October 2026

In October we opened a few new doors: new integrations, your own mailbox as a channel and a Custom widget that can do more. And closer to your everyday work, bulk actions in search, stories you can actually see, a live chat you can make your own and AI agents that only promise what they can do.

Big product updates

🔌 New integrations: Dynamicweb, Uniconta and 3

If your webshop runs on Dynamicweb, your team now sees orders, payment and tracking next to the conversation, and can hold, cancel or move an order or fix a delivery address without leaving Herodesk. Read more about Dynamicweb With Uniconta you see the customer’s balance, overdue amount, invoices and sales orders, and you can download the invoice PDF. Read more about Uniconta On the phone side, the 3 integration shows who is calling your 3 business numbers and logs every call on the contact. Read more about 3 And if you use Flexfone, the CallAI summary of every call is now saved as an internal note on the caller’s conversation. Read more about Flexfone CallAI

📬 Connect your own mailbox

Connect your support mailbox by signing in with Microsoft, or over IMAP from any provider. No forwarding rules and no DNS records. Gmail sign-in is on its way. Read more

🧩 Custom widget: your own HTML, buttons and forms

The Custom widget can now show your own HTML, run actions in your own system from buttons and forms, and sign every request, so your system knows it came from Herodesk. Read more

☑️ Bulk actions in advanced search

Found 200 conversations about the same delayed delivery? You no longer have to open them one by one. Tick the ones you need in advanced search, or select every result across pages (up to 1,000), and change the status, snooze, assign, set a team, add or remove tags, move them to another inbox or watch them in one go. Managers can also delete. Big batches run in small steps with a progress bar, and you can stop along the way. The selection bar above the inbox list got the same treatment, including tags.

📸 Instagram and Facebook stories, right in the conversation

When a customer replies to your story, mentions you in theirs or shares a post or reel with you, the conversation now shows the image or video with a short label like “Replied to your story”. Before, you had to open Instagram to see what they were talking about. Herodesk saves the media as the message arrives, because Meta’s links to it expire quickly.

🗣️ AI that sticks to your customer’s language

Danish and Norwegian are close cousins, and our AI agent sometimes mixed them up. It now tells them apart more reliably. We also tackled the odd English word sneaking into an otherwise Danish reply, like “Det er vi really kede af at høre”. And your communication guidelines, like tone and how to address customers, now apply in every language the AI agent answers in, not just your main one. This applies to AI agents, Copilot and suggested replies.

🤖 AI agents that only promise what they can do

An AI agent should never tell a customer that a return label is on its way if nothing in your setup can send one. AI agents now know which actions they can actually carry out with your integrations, like refunds, cancellations or address changes, and don’t promise the rest. Handovers got smarter too: a handover rule with a condition only hands over when the condition is met, you can choose to hand over without a reply on email, Messenger, Instagram and WhatsApp (with an internal note on why), and a question about payment status no longer counts as a sensitive topic just because it mentions money. Replies also arrive faster, because the AI agent now does more of its work in parallel.

