# July 2025 releases

> New AI automation capabilities, platform refinements, reporting enhancements, workflow updates, and productivity improvements for support teams.

Source: https://help.kustomer.com/en_us/july-2025-releases-rkDwSPWHgx

Last updated: 2026-06-01T23:28:00.412Z

New AI automation capabilities, platform refinements, reporting enhancements, workflow updates, and productivity improvements for support teams.

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.

### ✉️ Drag and drop email recipients (July 31)

You can now move recipients between the To, CC, and BCC fields in outbound messages.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d6cea4506be789c0373efa88273d9f50.gif)

### **🧠** AI Agent fallback configuration is now available (July 29)

AI Agent Teams will automatically unassign themselves from conversations when AI reasoning errors out, and route conversations to human agents. You can optionally configure a message to alert customers when this happens. Learn more in our [help article](https://help.kustomer.com/en_us/handle-failed-ai-agent-conversations-SkdnrD8Dxe).

This is available to all organizations with access to AI Agents for Customers.

### 🧠 Refresh individual AI Agent knowledge sources (July 29)

Now, you can refresh either an entire [knowledge source](https://help.kustomer.com/add-public-urls-r1IqUxWKJg) collection or each source individually.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f02f64d23c753bfacb1773590f50e0a8.png)

### 🛍️ Shopify Search Orders tool is now available for AI Agents (July 29)

The [Shopify Search Orders tool](https://help.kustomer.com/shopify-search-orders-tool-ryIZtEyNxx) is now available for organizations with the Shopify app installed.

This tool allows AI Agents to search for Shopify orders using a customer’s email address, allowing them to access key order details directly from your Shopify account. Unlike standard timeline searches, this tool provides access to additional order metadata that’s not available through Kustomer’s kobject timeline, helping AI Agents deliver more complete and accurate responses.

###  📣 New: Outlook integration now available (July 25)

You can now send emails from Outlook directly into Kustomer with a single click. Our new Outlook add-in makes it easy to capture important customer messages without the need for copy-pasting or forwarding.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1295886037b8fb90852648de6ec732ca.png)

To get started, download the manifest file and install the add-in in your Outlook settings. Once installed, you’ll see the Kustomer option in your message actions menu. Learn more [in our help article](https://help.kustomer.com/integrate-with-outlook-BkkNWDgx).

### 📝 Audit logs: Business rule names now shown (July 25)

[Audit logs](https://help.kustomer.com/en_us/use-audit-logs-S1Vj88QQN) now display the names of all **business rules** that were processed when a change is made to a record (customer, company, or conversation). If you have multiple rules in place, this makes it much easier to identify which ones were involved.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5e926b62fabf37f2795d1d8171b8d5ea.png)

Rule names in the audit log are also **clickable**, so you can quickly navigate to the specific rule in _Settings_ for review or updates.

**Note:** This change applies only to new business rule runs going forward—it is not retroactive.

### 📂 Help Center: Filter by uncategorized articles (July 24)

A new **None** option has been added to the _Category_ filter in the article manager. This lets you easily find articles that haven’t been assigned to any category, helping you stay organized and avoid ungrouped content in your help center.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/19b0a40726524715758ab4244f75d888.png)

### 📅 Timeline filters: Custom date range support (July 24)

You can now filter the timeline using a custom date range. This gives you more control and flexibility, allowing you to select specific date ranges beyond the predefined options of _This Week_, _This Month_, and _This Year_.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0a16895cb5ec8fcebf990e75fe3d86a5.png)

### 📞 Increased max wait time for Kustomer Voice calls (July 24)

Previously, the longest amount of time that calls could wait in queue before going to voicemail was 5 minutes (300 seconds).

**What’s new**

Calls can now wait for up to 10 minutes (600 seconds) before going to voicemail. This is available to all customers using Kustomer Voice.

