Skip to main content
​

​
Block abusive IPs on your own rules, not by hand

Blocking an IP used to mean noticing the abuse, digging the address out of somewhere, and banning it forever. Now a workflow can count how many sessions an address has opened in the last few minutes and block it on whatever threshold you consider abusive — and blocks can expire on their own, so a shared office or mobile-carrier address is never banned permanently by mistake. Every session in the inbox shows the address it came from, and session exports can carry it too.
​

​
Design your own CSAT surveys

The CSAT template editors — custom HTML for the web feedback page and the request email, with variables, previews, and test sends
Your CSAT surfaces are now fully yours: bring your own HTML for the feedback page customers land on and for the CSAT request email, edit and preview both from Settings → CSAT, and manage them via the public API or by just asking Companion.
​

​
Block abusive visitors by IP

Settings → Autopilot now has a Blocked IPs list alongside blocked contacts and domains. Block a single address or a whole CIDR range and that visitor can no longer reach your AI assistant — useful when someone keeps creating throwaway contacts, so contact- and domain-blocking never bite.
​

​
Enterprise SSO with SAML and OIDC

Sign in through your own identity provider — Okta, Entra, OneLogin, and friends — with DNS-verified domains and just-in-time provisioning that grants new users a least-privilege role.
​

​
Crawl password-protected websites

The website crawler can now sign in to your protected sites. Add HTTP Basic, bearer token, cookie, or custom-header credentials to a website datasource and every crawl authenticates automatically — credentials are encrypted at rest and never shown again after saving.
​

​
See how your team adopts Companion

The Companion Adoption report — active teammates, sessions, and what teammates use Companion for
A new Companion Adoption report shows how your team uses the AI copilot — active teammates against seats, sessions and turns, what they use it for, and escalations to the OpenCX team.
​

​
Analytics, rebuilt for speed

The Impact Dashboard loading instantly on a high-volume workspace
The Impact Dashboard is now much faster. It loads in moments, even with millions of conversations, and Companion’s analytics and the dashboards you build with it got the same speed boost.
​

​
Introducing Companion Apps

Now you can build your own tools right inside the platform. Describe the dashboard or inbox widget you want, and Companion turns it into a working app in minutes, shaped around how your team works.

​
Custom reports for the metrics that matter

A custom reports dashboard built with Companion
Track resolution, CSAT, SLAs, and cost the way your team measures them. Describe the custom report or dashboard you want, and Companion builds it on your live data — the answers you need, ready in minutes.
  • See where conversations resolve, stall, or escalate
  • Go from a question to an answer in minutes

​
Faster resolutions, without the tab-switching

A delivery map widget pinned beside a conversation in the inbox
Bring the exact context a conversation needs into the inbox — order status, a live delivery map, account history — so agents answer on the spot instead of digging through other tools.
  • Cut handle time with the context already in reach
  • Surface live order, delivery, and account details
​

​
Ask Companion any analytics question

Companion answering a custom analytics question
When the built-in reports don’t cover it, Companion now runs the analysis for you — custom breakdowns, percentiles, trends, and cross-cuts over your conversations, CSAT, SLA, agents, and tags. Just ask in plain language.
​

​
Companion can now run your actions

Ask Companion to run one of your actions and it makes the real request for you — with your confirmation — then shows you the response. It can run your workflows too.
​

​
See which Instructions, Knowledge, and Actions your AI uses

Every AI reply now records the Instructions, Knowledge Base articles, and Actions it drew on. Each one gets a usage view — how often it was available to the AI versus actually used, the handoffs tied to it, and the conversations that used it — and you can filter your inbox by them.
​

​
Freshdesk ticketing, HubSpot AI fields, and richer session exports

Connect Freshdesk as a ticketing system, let AI fill your configured HubSpot fields, and export sessions with your own custom data columns — with live progress while the export runs.
​

​
Excluding a page now removes it from your AI

When you exclude a crawled page — or add an exclude rule to a website source — its content is removed from your knowledge base, so your AI stops answering from pages you meant to hide.
​

​
Keep insight categories organized — and catch issues when they come back

Up to 150 insight categories with a usage meter. Companion helps merge duplicates. Resolved issues reopen when they happen again, and you can see similar insights at a glance.
​

