April 9, 2026
Ask Open
A senior support ops expert that lives inside your dashboard. Six specialized skills, 140+ tools, and deep context awareness — all from a single conversation.A dedicated home for your AI assistant
- Personalized greeting based on your name, time of day, and top priorities
- Smart suggestion cards that surface automation trends, handoff spikes, and knowledge gaps
- Recent conversation history in the sidebar for quick context switching
Automation strategist — diagnose performance drops
- Real-time automation and handoff analytics with trend detection
- Root cause analysis — instruction changes, knowledge gaps, integration errors
- Handoff reason breakdowns with specific session examples
- Proactive suggestions to improve resolution rates
Training expert — rewrite instructions in chat
- Inline diff mode — see exactly what changed before accepting
- Create, edit, publish, and unpublish instructions from chat
- Manage instruction folders and visibility in bulk
- Full version history with one-click revert on every change
Session investigator — debug any conversation
- Full reasoning traces with tool calls, citations, and handoff details
- Debug any conversation by ticket number or session ID
- See which knowledge base articles were loaded and ranked
- Identify platform bugs and instruction gaps proactively
April 8, 2026
AI Instructions — redesigned
The training center has been completely rebuilt. A new editor, a new way to organize, and now you can see exactly how each instruction performs — all in one place.New editor & sidebar
- Sidebar tree — organize instructions into folders with drag-and-drop
- Rich text editor with formatting, lists, and inline code
- Agent Identity moved here — configure name, tone, and personality alongside instructions
- Published/Draft status in the header with one-click publish
- Search across all instructions from the sidebar
Instruction-level insights
- Handoff count per instruction — see how often the AI escalates
- Customer sentiment breakdown — neutral vs angry
- Handoff reason analysis — missing knowledge, following instructions, unclear instructions
- Recent handoffs table with ticket links and timestamps
Sort instructions by handoff impact
- Sort by handoffs — most or least, your choice
- Date range filter — see handoff trends for any period
- Instantly spot which instructions need rewriting
Version history & one-click revert
- Full version timeline — every publish creates a numbered version
- See who made each change and when
- One-click revert to any previous version
- Active version badge shows which version is live
Bulk folder actions
Manage AI instructions at scale. Change visibility, publish, or unpublish entire folders at once — no more editing instructions one by one.- Bulk publish and unpublish all instructions in a folder
- Change visibility of an entire folder at once
- Unpublish individual instruction documents
April 7, 2026
Action segment filters, workflow code steps & translation glossary
Restrict AI actions to specific contact segments, write richer automations with await and fetch in code steps, and control session translations with a custom glossary.April 6, 2026
Phone agents run workflows
March 19, 2026
Email templates, contact blocking & voice workflows
Reusable email templates with variables, language detection, and workflow actions; block contacts across Slack and voice; stronger Confluence sync; Zendesk and HubSpot fixes; voice agents can run workflows and see live chat during calls.March 16, 2026
Deep research alerts, help center media, SLA API & Salesforce MIAW
Notifications when deep research finishes or VOC exports are ready; upload images in the help center; SLA analytics and chat-history context in the API; Salesforce Messaging webhooks; desktop notifications and inbox comment polish.March 9, 2026
Inbox Comments, Notifications & Shopify Integration
Threaded comments with @mentions in the inbox, a real-time notification center with keyboard navigation, Shopify as a knowledge base data source, and nested help center categories.March 2, 2026
SLA Policies, Scoped API Keys & Content Checks
Service level agreements with real-time tracking and breach notifications, fine-grained API key permissions, AI-powered content quality checks for help center articles, and expanded webhook and export coverage.February 23, 2026
Help Center Customization & Voice Recording
Major help center customization options, new crawl public API, built-in voice session recording, and reliability improvements across workflows and integrations.February 16, 2026
Image Uploads, Handoff Insights & Web Crawler v2
Help center now supports image uploads and article cross-referencing. New handoff analytics, web crawler v2 with scheduled jobs, and OpenAPI tool validation before import.February 9, 2026
Voice Agents with SIP, FareHarbor & Server-Side Data Export
