Release notes

We’re always working to make our platform better for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up to date with the latest changes.What's new:HIPAA-Compliant Kustomer Voice is now generally available (January 31)Kustomer Voice is now HIPAA compliant, providing you with a secure way to handle sensitive calls and messages. Customers can take calls using a Kustomer Voice number, as well as send and receive SMS messages through Voice.Customers using HIPAA-compliant Kustomer Voice can use traditional IVRs or use Voice alongside AI Agents for Customers.Call transcriptions, call summaries, and call recordings are supported.Who has access to this feature?You must be on the Ultimate AI plan to be eligible for HIPAA-compliant Kustomer Voice. See this page for more information about HIPAA compliance at Kustomer.New mobile SDK releases (January 31)We recently released iOS v5.0.8, Android v3.4.2, and React Native v2.6.0. View the chat SDKs changelog for more information on what's included in these releases.New Android v3.4.1 SDK release (January 24)View the Android changelog for more information on what's included in this release.New Android v3.4.0 SDK release (January 14)View the Android changelog for more information on what's included in this release.Message direction indicators in search results  (January 7)Search results now show whether a message is inbound or outbound for each conversation. This improvement makes it easier for you to find the information you need at a glance.Update to our knowledge base article editor: Improved pasting experience (January 7)You can now paste content into the article editor from sources like Google Docs or Microsoft Word without the extra HTML formatting. This update ensures that only the essential formatting is preserved in your articles, keeping your content clean and consistent.New iOS v5.0.7 SDK release (January 6)View the iOS changelog for more information on what's included in this release.New language support for conversational assistant templates (January 6)We’re excited to announce expanded language support for creating assistants in Customer Assist.You can now create assistants in French, Dutch, and German, in addition to the previously supported languages.This update allows you to leverage our pre-built templates in these new languages, making it easier than ever to deploy multilingual conversational assistants. Learn more about assistants in this help article.New channel support for AI Agents - Forms (January 6)You can now deploy AI Agents to respond to any inbound forms, and have it reply to the customer via email. This allows you to specify deployment conditions based on conversation attributes as defined in the form.Who has access to this feature?This is available for all clients on a conversation-based plan when configuring deployment conditions for their AI Agent Team.

We’re always working to make our platform better for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up to date with the latest changes.What's new:Improved dialpad for Kustomer VoiceAccessibility improvements to chat SDK are now generally availableNew Android v3.4.3 SDK releaseAI Agents can now access public URLs as data sourcesAI Agents can now connect to external systemsNew app releases from our partnersNew workflow actions for KObjectsData deletion tool is now generally availableImproved dialpad for Kustomer Voice (Feb 28)Improved the dialpad experience for users navigating an interactive voice response (IVR) with Kustomer Voice.Accessibility improvements to chat SDK are now generally available (February 28)Several improvements have been made to the functionality of chat SDK to improve the experience for people using keyboard navigation and/or screen readers:Customers using keyboard navigation no longer get stuck on the “Minimize Chat” button of the chat window.The chat logo that our customers use within the chat window now has an image description via alt text for people using screen readers.The image description via alt text for the “conversations empty” image has been removed in order to comply with best practices that recommend removing unnecessary content for people using screen readers.The heading structure within the chat window has been updated to align with best practices for keyboard navigation, increasing speed of navigation for people using keyboard navigation and/or screen readers.This update is available to all Kustomer chat SDK users on all plans. Learn more about our chat SDK:Install chatDeveloper documentationNew Android v3.4.1 SDK release (February 27)View the Android changelog for more information on what's included in this release.AI Agents can now access public URLs as data sources (Feb 17)Admins can now add individual public URLs as data sources in addition to public knowledge bases, and have the AI Agents use these to frame responses to customers.Today, these URLs can be added on a page-by-page basis and indexed or reindexed manually. Once indexed, the URL collection can be added as a data source to the appropriate AI Agent team and will be used when replying to the customer.Who has access to the feature?This feature is available to Admins and Org Owners who have access to AI Agent Studio. For more information, see this help article.AI Agents can now connect to external systems (Feb 17)AI Agents can connect to external systems using tools powered by OpenAPI specifications, allowing them to retrieve real-time data, provide more accurate responses to customers, and perform actions like:Get customer data from external systems;Place orders on external e-commerce systems;Adjust bookings on travel booking systems;Check stock levels from warehouse inventory systems.Admins can use the OpenAPI spec for an external system and create a single tool (one CRUD operation) at a time, along with specifying reasoning and preset attributes that will be set when the AI Agent calls the tool.As part of this release, the following authentication schemes are supported:Bearer TokenAPI KeyBasic AuthenticationWho has access to the feature?All clients that have access to AI Agent Studio. For more information, see this help article.New app releases from our partnersThe following apps are now available in the App Directory. Admins and any users with permission to install Apps can access them. Aftership by AftershipAfterShip is a web-based automated shipment tracking platform for eCommerce retailers. A single interactive dashboard allows merchants to track their shipments across 1000+ couriers worldwide, including USPS, UPS, FedEx, BlueDart, and DHL. The all-in-one tracking system enables retailers to enhance their post-purchase experience and avoid service tickets with branded tracking pages, a 1-click order lookup widget, mobile tracking app, and proactive delivery notifications.Guru by GetGuruGuru's AI Search gives your team instant answers by searching across your company's apps, docs, and chats. Then it transforms that scattered information into an always up-to-date, easy-to-use single source of truth. Guru lives where you work, so you get the knowledge you need without disrupting your flow, relying on colleagues, or even opening a new tab. Get Guru and get answers.Netomi Agent Assist by Netomi AIAssist agents in efficiently handling conversations with end-users by providing conversation summaries, context, AI suggestions, and analytics.TaskGPT by TaskUsTaskGPT is a proprietary, secure GenAI platform powering a range of tools to help customer service teams deliver superior customer experiences. Its key real-time features enhance operational efficiency, decrease Average Handling Time (AHT), reduce human errors, boost accuracy and quality and increase consistency.Juble.io by Juble.io The Juble.io Integration for Kustomer simplifies managing customer support across multiple marketplaces like Amazon Seller Central, Mirakl, Miravia, Newegg, Octopia / CDiscount, and Walmart. Streamline your operations by consolidating interactions, order details, and communication channels within the Kustomer platform.New workflow actions for KObjects, like Tasks (Feb 10)Workflow actions now support additional key data points for KObjects: assignedUser, status, and queue. This enhancement allows admins to create more dynamic workflows and automate key actions without relying on API calls. With this update, workflows can efficiently reference and act on things like KObject queue assignments and status changes. This is especially valuable for automating task routing and reassignments, like moving work to a different queue based on when an attribute update occurs.Who has access to this feature?This update is available to admins, org owners and any users with permission to edit workflows. No additional setup is required—these attributes will now appear as available options when configuring workflows.Data deletion tool is now generally available (Feb 10)You can now set up recurring rules to help you manage your data and stay below your storage limits. Rules run once per day and delete data that matches the rule criteria. Currently, this feature can delete Conversations and custom object (KObject) data. Messages, notes, and attachments will also be deleted when deleting conversations. Deletion rules will delete up to 10,000 records that match the rule criteria starting with the oldest records. Deletion rules can be deactivated or deleted if they are no longer needed. Records that get deleted will be visible in the audit log.Who has access to this feature?This feature is available to Admins and Org Owners on all plans. For more information, see this help article.

