Changelog

A shared Help Desk for your whole team

Every agent now escalates into one team inbox. When the AI cannot finish a conversation it opens a ticket your team works from a single timeline that merges chat, email, and notes, replies to by email or takes over live, then hands back to the AI once it is resolved. Your customers can follow their tickets right from the chat widget.

The Help Desk is team-wide: tickets from every agent and channel land in the same inbox, numbered per team, with the source agent shown on each one. Operators set their availability, new tickets route by the method you choose, each agent decides on its own when to hand a conversation to a human and at what priority, and resolving a ticket releases the conversation back to the AI automatically.

• One inbox for every agent. Tickets escalated by any of your agents, across web, WhatsApp, Telegram, and email, collect in a single team Help Desk instead of being scattered per agent. Available on Pro.
• One timeline per ticket. Chat messages, email replies, internal notes, and every status change merge into one chronological view. Reply to the customer or leave a private note from a single composer, and choose whether each reply goes out over chat or email.
• Reply by email or take over live.Answer asynchronously by email, or take over the live conversation to pause the AI and chat with the customer yourself. While the AI is still handling a chat you cannot reply on the customer's channel by accident.
• A clear ticket lifecycle. Move tickets through New, Open, Resolved, and Closed, reopen one when an issue comes back, and resolving a ticket hands the conversation back to the AI for you. A customer reply automatically reopens a ticket that was waiting on them.
• Operators and availability. Invite teammates as operators, set yourself online, away, busy, or offline right from the inbox, and let new tickets assign manually, balanced by load, or round robin.
• Saved views. Save a combination of status, priority, agent, and sort as a named view, then switch to it in one click. Useful when you keep an eye on several agents at once.
• Customers can follow their tickets.From the chat widget's menu your customers open View tickets to see their open and closed requests with the current status on each, so they always know where a request stands without emailing to ask.

Notion knowledge and email from your own domain

Connect your Notion workspace and import pages and databases as agent knowledge. Plus, send agent email replies from your own verified domain so customers see support@yourcompany.com instead of ours. And connect remote MCP servers to give your agent new tools you control.

Notion joins files, text, websites, and Q&A as a knowledge source. Connect once, pick the pages and databases you want, and they are chunked and searched the same way as everything else your agent knows. When a page changes in Notion, re-sync pulls the latest version.

• Connect Notion. Link your workspace and choose exactly which pages and databases to import. Access stays read-only, and you decide what to share.
• Pick what to import. Browse the pages and databases your agent can read, select the ones you want, and they become searchable knowledge alongside your files and links.
• Re-sync when docs change. Pull the latest content for pages that changed in Notion. Pages that lose access are flagged in your knowledge list rather than quietly dropped.
• Send email from your own domain. On Pro and Scale, verify your sending domain with a few DNS records and agent replies go out from your address, like support@yourcompany.com, instead of ours. Inbound stays forwarding-based, so there is no mail server to migrate.
• Connect external tools with MCP. Link a remote MCP (Model Context Protocol) server under AI Actions, load the tools it offers, and switch on the ones your agent should use during chats. Connection status is shown, and re-sync picks up tools that were added or removed. Available on Basic and above.

One-page analytics and the email channel, rebuilt

The four analytics tabs are now a single page you scroll, with one period selector that applies everywhere. The numbers behind them are more trustworthy and gap detection is genuinely actionable. And the email channel grew up: your agent gets a readable address, replies that carry your name and signature, and settings you can preview as a real email before saving.

The analytics page reads top to bottom the way you would ask the questions: how busy is my agent, how well is it doing, what is it selling, and what should I fix next. A commerce funnel tracks conversations through cart, checkout, and order, and an action rail surfaces the knowledge gaps worth filling. On the email side, forward your support mailbox once and the agent answers in your voice, in the same thread, with the attachments your customers send.

We also swept the whole dashboard on desktop and on phones and fixed dozens of small things along the way: training shows its progress the moment you start it, long conversation previews no longer clip mid-letter, zero never masquerades as data, and managing knowledge from a phone actually works.

