Spring 2025 Release
Drive sales through 1:1 conversations
Sell more with Shopping Assistant
No more mass segmentation and one-size-fits-all strategies. With 1:1 conversations, every interaction becomes a personalized path to conversion.
Personalize every recommendation, at scale
Tailor product suggestions in real time based on each shopper’s intent and behavior. Your AI Agent adapts instantly to recommend the right products through personalized product cards — delivered at exactly the right moment to drive action. With deep context and smart timing, it turns every conversation into a revenue opportunity. Early access ↗
Intelligent upsell
Highlight premium items, bundles, or complementary add-ons using real-time behavior to maximize cart size.
Dynamic discounts
Offer smart discounts based on intent and brand-set rules, increasing conversions without hurting margins.
Get more insights, easier to access
Get richer insights with customizable Dashboards, smarter Ticket Fields, and CSAT upgrades.
Streamline and customize reporting with Dashboards
Centralize the metrics and charts that matter to you most — no more jumping between reports or reapplying filters each week. Learn more ↗
Smarter, simpler data collection with Conditional Ticket Fields
Show agents only the Ticket Fields they need, exactly when they need them, to capture accurate data without the clutter. Learn more ↗
Monitor and improve CSAT with Satisfaction 2.0
View CSAT as a percentage, monitor trends over time, and let customers rescore responses for deeper insights into how they really feel.
Unlock a 360-Degree Customer View
Get a 360° view of your customers to personalize service, with Customer Timelines and Fields.
Find the context you need with improved Customer Timelines
Streamline handoffs and personalize support with an upgraded Timeline, featuring enhanced UI, smarter sorting, filters, and at-a-glance ticket details.
Capture and retain key customer details with Customer Fields
Label and organize with Customer Fields: coming to reporting and workflows soon. Start labeling customers today to be prepared! Learn more ↗
That’s not all…
In addition to the major upgrades, we've released dozens of smaller improvements to help your business succeed.
Pause SLAs outside of business hours
Track SLA performance more accurately by pausing timers when your team isn’t available—ideal for support teams with set business hours.
AI Agent understands you even better
AI Agent now syncs with your store and product catalogue to power more accurate, personalized conversations.
Ticket Fields and Auto QA in Views
Use Ticket Fields and Auto QA to filter Views to prioritize specific topics or low-scoring interactions, and create more focused workflows. Learn more ↗
Faster and more accurate API
We’ve doubled API rate limits for integrations in our app store across all plans, enabling faster data syncs and fewer errors.