by the customer
• AI Agent: Improve name detection
• AI Agent: Only suggest actions that it can execute autonomously
• AI Agent: Show conversation log and customer website navigation during fine tuning
• AI Agent: Improve order and product lookup from all webshop systems
• Add signatures to side conversations
• Add “send to customer”-button to suggested replies
• Add rich text editor (formatting, add images, etc.) to FAQ answers instead of only supporting raw text
• Added “Dynamic View” of widgets, so it only shows relevant widgets automatically in smart folders
• Show in the conversation log when a contact is blocked
• Always show flags in the message field when an outgoing message will be translated
• Add more local translations of the live chat widget
• Disable the message input field on conversations with no or broken Facebook/Instagram channels
• Improve helpcenter FAQ view on lengthy answers
• Improve the load time of the live chat widget
• Improve organisation number verification
• Improve load time when navigating conversations

Bug fixes

• Show the human agent’s profile picture in the live chat
• Fix live chat verification flow to prevent multiple similar conversations from the same contact
• Fixed contact search for first- and last name when starting a new conversation
• Couldn’t delete an inbox with user signatures assigned to that specific inbox
• Fixed error in the live chat where it didn’t always open as expected
• Translation of the message draft didn’t always work

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