• One page, one period.Engagement, Quality, Revenue & Commerce, and Insights as sections on a single page. Pick a date range once and every chart follows.
• Commerce funnel. Follow conversations from first message to cart, checkout, and order, with revenue shown per currency if you sell in more than one.
• New metrics, also on the API. Unique users, total messages, and containment rate (how many conversations your agent resolves without a human) join the existing numbers, and the public API exposes them too, along with a new knowledge-gaps endpoint.
• Insights that stay fresh. Returning customers trigger a re-analysis of sentiment and intent instead of staying frozen at the first pass.
• Gap detection you can act on. The agent distinguishes questions it lacks knowledge for from things it cannot do, groups different phrasings of the same question by meaning instead of listing them separately, and ranks the result by impact. Each gap can be resolved into your knowledge base in place, or dismissed.
• Your agent gets a real email address. Pick a readable address like acme-support instead of a generated ID string. Forward your support mailbox to it and the agent answers every email in the original thread.
• Email replies in your voice. Set the sender name your customers see, add your signature, and optionally a short note that the reply was composed by AI. A reply delay batches quick follow-up emails into one answer, and the redesigned settings show a live preview of the exact email your customer receives.
• Attachments and guardrails. Customers can attach images and PDFs and the agent reads them when answering. Bounced or spam-flagged addresses pause automated replies and can alert a teammate by email, so nothing keeps sending into the void.
• WooCommerce from the first step. The agent setup wizard now connects your WooCommerce store directly, so a new agent starts with your catalog instead of an empty knowledge base.

AI Copilot and Agent Atlas

Two new ways to run your agent without digging through settings. AI Copilot configures the agent for you when you ask in plain language, and Agent Atlas draws the whole setup as a map you can navigate.

AI Copilot sits in the dashboard header. Ask it to tighten the tone, add your return policy, or retrain on a page, and it does the work. Agent Atlas shows at a glance what your agent knows, where it talks to customers, and which integrations and actions it can use.

• AI Copilot. Answers questions about your agent and acts on them: edit settings, add knowledge, retrain, and analyze conversations.
• You stay in control. Copilot asks for confirmation before deleting anything, and every change it makes is recorded so you can see exactly what it did.
• Agent Atlas.A visual map of your agent's setup: model, knowledge, channels, integrations, actions, and live chat. Every node links to its settings.

A redesigned dashboard

Your dashboard looks and works differently today. We redesigned every page around the daily work of running an agent: checking how it performs, adjusting how it behaves, and finding the setting you need without digging through menus.

The new Overview page anchors the redesign. It opens with your agent's status and the numbers that matter, and every card links straight to the setting behind it. Getting started got the same treatment: a guided wizard replaces the old setup flow.

• New dashboard design. Warm amber accent, regrouped sidebar, and an agent Overview page with status, KPIs, and cards that link to settings.
• Easier onboarding. The setup flow was redone as a guided wizard: start from a template or scratch, pick a model with a live preview, and choose a plan or decide later.

The chat widget, rebuilt

The chat widget is the part of Totebot your customers actually see, so we rebuilt it. It matches your brand more closely, answers with real interface instead of plain text, and lets visitors speak instead of type.

Conversations in a store are about products, so the agent now shows them in more detail. Ask about running shoes and you get product cards. Open one and you get a detail view with variants. Add to cart and a live cart with a checkout link appears in the chat, on e-commerce integrations.

• New design. Branded header with auto-contrast text, rounded message bubbles, a native emoji picker, full dark mode, and transcript download from the menu.
• Voice input.Visitors tap the mic and speak; audio is transcribed in your agent's language into the input box. Off by default.
• Per-page messages. Set welcome and suggested messages per page with URL rules, in the Content tab of widget settings.
• Restructured settings. Four tabs (Content, Appearance, Behaviour, Labels) with a live preview, light and dark themes, color controls, and per-agent behavior toggles.

Build agent behavior with composable Skills

Until now, shaping an agent's behavior meant maintaining one long instructions prompt. Skills replace it with focused playbooks you toggle per agent: upselling, returns, troubleshooting, complaint handling, and more.

Each skill starts from a prebuilt library version and is copied into your agent, so you can edit every line to fit your store. A core selling skill stays always on and keeps the agent focused on helping customers buy.

• Skills manager. Browse the skill library on the Instructions page and switch skills on or off per agent.
• Gap detection.Analytics surfaces questions your agent couldn't answer well, with suggestions for filling the gaps. Available on the Pro plan.
• Knowledge tools.Bulk-delete knowledge sources and browse dedicated Files, Text, Website, and Q&A views.