👋 Welcome to the Novedesk Product Updates

【New】Brand names can now be customized by language and displayed accordingly on the visitor side

【New】AI can now automatically generate conversation summaries and FAQs for closed conversations

【New】Reports can now analyze common questions in Autopilot and live agent conversations

【New】Visitors can now be transferred to a live agent when they request live support

【New】Visitors can now be transferred to a live agent when Autopilot cannot answer their questions

【New】A Live Agent entry point can now be enabled and displayed in real time in the visitor-side chat window

【New】Autopilot can now prompt users to reply when it cannot identify their intent

【New】Handoff confirmation messages can now display the agent’s nickname after a successful transfer

【Improved】Improved Autopilot’s safe-response mechanism to automatically trigger a fallback reply when visitors send private or sensitive information

【New】Agent accounts can now be created directly with an email address and password, without requiring email confirmation

【Fixed】Fixed an issue where the Copilot suggested replies area obscured user reply content

【New】Added support for custom domain configuration, allowing visitors to access the website widget and chat page through your own domain

【New】Improved several known issues to further enhance the overall user experience

【New】When deleting a profile, you can also delete its associated visitor conversations

【New】Added the option to hide conversations; hidden conversations will no longer send message notifications

【New】Quick Replies can now be viewed and used directly from the chat sidebar

【New】Quick Replies can now be sorted in ascending or descending order

【New】Conversation Records and Reports - Human Agents now support filtering by hour, minute, and second

【New】Users with organization-wide data access can join conversations directly from the “All” conversation list

【New】Quick Replies now support bulk import, with up to 500 entries per import

【New】Added “Visitor Analytics” to Reports for better insights into visitor trends

【New】Message timestamps now support multiple time zones and are displayed based on the device’s local time zone

【New】Added an option to open the website widget directly, making it easier for visitors to start a conversation

 

【New】Added a Preview button to the chat page

【New】Added proactive follow-up settings for inactive visitors

【Improved】Conversation list filters are now saved in the browser, reducing repetitive setup

【Improved】AP Replies now support image recognition, with the underlying model upgraded to Qwen3.7-Plus

【Improved】Updated the server-side conversation creation API to include the message send

【Fixed】Fixed an issue where a visitor’s avatar changed after editing their display name and reverted after switching conversations

【New】 After enabling the "All-staff Data" permission, the "All Sessions" view will display team members' sessions in the "Pending Reply", "Replied", and "Pending Handling" tabs

【New】 Roles can be configured with the permission to "Recall others' messages". With this permission, users can recall messages sent by others in the "All Sessions" view

【New】  Roles can be configured with the permission to "Transfer others' sessions". With this permission, users can transfer sessions owned by others in the "All Sessions" view

【New】 The status of "Pending Handling" sessions is now changed to a tag. After being marked as "Pending Handling", these sessions will still appear in both the "Pending Reply" and "Replied" lists

【New】 Sessions marked as "Pending Handling" will automatically trigger the agent inactivity logic and be moved to the "Queuing" list

【New】 A "Pending Handling" tag field is added to session records, and you can now filter sessions by this tag

【New】Optimized the new user onboarding process to improve first-time experience.

【New】Integrated sensitive word filtering to enhance content security.

【Improved】Refactored the front-end upload component for better stability and smoother interaction.

【Improved】Improved WebSocket disconnection prompt strategy: only show alert after disconnection exceeds 3 seconds to reduce unnecessary interruptions.

【New】 Support custom upload and replacement for visitor-side icons

【New】 Added conversation ID search and filter in the archive module

【Improved】 Optimized language solutions for Autopilot replies and Copilot recommended replies

【New】 Drag and drop to reorder quick replies in welcome messages

【Improved】 Optimized search pagination for visitor, customer and archive modulesw

【Improved】 The message source for quick entry has been changed from "FAQ" to "Public replies"