Quick replies are now optional on Answer steps. Your bot can send several messages in a row and move straight to the next step — no button click required.

Until now, when a LiveChat handover found no agent available, your bot sent a fallback message with a few quick replies — and then waited for the customer to tap one. The LiveChat handover step now has a "No agent available" branch: when nobody is there to pick up, the conversation continues automatically on the steps you connect to it — create a ticket, hand over to an AI Agent, jump to another use case — with no dead end and no extra click for your customer.

Instagram Direct Messages & a redesigned AI preview

This release replaces the Analytics dashboard with a redesigned one, and adds AI Quality Monitoring: every completed conversation is now read and assessed by an AI evaluator. You can see what your bot resolves, what it misses, and what people actually talk about.

This release gives your Gen AI prompts conversation memory, adds one-click navigation to referenced use cases, makes verbatim search follow the channel language, and ships a set of fixes across the widget and the dashboard.

The ViaSay chat widget has gone through a significant accessibility overhaul, bringing it substantially closer to RGAA and WCAG compliance. Because these fixes live in our shared component library, every ViaSay widget benefits automatically — there's nothing to update on your side.

ViaSay now connects to Freshchat, so your AI assistant can hand over a conversation to a live human agent the moment it reaches its limits — or whenever the customer asks for one. The full bot conversation is passed along, so your agents pick up exactly where the assistant left off.

This release reworks the Knowledge Hub end-to-end: every document now has an explicit lifecycle state, search and retrieval can be scoped by language, and the documents list scales to large knowledge bases with bulk actions.

Prompt Versioning, Condition-based triggers & JavaScript rendering

This release introduces AI Tools, a new feature that lets you create custom tool definitions and connect them to your AI-powered Specialist prompts — enabling your assistant to call external APIs during conversations.