**Learn more:**

*   [Routing settings](https://help.kustomer.com/en_us/general-queue-settings-SJwEnzfdI)
*   [Route calls to Kustomer Voice](https://help.kustomer.com/en_us/route-calls-to-kustomer-voice-ByuFCWYEa)

### 🧠 External knowledge: Zendesk help centers now supported (July 23)

You can now connect Zendesk help centers as an [external knowledge source](https://help.kustomer.com/add-public-urls-r1IqUxWKJg) in the AI Agent Studio. Once linked, your Zendesk articles will be indexed and made available to AI Agents for Customers and Reps. This allows the AI to reference your existing help content when crafting responses.

This feature is available to all organizations with access to the AI Agent Studio.

### 📱 New iOS v5.0.14 release (July 23)

View the [iOS changelog](https://developer.kustomer.com/chat-sdk/changelog/ios) for more information on what's included in this release.

### ⚙️ Workflow: Option to unset Tree (MLL) custom fields (July 23)

You can now set Tree (MLL) custom fields to `null` in workflows using the new **Unset** option in the TreePicker component. This makes it easier to explicitly clear field values when configuring workflow actions.

### ✨ New: Unset queues in workflows—no JSON required (July 22)

We’ve added a long-requested update to workflows: you can now unset queues for both conversations and tasks (kobjects) directly from the workflow builder—no JSON editing needed.

**What’s new**

*   Use the new "Unassigned" option in the queue dropdown when updating conversations or tasks via workflow actions. This removes the queue assignment and can re-trigger routing logic, just like manually clearing the queue.  
      
    
*   The new option uses the same 'unassigned' value you’ll recognize from assign and transfer modals, so behavior is predictable across the app.  
      
    
*   Queue dropdown was updated to include an “Unset Queue” option, allowing you to clear assignments with just a few clicks.  
      
    
*   When a queue is unset, the interface will now show "Unassigned" for clarity.  
      
    
*   Workflow logic now supports unsetting queues on both conversation and task events, expanding your automation capabilities.

### ✨ Now available: Ability to rename AI Agents and tools (July 22)

You can now edit the names of your AI Agents and tools, giving you more flexibility as your setup grows. Names must be unique across your entire org to avoid conflicts.

### 🔗 Enterprise web crawler: Support for sitemaps is now available (July 22)

We now support the ability for a user to provide a link to a sitemap of URLs when [configuring external knowledge sources](https://help.kustomer.com/add-public-urls-r1IqUxWKJg). The platform will then extract the URLs within this sitemap, index them, and make them available as knowledge sources for AI Agents for Customers and Reps.

This feature is available to all organizations with access to the AI Agent Studio.

### ⏰ Ability to snooze tasks now available (7/21)

Tasks and assignable custom objects (Klasses) just got a major upgrade. You can now snooze tasks and assign them custom sub-statuses, bringing Tasks closer to parity with conversations. These updates make it easier to track and manage internal work that doesn’t involve direct customer communication, all within Kustomer.

Each task type object now supports Open, Snoozed, and Done statuses, along with up to 50 sub-statuses and 10 customizable snooze options. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/570325181887f9fbc81f900e32eb1e2f.png)

You can manage these in the same place as conversation statuses by going to **Settings > Workspace > Statuses**.

**Learn more:**

*   [Create custom sub statuses](https://help.kustomer.com/create-sub-statuses-SJPuFIGPI)
*   [Customize snooze options](https://help.kustomer.com/snooze-customization-rkJxHSIb)
*   [Change conversation or task status](https://help.kustomer.com/change-conversation-or-task-status-HkvUsVS8W)

### **🌐 AI Agents for Reps: Two-Way Translations now generally available (July 17)**

Copilot now supports two-way translation, allowing agents to instantly translate both customer messages and their own replies, without the need for third-party tools. 

**How to enable it**

Admins can turn on two-way translations by going to **Settings > AI Agent Studio > Copilot** and toggling on the option at the bottom of the page.

**How agents use it**

When translation is turned on, agents can translate incoming messages into their application language using the **Translate message** link.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/417e71033459cf2c02172946ea7b0f05.png)

They can also translate their drafted replies into the customer’s preferred language by selecting **Translate Reply** from the **Writing Tools** menu.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7329291c9f015af94f6edade4feb8471.png)

This feature is available for all organizations with AI Agents for Reps.

