19-07-2026
✨ New & Improved
Plan-aware channel management
Connecting a channel now reflects your subscription at a glance. Each channel type shows how many you've connected against your plan's allowance, connecting beyond the limit gives a clear message instead of a silent overage, and channel types not included in your plan appear locked with an explanation — so you always know where you stand before you connect.
Learn more: Channels
Richer knowledge sources for your AI agents
Knowledge Bases now accept Excel (.xlsx) files alongside CSV, PDF, and text, and structured sources can sync from an online spreadsheet URL on a schedule so your agents always work from the latest data. A new Results-per-search (Top K) setting lets you tune how many matches feed each answer — broader context or tighter focus, your call — and you can now skip a source to exclude it from syncing without deleting it.
Learn more: Knowledge Bases
Invoke an AI agent from your flows (CX Studio)
CX Studio flows can now call one of your AI agents in the middle of a flow with the new Trigger Agent step. Pick the agent, pass it a message (static text or a value from the conversation), and capture its reply into the flow to use in later steps — optionally shaping the response with a structured-output schema. It's a simple way to bring an agent's answer into a guided automation.
Learn more: Studio
🛠️ Fixed
Agents can always see and reply, even after deleted messages
Previously, if a customer had deleted earlier messages, the system could mistake the chat for a brand-new one and hand it back to the bot — leaving agents unable to see the history or reply. Conversations now keep their full context, so agents can always view the thread and respond.
Product carousels now show in the Unified Inbox
Carousels shared on Instagram and Messenger now display correctly in the Unified Inbox, restoring full visibility into the recommendations your bot sends — so you can monitor and quality-check them with confidence.
Resolved conversations stay resolved
Editing or deleting a comment no longer reopens or reassigns a conversation you've already resolved. Once it's closed, it stays closed.