Customer Agent building in Composer
Composer lets teams build, test, and operate Customer Agent in the same workspace already used for marketing campaigns.
Entries on this page are generated by AI from vendor sources. How AI is used
Conversational & voice
Chat, chatbot, agent-to-customer and voice channels.
| Month | Changes |
|---|---|
| 2026-01 | 6 |
| 2026-02 | 7 |
| 2026-03 | 9 |
| 2026-04 | 5 |
| 2026-05 | 6 |
| 2026-06 | 8 |
| 2026-07 | 7 |
| 2026-08 | 3 |
| 2026-09 | 5 |
| 2026-10 | 11 |
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Platforms with recorded changes
Platforms with at least one feature state classified in this capability (primary or secondary, minor updates included), in the site's fixed order. Select one to filter the timeline. Counts are not shown side by side: they reflect how finely each vendor documents, not how much it offers.
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No recorded changes match these filters.
Within each period: major updates as cards, then notable ones as rows; newest first in each group. Minor updates below.
October 202611 changes
Intake rule creation from spam-marked messages in Helpdesk
Marking a message as spam in Helpdesk lets agents create a custom intake rule so similar future messages are sorted the same way automatically.
Multi-region targeting for Customer Agent
Customer Agent scopes its knowledge and skills to chosen countries, regions, or Shopify markets, so one agent shows each shopper the right policies, products, and prices.
SLA policies in Helpdesk
Helpdesk lets select customers set first response, second response, and resolution targets, with live countdowns per ticket.
WhatsApp voice note handling for Customer Agent
Customer Agent now transcribes WhatsApp voice notes and replies to them as it would typed messages.
Klaviyo 2 minor updates Conversational & voice
- GA Helpdesk ticket assignment email notifications source Helpdesk agents can turn on email notifications to be alerted immediately whenever a ticket is assigned to them.
- GA Custom signatures for Helpdesk email replies source Helpdesk agents can set a custom signature with agent name, company name and logo that Klaviyo adds to every outbound email reply.
SFMC Next 1 minor update Conversational & voice
- GA Channel settings for agent routing in Forward to Bot/Agent source The Forward to Bot/Agent flow action now lets users manage channel settings when routing to the Agentforce Service Agent.
HubSpot 3 minor updates Email · Conversational & voice · Editors & templates…
- GA Reply-To header support in Help Desk and Inbox source Help Desk and Inbox replies now honor the Reply-To header on incoming email.
- GA Channel-specific handoff routing for Customer Agent source Human handoff rules for Customer Agent can now be configured separately for messaging and email conversations.
- GA Video recording in CRM and conversation threads source Users can record and insert personalized video directly into CRM emails, Help Desk replies or Conversation threads.
September 20265 changes
Conversational chat widget (Web SDK)
The Web SDK (6.13.0) adds beta support for a conversational chat widget.
Two-way conversational email with Agentforce agents
Agentforce agents can now hold two-way conversational exchanges with customers through Engagement email.
HubSpot 3 minor updates Conversational & voice
- GA Customer Agent fallback routing source Conversations can be routed automatically to Customer Agent as a fallback whenever no human agent is available.
- GA Undo Send in Inbox and Help Desk source A seven-second prompt after sending lets users cancel a message in the Conversations Inbox and Help Desk.
- GA Block IP address in Live Chat source An IP address can be blocked from a live chat thread for 14 days, moving its existing threads to spam.
August 20263 changes
HubSpot 3 minor updates APIs & extensibility · Conversational & voice
- Deprecation announced Node 18.x/20.x runtime deprecation for Chatflow custom code source Node 18.x and 20.x support for Chatflows custom code snippets ends August 31, 2026; unmigrated snippets become uneditable until upgraded to Node 24.x.
- GA Customer Agent invoice lookup and send source Customer Agent can look up invoices, explain charges, and send a copy with a checkout link within the same conversation thread.
- GA Customer Agent payment link sending source Customer Agent can pick the right payment link and send it inline when a buyer signals readiness to purchase.
July 20267 changes
Conversations data access via the Claude connector
The HubSpot connector for Claude gets read-only access to messages across Help Desk and Conversations Inboxes, including chat, email, WhatsApp, SMS and Messenger.
Deepgram AI voice integration
Adds Deepgram AI Voice for automated, scaled voice outreach and surveys, via the Connected Channels add-on.
Truecaller integration
Adds Truecaller verified Caller ID, SMS, and post-call interaction screens.
HubSpot 4 minor updates Conversational & voice
- GA Inline images in Customer Agent short answers source Customer Agent can include knowledge-source images inline in short answers, shown inline in live chat and email and as separate bubbles elsewhere.
- GA Live Chat offline messaging source Per-state toggles for Away, Outside Working Hours and Max Capacity let Live Chat capture visitor messages when agents can't respond.
- GA Resizable Live Chat widget source Visitors can drag Live Chat widget edges to any size or toggle compact/expanded views, with the preferred size remembered per visitor.
June 20268 changes
Profile context tools for Customer Agent
Customer Agent can ground responses in shopper data using built-in tools for order history, segment membership and predictive analytics.
Public API for Customer Agent
A public REST API lets teams configure, monitor and run Customer Agent programmatically, including pulling conversation data.
Loomi Conversational Agent reasoning engine
Conversational AI agent gains a new engine for multi-step reasoning and brand-governed tone in customer conversations.
Profile enrichment from Customer Agent conversations
Customer Agent conversations can now write shopper preferences and intent back to the profile as real-time properties.