Other product updates

• Interface: Herodesk is now available in Swedish and Norwegian
• Rules: duplicate a rule with one click. The copy starts out disabled, so you can adjust it before it runs
• Live chat: choose the font of your chat widget from 45 fonts
• Live chat: change the texts on the widget’s buttons and headings. Write them in your own language, and visitors in other languages see them translated
• Live chat: see when the customer has read your message, with “Seen” on the message in the conversation
• Live chat: a design pass on the widget, with better behaviour on mobile, grouped messages, a clearer message field and better contrast. A message that fails to send can be edited and sent again
• Live chat: set the widget’s distance from the edge of the page, and the unread badge is more reliable
• Live chat: choose which team members’ pictures are shown in the chat header
• Live chat: your welcome and offline messages are now translated into the visitor’s language, and visitors see all their chats in the widget, newest first
• Live chat: the chat button and menu can be used with the keyboard, and screen readers announce the chat properly
• Users and signatures: add a job title to each user and use it in your email signatures
• Signature manager: choose who gets the test email
• Help center: a new design for your public help center, with long articles that are easier to read and a table of contents that works. Code blocks get syntax highlighting and a copy button
• Help center: choose whether a link in an article or FAQ opens in a new tab, and get larger fields for custom CSS and scripts. YouTube and Vimeo videos now fill the width of the article
• Reply editor: quick replies and products stay visible in the toolbar on smaller windows, instead of hiding under the Send button
• New conversation: the From field is a searchable list that shows each address and its inbox
• Forwarding: the conversation timeline now shows exactly what was forwarded, including Cc, Bcc, subject, message and attachments. In the forward window, Tab takes you to the Send button and Ctrl/Cmd+Enter sends
• Attachments: audio and video files play in the browser again, and more formats like wav, m4a, flac and mov play without downloading
• HubSpot widget: choose which emails to log in HubSpot, on the contact or on both the contact and the company, attachments included. Your HubSpot key needs the sales-email-read scope for this, and the files scope for attachments
• HubSpot widget: assign a new task to one of your HubSpot users, and tasks and notes now also show up on the contact’s company. Mentioning colleagues in a note isn’t possible yet, because HubSpot doesn’t send notifications for mentions created through its API
• Attachments now show an icon for their file type, so Word, Excel, PowerPoint, PDF and zip files are easy to tell apart before you open them
• AI Agents: AI agents and Copilot now look up how your team solved similar cases before, alongside your help center and website
• AI Agents: understand partially fulfilled orders across webshop integrations, so the answer matches what has actually shipped
• AI Agents: when a customer sends a photo of a person, the AI agent looks only at the product or problem, and never guesses size or fit from a photo
• AI Agents: claim forms, warranty questions and ordinary product advice are no longer treated as sensitive topics that need a human
• Auto-responders: no auto-responder is sent when an AI agent is about to answer the message
• Auto-translation: the translator now knows your business and industry, so product words come out right, for example in Swedish
• Webhooks: every webhook shows its recent deliveries, what triggered them, what was sent and how your server answered, and you can send one again. Tag changes now also trigger conversation.updated
• Moving from Outlook? We can now import your old emails from an Outlook .pst file, as closed conversations
• Channels: the channels list shows whether each channel is enabled, with a Yes/No filter
• Reports: the Effectiveness report has a new graph of unique conversations closed
• Flexfone: a call that rings again from a queue now shows as one call card, not a missed call and a new one
• Spysystem: the widget shows the shipping state from the warehouse, and the AI agent won’t cancel an order that has already shipped
• Contacts: a conversation from a blocked contact now shows who blocked the contact and when
• Comments: when you turn on comments, older comments come in as handled instead of filling your queue, and live translation follows the inbox’s language
• MCP: Claude and other MCP clients can now read image attachments

Bug fixes

• Fixed reconnecting Facebook and Instagram channels: the update button now takes you straight to Facebook instead of showing an error, and the link in the reconnect email no longer leads to a “page not found”
• Fixed outgoing auto-translation blocking some correct translations, including Danish and Norwegian replies and replies that only contain a link, so the message couldn’t be sent
• Fixed the outgoing language of a conversation changing by itself, for example because of an English signature
• Fixed time-based rules, like “close conversations that have been open for more than 30 days”, skipping older conversations
• Fixed testing a rule with an assignee condition, or an assign, notify or watch action, showing an error
• Fixed the live chat time zone and other chat settings changing back by themselves after a failed save, or when two people edited the settings at the same time
• Fixed live chat icebreakers showing in the wrong language for some visitors
• Fixed live chat copies by email being sent from a disabled email channel
• Fixed emails that had already been opened in another mail client never being imported over IMAP
• Fixed links missing from some incoming emails
• Fixed PDF attachments showing as a black box instead of opening
• Fixed the app freezing when opening an Excel attachment
• Fixed pasting an email address into a recipient field: it’s now added right away
• Fixed renaming or creating help center folders
• Fixed AI replies collapsing into one paragraph
• Fixed an error when saving Copilot custom instructions with several sentences, and Copilot refusing to answer questions about counts
• Fixed replies sent through the API or MCP leaving the conversation pending instead of open
• Fixed users who sign in with SSO being unable to connect Claude through MCP
• Fixed DanDomain Classic orders missing their tracking number, and order status, tracking and email lookup for Dandomain Webshop
• Fixed some untranslated texts in the DanDomain Classic widget
• Fixed Boligflow tenant links opening the tenant list instead of the tenant

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