Full TypeScript-based LiveKit voice agents with SIP trunk integration for inbound and outbound calls, FareHarbor booking integration, revamped data export with server-side processing, and Freshdesk integration.January 29, 2026
Saved Reply Variables
Major updates to the help center with improved translation workflow, enhanced saved replies editor with variable support, and better AI agent capabilities. Includes performance improvements and UI refinements across the platform.January 26, 2026
Zendesk Auto-Fill on Ticket Closure
When closing Zendesk tickets, the AI now automatically fills required custom fields. Includes Slack notifications and internal notes for closed tickets, ensuring all necessary information is captured before resolution.January 25, 2026
WhatsApp Multi-Line Messages
Messages sent through WhatsApp now preserve line breaks properly. Multi-line messages display as intended, improving readability for customers. Better handling of leads and visitors in Intercom. Contact details are now fetched more reliably using multiple identifiers, with proper fallback to email addresses when webhook data is incomplete.January 24, 2026
Knowledge Base Filters
Add filters to your knowledge base semantic search. Narrow down results based on metadata to find the most relevant content faster. New analytics dashboard for handoff events with filtering options. Track handoff reasons, view reason combinations, and analyze patterns to optimize your support workflow. When rejecting suggested insight categories, you can now specify a fallback category. This ensures insights are always properly categorized, improving organization and analysis.January 17, 2026
Role-Based Access Control
Comprehensive role management system with custom roles and permissions. Define granular access controls for your team members and manage user permissions at scale. Configure how conversations are distributed within teams. Set custom assignment strategies and max session limits per team member to balance workload effectively.January 16, 2026
Auto-Assign Group Action
Automatically assign conversations to specific support groups based on workflow conditions. Configure fallback groups to ensure tickets are always routed properly.January 15, 2026
Filter Insights by Team Assignment
Filter customer insights by assigned or unassigned teams. Quickly find insights that need team assignment or review those already being handled. Improved reliability when syncing data with HubSpot, especially for customers on lower plans who may hit rate limits.January 14, 2026
Faster Workflow Run Logs
Workflow run logs are now significantly faster. View detailed execution history for all your workflows with improved performance.January 13, 2026
Agent Handoff Controls
Enhanced handoff settings that respect your availability configuration. Prevent handoffs when turned off in settings, ensuring AI continues handling conversations.January 12, 2026
Enhanced Insight Comments
Insight comments now support reactions and read tracking. See who has viewed your comments and engage with team feedback using emoji reactions. Each customer insight now has a unique sequential number for easier reference and tracking. Quickly identify and reference specific insights across your team. Configurable wait time before fetching Intercom conversation custom attributes. Ensure all custom data is collected before processing conversations. Filter chat sessions by team IDs in the API. Retrieve conversations assigned to specific support teams.January 11, 2026
Front Integration
Fetch article content from Front knowledge base. Integrate your Front help center content into your AI’s knowledge base.January 10, 2026
Multiple Inboxes
Organize conversations across multiple inboxes. Route and manage different types of conversations in separate inboxes based on channel, team, or your own criteria. Assign different office hours to individual teams. Each support group can now have its own availability schedule and assignment rules. New workflow action to retrieve custom office hours and check if the current time falls within them. Make routing decisions based on team-specific availability.January 9, 2026
Enhanced Zendesk Agent Control
Improved handling of Zendesk handoffs. When Zendesk agents reassign conversations back to the AI, control is automatically passed back to ensure seamless transitions. Enhanced Twilio Flex integration with better task management, improved logging, and support for custom first messages. Conversations close properly when tasks are resolved.January 8, 2026
Prohibited Topic Detection
New system messages when prohibited topics are detected, including the reasoning behind the detection. Provides transparency in AI safety controls. Improved AI accuracy with reranking for both organization knowledge base and custom instructions. The AI now prioritizes the most relevant information when responding. Full-text search capabilities for workflow run logs. Quickly find specific workflow executions by searching through log content.January 7, 2026
