Changelog

Add the new Generate with AI step in Flow Builder to produce dynamic responses from AI.

Click a source or a starting URL to open its conversations in Analytics, and each chart bar now opens the right period.

Filter and archive your use cases, and flag an Answer or User Input step as a handover to an agent so Analytics adds it to your handover rate.

Files and voice notes get a clear answer on WhatsApp, Messenger and Instagram, and every conversation has an ID you can search.

Images, videos and places are easier to read in the widget, WhatsApp shows your Markdown correctly, and Freshchat agent messages arrive again.

A clear message for each problem, in your customer's language and in your words, instead of the same generic English message for everything.

The AI searches your knowledge base when needed, leaves the step through the exit you choose and saves its values to your variables.

Follow issues on a Kanban board, see the conversation in the detail panel, and @mention a teammate to send them an email.

Require an HMAC signature on the user channel variables your widget sends, test it, then publish. A bad signature leaves the visitor anonymous.

Customers can send files to a ViaFlow or Freshchat agent, the trace lists channel variables, and AI Tools accept a pasted request body.

Conversations the user left before they could be judged are counted apart, so Resolution and CX Score reflect engaged conversations.

Send your bot's variables to your APIs from AI tools, and read every step of a run in the redesigned trace.

Insert variables into Louis AI guidance rules and customize the chat bubble of your widget.

Chain Answer steps without quick replies so the bot continues automatically to the next step.

Keep conversations moving with a new No agent available branch on the LiveChat handover step.

Connect an Instagram Direct Messages account and test your assistant in a full-height preview panel with an Explain view.

Discover the rebuilt Analytics dashboard and AI Quality Monitoring, which assesses every completed conversation.

Give Gen AI prompts conversation memory, jump to referenced use cases, and search verbatims in the channel language.

Connect Freshchat to hand over conversations to your human agents, with the full bot conversation attached.

Get a chat widget that works better with screen readers and keyboards, with nothing to change on your side.

Manage knowledge base documents with document states and per-language scoping introduced in this knowledge management upgrade.

Use prompt versioning, condition-based triggers, and JavaScript rendering support added to the platform in this release.

Connect your AI assistant to external APIs using AI Tools to fetch data and trigger actions.

Discover Chat Widget 3.0 featuring a redesigned interface, refreshed visual identity, and a new underlying engine.

Set conversation data retention, run bulk document actions, and review broader platform improvements in this release.

Collect CSAT feedback on AI agent answers, control survey skipping, and use new traceability improvements.

Explore major updates including Louis v3, execution traces for Flow Builder, and configurable refresh rate.

Review a set of small improvements and minor fixes shipped across the platform in this update.

Edit knowledge base documents and use browser context variables to pass page data into conversations.

Hand over conversations to ViaFlow agents with file sharing, plus a set of bug fixes.

Exclude page sections with CSS selectors during scraping and monitor real-time scraping status for each source.

Format bot replies with rich text styling in the Flow Builder answer step.