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 Voice of Customer 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 Training Directories
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.August 12, 2025
Start Sequence Action
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
VOC Insight Categories
Organize and categorize Voice of Customer insights. Group related feedback to identify patterns and prioritize improvements.June 29, 2025
VOC Search
Search through Voice of Customer insights by keyword. Quickly find specific feedback or themes across all your customer conversations.June 29, 2025
WhatsApp Typing Indicator
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 Voice of 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.June 16, 2025
Phone Call Triggers
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.June 6, 2025
Language Office Hours
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 VOC Insights
Snooze Voice of 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.May 17, 2025
Ask AI Workflow Steps
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.April 24, 2025
Contact Custom Data Filter
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.April 13, 2025
Report Tag Filtering
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.March 22, 2025
Agent Performance Reports
New reporting endpoints for agent performance metrics. Track response times, resolution rates, and CSAT by agent.March 22, 2025
WhatsApp Media Messages
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 Voice of Customer insights.February 24, 2025
VOC Insight Clustering
Automatic clustering of Voice 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.February 22, 2025
Knowledge Base Property Filters
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.February 20, 2025
Scheduled Workflow Trigger
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