Zendesk Audit Logs
Access Zendesk audit logs to track ticket changes and agent actions. Better visibility into ticket history and modifications. Enhanced customer insight generation with better quality controls and filtering. The system now prioritizes generating high-quality, actionable insights. Improved error handling and automatic retries across AI operations. Better resilience when handling timeouts and unexpected errors. The AI now includes whitelisted session and contact custom data in its context. Configure which custom attributes the AI should consider when responding to customers.January 6, 2026
Enhanced Customer Insights Processing
Significant performance improvements to customer insights analysis. Faster processing of session insights with optimized batch operations. Enhanced attachment handling with presigned URLs for better security and performance when the AI processes file attachments.January 5, 2026
Session Sentiment in API
Session sentiment and AI closure type are now included when retrieving sessions through the public API. Better visibility into conversation outcomes. Enhanced contact details view with more comprehensive information. Get a complete picture of each contact’s history and interactions.January 4, 2026
Filter by Ticket Custom Data
Filter sessions by custom ticket data fields. Find conversations based on any custom metadata you’ve stored on tickets. Filter customer insights by session language. Analyze feedback from specific language groups separately. New workflow action to check if the current time is within default working hours. Make scheduling decisions in your automations.January 3, 2026
Prohibited Topic Workflow Trigger
Trigger workflows automatically when prohibited topics are detected. Take custom actions like notifying supervisors or escalating conversations. Connect Front to Open.cx for AI-powered support. Handle conversations from Front with seamless integration for message sending and conversation management.January 2, 2026
Next-Generation AI Agent (V5)
New AI agent architecture with improved reasoning capabilities and better performance. Enhanced conversation handling with more accurate responses.January 1, 2026
Office Hours V2
Redesigned office hours system with improved flexibility and performance. Better management of team availability across multiple timezones.December 31, 2025
AI Closure Type Filter
Filter chat sessions by AI closure type. Analyze how the AI resolved conversations and identify patterns in automated resolutions.December 30, 2025
Faster Inbox & Search
Significant performance improvements to inbox sessions loading and search (contacts and messages).December 15, 2025
Saved Replies
Create and reuse pre-written responses for common questions. Saved replies help agents respond faster while maintaining consistent messaging across your team.December 14, 2025
Agent Availability
Simplified agent availability with a clear on/off toggle and custom status messages. Agents can now set a custom status to let their team know what they’re working on while indicating their availability for new conversations.December 11, 2025
WhatsApp Interactive Lists
When the AI has more than 3 suggestions to offer, they now appear as an interactive list in WhatsApp. This provides a cleaner experience for customers navigating multiple options.December 9, 2025
Pre-Handoff Workflow Trigger
Trigger a workflow right before a conversation is handed off to a human agent. Use this to gather additional context, update CRM records, or prepare the agent with relevant information before they take over.November 29, 2025
Workflow Versioning
Create, update, and manage multiple versions of your workflows. Enable or disable specific versions, making it easy to iterate on your automations without losing previous configurations. Roll back to earlier versions or test new changes before going live.November 2, 2025
Knowledge Gap Detection
Automatically identify topics where your knowledge base is lacking. Based on real customer conversations, the Customer Insights feature now detects gaps in your documentation, helping you understand what content to add.October 27, 2025
Quick Reply Suggestions
Actions can now automatically generate quick reply suggestions for certain channels.October 23, 2025
Custom Session Statuses
Create custom sub-statuses for your sessions beyond the default open/resolved states. Track conversations through your own workflow stages like “Waiting for customer”, “Escalated”, or “Pending review”.October 20, 2025
Session Tag Filter
Filter your inbox by tags to quickly find related conversations.October 15, 2025
Facebook Messenger Channel
Connect Facebook Messenger to Open through Zendesk Sunshine. Your AI assistant can now handle conversations from Facebook alongside your other channels.October 9, 2025
Waiting On Filter
