Spring 2025 Release

Drive sales through 1:1 conversations

Introducing Shopping Assistant, your new revenue-driving powerhouse. Give every visitor the unique experience with real-time, personalized guidance. Unlock deeper customer data and visibility into their journey. Paired with the new Insights and Customer View, everything you need to increase conversions and drive retention is right at your fingertips.
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Shopping Assistant
Insights
Customer View

Shopping Assistant

Sell more with Shopping Assistant

Intelligent upsell

BETA

Highlight premium items, bundles, or complementary add-ons using real-time behavior to maximize cart size.

Dynamic discounts

BETA

Offer smart discounts based on intent and brand-set rules, increasing conversions without hurting margins.

Insights

Get more insights, easier to access

Feature 1.1

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 ↗

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Feature 1.1

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 ↗

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Feature 1.1

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.

Customer View

Unlock a 360-Degree Customer View

Feature 1.1

Find the context you need with improved Customer Timelines

BETA

Streamline handoffs and personalize support with an upgraded Timeline, featuring enhanced UI, smarter sorting, filters, and at-a-glance ticket details.

Feature 1.1

Capture and retain key customer details with Customer Fields

BETA

Label and organize with Customer Fields: coming to reporting and workflows soon. Start labeling customers today to be prepared! Learn more ↗

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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

BETA

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

BETA

AI Agent now syncs with your store and product catalogue to power more accurate, personalized conversations.

Ticket Fields and Auto QA in Views

BETA

Use Ticket Fields and Auto QA to filter Views to prioritize specific topics or low-scoring interactions, and create more focused workflows. Learn more ↗

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Faster and more accurate API

BETA

We’ve doubled API rate limits for integrations in our app store across all plans, enabling faster data syncs and fewer errors.