​
Talk about insights with your team

Comment on insights like the inbox — threads, @mentions, notifications, and jump to the right comment from a notification.
​

​
Schedule when AI instructions apply

Set start and end dates for AI instructions. Before you publish, see what is scheduled, live, or already past.
​

​
Smarter email and Twilio Flex in the inbox

Control how each email channel handles mail, use reusable templates, and see Twilio Flex agent messages in the inbox.
​

​
Start WhatsApp chats from the dashboard, plus new workflow steps

Open a new WhatsApp conversation from the dashboard. Workflows can run in order, assign smarter, and pull data from pages, documents, and spreadsheets.
​

​
Clearer roles and billing in settings

Roles and permissions are easier to manage. Billing connects to Stripe for simpler subscription handling (for admins).
​

​
Infobip, WhatsApp surveys, and a better inbox

Infobip as a channel, WhatsApp satisfaction surveys with tap-to-rate lists, filter by external ticket ID, resize the reply box, and send files without a message.
​

​
Companion answers faster and shows more as it works

Companion starts quicker, shows rich updates while it works, and lets you keep typing. Look up help on docs.open.cx when you are stuck.
​

​
Freshchat routing, shared settings, and macros that run workflows

Shared workspace settings, smarter Freshchat handoffs and tags, macros that start workflows, and more control over assignments.
​

​
From blank workspace to live AI — guided by Companion

Onboarding panel with three numbered steps: Discover & Train, Go Live, Grow
Three new flows in Companion: a guided onboarding path, plan-first execution, and live test sessions. Setup to shipped, all in one chat.

​
Plan first, then act

Expanded Starting plan with 17 steps: Set up AI Identity, Crawl open.cx, Create folders, Instructions for channels, pricing, security, handoff, and a final Publish step
Every multi-step ask gets a fully itemized plan up-front. Approve, edit, or stop — Companion never moves on its own.
  • Itemized plan up-front for every substantial ask
  • Live progress counter ticks as steps execute
  • Stop or redirect at any step

​
Test before you ship

Companion chat on the left with a Test conversation card; live widget on the right showing the AI replying to a Test Customer
Spin up a real customer-side widget next to the chat. See exactly how the AI responds, then train where it falls short.
  • Real widget, real AI — same tools, same responses
  • Side-by-side: Companion on the left, Test Customer on the right
  • Companion reads the transcript and recommends concrete fixes
​

​
Group your inbox by channel, assignee, status, language, or team

Add a Group By to any inbox view and the session list collapses into labelled sections — grouping by channel, assignee, status, AI status, language, or support team. Saved on the view, so the grouping comes back the next time you open it.
​

​
Saved replies now support variables

Drop variables (macros) into a saved reply and they fill in from the session at send time — contact name, ticket number, agent name, and more. Edit existing replies and add variables from the same place you create them.
​

​
Personalize how the inbox sends messages — per channel

A new Personalization settings page lets each agent pick how they send messages on each channel. Choose Enter or Cmd+Enter as the send shortcut per channel, and the active shortcut shows up right on the send button.
​

​
Inbox shows messages in the agent’s language by default

Translated messages are now what the agent sees by default — and what the customer sees by default for outbound replies — so you don’t need to click into each message to reveal the translation. A “Show original message” action is one click away on every message.
​

​
Inbox messages send instantly

Agent replies now render the moment you hit send — no more waiting for the round trip. The optimistic message is reconciled with the server in the background and dedupes cleanly when the real message arrives.
​

​
Custom views: drag to reorder, filter by current user

Drag custom views in the view selector to reorder them — order persists per-org. And every view that filters by assignee can now use a dynamic Current User token, so one shared “My open tickets” view works for the whole team.
​

​
Per-channel control over agent assignment on handoff

Each channel now has its own assign-on-handoff toggle. Hand off in WhatsApp without auto-assigning to an agent while keeping auto-assignment on for email — or vice versa.
​

​
Faster, more accurate voice transcription

The voice agent pipeline switches to Deepgram Flux for Western languages and Nova 3 for Arabic — a notable accuracy bump on alphanumerics and account-number reads, with lower latency than the previous OpenAI realtime path.
​

​
New workflow building blocks

Five new pieces of workflow plumbing land together: a Contact Message Received trigger, a Reopen Ticket action that walks the official status path, an Apply Custom Status action, a Release Session From Capacity action that frees up an agent slot until the customer replies, and an Inactive Trigger improvement that ignores the workflow’s own outbound messages.
​