Filter sessions by who they’re waiting on — customer, agent, or AI. Quickly identify conversations that need attention and prioritize your queue accordingly.October 5, 2025
Update Global Variables Action
Modify your organization’s global variables from within workflows.October 3, 2025
Create Zendesk Ticket Action
Create Zendesk tickets directly from workflows with full control over ticket fields, tags, and assignees.September 21, 2025
Update Pipedrive Lead Action
Update leads in Pipedrive directly from your workflows.September 20, 2025
Facebook Messenger Channel
Connect Facebook Messenger pages to Open. Your AI assistant can now handle conversations from Messenger alongside your other channels.September 16, 2025
Instagram Channel
Connect Instagram business accounts to Open. Handle DMs from Instagram with the same AI-powered support as your other channels.September 14, 2025
Restrict AI Instructions by Segment or Channel
Limit specific AI instructions to certain contact segments or channels. Provide tailored responses for VIP customers, specific regions, or different support channels.September 11, 2025
Conversation Closed Webhook
Receive webhooks when conversations are closed. Integrate with external systems to trigger follow-up actions or sync conversation data.September 10, 2025
Require Contact Info on Handoff
Configure handoff to require name and email before transferring to a human agent. Ensure agents always have the contact information they need.September 9, 2025
Source Email Filter
Filter your inbox by the email address conversations originated from. Useful for teams managing multiple support addresses.September 4, 2025
Handoff Webhook
Receive webhooks when conversations are handed off to human agents. Trigger external workflows or notifications when handoffs occur.September 2, 2025
Contact Segments
Create dynamic contact segments based on attributes, tags, or custom data.August 24, 2025
Zendesk AI Field Auto-Fill
AI automatically fills custom Zendesk ticket fields when handing off conversations.August 19, 2025
Custom Session Views
Create and save custom filtered views of your inbox. Organize your AI training content into folders. Keep instructions organized by topic, product, or team for easier management.August 17, 2025
Widget CSAT
Collect customer satisfaction scores directly in the chat widget after conversations resolve.August 16, 2025
FreshChat Integration
Connect FreshChat to Open for AI-powered support. Handle conversations, handoff to agents, and sync resolution status.August 12, 2025
Close Ticket Action
Close tickets from workflows. Automatically resolve conversations based on conditions or customer confirmation. Trigger message sequences from workflows. Send automated follow-up messages or onboarding flows based on conversation outcomes.August 9, 2025
HubSpot Integration
Connect HubSpot to Open for AI-powered support on tickets. Handle conversations from HubSpot with the same AI capabilities as your other channels.August 5, 2025
AI Transcription
Automatically transcribe audio messages. Voice messages from customers are converted to text for AI processing and agent review.July 20, 2025
Twilio Flex Integration
Connect Twilio Flex to Open.cx. Route conversations to your Flex contact center with AI handling and seamless handoffs.July 13, 2025
Ticket Inactive Trigger
Trigger workflows when tickets have been inactive for a specified time. Automate follow-ups or escalations for stale conversations.July 9, 2025
Blocked Domains
Block emails from specific domains. Prevent spam or unwanted messages from reaching your inbox.July 8, 2025
New Contact Trigger
Trigger workflows when new contacts are created. Automate onboarding sequences or sync contacts to external systems.July 5, 2025
Add Contact Action
Create new contacts directly from workflows. Capture customer information and add them to your contact list automatically.July 3, 2025
Form Submit Trigger
Trigger workflows from form submissions. Connect your forms to automations for lead capture, support requests, or data collection.July 2, 2025
Webhook Trigger
Trigger workflows from external webhooks. Connect any system that can send HTTP requests to your Open.cx automations.July 1, 2025
Workflow Rerun
Rerun failed workflows with a single click. Debug issues and retry automations without recreating the trigger conditions.June 30, 2025
Customer Insight Categories
Organize and categorize customer insights. Group related feedback to identify patterns and prioritize improvements.June 29, 2025
Customer Insights Search
Search through customer insights by keyword. Quickly find specific feedback or themes across all your customer conversations. Show a typing indicator in WhatsApp while the AI is processing a response. Customers see that their message is being handled.June 27, 2025
Run Code Action
Execute custom JavaScript code in your workflows. Transform data, perform calculations, or implement custom logic.June 24, 2025
