Features
- New Agent Performance report with per-agent handover metrics, pickup SLA tracking in business minutes, and a configurable pickup-SLA target in your helpdesk integration settings.
- The report now shows AI summary, sentiment, and key topics per conversation, regenerates summaries when your team handles a conversation after the first reply, and replaces "Avg first response" with a business-hours-aware "Avg response time" including an "awaiting reply" indicator.
- Logged-in Magento / Adobe Commerce shoppers now resolve to their customer record in the conversations inbox instead of appearing as "Anonymous customer".
- New organization-configurable customer identity mapping — define where your storefront exposes the logged-in customer (window path or localStorage) and which fields carry their id, name, email, and phone — editable from a new "Customer Identity" tab in widget settings. Verified Shopify identity always takes precedence.
- Voice mode has a new look — an animated, Siri-style voice orb that acts as the voice control, with configurable styles and palettes and a live preview in the dashboard.
- Product catalog sync for Magento now self-heals — a nightly reconcile loop per store catches sync failures early, with email alerts when a mass product disable is detected.
- Approving a Shopify app subscription now returns you to the confirmation page immediately while activation completes in the background — no more waiting on a slow approval screen.
Fixes
- Security guardrails no longer misclassify benign shopper messages that merely contain short technical words (for example "env" in Spanish "haceis envíos a España?"), which previously caused wrongful session bans.
- The voice orb no longer crashes when switching palettes mid-conversation.