Changelog

1. AI reply exclusion rules

You can now prevent AI Agents from replying to messages that match specific words, phrases, or patterns.

• Create multiple rules with channel controls.
• Skip reply, pause AI immediately, or reply before pausing.
• Resume AI manually from the conversation or automatically after a set time.
• View exclusion and resume events in the conversation timeline.

Configure this under Settings → AI .

2. Configurable link behavior

You can now choose whether links in web widget messages, citations, and sources open in a new tab or the current tab. Configure this under Web Widget Settings → Configure .

3. Knowledge base improvements

• Added “Last synchronized” to source details.
• Fixed automatic recovery of stuck resyncs.
• Next auto-sync dates now update only after successful synchronization.

4. Conversation events are now shown inline

Important conversation updates, such as priority changes, assignments, and status changes, now appear directly in the conversation timeline, making it easier to understand what happened and when.

When more than one agent has the same conversation open, you can now see who else is there before you send a reply.

Above the composer, a pill shows teammates who are viewing, typing a reply, or writing a private note. Notes use a yellow pill, so you can tell them apart from a customer-facing reply. You can still send if you need to jump in.

In the sidebar, an "Also here" field will appear in Chat information when teammates are viewing or typing in the same conversation.

AI Agents can now let customers do bookings through Google Calendar or Calendly without leaving the conversation.

Connect Google Calendar to offer times based on your availability while automatically excluding busy periods. Bookings can include calendar invitations and Google Meet links.

For Calendly , add an event link to display its booking widget in the chat. Name and email can be prefilled, and booking information can be saved to variables for later use.

We’ve added three new features to help your team organize conversations and respond faster.

1. Conversation labels

Create custom labels, apply multiple labels to a conversation, and filter your inbox to quickly find related chats.

2. Live visitor indicator

See whether a visitor is currently online directly from the conversation, so you know when it’s the best time to reply.

3. Team mentions

Mention teammates in private notes using @name . They’ll receive an email notification with a link to the conversation, making collaboration and handoffs easier.

We’ve added a number of new models to Chatling, giving you more choice across quality, speed, and cost.

• GPT-6 Astra (25 credits): OpenAI’s most capable model. Strong reasoning, instruction following, and image understanding for complex, multi-step conversations.
• GPT-6 Sol (5 credits): A balanced everyday model. Strong reasoning, image understanding, and tool use at a much lower cost than Astra.
• GPT-6 Luna (1 credit): A fast, low-cost model for high-volume agents. Handles straightforward questions with reasoning, image understanding, and tool use.
• Claude Opus 5.5 (10 credits): Anthropic’s latest Opus model. Strong reasoning and instruction following for detailed, multi-step answers, with image understanding.
• xAI Grok 4.7 (5 credits): A fast reasoning model for detailed questions and longer conversations, with a useful balance of quality and cost.
• GLM 5.3 (3.5 credits): An advanced reasoning model with strong instruction following and context retention. Best for accurate, detailed answers.
• GLM 5.3 Flash (0.5 credits): A fast model with strong reasoning, image understanding, and low latency. Built for high-volume agents.
• DeepSeek V4.1 Flash (0.5 credits): A fast multimodal model with long-context understanding and image support. Suited to detailed inquiries at a low cost.

All models are now available in paid plans. Head to your agent’s AI settings to try them and find the right balance of quality, speed, and cost for your needs.

Your AI agent can now take care of the busywork. With our new visual workflow builder, you design a process once and your agent runs it automatically, every time.

Workflows kick off on their own when something happens in your AI agent, whether that's a new conversation, a contact update, or another event. From there, they can:

• Send emails and add internal notes
• Sync data to HubSpot, Zendesk, Google Sheets, Airtable, and other platforms
• Update conversations and contact details
• Assign conversations to the right teammate or team
• Route tasks based on conditions you set
• Connect to external services with HTTP requests
• And much more

The result is fewer manual tasks, smoother handoffs, and more time for your team to focus on customers.

To create your first workflow, open your AI agent and go to the Workflows page. For more information, refer to the Workflow docs .

Customers no longer need to keep your website open while waiting for a response.

Web widgets can now collect a customer’s email during handoff. If your team replies after the customer leaves, they’ll automatically receive the replies via email.

This feature helps you stay in touch with customers who drop off before your team can respond, so live chat conversations don’t go unanswered.

To configure this feature, head to the Widget Settings → Configure → Email reply notifications .

Your customers can now share images with your AI Agent and receive helpful, context-aware responses.

The agent analyzes the attachment together with the user’s message, allowing it to answer questions about screenshots, product photos, receipts, and other visual content. It can also refer back to previously sent images when users ask follow-up questions.

To enable the feature, open your AI Agent and go to Settings → AI → Attachments .

Learn more about file attachments

You can now automatically route human handoffs to the right team or agent based on the conversation.

Send conversations to specific teams or automatically distribute them across agents using round-robin routing.

This makes it easier to get every conversation to the right person quickly, without manually assigning chats.

Learn how to set up Agent Routing