Multilingual Customer Agent responses
Customer Agent can now respond automatically in whichever language a shopper writes in, from a single configuration.
Customer Agent responses to form submissions
Customer Agent now responds to inbound form submissions connected to a Help Desk or Inbox workspace with an automated reply email.
Custom lead qualification triggers for Customer Agent
Admins write custom, testable trigger instructions in a rich text editor to control exactly when Customer Agent initiates lead qualification.
HubSpot 1 minor update Conversational & voice
- GA List-based email targeting for Customer Agent source Admins can define which contacts Customer Agent responds to on email channels using existing HubSpot Lists, routing others to the human queue.
May 20266 changes
Multiple brands for Customer Agent
Organizations can configure a distinct Customer Agent per brand in one portal, each with its own identity, voice, knowledge and routing.
Natural-language handoff rules for Customer Agent
Admins write plain-language guidelines for when Customer Agent hands off to a human instead of maintaining keyword lists, using ready-made templates.
HubSpot 1 minor update Conversational & voice
- GA PDF attachments in Customer Agent conversations source Visitors can attach PDF files up to 10MB in a Customer Agent conversation, visible to the AI agent and any human agent.
Marketo 3 minor updates Conversational & voice
- GA Is-typing indicator in live chat source Visitors and agents see an 'is typing...' indicator while the other party is composing a message in live chat.
- GA Missed chat status on person record source A 'Missed chat' status now appears in a person's Activity Details when an agent does not accept their chat request.
- GA Picklist/drop-down fields in chat profile editor source Marketo picklist and drop-down person fields, including Salesforce-synced values, are available as drop-down options in the Dynamic Chat profile editor.
April 20265 changes
WhatsApp channel for Customer Agent
Customer Agent can now automate customer service conversations on WhatsApp.
HubSpot 4 minor updates Conversational & voice · Autonomous agents · Localization & translation…
- GA Inline citations in Customer Agent chatflows source Chatflow responses from Customer Agent can show numbered citations that open a sources panel showing which article the agent used.
- GA Conversation-property-based handoff routing for Customer Agent source Human handoff workflows can route conversations based on conversation properties for Inbox-connected channels, not only ticket workflows.
- GA Conversation coverage controls for Customer Agent source Admins can route only a set portion of incoming conversations to Customer Agent and scale coverage up as confidence grows.
- GA Mid-conversation language switching for Customer Agent source Visitors can ask Customer Agent to switch languages mid-conversation, and it continues in that language for the rest of the chat.
March 20269 changes
Brand guidance rules for Customer Agent
Natural-language guidance for brand context, tone, style and handoff rules can now steer Customer Agent's replies.
Customer Agent for email support
Customer Agent can now resolve support questions automatically over email.
Loyalty skill for Customer Agent
Customer Agent can now answer points and rewards questions and link customers to their loyalty portal across webchat, text, email and WhatsApp.
Subscription skill for Customer Agent
Customer Agent can now guide customers through self-service subscription actions and policy questions across channels.
AI-suggested helpdesk responses
Support agents now get AI-suggested reply drafts based on past tickets to review, edit and send.
Customer Agent image understanding
Customer Agent can now read and respond to images customers attach mid-conversation instead of only receiving them.
HubSpot 1 minor update Localization & translation
- GA Language controls for Customer Agent responses source Admins can restrict Customer Agent to specific response languages instead of relying only on auto-detection of the visitor's language.
Marketo 2 minor updates Conversational & voice
- GA Download chat transcript source Visitors or agents can download a .txt file of the chat transcript after a live chat session ends.
- GA Visitor wait time limit for live agent connection source Admins can set how long a visitor waits (10-500 seconds) to connect with a live chat agent before getting a fallback message.
February 20267 changes
Order Editing skill for Customer Agent
Customer Agent can now automatically handle order modification and cancellation requests, routing eligible cases to a human.
Returns & Exchanges skill for Customer Agent
Customer Agent can now guide customers through return and exchange eligibility and deep-link to the returns portal via webchat and SMS.
Webchat handoff to third-party helpdesks
Full webchat conversation threads can now be handed off via email to any third-party helpdesk without losing context.
Automatic website re-indexing for Customer Agent
Connected websites are now automatically re-crawled so Customer Agent's answers stay current without manual effort.
Klaviyo 3 minor updates Vouchers & coupons · Integrations & marketplace · Conversational & voice…
- GA Coupon assignment in Helpdesk source Support agents can now assign pre-configured coupons directly within Helpdesk.
- GA Skio subscription management in Helpdesk source Agents can now cancel, edit, skip or send Skio subscriptions directly within Helpdesk tickets.
- GA Teammate tagging in ticket notes source Teammates can now be tagged in Helpdesk ticket notes to notify them with context and a direct link.
January 20266 changes
Office-hours auto-responders across channels
Auto-replies reflecting business hours can now run across Email, Instagram, WhatsApp and Webchat.
Segment and keyword targeting rules for Customer Agent
Customer Agent can now be scoped with segment and keyword targeting rules per channel to control who it engages.
Amazon Connect voice integration
Amazon Connect integration that triggers retention flows or satisfaction surveys the moment a support ticket closes.
Two-way email conversations with smarter engagement tools
Adds smarter engagement tools enabling two-way email conversations in Marketing Cloud Next.
Klaviyo 2 minor updates Conversational & voice
- GA Customer ticket history view source All of a customer's past tickets can now be viewed in one place with channel, status, agent and topic tags.
- GA Product catalog sharing in Instagram and WhatsApp chats source Agents can now share product images and links from the catalog directly in Instagram and WhatsApp support conversations.