July 2026

We spent July building a lot of new integrations and more than 75 small features, fixes and improvements.

Big product updates

🚚 New integrations: Klaviyo, HubSpot, Business Central & Spysystem

We have built four new integrations. They are all live and ready to be used. Read more about Klaviyo, HubSpot, Microsoft Dynamics 365 Business Central and Spysystem.

📤 Send later / Scheduled messages

It is now possible to schedule a message to be sent later, at a time you choose. This feature also lets you add a 5, 15 or 30 second delay from when you press “send” until the message is actually sent, giving you a chance to regret and cancel it. And finally, when a message needs to be translated into another language before being sent to the customer, it is now done in the background, so you don’t have to wait. Read more here

🚯 AI Anti-spam is now available for all

We have now made AI anti-spam default available for all Herodesk users and customers. All incoming messages are now analysed by our own AI anti-spam filter, and if matched, put into the Junk folder. Read more here

Other product updates

• AI Agents: New sub-agent structure, with a handful of task-specific sub-agents trained for e.g. webshop orders, data lookup, etc., result in better and more precise replies
• AI Agents: Playground is updated so you can add an existing conversation to it, to see how the AI Agent would have replied to it
• AI Agents: Improved quality of suggested replies with better data sources
• AI Agents: Improved quality of the Conversations dataset so it is better used for generating responses
• AI Agents: Ensure that product recommendations always come with a link to the product
• AI Agents: Give access to read WMS timeline details to understand how an order was handled
• AI Agents: Improve product lookup by supporting both simple and advanced variants
• AI Agents: Add guards to ensure AI Agents always skip transactional emails that don’t need a response
• AI Agents: Add internal skills so you can now use custom prompts to ask the agent to e.g. hand over the conversation to a human
• AI Agents: Ensure it never adds a small signature by itself
• AI Agents: Ignore conversations started by a user in Herodesk
• Integration: Shopware: Support multiple sales channels or limit a widget to a specific sales channel
• Integration: Dinero: Support all currencies
• Integration: Smartpack: Display internal reference number in the widget
• Integration: Dandomain Classic: Sort orders correctly by time/date
• API: New endpoint for the Audit log
• API: Increased max page size from 50 to 100
• New empty/not-empty rule operator for Rules and Smart Views
• Add a new “search for product” input field when responding to customers, so you can add a product link directly from Herodesk
• Renamed Contact Custom Fields to Custom Fields in both UI and API (old API endpoints are still available, but deprecated)
• Updated the Help Center article editor to allow better and easier editing of articles
• Various UI and UX improvements in the frontend
• Add a new “close” button on the live chat icon so a visitor can hide it
• Feature to exclude specific e-mail addresses and/or domains from receiving auto-responders
• Rebuilt the handling of cc and bcc, so it is now more clear who’s receiving which mails
• Drag and drop widgets to manage the order in which they are displayed
• Added AI toolbar to the message editor when starting a side conversation
• Added “mentioned” search filter to the advanced search
• Allow cmd/ctrl+click on goto search to open it in a new tab
• Add trigger in the live chat JavaScript API to open the widget

Bug fixes

• Fixed incorrect format when importing Facebook messages
• Fixed scenario where the live chat verification didn’t display as promised
• Fixed the “unknown user” being displayed for Facebook Messenger and Instagram DMs
• Fixed notifications on mobile that didn’t always fire
• Fixed AI Agents not always responding in the right language
• Fixed a mailer daemon bounce email loop
• Fixed quick replies availability
• Fixed a number of scenarios where the AI Agent could hallucinate
• Fixed issues with correctly detecting Swedish messages and enabling outbound Swedish translations
• Fixed Smartpack order lookup on a single order with the AI Agents
• Fixed the view on mobile being “too high” and therefore scrollable in the wrong places
• Fixed live chat not showing images after a page reload
• Fixed auto-save of message drafts sometimes failing
• Fixed a keyboard shortcut issue in Safari on macOS

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