​
Export your AI knowledge base as CSV

Export your AI Instructions tree as CSV — full export from the section header, or scoped per-folder from any folder’s hover menu. Filename includes the folder slug, and a confirm dialog previews the file before download.
​

​
Smarter, fairer agent distribution

Agent routing now factors in released-from-capacity sessions as a tiebreaker — agents with fewer paused conversations get the next ticket when capacity is otherwise tied. When agents are completely tied, distribution randomizes instead of always picking the first one.
​

​
FreshChat: AI replies on assignment, lifecycle events, and webhook fixes

The FreshChat integration now mirrors Intercom — the AI starts replying as soon as a conversation is assigned to it, and lifecycle events (resolution, reopen, assignment) flow through correctly with the right system messages and SLA bookkeeping.
​

​
Describe your tags so the AI auto-tagger picks the right one

Add a short description to each tag and the AI auto-tagger uses it as taxonomy guidance — picking the right tag when the name alone is ambiguous.
​

​
Contact segments in the public API, MCP, and workflows

Read your contact segments and check membership from anywhere — the public API, the @opencx/mcp tools, or a new workflow action that branches on whether a contact is in a given segment.
​

​
Trigger workflows when human agents go quiet

Workflow canvas with a Human Agent Inactive trigger connected to an outbound reply action
A new workflow trigger fires when a human agent hasn’t acted on a ticket for a chosen window — minutes, hours, or days. Wire it to any action to auto-reply with a check-in, hand the conversation back to AI, change ticket status, or escalate to a teammate.
​

​
Custom email template per address

Email channel configuration page with Sender Name field and HTML template editor
Each connected email address now has its own HTML template. Wrap outbound replies in your own branded chrome — header, footer, ticket number, and quoted thread — using a small set of placeholders, configured independently per address.
​

​
Share custom views with your team

Custom view dialog with users and teams permission pickers
Custom views now have permissions. Pick who can see a view — specific users, specific teams, or everyone in the org — and pick who can edit or delete it. Tweaking filters on a saved view keeps the view selected with an “(Unsaved changes)” indicator, so you never lose your place.
​

​
Build advanced session filters

Advanced session filter builder with AND/OR conditions
A new filter builder for the inbox — combine any number of conditions with AND/OR groups to slice your sessions exactly how you want. Save the result as a custom view and come back to it with one click.
​

​
Try the widget before you install it

Widget Playground with live preview and copy-ready snippet
A new interactive Playground in the docs lets you tune every widget option in a live form and copy a ready-to-paste React or HTML snippet. No install, no dashboard — tweak, preview, copy.
​

​
Connect multiple FareHarbor accounts to one org

Tour operators with multiple locations, brands, or currency accounts can now connect each one as a separate FareHarbor integration. The AI picks the right connection automatically based on what the customer is asking about.
​

​
See every change Companion makes, right in the chat

Companion showing artifact cards after editing instructions
Ask Companion to update your instructions, training scenarios, or documents — and it shows you a card for each change, right in the conversation. Click any card to open and review exactly what was updated. No more guessing what got changed.
​

​
PDF attachments for the AI

Chat widget with PDF invoice attached and AI answering using the document
Customers can send PDFs in chat and your AI can use them to answer questions.
​

​
Companion

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

Companion dedicated page
Companion gets its own page with a personalized greeting that adapts to your day. Smart suggestion cards surface exactly what needs attention — automation rate drops, unresolved sessions, knowledge gaps, low CSAT scores — so you always know where to start.
  • 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

Companion analyzing automation rate trends
Ask “why did automation drop this week?” and get a concrete answer backed by data. Companion analyzes handoff reasons, tracks trends over time, and identifies root causes — whether it’s an instruction change, a new topic the AI doesn’t know, or an integration error.
  • 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

Companion editing AI instructions with inline diff
Tell Companion what you want to change and it rewrites your AI instructions with inline diffs you can accept or reject. Create new instructions, edit existing ones, manage folders, and publish — all without leaving the conversation. Full version history means you can always roll back.
  • 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

