March 2026

March 2026 has the highest output in terms of publishing new features, updates and bugfixes. Almost 100 updates were released. Here are the most significant ones.

Big product updates

🤖 AI Agents: Autopilot

Deploy our AI Agents to email, live chat and social media, and let it reply to customers and execute backend operations (cancel order, change delivery address, get track and trace codes, etc.) autonomously, without any humans in the loop. Read more here

📦 New integration: Lagersystem.dk

We’ve released a new integration for Lagersystem.dk so you can see all order and warehouse management details inside Herodesk. Read more here

📊 New integration: Plecto

Connect Herodesk to Plecto and create beautiful, real-time updated dashboards to get full overview of your customer support. Read more here

Other product updates

• AI Agents: Created new sensivity guardrails to hand over sensitive requests
• AI Agents: New playground that lets you simulate how the AI Agents responds
• AI Agents: Changed billing model from per-agent to per-organization
• AI Agents: Added signatures to AI Agents when sending email
• AI Agents: Show indexing-indicator when an agent is currently indexing data
• AI Agents: Translate “You’ve been active for a few minutes” to customers’ language
• AI Agents: Prevent them from suggesting actions they cannot do (such as search a website for context)
• AI Agents: Implemented support for all webshop-integrations, WMS and OMS tools and more, so Agents can do data-lookup + execute actions with them
• AI Agents: Upgraded AI Agents to newest GPT-5.4 models
• AI Agents: Allow remote URLs in custom prompt rules
• Reports: Improved graphs and visual representation
• Reports: New Tags report
• Live chat: Upload custom chat icon
• Live chat: More “expected reply time”-options
• Helpcenter: Create 301 redirects to support migrating from other help centers
• API: New endpoint: GET /channels
• API: New endpoint: GET /conversations/{id}/logs
• API: New endpoint: PATCH /conversations/{id}
• API: New endpoint: DELETE /contact/{id}
• API: Updated rate limiting to sliding window
• Webhooks: New event: Conversation deleted
• Look up orders based on customer phone number
• Added feature to minimize the right-hand side widget panel
• Enable outbound translation on default when starting a conversation
• Improved Anti SPAM rules to include more contextual data
• Added new rule trigger: When a conversation is handed over from AI agent to a human
• Added a button to manually hand over a conversation from AI agent to a human
• Added CC-input fields on chat conversations that are also copied to email
• Ensure links in Live chat FAQs are always opened in a new window
• Improved image resizing in Signature editor to ensure all recipients respects it
• Several improvements on the main work area, including type indicators for colleagues and live updates on conversation changes

Bug fixes

• Fixed suggested replies that asked for email verification
• Fixed suggested replies being written in the customers language instead of the users
• Fixed suggested replies not doing order lookup in webshops
• Fixed MIME-multipart on some attached files causing them to not be imported
• Fixed pricing in Prestashop widget to show including VAT
• Fixed flag-emojies in Inbox-list
• Fixed bug in side-conversations that didn’t include attached files in all cases
• Fixed bug when attaching files to internal notes
• Fixed screen height on iPads with bottom toolbar enabled
• Fixed wrong expected reply time dispalyed in live chat when an AI Agent is deployed and active
• Fixed bug where an AI agent could reply to itself in a conversation
• Fixed error when creating a new email channel
• Fixed inconsistent count of pending conversations in the Inbox-list
• Fixed Error 504 on downloading big reports

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