Unified live chat and AI view

March 2, 2026

• Live-chat messages and AI messages will be shown within the same view. They are rendered differently (tabs vs inline) so it will be easy to distinguish. This change will allow for continuity in the user experience and the livechat transcript will be available in the Unless chat so that customers can view it and refer back to it.
• We’ve added a new security check icon to user details and conversation details views. You can find more information here.
• It is now possible to add related questions when uploading a CSV. Simply add extra columns (in addition to the required title + description) titled “related_question_1”, “related_question_2”, … We support up to 10 per row.
• Clarified customer metadata in the AI prompt to avoid confusion in answers.
• Improved the prompt for knowledge suggestion tasks that are based on live-chat answers.
• Improved error handling and stability.
• In the weekly account summary (in Slack), frequently asked questions are now de-duplicated.

Bug fixes:

• Changing the density of the conversation list no longer results in white space below.
• When in a topic, an arrow back button has been added to allow going back to global.
• The configured pre-AI-skill message is now shown on top (instead of in a message).
• The “image sent” message in live-chat mode is now put in the live chat conversation (instead of the AI conversation).