Changelog-2025.09.30

1. Chat Plugin Now Supports Streaming Mode

AI replies will now be delivered word-by-word in real-time. During output, the visitor side will show “Generating…”, and if the visitor chooses to stop, it will display “Visitor stopped the output.” Manual agent replies will continue to show “Typing…”, making it easy to distinguish between AI and human responses.

Use Case:
Previously, AI replies were sent only after the full message was generated, causing visitors to think no one was replying. Streaming mode reduces wait anxiety and makes conversations feel more natural, similar to live typing from a real agent.

The AI is responding in streaming mode, and the visitor's online chat box button changes to "Output"

Visitor termination output

Manual customer service is replying

2. New Agent Assignment Rule: Respect Daily Session Limits

In Automated Process→ Assigning Customer Service, a new toggle—“Allocation based on the daily maximum number of simultaneous visitors”—has been added. When enabled, the system will route new conversations only to agents who have not reached their max active session limit. You can configure each agent’s limit in Team.

Use Case:
This prevents service overload on individual agents, improves workload balance, and lets admins assign more sessions to high-performing members to maximize team efficiency.

Enable [Allocation based on the daily maximum number of simultaneous visitors]

Modify the daily maximum number of simultaneous receptions

3. WeCom Enhancements: Audio Messages, Merged Message Cards & Mini-Program Messages

Agents can now send audio (mp3/ogg, ≤10MB, ≤60s) in WeCom chats, message broadcasts, and automation.
WeCom merged chat history cards are now supported. Agents can open combined message cards containing text, images, files, video, and audio in one place.
WeCom Mini-Program messages are now supported and can trigger automation rules (e.g., Any message received, No reply timeout).

Use Case:
Audio replies make communication more expressive. Merged cards help agents quickly review past context, and mini-program compatibility keeps automation intact even for special message formats.

Enterprise WeChat channels support sending audio

4. Start New WhatsApp Chats Using Account Notes

When starting a new WhatsApp conversation, agents can now search accounts by account remark (not just phone number). This allows agents to quickly locate the desired account by simply entering the account's notes, eliminating the need to search for a complicated number.

Use Case:
For teams managing many WhatsApp accounts, this avoids confusion and speeds up the sending process by eliminating the need to memorize numbers. Now, users can quickly find the required account through note search, eliminating the impact of selecting the wrong account and significantly improving the team's response speed when managing multiple accounts.

Enter the note to search the account directly

5. Smarter Duplicate Contact Rules

Duplicate identification now supports matching by Name + Avatar, Username, and Official Social Media ID, in addition to Phone and Email. (Username and ID matching are available on select channels.)

Use Case:
When customers reach out from multiple platforms (TikTok, Instagram, Telegram, VK, WeCom, etc.), the system can now auto-detect duplicates, even without a phone or email, reducing manual merging and improving customer data accuracy.

Added [Customer Name + Avatar], [User Name] and [Official Social Media ID] methods to identify duplicate contacts

6. Recurring Message Broadcasts

Message broadcasts now support recurring schedules daily, weekly, or custom cycles. A single plan will continuously send the same content based on the schedule you set.

Use Case:
Perfect for weekly campaign reminders, daily tasks, or coupon follow-ups, without repetitive manual sending.

Set up a recurring delivery schedule

Search for set recurring schedules

View recurring plan details

7. More WeCom Compatibility: Quote Reply, Contact Cards, Location & Call Message Types

Agents can now quote text, images, files, and stickers.
Contact cards, location messages, and voice/video call messages are supported.
Location messages allow direct map navigation; missed call messages create readable prompts and can trigger automations.

Use Case:
Clearer context in chats, faster navigation, and no missed conversation events, even if an agent misses a call. Even if the customer service representative misses a voice/video call, the system can automatically capture and generate a conversation reminder. It can trigger AI automatic response or subsequent follow-up processes to ensure that important information is not missed.

Support quoting messages sent by the other party

Display business card message

View location messages

8. Personalized Agent Welcome Messages

A new "Customer Service Welcome Message" configuration has been added to [Set Up] - [Team] - [Edit]. Once configured, the system will automatically send a welcome message when a customer joins a conversation (excluding email and comment channels). In [Customer List] - [Assign Conversation], if you select [All Customers], the system will distinguish whether the customer has an active conversation. Even for customers who are currently in a conversation but unassigned, a welcome message will be automatically sent after the assignment.

Use Case:

Teams can differentiate greetings by member role, for example: Sales: “Hi! The item you reserved is now in stock.” Technical support: “Hello, I’m the specialist assisting you with your issue.” This reduces cold starts and improves the first-response experience.

Set the welcome message

Customer service access session, welcome message pops up

Select [All Customers] to automatically send a welcome message to customers who are in conversation but not assigned.

9. Customer List Now Displays & Exports Ad Information

For Facebook Messenger, WhatsApp, WhatsApp API, and TikTok Business accounts, the Customer List now displays Ad Name (ad_name) and Ad ID (ad_id) and supports exporting this data if you choose Related Advertising Information.

Use Case:
Teams can instantly correlate leads with ad sources, evaluate ROI, and better optimize ad campaigns. When exporting customer data, advertising fields are synchronized to facilitate subsequent comparison with data from the delivery platform, reducing manual analysis time and helping the team accurately assess advertising ROI and optimize delivery strategies.

Add the [Related Advertising Information] field in [Custom Display Column]

10. Jump to Conversation Context in Chat History

Search results in Chat History now support one-click “Jump to view context”, allowing you to jump to the exact place in the conversation thread.

Use Case:
Agents can quickly understand the full background behind a message, leading to more accurate and empathetic replies.

Click to jump to see context

11. Translation Usage Threshold Alerts

A new alert system warns all project members when remaining translation quota falls below a custom threshold. The notification can be turned off manually, and the reminder will automatically disappear when the top-up is completed. By default, the alert switch is off.

Use Case:
No more unexpected service interruptions, teams can recharge in time and avoid workflow disruption.

Customize alert thresholds

12. New Customer List Views

You can now create, edit, reorder, and save custom Customer Views (e.g., “High-Value Users,” “Recently Active,” etc.) based on your filters. Views follow existing permission rules.

Use Case:
One-click switching between customer segments speeds up data analysis and targeted outreach.

Create a [Customer List] view

Create a new view

13. AI Bot “Simulate real person response” Mode

The AI bot can now wait, merge multiple visitor messages, and respond once, instead of replying message-by-message. It also simulates human typing speed (e.g., 0.02s/character, 4s minimum for short replies). Works in private chats and group chats (requires @mention in groups).

Use Case:
When users send multiple rapid messages, the AI now replies more naturally, avoids repetitive answers, and delivers a smoother chat experience.

Open simulated real person response

Changelog

Changelog-2025.08.31

Last modified: 2025-10-22Powered by

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