Companion investigating a session with debug traces
Paste a ticket number and Companion pulls the full debug trace — every reasoning step the AI took, every tool it called, every knowledge base article it cited, and exactly why it handed off. No more guessing why the AI said what it said.
  • 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
​

​
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

New AI Instructions editor
A sidebar tree for organizing instructions by folder, a rich text editor with live preview, and the Agent Identity (formerly AI Profile) now lives here — one place to shape how your AI thinks, speaks, and behaves.
  • 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

Insights tab showing handoffs, sentiment, and reasons
See how each instruction performs in the real world. The new Insights tab shows handoff count, customer sentiment, handoff reasons, and recent conversations — so you know exactly which instructions need attention.
  • 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 instructions by handoffs with direction and date range
Find the instructions that cause the most escalations. Sort your entire instruction list by handoff count, filter by date range, and focus your time on what matters most.
  • 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

Version history with v1, v2, v3 timeline and revert
Every change to your AI instructions is now tracked. Browse the full version timeline, see who changed what and when, and revert to any previous version with one click.
  • 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
​

​
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.
​

​
Phone agents run workflows

Phone agent configuration showing workflow actions and knowledge sources
Your voice agents just got superpowers. Phone agents can now execute workflow actions mid-call — trigger handoffs, create tickets, look up data — while seeing the full chat history in real time.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
Workflow & Handoff Webhooks

​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
Faster Workflow Run Logs

Workflow run logs are now significantly faster. View detailed execution history for all your workflows with improved performance.
​

​
Agent Handoff Controls

Enhanced handoff settings that respect your availability configuration. Prevent handoffs when turned off in settings, ensuring AI continues handling conversations.
​

​
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.
​

​
Front Integration

Fetch article content from Front knowledge base. Integrate your Front help center content into your AI’s knowledge base.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
Next-Generation AI Agent (V5)

New AI agent architecture with improved reasoning capabilities and better performance. Enhanced conversation handling with more accurate responses.
​

​
Office Hours V2

Redesigned office hours system with improved flexibility and performance. Better management of team availability across multiple timezones.
​

​
AI Closure Type Filter

Filter chat sessions by AI closure type. Analyze how the AI resolved conversations and identify patterns in automated resolutions.
​
Significant performance improvements to inbox sessions loading and search (contacts and messages).
​

​
Saved Replies

Create and reuse pre-written responses for common questions. Saved replies help agents respond faster while maintaining consistent messaging across your team.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
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.
​

​
Quick Reply Suggestions

Actions can now automatically generate quick reply suggestions for certain channels.
​

​
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”.
​

​
Session Tag Filter

Filter your inbox by tags to quickly find related conversations.
​

​
Facebook Messenger Channel

Connect Facebook Messenger to Open through Zendesk Sunshine. Your AI assistant can now handle conversations from Facebook alongside your other channels.
​

​
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.
​

​
WhatsApp Audio Messages

The AI can now process audio messages from WhatsApp.
​

​
Update Global Variables Action

Modify your organization’s global variables from within workflows.
​

​
Create Zendesk Ticket Action

Create Zendesk tickets directly from workflows with full control over ticket fields, tags, and assignees.
​

​
Update Pipedrive Lead Action

Update leads in Pipedrive directly from your workflows.
​

​
Facebook Messenger Channel

Connect Facebook Messenger pages to Open. Your AI assistant can now handle conversations from Messenger alongside your other channels.
​

​
Instagram Channel

Connect Instagram business accounts to Open. Handle DMs from Instagram with the same AI-powered support as your other channels.
​

​
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.
​

​
Conversation Closed Webhook

Receive webhooks when conversations are closed. Integrate with external systems to trigger follow-up actions or sync conversation data.
​

​
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.
​

​
Source Email Filter

Filter your inbox by the email address conversations originated from. Useful for teams managing multiple support addresses.
​

​
Handoff Webhook

Receive webhooks when conversations are handed off to human agents. Trigger external workflows or notifications when handoffs occur.
​

​
Contact Segments

Create dynamic contact segments based on attributes, tags, or custom data.
​

​
CSAT Score Trigger

Trigger CSAT surveys from within workflows.
​

​
Zendesk AI Field Auto-Fill

AI automatically fills custom Zendesk ticket fields when handing off conversations.
​

​
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.
​

​
Widget CSAT

Collect customer satisfaction scores directly in the chat widget after conversations resolve.
​