**Learn more about two-way translations and Copilot:**

*   [Work smarter with AI-powered help from Copilot](https://help.kustomer.com/en_us/use-copilot-SyU13vB1lg)
*   [Set up Copilot](https://help.kustomer.com/set-up-copilot-B1p5rYV7ll)

### ⌨️ Keyboard shortcut added for Copilot (July 14)

You can now use option \+ l (macOS) or alt + l (Windows/Linux) to quickly switch to the Copilot tab or focus the text input field. For a full list of available shortcuts, [see this help article](https://help.kustomer.com/keyboard-shortcuts-Syn91BHIW).

### 🔍 Smarter Optional fields in Workflow Builder (July 14)

*   Only see the optional fields that matter—no more scrolling through dozens of empty ones.
*   A new searchable field picker makes it easy to find the fields you need by name, type, or description.
*   Handy count shows how many fields are in use (e.g., "2/34").
*   Improved accessibility with keyboard navigation and a clean, stable dropdown.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/47846987db8034c3d3e926bcabd1dd06.png)

### 📱 New iOS v5.0.13 and React Native v3.0.0 releases (July 14)

View the changelogs for more information on what's included in these releases:

*   [iOS changelog](https://developer.kustomer.com/chat-sdk/changelog/ios)
*   [React Native changelog](https://developer.kustomer.com/chat-sdk/changelog/react-native)

### 📱New React Native v2.7.2 release (July 11)

View the [React Native changelog](https://developer.kustomer.com/chat-sdk/changelog/react-native) for more information on what's included in this release.

### 📱New Android v4.0.0 release (July 11)

View the [Android changelog](https://developer.kustomer.com/chat-sdk/changelog/android) for more information on what's included in this release.

### 🔤 Chat character limit increase (07/11)

Character limits in **chat** have been increased from 1024 to 10,240. This provides you with more flexibility in [responding to customer replies](https://help.kustomer.com/respond-to-a-conversation-HJ7isEHUZ) via the chat channel and alleviates issues where messages needed to be split due to reply length exceeding the character limit.

Other channels and notes are unchanged from their current limits.

### 🧠 AI Agents for Reps: Improved Copilot response speeds and reasoning (July 11)

We have implemented architectural upgrades for the Copilot that improve its response speed and reasoning accuracy. These upgrades have already been applied to all organizations that currently use the Copilot - no additional configuration is required.

### 🗂️ Workflow settings view just got an upgrade (July 9)

*   The Workflow list now uses our new table layout for easier scanning and navigation.
*   Takes full advantage of screen width so you can see more at once.
*   All workflows are shown—no more 15-per-page limit.
*   Sort by clicking column headers to quickly find what you need.

### 🛠️ Copilot improvements (July 9)

*   **Modular components:** Rebuilt Copilot using reusable components for better consistency and future flexibility.
*   **SmartBar upgrade:** Updated SmartBar to use the new Copilot system, reducing duplication and improving maintainability.
*   **Improved messaging UX:** Added scroll indicators, auto-scroll logic, and typing feedback for a smoother chat experience.
*   **Visual polish:** Introduced an animated thinking state, improved dark mode, and refined UI styling.
*   **Stronger testing:** Increased test coverage and stability for all Copilot components.
*   **Performance fixes:** Resolved scroll bugs, removed unused code, and improved overall responsiveness.

### 📊 AI Agents for Customers report: Deeper insights are now generally available (July 9) 

We’ve introduced numerous enhancements to the AI Agents report!

*   **Observability**
    *   We’ve added a time-series chart of Active AI Agents, so you can see which AI Agents are initiating most frequently over time.
    *   We’ve also improved legend labeling so AI Agent names align with how they’re configured in AI Agent Studio.
*   **First Contact Resolution Rates**
    *   We’ve added a breakout of Human-Only First Contact Resolution Rate, so you can easily compare the aggregate performance of Human and AI agents on this key metric over the entire selected date range.
*   **CSAT** 
    *   We’ve also added AI-Involved and Human-Only Customer Satisfaction data.
    *   You’ll see both aggregate and time-series comparisons for these metrics.
*   **Layout & Labeling**
    *   Finally, we updated the report layout to prioritize key insights and enhanced labeling with more detailed explanations of how each metric is calculated and what insights can be gleaned from it. 
    *   We also enabled benchmarking to prior period performance on all the aggregate insights cards.