We’re always working to make our platform better for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up to date with the latest changes.What's new:Improvement to multi-party email conversationsNew ways to hand off conversations to AI Agent teamsExpanded support of skills in business rulesOption and multi-level list updates now sync automatically in formsNew search update controlsDefault search API rate limitsImprovement to multi-party email conversations (March 18)This release improves the current email experience by showing the actual sender of each email in a conversation, instead of automatically attributing it to the customer whose timeline the conversation appears on.Note: This update is available for organizations using Postmark for email. You must update your Postmark app to v1.1.18 to see the new behavior. This improvement is not retroactive to emails that were received before the update. This improvement will be available for Gmail conversations in a future release.If the person sending the email is not a customer in the organization, we will create them as a customer but keep their message in the main conversation.New ways to hand off conversations to AI Agent teams (March 10)Note: Updated on March 18 to include the release of the Transfer to AI Agent team interaction.You can now manually assign conversations from a human agent to an AI Agent from directly within a conversation. This option can be turned on in each AI Agent team's settings page.We've also improved how AI Agents process handoffs. Now, when an agent @mentions an AI Agent team in a note, the AI Agent will consider all notes where it was mentioned when responding after the handoff.Additionally, we've released two features that allow you to automate the handoff to an AI Agent team from either a workflow or Customer Assist. This allows you to to benefit from the deterministic rules-based elements of these features in scenarios that require them. For example, to deliver a legally required notification that a call will be recorded and allow callers to opt out, while also allowing for the efficiency gains from AI Agents.The new Transfer to AI Agent interaction can be used to automate the handoff from a conversational assistant to an AI Agent team.The new AI Agent Handoff workflow action can trigger an AI Agent handoff, allowing workflows to guide the process before the AI Agent takes over.In both cases, the AI Agent team must be deployed for the same channel as the assistant. However, the AI Agent will only respond if its own deployment conditions are met at the time of transfer.Who can access this feature?These features are available to all clients with access to AI Agent Studio and workflows or Customer Assist.Expanded support of skills in business rules (March 10)Conversations can now have skills added or removed via business rules. When creating or editing a business rule, you can choose a new field action to set (add) or clear (remove) a conversation’s skill.Previously, once a skill was manually removed via the UI, it wouldn’t be re-applied by any automated process—even if the conditions were met again.Now, if you want to re-add (or remove) a skill automatically, you can do so with a business rule, allowing you to support use-cases where conversations need to be reassigned or re-routed to agents that require the original skillset to resolve the ticket.Who has access to this feature?This functionality is available to clients on Ultimate plans with access to skills-based routing. See these articles to learn more about using actions in business rules and routing conversations by skill.Additional detailsSkill rules vs. business rules: Skill rules remain unchanged in their default behavior (manual removal stops re-application). However, business rules can override that by actively adding or removing skills as part of your workflow logic.No impact on existing skill rules: Existing skill rules that assign skills upon first inbound interaction still function as before.Option and multi-level list updates now sync automatically in forms (March 7)Now, when you add number or single-line text option lists or multi-level list attributes in a knowledge base form, updates to the list values will sync automatically in those forms.Previously, updating a number or single-line text option or multi-level list didn’t update forms using that attribute. You had to manually remove and re-add the attribute for the changes to appear.Action required:If you have existing forms that were created using the visual form builder, you must Update your form to ensure that your latest changes are applied. Future updates to these attributes will sync automatically.Learn more about forms in this help article.New search update controls (March 4)Automatic search updates are now available, giving you greater control over your search configuration. You can now select whether you want your search results to automatically update, or refresh your results manually.This update is available for all existing clients. For more information, see Refresh your search results.Default Search API rate limits (March 4)Clients who access the Search API endpoint will now encounter a default rate limit of 100 requests per minute (RPM). See this page for more information on our rate limits.