​
FreshChat Integration

Connect FreshChat to Open for AI-powered support. Handle conversations, handoff to agents, and sync resolution status.
​

​
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.
​

​
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.
​

​
AI Transcription

Automatically transcribe audio messages. Voice messages from customers are converted to text for AI processing and agent review.
​

​
Twilio Flex Integration

Connect Twilio Flex to Open.cx. Route conversations to your Flex contact center with AI handling and seamless handoffs.
​

​
Ticket Inactive Trigger

Trigger workflows when tickets have been inactive for a specified time. Automate follow-ups or escalations for stale conversations.
​

​
Blocked Domains

Block emails from specific domains. Prevent spam or unwanted messages from reaching your inbox.
​

​
New Contact Trigger

Trigger workflows when new contacts are created. Automate onboarding sequences or sync contacts to external systems.
​

​
Add Contact Action

Create new contacts directly from workflows. Capture customer information and add them to your contact list automatically.
​

​
Form Submit Trigger

Trigger workflows from form submissions. Connect your forms to automations for lead capture, support requests, or data collection.
​

​
Webhook Trigger

Trigger workflows from external webhooks. Connect any system that can send HTTP requests to your Open.cx automations.
​

​
Workflow Rerun

Rerun failed workflows with a single click. Debug issues and retry automations without recreating the trigger conditions.
​

​
Customer Insight Categories

Organize and categorize customer insights. Group related feedback to identify patterns and prioritize improvements.
​
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.
​

​
Run Code Action

Execute custom JavaScript code in your workflows. Transform data, perform calculations, or implement custom logic.
​

​
Deep Research for Insights

Generate comprehensive research reports from customer insights. Dive deeper into trends and get actionable recommendations.
​

​
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.
​

​
Manual Trigger with Payload

Trigger workflows manually with custom data. Test automations or trigger one-off runs with specific payloads.
​

​
Sync Tags to Integrations

Automatically sync session tags to Intercom and Zendesk. Keep your tags consistent across platforms.
​

​
Team Assignment

Assign conversations to teams. Route tickets to the right group based on topic, language, or custom rules.
​

​
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.
​

​
Blocked Contacts

Block specific contacts from reaching your inbox. Prevent spam or unwanted messages from known bad actors.
​

​
Snooze Customer Insights

Snooze customer insights to review later. Keep your insights queue focused on what needs attention now.
​

​
Comments on Insights

Add comments to customer insights and recommendations. Collaborate with your team on how to address feedback.
​

​
AI-Triggered Workflows

The AI can now trigger workflows during conversations with customers. Automate actions based on what the AI learns from the conversation.
​

​
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.
​

​
Outbound Phone Calls

Make outbound phone calls from the API. Proactively reach out to customers with AI-powered voice calls.
​

​
Workflow Outbound Actions

New workflow actions to send Slack messages, emails, and webhooks. Plus actions to close sessions and change assignees.
​

​
Intercom Attachments

Process file attachments from Intercom conversations. Images and files are now handled alongside text messages.
​

​
WhatsApp Public API

Send WhatsApp templates programmatically through our public API.
​

​
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.
​

​
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.
​

​
Training Public API

Manage AI training content through the public API. Create, update, and delete training programmatically.
​

​
WhatsApp Location Messages

Receive and process location messages from WhatsApp. Customers can share their location in conversations.
​

​
Auto-Resolve Sessions

Automatically resolve WhatsApp and email sessions after 24 hours of inactivity. Keep your inbox clean without manual intervention.
​

​
Agent Availability

Track agent availability status across your team. See who’s online, offline, or busy at a glance.
​

​
Contact Search by Insight

Search contacts by insight description using natural language. Find customers related to specific feedback themes.
​

​
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.
​

​
Team Resolution Stats

Track resolution statistics by team. See how each team contributes to customer insights.
​

​
Customer Insight Clustering

Automatic clustering of customer insights using AI and vector similarity. Related feedback is grouped together.
​

​
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.
​

​
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.
​

​
Wait Step

Add wait steps to workflows. Pause execution for a specified duration before continuing to the next step.
​

​
Website Crawling

Crawl websites to build your knowledge base automatically. Import content from your help center or documentation site.
​

​
Widget User Sessions

Users can view their conversation history in the widget. Previous sessions are accessible for reference.