### 🛠️ AI Agent Studio improvements (July 9)

We’ve made a few updates to improve your experience in AI Agent Studio—check out what’s new below.

*   Upgraded guidance and instruction editor for agent names and tools to support rich text formatting.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/496d799f840551719ea2c6d00f3bcfa4.png)
*   When creating a new tool, the list is now sorted alphabetically for easier navigation.
*   Fixed the default zoom setting in the Team Graph View to be more dynamic depending on the number of AI agents in your team.
*   Enhancing clarity on the fields that AI will reason on (e.g. tool description) to help customers.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/16f8ff2b65c4103574e0c01cf079cb80.png)
*   Tool input and output fields now support **multi-select**, making it easier to configure Klass and Shopify tools.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4de870f48daa2020b3b0bda96cd5032e.gif)
*   Renamed a few key components to better reflect their functionality:
    *   Data Sources” → “Knowledge Sources” (to better reflect help center and public URL content)  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e03119cda431be27c7c6b6fc6075f459.png)
    *   “Custom Data Tool” → “Klass Data” (to highlight its use of Klass data for personalization)  
        ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b0cba8f64988cf2a7413fba09234efa8.png)
*   Added "Learn More" guides to the AI Agent Studio, AI Agents report, and Copilot report pages  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/66958dbd65363a8a59059bb95c8d83d4.png)

These changes are for all organizations with AI Agents for Customers.

### 📍New address types for company and customer (July 7)

When setting an address for a customer or a company, there are now two new address types - **Billing** and **Shipping**. This provides clients with more flexibility in selecting the type of address they store for both customers and companies.

**Company address options:**

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0425595453774625a6c5851d766fb9bc.png)

**Customer address options:**

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f07d520ad7e836928d238a87f3e53d94.png)

This update is available to all organizations on all plans.

### 📱 New iOS v5.0.12 release (July 7)

View the [iOS changelog](https://developer.kustomer.com/chat-sdk/changelog/ios) for more information on what's included in this release.

### 💬 Improved chat settings are now live (July 2)

We’ve made some improvements to the Settings page for Chat:

*   Moved the **Authorize domains** functionality from its previous location below the Brand selector to make it clearer that the configuration in Authorize domains applies to all brands, not just the currently selected one.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6b2653856bc63481662aa7071c85ff3e.png)
*   Renamed the settings tab “Domains” to “URL overrides” to better reflect the contents of the tab after moving “Authorize domains” out of it  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4bd76f25ae6cff74bb4145035c15ed09.png)

Admins can access the Chat settings page. For more information, see [Authorize chat domains](https://help.kustomer.com/en_us/authorize-chat-domains-rJX4_Q0XN) and [Chat settings: URL overrides](https://help.kustomer.com/en_us/chat-settings-url-overrides-HJTPDsZBll).

### 🔕 Improvements for summary notifications for AI Agents for Reps (July 1)

We have implemented some under-the-hood improvements to conversation handoffs and close summaries. When these summaries are added to conversations, notifications will no longer be triggered, thereby reducing the distractions agents experience while working on conversations.

This is available in all organizations that have AI Agents for Reps enabled.

### 🔐 Verification flow updates for AI Agents for Customers (July 1)

We've updated the passcode verification flow for AI Agents for Customers.

Now, when a customer goes through verification and no existing profile is found, a new customer profile will be created using the verified email address or phone number. Other fields, such as name or other customer information, will not be autopopulated into this customer profile.

In addition, the AI Agent will no longer confirm whether the email or phone number exists in your system when sending a passcode. It will simply acknowledge the request and proceed with the verification step.

This is only applicable to tools that trigger the verification flow. Learn more in our [help article](https://help.kustomer.com/verification-ai-agents-for-customers-B1nROb7Rkl).

Customers with pre-existing customer profiles will not see any change in verification behavior - i.e. the new conversation will be merged into a pre-existing customer profile if one exists.

This is available in all organizations that have AI Agents for Customers enabled.