Deep Research for Insights
Generate comprehensive research reports from customer insights. Dive deeper into trends and get actionable recommendations.June 16, 2025
Ask AI About Data Action
Query AI with structured data in workflows. Pass JSON data and ask questions to extract insights or make decisions. Trigger workflows when phone calls start or finish. Automate follow-ups, logging, or notifications based on call events.June 14, 2025
Manual Trigger with Payload
Trigger workflows manually with custom data. Test automations or trigger one-off runs with specific payloads.June 12, 2025
Sync Tags to Integrations
Automatically sync session tags to Intercom and Zendesk. Keep your tags consistent across platforms.June 11, 2025
Team Assignment
Assign conversations to teams. Route tickets to the right group based on topic, language, or custom rules.June 6, 2025
Translation Settings
Configure real-time translation settings for your AI. Control which languages are translated and how. Set different office hours for different languages. Provide availability based on your team’s language coverage.June 1, 2025
Blocked Contacts
Block specific contacts from reaching your inbox. Prevent spam or unwanted messages from known bad actors.May 25, 2025
Snooze Customer Insights
Snooze customer insights to review later. Keep your insights queue focused on what needs attention now.May 21, 2025
Comments on Insights
Add comments to customer insights and recommendations. Collaborate with your team on how to address feedback.May 18, 2025
AI-Triggered Workflows
The AI can now trigger workflows during conversations with customers. Automate actions based on what the AI learns from the conversation.May 17, 2025
Salesforce Integration
Connect Salesforce to Open.cx for case management. Create, update, and sync cases with your Salesforce instance. New workflow steps to ask AI questions about data or the current session. Make intelligent decisions in your automations.May 10, 2025
Outbound Phone Calls
Make outbound phone calls from the API. Proactively reach out to customers with AI-powered voice calls.May 6, 2025
Workflow Outbound Actions
New workflow actions to send Slack messages, emails, and webhooks. Plus actions to close sessions and change assignees.May 5, 2025
Intercom Attachments
Process file attachments from Intercom conversations. Images and files are now handled alongside text messages.April 24, 2025
Session Date Filters
Filter sessions by date range in the API. Query conversations from specific time periods. Filter sessions by contact custom data fields. Find conversations based on any custom attribute you’ve stored.April 13, 2025
WhatsApp in Sequences
Include WhatsApp messages in your automated sequences. Reach customers on WhatsApp as part of multi-channel flows. Filter reports by session tags. Analyze performance for specific conversation types or categories.April 6, 2025
Training Public API
Manage AI training content through the public API. Create, update, and delete training programmatically.April 5, 2025
WhatsApp Location Messages
Receive and process location messages from WhatsApp. Customers can share their location in conversations.March 30, 2025
Auto-Resolve Sessions
Automatically resolve WhatsApp and email sessions after 24 hours of inactivity. Keep your inbox clean without manual intervention.March 29, 2025
Agent Availability
Track agent availability status across your team. See who’s online, offline, or busy at a glance.March 25, 2025
Contact Search by Insight
Search contacts by insight description using natural language. Find customers related to specific feedback themes.March 22, 2025
Handoff Outside Office Hours
Configure whether to allow handoffs outside office hours. Control how conversations are routed when your team is unavailable. New reporting endpoints for agent performance metrics. Track response times, resolution rates, and CSAT by agent. Send and receive media messages on WhatsApp. Images, documents, and files are now fully supported.February 25, 2025
Team Resolution Stats
Track resolution statistics by team. See how each team contributes to customer insights.February 24, 2025
Customer Insight Clustering
Automatic clustering of customer insights using AI and vector similarity. Related feedback is grouped together.February 22, 2025
Team Handoff Reports
Daily handoff statistics by team. Track how conversations are distributed across your support teams. Filter knowledge base items by custom properties. Find content based on metadata you’ve added.February 20, 2025
Intercom Integration
Full Intercom integration with conversation management, handoff support, and team assignment. Trigger workflows on a schedule using cron expressions. Automate recurring tasks and reports.January 30, 2025
Wait Step
Add wait steps to workflows. Pause execution for a specified duration before continuing to the next step.January 29, 2025